Generac Power Systems, Inc.

Hello, Any consumers who are having issues/concerns with their products are always welcome to call into customer support and discuss their experience with our staffCustomer support will create a case and review the complaint to see if it is something that can be escalated for possible out of warranty assistance.Generac will not be providing suggestions for other branded parts to be substituted in place of ours, nor providing any details on any internal documentation. Regards, Generac Power Systems

Good Afternoon, Generac has been in contact with this customer directly and we have informed her that upon purchase of the Generac generator, she will be provided the 7YR warranty at no cost.Thank you,Generac Power Systems

Good Afternoon, We have reached out to the customer in regards to his rebate and provided him direct contact information to our resolution team should he experience any further delaysWe have confirmed the paperwork has been recieved and submittedA rebate should
be getting sent to the customer by the end of the month. Thank you,Generac Power Systems

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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.
Regards,
*** ***

Good Afternoon, Generac has been in communication with this customer on several different occasions and have explained our position on this matterBased upon the shipment date of this generator, the warranty expired sometime in October of Generac also does not
have any records of this customer experiencing issues whatsoever within the warranty timeframeFor these reasons, Generac is unable to participate in any repair or replacement costsWe have also attached a response letter we have sent to this customer previously.Thank you,Generac Power Systems

Good Afternoon, Generac has been in contact with this customerWe have paid for an authorized dealer to go on site and diagnose the issue with the generatorUpon the visit from the dealer it was determined that the generator needs a set of magnetosGenerac has offered to pay for
this repair as wellThe customer also requested that the bill from his first service dealer be coveredWhen this visit took place he was days out of warranty so Generac has offered to pay this as a concessionThank you,Hannah Hochschild

Good Morning, I have written a formal letter stating the upgraded warranty has been applied to your specific serial number; it will be getting put in the mail todayGenerac does not require authorized sales dealers to become certified to service our product, this is at their own discretionMaintenance does not have to be done by an authorized repair technician, however, Generac strongly suggests that you have this completed by someone who is familiar with the product and is mechanically inclinedShould you experience issues in the future while in warranty, you would want to contact an authorized servicing dealer to diagnose the issue and make necessary repairsYou can certainly reach out to Generac directly with any questions or concerns you may have in the futureRegards,Generac Power Systems

Good Afternoon, Generac has sent the parts needed for the repair to the authorized servicing dealerWhen placing the order we did ask for the parts to be expedited shipping to ensure they arrive quicklyWe do ask that the customer contact the dealer so they can coordinate a repair directly with the authorized dealer. We will continue to follow up after this repair to ensure the generator is working correctly Thank you,Generac Power Systems

Good Afternoon, We have reached out directly to this customer and offered to re-start the warranty from the date of repairWe have also made sure to provide the customer our resolution specialists direct contact information should he have any questions or concerns in the future. Regards,Generac Power Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** Revdex.com,It seems that the Generac response to your organization is similar to what I have been going through with them for monthsDeflect responsibility, fail to mention that the spacer that was not included when the unit was sold and should have been (per their website) caused the problems that led me to accept their dealer's recommendations to replace parts that were not needed including startersI was without a standby generator for several months as a result of their (Generac's) deflect, delay and deny service problems as much as the customer can tolerate (hope they go away)There was a power loss during their delays and claim that they did not have a replacement starter and would need to order one (weeks went by)Hard to believe a generator manufacturer does not have even one started available for a down machine that their negligence in delivery causedI spent over $with Lorenzo *** of Greenwich Power (Genrac's authorized Dealer) on parts and service that did not remedy the failing machine.I spent another $on cleaning, shopping, and replacing the lost perishables in our freezers and refrigerators (Large home)Generac seems to feel that despite the obviousness of their failure, acquiesced by their chosen dealer that fixed the machine in minutes with the missing part (spacer and new starter that he had in inventory, that they have been "generous" in their response that took months and dozens of complains as well as $1,of my money.Standby generators are important and expensive emergency equipment in the event of power outages as in obviousFor a manufacturer to behave as unconcerned and responsibility deflective of missing important part originally should be known by others considering such a purchaseConsumer ratings are one of the few tools available to us when a company responds as you see above without even addressing the salient points related herein. Sincerely, *** ***

Good Afternoon, Generac has been in contact with this customer and we have arranged to replace the productThank you,Generac Power Systems

Hello,We have discussed this matter with the parts supervisor, who does not have the authority to apply warranties, which is why she stated in the email the consumer posted, that she was going to talk to someone about itShe never stated in the email as he claims that she would extend the
warranty. Generac Power Systems will extend this warranty from a to a year warranty, however this is a one-time concession.The paperwork will be put in the mail for the consumer today (8-17-2017).Regards,Generac Power Systems

Good Afternoon, Generac has been in contact with all parties involved in this situationUnfortunately, while an installation error did occur, the independent company did offer to come out and correct this errorHowever, the customer did not wait for the installer to
do so and reached out to another company who was not found to be an independent dealerGenerac has explained on several occasions that we cannot be held responsible for installation errors, and the warranty on his product specifically covers manufacturing defectsFurthermore, the warranty expiration date on this product was 01/06/2014. Thank you,Generac Power Systems

Good Afternoon, Generac has reached out directly to this customerWe have offered to cover the part cost itself as an out of warranty concessionThe customer has agreed to contact Generac directly when he decides whether or not he would like to proceed with the
repair of his generator.Regards,Generac Power Systems

Good Afternoon, Generac has been in direct contact with this consumer. We have offered a concession outside of the warranty timeframe and the customer has indicated to us that they are pleased with the outcome.Regards,Generac Power Systems

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID 11760905, and find that this resolution is satisfactory to me. The company has offered to replace the unit at no cost to me and indicates that it will be delivered within business daysIf the unit arrives as described, I will consider the matter closed and my complaint satisfied
Regards,
David B***

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 The only concern I have is that I have not received the replacement generator yet I realize this may take a while but I am hesitant to say I am completely satisfied until the new generator is completely installed
Regards,
*** ***

Good Afternoon, Generac has reviewed the case in whole and at this time we are only able to offer the concession that has been previously statedAs the product is years outside of the warranty timeframe, we are unable to provide further concessions moving forwardAs outlined in the warranty statement, Generac does not cover for consequential items such as food cost or cleaningWe do encourage the customer to contact Generac directly should he have further questions or concernsThank you, Generac Power Systems Tell us why here

Hello,Generac Power Systems is not responsible for a miss-diagnosis of an independent company, however will in deed be contacting the consumer later today to offer a reimbursement of the costsWe will then collect our reimbursement for the miss-diagnosis from the independent dealership.Regards,Generac Power Systems

Revdex.com:
I am a mechanic by trade and have been for many years and smart enough to know that the brush life on electrical motors should have lasted longer than months I do alot of research and do my homework very well I am very mechanically inclinedHow would you like it if the brushes on your vehicles alternator only lasted months and they told you it was out of warranty wouldnt you be upset well so would I fortunately most alters last for years and years unlike your generac generator there are so many fine priducts out there with electrical brushes that last for years and years staters ceiling fans central units exhaust fans etc etc the list goes on and on and yet these products last for years and years what makes you all so special to say well thats the life span of our generators why should you all be wxempted from warranting a manufacture defect and yea thats what it is you know I have a theory and see which one of these your generac generator falls under fist when you all designed y our r generac generator you design them as to fail just outside the warranty period oh it can be done and has been done including automobile parts I am not new to this you can put softer brushes in your generac generator that will wear out alot faster than putting harder brushes that will last alot longer question is why would you all do this? Money of course to make more money off parts and labor second is that your generac generator already had a manufacture defect when I purchased it now you pick which one of the two does your generac generator fall under ? The shame is on you the Generac giant for taking advantage of John Q public and not wanting to warranty your defected products my campbell hausefeld lasted years till the motor died but the alternator was still producing power it put your generac generator to shame 3yrs without a problem so why is it that your defected product should be exemted from warranty work when all these other companies make great products that last for years and years This was a defected product and I will continue to emphasize and stress that cause it is a fact
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***