Saturday, February 15, 2014
The Husqvarna Story
This the email I sent to them and I attached a very detailed 5 page PDF, complete with times, dates, names an phone numbers. I was going to post it, but I know no one will read it. heck . . no one will read this post, but hay why not. Maybe it will inspire someone to never give up on getting things right!
This email is meant solely for Mr. Somebody, Head of Sales Americas.
Dear Mr. Somebody, My name is Slim Shady, your time is limited and valuable so I will get to the point of this letter in less than two pages. However I have documented everything, and can provide a PDF file for you, but it is 5 pages, so I am leaving it out. If you read all the details you will be shocked at how your employees violated your core values of customer first, professionalism and teamwork. Any by no means was there passion and a sense of urgency. Will you hold to those core values?
Our new house is heated with an outdoor furnace that burns wood. We have a backup oil furnace that is too expensive to run all the time. Therefore I needed a reliable, well-built chainsaw. After many weeks of research, talking to professionals via online forums and friends, the verdict was abundantly clear: buy Husqvarna, specifically the 346 XP. Spending $507.00 (1/3 of my paycheck) on a chainsaw was a difficult decision. Based on the positive reports about Husqvarna service I bought it locally for the service.
Through a series of events that began on June 21, 2011, my saw ended up at Weirton Rental Center (WRC) on July 8, 2011 for warranty repair. On July 11, 2001 WRC called and told me the saw was running fine. I asked them to do some tests, they did, and found that it had low compression at 90 PSI, so it was not fine, they were wrong. On July 13, 2011 WRC called and said parts are ordered and it should be ready in two weeks. On July 26, 2011 I received a voicemail from WRC stating that parts were going to be ordered and the saw should be ready in two weeks. I called and said that they told me that two weeks ago, to which they responded, well we’ve been busy.
August 11, 2011 still no call from WRC so I called and spoke with the tech, he said: aw man, I got the parts, put it together and went to test it and it came apart inside . . ..
I was not happy, so I called customer service, spoke with Melody told her the deal, she said they would send a new saw to my house. Melody told me the saw would be at my house in 7-10 days. I was expecting a saw between August 18th-21st.
I waited for my saw until August 23, 2011, and still no saw. I called many times, left messages, talked to different people, basically got the run around. I called again and ask to speak to a supervisor, I did, she said she will get back me either via email or phone, she never did.
So I called back on September 2, 2011 11:48 A.M. and got the supervisor again at 336-375-7500 ext. 8996. The supervisor said she would call back. She called me at 4:48 P.M. on September 2, 2011 to tell me that the request was denied, yes DENIED. Stunned, I asked why she said that they do not replace professional saws they fix them. I asked to speak to someone who can fix this problem and I got put through to Rick. Rick seemed genuinely concerned and said, this is a problem we made, we will fix it.
Monday September 6, 2011 at 4:12 P.M. Rick called me and said he talked to WRC and they still had the saw and they would fix it, Rick said he told WRC to fix it. I asked Rick if he could expedite the repair, he said no. I asked Rick to overnight the parts, he said he could not order parts or send parts. I asked Rick if I could have three months added to my warranty since my saw has sat for three months, he said no. I asked Rick if he could do anything to help, he said it was up to WRC. He did eventually extend the warranty three months. I then called WRC and talked to Bob. Bob was not happy that Husqvarna ® dumped it on them and said he would call Rick. Since I thought I was getting a new saw I told that to WRC; consequently they stopped working on it and it has been sitting since August 11, 2011. Did I mention I heat with wood? No saw no wood, this saw wasn't bought for playing with, I need it, oil is too expensive.
I called Bob on September 8, 2011 and he had no new information and he said he would call me back when he knew more.
I called Bob on September 15, 2011, he said he was waiting for Husqvarna to authorize the repair. I thought Rick told them to fix it on September 6, 2011. I gave Bob this number, 704-597-5000, told him to call and get the authorization. I then called the 597 number, tried to get some information, the only thing they could tell me was Rick extended my warranty and that was all. No parts, no authorization, no clue and Rick is out until September 19th. I asked to be put through to Neil L., I left a voice mail begging him to call me. About an hour later I called Bob to ask what Husqvarna said, he said parts were ordered. But he indicated that he was not sure if Husqvarna would reimburse, so I assume no authorization.
Right now it is September 16, 2011 and I have heard the “ordering parts jive” before. I wanted to wait until this was resolved, but I am doubtful it will be, as I have been run around for almost 90 days, and still no saw, no progress, same story, I'm at a loss and borrowing a friend's Stihl 029, I sure hope he doesn't need it back anytime soon.
As of now I am waiting for Neil to call, but I am tired of waiting and past experience has taught me that Husqvarna employees, and associated representatives do not call back. As far as I know my saw is waiting for parts, no time frame was given as to when it will be fixed. Even if WRC called and said it was ready, I am not in any way satisfied, unless Neil calls and sends me a saw, a full refund, money for oil, or 12 cords of wood, I am not satisfied. What can you do?
At every level so far Husqvarna has failed their customer. At no time did anybody live up to your core values of: customer first, professionalism and teamwork. To make matters worse, no one ever fulfilled this goal of yours: Always with passion and a sense of urgency. Will you fail me too, or will you put me first, be professional and work as team with all that are involved? Hundreds of people from the same internet forum that suggested the 346 XP have been following this saga and they are not only surprised by this situation, they are anxiously waiting for the final resolution, will their advice be vindicated by your resolution?
Instead of making demands, I will leave it up to you, you’re the one that can make this right. One thing I learned from this experience was to have a good backup saw, so what I buy next depends solely on you; that is if I have to buy a backup, as I know you can send me one. I am just one customer out of hundreds of thousands, but because of the global connectedness of the internet, hundreds are watching. I know things can take time as you speak with the departments involved, but I think given your commitment to “ a sense of urgency” 4 weeks is ample time for a final resolution. If 4 weeks comes and goes with no resolution, phone call or email, then I will take your silence as your resolution, and it will speak volumes about the character, integrity and commitment of Husqvarna. I have not yet sent this to anyone else, and if necessary I will make sure I get this,via snail mail and email, to the proper board members and others in the company. I am confident that I will be able to report that Husqvarna made it right with passion and urgency.
Thank you for your time. I can reached at: 867-5309
Clayton M. McGalla
FOUR DAYS LATER THE SAME RICK I MENTIONED ABOVE EMAILED ME THIS, YES THIS IS THE SAME GUY WHO SAID HE WAS THE HIGHEST I COULD GO.
I have been assigned your incident and want you to know Husqvarna is doing everything possible to satisfy you, our customer.
First, and most important, your new 346XP saw should arrive today or tomorrow. We have shipped it directly to your home address.
Second, the service shop has been turned over to the Territorial Sales Representative for review and if needed, disciplinary action.
Third, we apologize for any confusion created through this incident. I have spoken to our consumer division and have reinforced to them
our warranty policy and expected treatment of our customers.
Please retain your original sales receipt and warranty extension paperwork. The warranty does not re-set but will continue from the original
I am certain you see we are committed to our customer's satisfaction. We value you as a customer and look forward to working together
again on future projects.