Echo Incorporated

Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ Contact Name and Title: [redacted] - VP Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @echo-usa.com Based on the manufacturing date of the unit, we've registered this unit for the customer (no receipt) However, our dealer has inspected the unit and determined that the issue was caused by stale fuel which is not a product defect and thus, not covered under warranty Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was given the supplies exactly how they were to be mixed by Home Depot with the exact can of oil needed for gallon of gasolineIt's not echo fault on their recommendations, but if any company is going to recommend products and the right way to use them they should be providing the correct information

Our local distributor has been in communication with the dealer and they both are in agreement that the failure was due to lack of oil in the fuel.? Although the customer stated he used ECHO fuel, the failed parts indicate the classic signs of little or no lubrication.? As specified in the Operator’s Manual, this product requires a 50/1? mixture of fuel & certified 2-stroke oil.? Although this situation is not a warrantable failure, the dealer and our distributor have offered to repair the unit if the customer is willing to pay labor only (ECHO will provide the parts free of charge).? Under the circumstances, we believe this is a fair and reasonable compromise

Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ Contact Name and Title: Terry [redacted] - VP Service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @echo-usa.com The customer picked up the unit from our dealer and advised us he was taking the unit back to Home Depot so we are unable to respond further at this time

We have contacted the dealer ( [redacted] ) who has again confirmed that the carburetor contains varnish internally which? indicates stale fuel.? The dealer is willing to repair the unit? if the customer agrees to pay the labor charge only (parts provided at no charge to the customer).? ? ?

We’ve contacted the dealer ( [redacted] ) and they explained that the reason these repairs were not covered under warranty is due to the carburetor contained varnish internally This was most likely caused by stale fuel (over days old) The Operator’s Manual states not to use fuel more than days old (days when a fuel stabilizer is used) The Limited Warranty Statement in the Operator’s Manual also states that the warranty does not cover damage caused by (a) corrosion, rust, varnish, abrasives, and moisture as well as (b) incorrect storage procedures, stale fuel, including failure to provide or perform required maintenance services as prescribed in the operator's manual Unfortunately, fuel related issues are often not easily understood by the general publicECHO Incas well as the Outdoor Power Equipment Industry (http://opei.org) are continually trying to educate consumers on this topic; please refer to this link on our website (http://www.echo-usa.com/Warranty/Learn-About-Ethanol) for further information

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I accept the compensation that was offered by the business in restitution for the payment that was made Sincerely, Gabriel ***

We have contacted the dealer (***) who has again confirmed that the carburetor contains varnish internally which indicates stale fuel. The dealer is willing to repair the unit if the customer agrees to pay the labor charge only (parts provided at no charge to the customer)

Our local distributor has been in communication with the dealer and they both are in agreement that the failure was due to lack of oil in the fuel. Although the customer stated he used ECHO fuel, the failed parts indicate the classic signs of little or no lubrication. As specified in
the Operator’s Manual, this product requires a 50/1 mixture of fuel & certified 2-stroke oil. Although this situation is not a warrantable failure, the dealer and our distributor have offered to repair the unit if the customer is willing to pay labor only (ECHO will provide the parts free of charge). Under the circumstances, we believe this is a fair and reasonable compromise

Revdex.com: We are very pleased with Echo's response Although these units were not run by us with improper fuel, we appreciate the goodwill, and will closely monitor the fuel mixtures from now on
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, as long as my out of pocket cost is no more than one hundred dollars.I would like this noted by the company in writing
Sincerely,
Steve ***

Initial Business Response /* (1000, 5, 2015/08/14) */
Contact Name and Title: *** *** - VP Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@echo-usa.com
Based on the manufacturing date of the unit, we've registered this unit for the customer (no receipt) However, our dealer
has inspected the unit and determined that the issue was caused by stale fuel which is not a product defect and thus, not covered under warranty
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was given the supplies exactly how they were to be mixed by Home Depot with the exact can of oil needed for gallon of gasolineIt's not echo fault on their recommendations, but if any company is going to recommend products and the right way to use them they should be providing the correct information

We (ECHO Inc.) have spoken with the customer, Mr***, who agreed to take the blowers to our authorized dealer (*** *** *** ***) for diagnosis. *** *** determined that one unit contained raw gas and one unit had only small traces of oil, not 50/fuel/oil mix as
specified for 2-stroke engines. This likely was the cause of the scored pistons & cylinders. Mr*** stated the blowers were never able to start or run but he could not verify the purchase date or other usage information as these blowers were purchased by an ex-employee. Normally, raw gas failures are not covered under the terms of the limited warranty; however, we have agreed to replace both blowers for Mr*** as goodwill

We have contacted the dealer (***) who has again confirmed that the carburetor contains varnish internally which indicates stale fuel. The dealer is willing to repair the unit if the customer agrees to pay the labor charge only (parts provided at no charge to the customer).

Please understand that as the manufacturer, it is difficult for us to troubleshoot these types of problems over the phone. That is why we directed you to your local dealer who is able to inspect the product first hand. While we can appreciate your unfamiliarity with certain aspects of product (safety switch info which is on page of the manual and fuel info on page 16), the dealer is technically correct in that these are not warrantable items (the warranty statement on page explains that we warranty defects in material and workmanship, not maintenance items). Since we as the manufacturer did not inspect the product, we don’t have enough information to contradict the dealer’s findings (such as the condition of the fuel). Also, the dealer is an independent business and not a subsidiary of ECHO Inc. Therefore, any request for refund of your repair costs should be directed to *** *** ***. Nevertheless, considering all these factors, we are willing to offer you similar compensation in the form of our *** *** *** (2-year shelf life and $value) as well as our Rain Gutter accessory (reference *** on our website and $value). If you agree, please respond accordingly and we will ship direct to your address listed on this complaint. Thank you for your understanding

Revdex.com:I saw the response made by the business in reference to complaint ID ***I took the unit to ECHO dealer "Five Stars Equipment Rental and Supply" for re-inspection and waiting for their updateThe issue is not resolved yet.Sincerely, *** ***

Complaint: ***
I am rejecting this response because:-----Original Message-----From: *** *** [mailto:c***[email protected]] Sent: Monday, December 12, 5:PMTo: Customer Relations Subject: Re: Waiting on resolution Customer name(consumer) *** *** complaint #*** date filed 11-3-echo corporation regarding a leaf blower under yrwarranty which is only 3yrs oldEcho stated they would replace the part & I pay for labor,I do NOT want deans outdoor power equipment performing the labor,I simply want the part(carburetor) shipped to me @*** *** stNe ***,Oh.*** Sent from my iPhone
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, as long as my out of pocket cost is no more than one hundred dollars.I would like this noted by the company in writing
Sincerely,
Steve ***

We’ve contacted the dealer (***) and they explained that the reason these repairs were not covered under warranty is due to the carburetor contained varnish internally. This was most likely caused by stale fuel (over days old). The Operator’s Manual states not to use fuel more
than days old (days when a fuel stabilizer is used). The Limited Warranty Statement in the Operator’s Manual also states that the warranty does not cover damage caused by (a) corrosion, rust, varnish, abrasives, and moisture as well as (b) incorrect storage procedures, stale fuel, including failure to provide or perform required maintenance services as prescribed in the operator's manual Unfortunately, fuel related issues are often not easily understood by the general publicECHO Incas well as the Outdoor Power Equipment Industry (http://opei.org) are continually trying to educate consumers on this topic; please refer to this link on our website (http://www.echo-usa.com/Warranty/Learn-About-Ethanol) for further information

Initial Business Response /* (1000, 5, 2015/09/25) */
Contact Name and Title: Terry *** - VP Service
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@echo-usa.com
The customer picked up the unit from our dealer and advised us he was taking the unit back to Home Depot so we are unable
to respond further at this time

Our local distributor has been in communication with the dealer and they both are in agreement that the failure was due to lack of oil in the fuel. Although the customer stated he used ECHO fuel, the failed parts indicate the classic signs of little or no lubrication. As specified in
the Operator’s Manual, this product requires a 50/1 mixture of fuel & certified 2-stroke oil. Although this situation is not a warrantable failure, the dealer and our distributor have offered to repair the unit if the customer is willing to pay labor only (ECHO will provide the parts free of charge). Under the circumstances, we believe this is a fair and reasonable compromise