Crescent Springs Hardware, Inc.

In response to Mr***'s letter
On October 1, Mr*** brought his Stihl MSinto our shop for repair, with a complaint of a "crack in the bar oil chamber by the bar stud." It went on to say that Mr*** would like to know if the repair would be covered under warranty, as
the saw was purchased new by Mr*** on July 23, It also stated to Call him with an estimate, should the unit not be COvered under warranty, AS stated by Mr***, the unit took approximately Weeks to estimate, as We are very busy with chainsaw repairs this time of year***, one of our two chainsaw techs, looked at his saw and found that the engine housing assembly had a large Crack, right in line with the oil galley, and right next to the studs that hold the Cutting bar on to the sawHe also noticed a slight bend in the cutting bar, which would indicate that the crack was caused by a high stress situation, most likely the bar getting caught or pinched in a tree, and trying to free the saw from the CutThis situation is not uncommon, but the user did not use the Correct methods to free the saw, and tried to free it by using excessive force, and tugging on the sawThe housing is made of plastic, and it could not hold up to the stress, and it CrackedThis is not a Warrantable repairSo, *** did as instructed on the Work order and performed a detailed estimate to let Mr*** know what the cost or repair vs replacement would beThe repair would cost him 293.94, and the Saw new costs Our standard procedure on estimates like this is to charge a fee of 20.00, to Cover our time in the unitWhen doing an estimate, not only are we dismantling the saw to find the problem, we are also looking up the parts needed and coming up with a labor figure for the repair*** used the labor figure that was directly given to us from StihlThere are times when the cus***er does not want their unit repaired, and we give them the option to Surrender the saw to us for parts that we can sell to other cus***ersThis helps us cover the labor time we have invested in the estimatesWe will Waive the estimate fee should the Cus***er decide to purchase a new unit from us to replace their broken unitOur fee is a very fair fee, and there are many other shops that charge moreWe, as a business have to cover our expenses, and as you know, payroll is a large expense to a Small business like Our OwnWe cannot Waive an estimate fee for One Cus***er, and charge another cus***er the same fee for the same serviceThanksCrescent Springs Hardware

In response to Mr***'s letterOn October 1, Mr*** brought his Stihl MSinto our shop for repair, with a complaint of a "crack in the bar oil chamber by the bar stud." It went on to say that Mr*** would like to know if the repair would be covered under warranty, as the saw
was purchased new by Mr*** on July 23, It also stated to Call him with an estimate, should the unit not be COvered under warranty, AS stated by Mr***, the unit took approximately Weeks to estimate, as We are very busy with chainsaw repairs this time of year***, one of our two chainsaw techs, looked at his saw and found that the engine housing assembly had a large Crack, right in line with the oil galley, and right next to the studs that hold the Cutting bar on to the sawHe also noticed a slight bend in the cutting bar, which would indicate that the crack was caused by a high stress situation, most likely the bar getting caught or pinched in a tree, and trying to free the saw from the CutThis situation is not uncommon, but the user did not use the Correct methods to free the saw, and tried to free it by using excessive force, and tugging on the sawThe housing is made of plastic, and it could not hold up to the stress, and it CrackedThis is not a Warrantable repairSo, *** did as instructed on the Work order and performed a detailed estimate to let Mr*** know what the cost or repair vs replacement would beThe repair would cost him 293.94, and the Saw new costs Our standard procedure on estimates like this is to charge a fee of 20.00, to Cover our time in the unitWhen doing an estimate, not only are we dismantling the saw to find the problem, we are also looking up the parts needed and coming up with a labor figure for the repair*** used the labor figure that was directly given to us from StihlThere are times when the cus***er does not want their unit repaired, and we give them the option to Surrender the saw to us for parts that we can sell to other cus***ersThis helps us cover the labor time we have invested in the estimatesWe will Waive the estimate fee should the Cus***er decide to purchase a new unit from us to replace their broken unitOur fee is a very fair fee, and there are many other shops that charge moreWe, as a business have to cover our expenses, and as you know, payroll is a large expense to a Small business like Our OwnWe cannot Waive an estimate fee for One Cus***er, and charge another cus***er the same fee for the same service.Thanks.Crescent Springs Hardware

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As previously stated, I did not ask for an estimate for repair, I only wanted to know if the repair would be covered by warranty. I had told the attendant that there was no chance that I would pay to repair the saw.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As previously stated, I did not ask for an estimate for repair, I only wanted to know if the repair would be covered by warranty. I had told the attendant that there was no chance that I would pay to repair the saw.   
Regards,
[redacted]