Stihl sucks at customer service

[dmb2613]

Lawyer J Noble Daggett I guess

 

[sundance]

Where are you located and what's the name of the dealer so I can give it to the gentleman in Virginia if he's unable to locate one through his system

Let me check with the dealer and make sure this works in his favor. I don't want to see him get burned in any way through this.

 

[Fatherwheels]

That kind of customer service is a great way to make lifetime Husky or Makita customers.

Call corporate, someone up the chain needs to know they have a dealer treating customers this way.

Unfortunately for Stihl, that’s a terrible way to treat a customer, a saw with so much damage
should have been replaced, no decent dealer would fix that saw, you can be sure if it was out
of warranty they would be trying to sell you a new one, yet they tried to salvage it when the
cost was going to be on them.

There has to be trading standards that you can get involved to make Stihl stump up.

 

[OM617YOTA]

I'm not making any kind of negative judgement against Stihl based on this thread. Too much stinks about this whole situation.

 

[Fatherwheels]

Update to the situation I am leaving the dealership currently I took it in this morning first thing and made the dealer run it and make some cuts so he could see exactly what I was talking about on low power and it grenaded it was the most spectacular violent saw explosion I have ever seen the rod let go and came out through the side of the case and ripped open the fuel tank on its way out then hit the dealer on the foot the piston hit the top of the cylinder so hard the cylinder came loose from the case and popped the top cover up and somehow the flywheel went skipping across the parking lot with a small piece of crank still attached I don’t know how it got through the recoil start but it just pushed it out of the way like it wasn’t even there. Of all times not to have a video camera rolling oh well . He said he was gonna have to talk to the Stihl regional people and find out what to do because I am pushing the issue to get a replacement saw versus a refund and since the 461 is no longer in production there are none available at the warehouse. On the bright side the cases, crankshaft, fuel tank, piston and cylinder, top cover, fly wheel, recoil start, Oiler, clutch, clutch drum, and I’m sure a few other parts are destroyed so there’s no chance they will try to make him reuse them I did get him to admit that more parts should have been replaced the first time and it probably would have prevented this if he had been allowed to replace everything necessary to do it right the first time and he did show me the emails where he sent pictures and a description of the failure along with a list of parts required to Stihl Southwest and Stihl Southwest replied that they see nothing wrong with anything other than the piston and cylinder everything else was fine and that the only thing he would be allowed to replace under warranty is the piston and cylinder. That makes me feel better about my friend the dealer but way worse about Stihl as a company

If you don’t have a case for a new saw given the experience above, no one ever will.

 

[Fatherwheels]

I wish I had a picture of the guy standing there with the saw looking at his foot with a rod laying right beside it gas all over the ground watching the fly wheel bounce across the parking lot I bet if I had put a lump of coal in his ass I would’ve had a diamond in five minutes. I’ve already told him that I expect to be compensated for all my trips to town each one is 16 miles one way so 5 trips at 32miles each is 160 miles using the irs mileage rate of .50/mile that’s $80.00 plus 5 hours of lost work there and that’s not counting the job I had to sub out because the saw went down on a Sunday and I had a deadline I lost 100.00 there. It’s also not counting the fact that I only got half what I should have the days it did run. Then there are the 2 jobs i didn’t even bid because of it. I figure that saw not doing right cost me 1200-1500 between taking it to the shop, jobs not bid, and lost production because it would not run right.

W

Your suspicion of them leaving junk in the cases was correct. Loser mechanic.

When junk flys all around a motor, it needs to be extracted. Every single particle.

Although there was that broken easy-out way inside my GS1100 one time... it stayed for years..

Couldn't agree more, the bearings were exposed to all sorts, and already were exposed
to excessive forces when it blew up the first time.

 

[Dave P 71801]

I'm not making any kind of negative judgement against Stihl based on this thread. Too much stinks about this whole situation.

I agree the situation is been ****** from the beginning

 

[Fatherwheels]

Y

Just when I thought everything was going better I was notified today that’s the case half is on back order from Germany and will take 8 to 16 weeks to get here I told my dealer that if it was going to be down for that long I would need compensation for my loss time he relayed this to the district representative and the district representative said he had a 461 that was turned in for replacement under warranty because it has an air leak that cannot be found there assuming it is a warped case half flange or warped cylinder flange and the representative suggested that I be given this saw that still has the air leak and hopefully it would last me till the warranty is up then it wouldn’t be their problem. I documented this suggestion and I am in the process of reporting it to corporate I hope this district representative not only gets fired but gets sent to prison where he is ass raped by a 14 inch ****

You should make it clear you want a refund, and go elsewhere.

 

[Fatherwheels]

If they would do a 462 as a replacement I would consider it but as of right now to get a 462 I would have to pay the 240.00 difference in price but I’m still not convinced that the m tronic saws will hold up the man I worked for bought 6 of them and all of them were scrap within a year. I’m done trying to get them to do right I’m just gonna let my attorney handle it. Until then I don’t know what to do. I guess I’ll have to keep doing sub contract as a climber and make half what I should and do twice as much work. At least till my 200t dies and it’s on its last leg after that I have no idea.

And it might not have been anything to do with the Mtronics, bad fuel, wrong mix ratio, running
a cold engine flat out, and other forms of abuse are probably more likely reasons, 6 saws all
having MT problems seems highly unlikely, even more so spread over three different models.
The 462 is the best power to weight saw in that size, it’s even lighter than the 461.

But if you really dislike MT or AT saws, you would better off getting a refund, and buying a Makita
or an Echo, I’ve had both brands and never needed a part, though parts are readily available online,
and there are dealers too, couldn’t be any worse than your current parts predicament with Stihl.

 

[Dave P 71801]

And it might not have been anything to do with the Mtronics, bad fuel, wrong mix ratio, running
a cold engine flat out, and other forms of abuse are probably more likely reasons, 6 saws all
having MT problems seems highly unlikely, even more so spread over three different models.
The 462 is the best power to weight saw in that size, it’s even lighter than the 461.

But if you really dislike MT or AT saws, you would better off getting a refund, and buying a Makita
or an Echo, I’ve had both brands and never needed a part, though parts are readily available online,
and there are dealers too, couldn’t be any worse than your current parts predicament with Stihl.

I don't think the failures of the M tronic saws had anything to do with fuel because I'm the one that usually mix the fuel I always use ethanol free premium I would always put 5 gallons in the truck before I got the saw fuel and I always use the Stihl Ultra oil in the silver bottle I'm not saying it wasn't some form of abuse or misuse I just really don't think it was to do with the fuel

 

[HarleyT]

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

Yeah, thanks for making this post, it explains a lot. Looks like this story has a load of ******** packed in it. If a dealership closes, the distributor takes back all of the new units. I wished that I had access to be able to look up serial numbers, because this saw probably has some serious footnotes, and likely explains everything.

 

[Fatherwheels]

I don't think the failures of the M tronic saws had anything to do with fuel because I'm the one that usually mix the fuel I always use ethanol free premium I would always put 5 gallons in the truck before I got the saw fuel and I always use the Stihl Ultra oil in the silver bottle I'm not saying it wasn't some form of abuse or misuse I just really don't think it was to do with the fuel

That is concerning, if the mix was always good, yet Six saws going wallop after only
a year is not good, we’re the saws used for cutting brush, high revs light load, that
can cause problems quicker than you would like.

 

[Dave P 71801]

Yeah, thanks for making this post, it explains a lot. Looks like this story has a load of ******** packed in it. If a dealership closes, the distributor takes back all of the new units. I wished that I had access to be able to look up serial numbers, because this saw probably has some serious footnotes, and likely explains everything.

Tell me what you want to know I'll get tge documents and pm them to you a customer came in and said they wanted the saw made a deposit the PDI was done and the customer came back and said they did not want the saw because they had found it for a cheaper price so the deposit was returned and since the saw had been fueled and could not be sent back

 

[dmb2613]

give me the serial # to that puppy and I will see if that dog hunts

 

[Dave P 71801]

Any luck yet with the serial number

 

[dmb2613]

Yes, there is no record of a warranty filed with Stihl on that saw , I looked it up on Stihl eService Was sold on 5/04/20 reg. 5/15/20

 

[wv311]

 

[HarleyT]

Got around to reading the other thread, and so, this saw came as a great deal from a good friend, who has a huge lot of Stihl parts? He cannot make this good to you?
Hell, a day or two on e-bay selling those parts, he could make a lot more than that, and be able to give you your money back.
E-bay sales are smoking hot right now, and one would be crazy not to pay the bills in this fashion.
If he has 50 in parts, hell, list them at full retail, and see what happens.

 

[HarleyT]

Whatever parts remaining from the original saw that are still good, well, they would sell good as well.

 

[Dave P 71801]

Yes, there is no record of a warranty filed with Stihl on that saw , I looked it up on Stihl eService Was sold on 5/04/20 reg. 5/15/20

That makes no sense ive got a copy of all tge work orders I'll pm them to you this evening