Stihl sucks at customer service

[Dave P 71801]

Stihl dealers have no issues getting parts. Especially for a saw as new as a 461. Someone is FOS. YOU need to call Stihl and get this sorted out.

I do know for a fact that they are having issues getting some parts I have a friend who has been waiting on piston & cylinder for a ms362 for over a month I’ve asked him why didn’t he just buy one off eBay and he doesn’t want to pay the over inflated price

 

[Dave P 71801]

i’m to the point I’m tired of being nice I’ve given them plenty of opportunities to make this situation right and they have refused I’m just gonna let my attorney handle it it’s not gonna cost me anything unless he wins so I’m pretty confident in him if he’s willing to take the case on that basis I’m sure before it is over my dealer the district representative and Stihl corporate will all three be begging me to drop the suit and work something out and my response then will be I gave you your chance it’s too late. I do believe a lot of the resistance I’m getting from Stihl is caused by the district representative I don’t know why he’s being so troublesome to deal with but it’s like I’ve already said not only do I hope he loses his job I hope he is sent to prison where is ass raped by a 14 inch ****. I want him to know what it’s like to be ****ed around.

 

[dmb2613]

Did you call 1800 GO STIHL like I told you to ? If not , WHY

 

[dmb2613]

Attach files
And one more thing it is an awful thin pancake that only has one side

 

[CR888]

This thread here gives some context & truth to this 461 'story'. You purchased a saw that had been previously sold & returned after it sat at your mates dealership (that you state has closed down or is closing down) for a long time.
https://www.arboristsite.com/community/threads/“a-deal-of-a-lifetime”.342583/If folks read this they may get a better understanding of 'why' Stihl is not being so helpful. You should have probably mentioned these facts earlier on in the thread. Hmmm

 

[stihl86]

This thread here gives some context & truth to this 461 'story'. You purchased a saw that had been previously sold & returned after it sat at your mates dealership (that you state has closed down or is closing down) for a long time.
https://www.arboristsite.com/community/threads/“a-deal-of-a-lifetime”.342583/If folks read this they may get a better understanding of 'why' Stihl is not being so helpful. You should have probably mentioned these facts earlier on in the thread. Hmmm

What are you suggesting?
Everybody’s having fun bashing the out of the company.

You, sir, are a killjoy. Shame on you.

 

[Dave P 71801]

This thread here gives some context & truth to this 461 'story'. You purchased a saw that had been previously sold & returned after it sat at your mates dealership (that you state has closed down or is closing down) for a long time.
https://www.arboristsite.com/community/threads/“a-deal-of-a-lifetime”.342583/If folks read this they may get a better understanding of 'why' Stihl is not being so helpful. You should have probably mentioned these facts earlier on in the thread. Hmmm

Yes this is the same saw if you bothered to read the earlier post you would know tge saw never left the dealer the warranty was never registered and that it was sold as a new saw with FULL FACTORY WARRENTY and the only reason he did not return it was because it had been fueled the warranty was not registered the only thing that had been done was a pre delivery inspection it was a situation where the customer that originally said they wanted it changed their mind before taking delivery so why should any of that matter. When the saw failed I should have gotten a replacement

 

[Dave P 71801]

What are you suggesting?
Everybody’s having fun bashing the out of the company.

You, sir, are a killjoy. Shame on you.

He saying that I'm somehow being dishonest by not putting everything out there when I purchased this as a new saw the only thing is the pre-delivery inspection have been done two weeks prior to me picking it up another customer was originally going to buy it but decided at the last minute to back out and since my friend who was having his shop forcibly closed could not send it back to Stihl for credit because it has been fueled and had the PDI done sold it to me at a good price what should have absolutely no effect on the fact that Stihl is not backing up their warranty because I am the person that is listed on the warranty forms as the original purchaser

 

[Dave P 71801]

This thread here gives some context & truth to this 461 'story'. You purchased a saw that had been previously sold & returned after it sat at your mates dealership (that you state has closed down or is closing down) for a long time.
https://www.arboristsite.com/community/threads/“a-deal-of-a-lifetime”.342583/If folks read this they may get a better understanding of 'why' Stihl is not being so helpful. You should have probably mentioned these facts earlier on in the thread. Hmmm

All I can say is apparently you did not read my earlier post otherwise you would have known that somebody came into the dealership said they wanted the saw had him do the PDI and then came back saying they weren't going to get the saw it was never ran by the other customer it never left his shop never even had the warranty registered so if you want to imply something why not have the balls to actually say it

 

[stihl86]

He saying that I'm somehow being dishonest by not putting everything out there when I purchased this as a new saw the only thing is the pre-delivery inspection have been done two weeks prior to me picking it up another customer was originally going to buy it but decided at the last minute to back out and since my friend who was having his shop forcibly closed could not send it back to Stihl for credit because it has been fueled and had the PDI done sold it to me at a good price what should have absolutely no effect on the fact that Stihl is not backing up their warranty because I am the person that is listed on the warranty forms as the original purchaser

I've been dealing with Stihl for well over 40 years. Selling cost has nothing to do with anything.
Sounds like the whole episode was mishandled from the beginning. They have NEVER, ever rejected a special circumstance situation that I can remember. If presented to them in a rational, intelligent manner, the problem goes away. Was that even done? Its the dealer responsibility. Your problem sounds to be at the dealer level. Not corporate. I can't ever remember seeing an internal failure, caused by a true defect in a 1128 powerhead.

It's just amazing how everyone jumps on the band wagon, disregarding any possibly that there's always
two sides to a story.
Doesn't matter which company is targeted. The rhetoric is always the same.
It's on the internet, so it must be true. LOL

 

[Woodanhor]

If it came down to putting food on the table and doing jobs vs having a non-mtronic saw and not having money and passing on jobs for 3+ months..i gotta say id take the 462 and warranty and make some $$.

Sent from my LM-G820 using Tapatalk

Even go and cc charge a new saw box store as a last result

 

[Dave P 71801]

I've been dealing with Stihl for well over 40 years. Selling cost has nothing to do with anything.
Sounds like the whole episode was mishandled from the beginning. They have NEVER, ever rejected a special circumstance situation that I can remember. If presented to them in a rational, intelligent manner, the problem goes away. Was that even done? Its the dealer responsibility. Your problem sounds to be at the dealer level. Not corporate. I can't ever remember seeing an internal failure, caused by a true defect in a 1128 powerhead.

It's just amazing how everyone jumps on the band wagon, disregarding any possibly that there's always
two sides to a story.
Doesn't matter which company is targeted. The rhetoric is always the same.
It's on the internet, so it must be true. LOL

I did buy the saw as new even though the pdi had been done 2-3 weeks prior when another customer agreed to buy it and then backed out at the last minute but because the transaction was never completed my friend just kept the saw in stock no big deal it wasn't a problem until later when because of Coronavirus and my friend was having to close his shop he was unable to send it back because it had been fueled so he offered it to me at a reduced price because he couldn't send it in for credit and he didn't need it at home and he knew that I was in need of a larger felling saw so in his mind he was doing me a favor and he honestly was so I took the saw home and after very little use (less than 1 tank) it failed for the 1st time. So I took it back up there and he tore it down and determine the failure was caused by the circlip coming out in doing so there were a lot of components damaged he took all the pictures did the write up and sent it all in to start a warranty claim. And to this point everything was fine I wasn't very happy about my new saw failing but it was okay it was the reply from the Stihl district manager that caused things to go south quickly he instructed my dealer to replace the piston and cylinder only not to worry about the damaged cases, the damaged connecting rod, the damaged crankshaft or worry about inspecting the bearings or worry about the seals the email said specifically the only repairs you're authorized to make is to replace the piston and cylinder. Now somewhere argue that if he was a true friend he would have done something different he would have gone above this guy's head or somehow made them replace my saw but remember he's a dealer that is going out of business and closing his doors so stihl doesn't really care about him anymore or about his customers either apparently I can't expect him to pay that out of pocket and he has been as helpful as he can be I have called Stihl customer service and explain the situation to them and they said that they would look in to it but they don't think that their District Representatives would have a dealer repair a saw improperly. After as much back and forth as I have been with my friend and Stihl customer service and this District representative who is causing most of my issues I believe I'm just to the point of total frustration with the whole situation. So I decide to post on here too see if somebody may know someone at Stihl that has the power to help make the situation right and there have been some good ideas brought up I've tried most of them and I'm still getting nowhere every time I call Stihl customer service at the 1 800 go Stihl they tell me I've got a complaint filed opened and there's nothing more that can be done until it's investigated

 

[stihl86]

District managers, at least in this area, have nothing to do with repairs and or warranty decisions.
Each regional distributor has a service dept that makes the call on the feasibly of repairs on a catastrophic failure.
Theres not much they haven’t seen.
Stihl Inc.has service advisers on the road.
Stihl owns the majority of the distributors.

Something doesn’t fit.

 

[Dave P 71801]

District managers, at least in this area, have nothing to do with repairs and or warranty decisions.
Each regional distributor has a service dept that makes the call on the feasibly of repairs on a catastrophic failure.
Theres not much they haven’t seen.
Stihl Inc.has service advisers on the road.
Stihl owns the majority of the distributors.

Something doesn’t fit.

The part that doesn't fit is probably me calling the guy by the wrong title I will p.m. you his name and his office and I'm sure if you know someone at stihl well you can call and check on him if you have a way of doing that I would greatly appreciate it I can also provide the emails from yhe guy at stihl ive been calling the district manager instructed my dealer what to do on repairs and thevone where he suggested I be given a used saw with a known problem in hopes it will last till tge warranty is up it will be tomorrow when I can get the emails

 

[stihl86]

I, along with the rest of the dealers in this country (except 1) will have no say in the matter at all. It's a regional problem and has to be solved there.
You could try another dealer in your area.That's the way it works.
I work with my distributor. That's the way that works.
They make the decisions, not diagnosis, after they get the facts.
Dealer supplies the cause of failure.
Your dealer sounded like he screwed things up from the start.

And whoever that stihl rep is, he isn't piss at the dealer for closing.
Stihl has a waiting list.


Still, something's not right about this whole eposode.

 

[OM617YOTA]

There's a lot not right about this whole episode.

If it was $500 keeping me from feeding my kids, I'd be selling furniture and family heirlooms to get what was needed. I'd go buy a homeowner saw for $150 to get me through a couple days and buy a real saw. There are two Echo 590s on the local OfferUp here for under $250 NIB.

Have any pics of the saw and damage?

Something about this situation stinks.

 

[Dave P 71801]

There's a lot not right about this whole episode.

If it was $500 keeping me from feeding my kids, I'd be selling furniture and family heirlooms to get what was needed. I'd go buy a homeowner saw for $150 to get me through a couple days and buy a real saw. There are two Echo 590s on the local OfferUp here for under $250 NIB.

Have any pics of the saw and damage?

Something about this situation stinks.

I have some on my iPhone that is screwed up but I can still open and view pics but I can't get them to send thats tge problem with my phone it won't connect I'll try taking a pic of the pic on my other phone

 

[Dave P 71801]

I have some on my iPhone that is screwed up but I can still open and view pics but I can't get them to send thats tge problem with my phone it won't connect I'll try taking a pic of the pic on my other phone and I'm not saying anyone is going hungry I'll sell a kidney before that happens all I was saying is I don't have 500 extra dollars ends are meeting but barely a lot of trees I would be cutting around here where I need the felling saw are 3 foot plus diameter Red Oaks and sweet gums so even the 461 was a little lite for some of them and since I have a 026 I don't see the point in spending what little bit of money I do have on a saw that's insufficient for the job.

 

[Dave P 71801]

I, along with the rest of the dealers in this country (except 1) will have no say in the matter at all. It's a regional problem and has to be solved there.
You could try another dealer in your area.That's the way it works.
I work with my distributor. That's the way that works.
They make the decisions, not diagnosis, after they get the facts.
Dealer supplies the cause of failure.
Your dealer sounded like he screwed things up from the start.

And whoever that stihl rep is, he isn't piss at the dealer for closing.
Stihl has a waiting list.


Still, something's not right about this whole eposode.

In what way is it you think the dealer screwed up so maybe I can get him to correct that I just don't know what to do

 

[OM617YOTA]

Good that the kids are being fed.

I had a lot typed up but I don't think there's any point. As long as your kids are being fed, I'll just say good luck with getting lawyers involved over a $750 dispute, and good luck with your future endeavors.

Edit: Dammit I can't let this go. You have a 460 and a 440 Magnum in your sigline. How does the loss of a 462 prevent you from cutting down anything and making money?