Generac Power Systems, Inc.

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,
*** ***

Good Morning, As a one time customer concession, Generac has agreed to cover the labor portion of this repairWe have contacted the independent dealer and have issued an authorization number for them to file under warranty.Regards,Generac Power Systems

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

Hello,Unfortunately as customer support has already advised, the carburetor and associated parts are sold only as a complete assemblyIf the consumer would like to investigate possible warranty assistance, they are welcome to reach out to the nearest independent servicing dealerIf those dealers
determine that this is a manufacturing defect and is covered under warranty, they will process a warranty claim and make the repairThey would be able to determine warranty eligibility from the serial number.If the consumer is looking for a refund, they are welcome to reach out to the place of purchase to inquire to that option. Regards, Generac Power System

Good Morning,
We do apologize that the customer feels the warranty timeframe is irrelevant to
this situation, however, this is the basis of why Generac is making this
decisionThe product has been installed for nearly years, this indicates
that there was no defect in design or manufacture and that the product was safe
for its intended purpose when it left Generac’s controlFor these reasons,
Generac cannot participate financially with this repair Thank you,Generac Power Systems

Good Afternoon, Mr***'s product does in fact have a two year warrantyThe coverage in the first year of warranty included parts and labor and the second year covers parts only. Mr***'s warranty is from 04/24/2014- 04/24/2016, so this
would indicate that Generac would cover parts only for the current repair needed. Warranty work is to be completed by an authorized service dealer, which is why Generac has decided not to send this part directly to the Mr***. If the customer would like to take his product to an authorized dealer for the repair, Generac remains happy to stand behind the warranty and cover parts cost if the issue is determined to be warrantableThank you,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,
*** ***

Good Morning, We have recieved this part in stock and have also recieved confirmation that this part will be shipping as of today, 08/12/Thank you,Generac Power Systems

Good Afternoon, These parts were sent out as a precautionary step onlyAs stated in the prior responses, the generator tested fine and was working as designed prior to any parts being replaced on this generatorIn conclusion, Generac does not believe any manufacturing defect was presentFurthermore, it is stated in the warranty that consequential damages are not covered under the manufacturing warranty and we must respectfully decline any compensation request to that effectThank you,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.I require no further dialogue on the Revdex.com website. It is clear that Generac is unwilling to answer my simply question "Does it's most recent bulletin to dealers regarding the new spacer for the starters resolve or is meant to resolve the starter reliability issue?"Perhaps Generac would be willing to reply to me personally. They have my contact information and I have asked this same question of a Customer Service rep and am waiting on a reply.No further action is expected on my part
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Good Afternoon, There was an order placed in our system for a replacement generatorThere were internal issues with that order and we have placed anotherGenerac is working towards getting a near shipment date for this customer.Thank you,Generac Power Systems

Generac Power Systems would like to thank Mr*** for contacting us regarding the problems he has experienced in purchasing his Generac Power Systems power washer. The complaint that we have received was shared with our customer service department who has been in correspondance with Mr
***
The Generac Power Systems customer service department has explained to Mr*** the circumstances regarding his order and that the product he was requesting is no longer available and a substitute model is being presented to him for his consideration. The Generac Power Systems customer service department can be reached by calling 1-800-GENERAC and this complaint is listed under case number ***
Once again, we apologize for any problems that Mr*** has experienced with his purchase of a Generac Power Systems power washer
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.I never said I had an attorneyThey sent me a letter saying they determined that they found nothing wrong with the switch yet I experienced severe damages from the installation of that switchI have discussed my situation with friends and have been told that my situation is res ipsa loquitur. Basically, something with this product went wrong, whether it was the installation, or a faulty switch, or what-have youIf it was not a faulty switch or bad installation then what was it? The damage occurred.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Hello,Generac Power Systems has reviewed this case with our legal and engineering teamsGenerac has provided a response to the consumer, and considers this case closedWe have explained and provided documentation showing the testing results that the product is not defective, as well as the documentation stating we are not liable for consequential damagesWe have also provided a copy of the exact email that was sent from the consumer, regarding the verbiage of legal counsel.At this time, for the reasons listed Generac Power Systems, will not be participating in this request.Regards,Generac

Generac Power Systems would like to thank Mr*** for contacting us regarding the problems he has experienced with the purchase of his Generac Power Systems portable generator. The Generac Power Systems customer service department has been in contact with Mr*** and have provided
him contact information for a Generac authorized repair facility that can diagnose the problem and provide an estimate of repair if needed.The Generac Power Systems customer service department will review this complaint again once the diagnosis from the authorized repair center is provided. The Generac Power Systems customer service department can be reached at 1-888-GENERAC and the case number for Mr*** is 198349.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
This response letter from the company is not signed by anyone, it is a general form letterYou can see for yourself, they sent you a copyThe issue we are talking about is one of "product liability", a fire caused by their required piece of cold weather equipmentWe appreciate that the Revdex.com has attempted to work for a mutually acceptable solutionWe have offered a solution that will not cost their firm a penny, but they have chose to not only walk away from the responsibility for their equipment, but send us a form letter that they feel absolves them of responsibility that they have in the problemWe appear to have no other option at this time, but to seek a legal solution in the court system, the Consumer Protection Dept of the Justice Deptin MT suggested we do this several weeks ago, but not liking the tort system, we wanted to be "good" citizens, but our hands are tied by a company that is not interested in mutually positive solutions
Regards, and Thank You for the attempt at helping us deal with an enterprise that is neither consumer oriented or ethical in their business dealings with a consumer
*** & *** ***

Hello,As Generac has repeatedly advised, this unit was not properly maintained, and is out of warrantyGenerac is not participating in out of warranty assistance on this unitThis has been reviewed, and the determination is final. Regards,Generac

Good Afternoon, Generac has been in direct contact with the customer regarding the complaintWe have also explained to the customer that each dealer is an independent company, and they are not employed through GeneracAt this time, Generac is unable to compensate
this customer for installation corrections and cannot be held responsible for another independent companies actionsGenerac has documented the customers concerns of this installer in our internal system for documentation purposes Thank you,Generac Power Systems

Hello,As previously stated to the end consumer, and as outlined in the documentation provided with the product, it is the consumers responsibility to take the product to the nearest independent dealership for work/ serviceFurthermore, as we stated, Generac did not sell this product to this consumer, therefore we do not have his monies to refundThe consumer exchanged monies with Walmart, therefore request for refund would need to go through them.Regards,Generac

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,
*** ***