To Whom It May Concern: Thank you for the opportunity to respond to Mr. [redacted] concern. Mr. [redacted] brought his Stihl chainsaw into Wehner Mower, Inc on 8.13.16 indicating that the bar studs were pulled out and the oil pump may not be oiling. Our records reflect that Mr. ***... purchased Stihl's model MS 250 serial number 502632951 from us April 29,2015. So, 14 months ago. Upon inspection, we in fact found that the bar studs were stripped out of the housing and the oil pump line was blocked with dirt and sawdust. We are in agreement that the machine does have a manufacturer's warranty, and that we are a servicing dealer for Stihl products. We contacted Stihl directly and shared ourfindings with their technical department. Stihl Technical deemed that this was not a defect in workmanship, but an over tightening of the bar nuts causing the studs to strip out of the block. In addition, warranty will not cover normal equipment maintenance therefore the debris found blocking the oil pump line was also deemed not warrantable. Our service department carries a minimum diagnostic fee of $42.00 for each incoming unit (refundable if repairs are warrantable). Time invested in Mr. [redacted] chainsaw evaluation and repair (ie. Check in, evaluation, consultation with Stihl, diagnosis, cleaning and repair easily spanned an hour. Mr. [redacted] was charged for 36 minutes of our service time ($44.97labor). Bar stud repair aside, Mr. [redacted] would have been charged our minimum shop charge to clean the debris from the oil pump line. We feel we were fair in our assessment of fees, but understand how Mr. Gates could be frustrated with the situation. Respectfully, Lauren S
To Whom It May Concern: Thank you for the opportunity to respond to Mr. [redacted] concern. Mr. [redacted] brought his Stihl chainsaw into Wehner Mower, Inc on 8.13.16 indicating that the bar studs were pulled out and the oil pump may not be oiling. Our records reflect that Mr. ***... purchased Stihl's model MS 250 serial number 502632951 from us April 29,2015. So, 14 months ago. Upon inspection, we in fact found that the bar studs were stripped out of the housing and the oil pump line was blocked with dirt and sawdust. We are in agreement that the machine does have a manufacturer's warranty, and that we are a servicing dealer for Stihl products. We contacted Stihl directly and shared ourfindings with their technical department. Stihl Technical deemed that this was not a defect in workmanship, but an over tightening of the bar nuts causing the studs to strip out of the block. In addition, warranty will not cover normal equipment maintenance therefore the debris found blocking the oil pump line was also deemed not warrantable. Our service department carries a minimum diagnostic fee of $42.00 for each incoming unit (refundable if repairs are warrantable). Time invested in Mr. [redacted] chainsaw evaluation and repair (ie. Check in, evaluation, consultation with Stihl, diagnosis, cleaning and repair easily spanned an hour. Mr. [redacted] was charged for 36 minutes of our service time ($44.97labor). Bar stud repair aside, Mr. [redacted] would have been charged our minimum shop charge to clean the debris from the oil pump line. We feel we were fair in our assessment of fees, but understand how Mr. Gates could be frustrated with the situation. Respectfully, Lauren S