Husqvarna dealer playing games . Is this common practice ?

[Dmitry]

I have problems with my brush cutter Husqvarna 327RJx. Paid $ 400 for damn thing and it failed. Bought it last year, didn't run a lot .This year it wouldn't accelerate and just quits when I'm trying to do so. Changed spark plug, removed spark arrestor, checked fuel filter and fuel line position- everything was fine, very clean,. I'm very particular about fresh fuel and oil-gas mix ratio. Did not leave fuel for the winter in equipment. I have Husqvarna 460 rancher, big Husky blower. Everything runs good.
So, I looked up Husqvarna repair center online and it's around the corner : Little River Power Equipment ,Oxford CT. Goggled them and found review where customer says that he went to them with failed blower that was under warranty and after a while they charged him for carburetor and repairs and said that he ruined machine by using stale fuel. He was furious because he always used fresh fuel. I thought: whatever , you can't trust any guy online, who knows what is fresh fuel for him.
I left brush cutter at the store and was told someone going to call me soon. Week later after not hearing from the store I stopped by and asked if there any developments. Deep inside I was hoping that they say:"Opps , we forgot to call you , we fixed your cutter and it works better than new." Ha...
Instead of this the owner of the store Tom goes inside and returns with my tool saying : "We never had a chance to work on it. So what is wrong with it?" After I described the problem he opens gas reservoir sniffs it and I'm hearing diagnosis :" The fuel is stale, I can smell it. Husqvarna is not goanna pay for it " OMG. I lost my cool right there. I thought I'm going to have heart attack....... I called Husqvarna customer service, but what can you expect from very nice girl- operator. She said if dealer says it because of stale fuel it might be because of stale fuel.
I went home and inspected the brush cutter once again. And what do you know : this time I found that fuel line is damaged. It looks like someone chewed it ,it's deformed and has several tears. The damage located deep in reservoir, so I can't just cut it and reinstall fuel filter.
I don't think it's gonna be easy fix. Appears that I was running my cutter with no fuel filter all this time.
I filled it full with new gas just to make sure lines not sucking air and it still does not work properly. I think carburetor is clogged with failed rubber or else.
I'm gonna go to other dealer , but I worry about having argument with other "specialist" if they gonna find out that my carburetor is clogged. I think it might be clogged because of using unfiltered fuel and loose rubber particles. And they gonna want cash for repairs.
THE QUESTION: Should I contact Husqvarna Service Department (may be some kind of a manager ) before going to see dealer. May be it's going to ease the process of repair and eliminate the arguing about stale fuel etc.

 

[kennyp2339]

Just a quick question, why didn't you drain the fuel from the tank before you brought it to the first guy?

 

[Dmitry]

I thought about it , but then decided to leave some of it in case if they wanna start it and see the problem. And the fuel was ok , so never saw it coming.

 

[kennyp2339]

Did you look up a new fuel line kit online? I'm ordering a new kit for my backpack blower, the ethenal in the fuel ate the crap out of it, it doesn't look like its a big deal to replace, also cleaning the carb out isn't that hard, before you take anything apart just take a picture with your camera phone

 

[Jon1270]

For sure there's no shortage of bad small engine mechanics. I wouldn't go back to that shop, but if the problem is a clogged carb due to a damaged fuel line then the question will become whether the fuel line was damaged when you got the thing, or since. You've already said that you don't store it with fuel in the tank. Did you ever grab the fuel filter and pull on it from outside the tank, putting inordinate stress on the line? Did you ever store it with the gas cap off so that a critter of some sort could actually have chewed on the line? Assuming not, the case you want to make is that the fuel line failed prematurely, apparently leading to a clogged carburetor. If the fuel line was defective or damaged during original assembly then this whole problem should be covered under warranty.

 

[dougand3]

A fuel line chewed - I'd think they'd say not a warranty repair. And with no filter on the pickup, I can see debris sucking into carb BUT maybe not. I can envision a hefty repair bill at a dealer. You can repair this Tygon fuel lines are cheap - $1.50 a foot at Oreillys and other parts shops. Doubtful you need a new pickup/filter. Take a piece of bad line to compare size (probably 3/32"). And carb can be disassembled and cleaned...but if not comfortable with that, a new AM carb listed for 327RJx is $25. Youtube has videos on this repair.

 

[Dmitry]

]

For sure there's no shortage of bad small engine mechanics. I wouldn't go back to that shop, but if the problem is a clogged carb due to a damaged fuel line then the question will become whether the fuel line was damaged when you got the thing, or since. You've already said that you don't store it with fuel in the tank. Did you ever grab the fuel filter and pull on it from outside the tank, putting inordinate stress on the line? Did you ever store it with the gas cap off so that a critter of some sort could actually have chewed on the line? Assuming not, the case you want to make is that the fuel line failed prematurely, apparently leading to a clogged carburetor. If the fuel line was defective or damaged during original assembly then this whole problem should be covered under warranty.

Never pulled the line out. Cap is always on. The line has several different tears/holes about inch from the place where it leaves the reservoir . Wondering if it worth to fight with Husqvarna dealers who can always say it went bad because of bad fuel or whatever and then charge some ridiculous amount for cleaning carburetor that costs $25 new.

 

[Jon1270]

I think I'd just go see the second dealer, show them what you discovered and see what they say. If they try to steer the diagnosis towards "stale" fuel then I might call Husqvarna directly and raise a stink. IMO, a one-year-old fuel line shouldn't suffer such damage even if it were stored soaking in fuel the entire time.

It might help to avoid terminology like "chewed" or "torn" when describing the damage, because such terms raise the question of who or what did the tearing or chewing. I'd stick to words like split, cracked, holes, etc. that frame it as a defect in the original part.

It's easy to clean out a carburetor, and if you were DIY'ing this then that's what I'd tell you to try, but my guess is that a dealer shop will just throw in a new one. If retail is $25 then their cost is substantially less, and replacing it saves time and eliminates uncertainty.

 

[Dmitry]

To Jon1270 : Sounds like a plan and that's what I'm gonna do.
P.S.: The situation makes me think : what is covered by warranty , you can blame everything on fuel or improper use.

 

[Jon1270]

Yeah, the problem of how to deal with truly defective newer equipment is kinda sticky. With better-quality machines (Husky, Stihl, Echo, Dolmar, Shindaiwa, etc.) most problems that arise really are the fault of the operator, not manufacturing defects, so that's the direction a lot of shops head for almost by reflex. I also have the impression that the rates paid to dealers by manufacturers for warranty work are fairly low, so shops aren't especially eager to take it on. Add to that the fact that careful diagnosis takes time and the direct cause isn't always obvious, so some shops just resort to scapegoats. Ethanol! Stale Gas! IMO these 'diagnoses' should not be taken literally. What they usually, really, mean is, "Pay me by the hour because that's the only way I can make money on this repair," or "This isn't worth fixing, let's talk about the replacement machine you'll be buying."

 

[JP11]

Where did you originally buy the piece of equipment? They are the ones that should be helping you. I'm at a loss why you had to look up a service center online.

JP

 

[PWash]

Good to hear you finally found the problem with the fuel line.

My guess is that warranty would only cover major breakdowns. Unless you bought your tool from the shop you're taking it to, they're going to want to charge you $100 just to look at the tool, then another $50 for a new carb/ fuel line. It's not because they are bad people, but because they need to make a living, too. IMO, a $400 tool doesn't leave any margin for free customer service, especially if you didnt buy the tool at that shop.

These machines are incredibly simple, you can learn to troubleshoot the engines yourself by watching some youtube as dougand3 suggested. Then you'll also be equipped to service the rest of your blowers/saws, etc. in the future.

 

[Dmitry]

To JON1270 : I was thinking the same about possible low rates paid by manufacturer for repairs. This is my first time dealing with warranty for small tools. Not so long ago I was dealing with my wife's Lexus original warranty. It was exactly opposite experience . The Lexus dealer was swapping things for new left and right, without even thinking twice. I know ,you can't compare this . But Husqvarna was always a magic name for me since I was a kid and i was expecting them to back me up.

 

[Dmitry]

Where did you originally buy the piece of equipment? They are the ones that should be helping you. I'm at a loss why you had to look up a service center online.

I got it at Lowes.

 

[Dmitry]

These machines are incredibly simple, you can learn to troubleshoot the engines yourself by watching some youtube as dougand3 suggested. Then you'll also be equipped to service the rest of your blowers/saws, etc. in the future.

I'll give it one more shot at other dealer and if it's gonna go same direction I'll just swap carburetor and fuel line by myself.

 

[JP11]

I got it at Lowes.

I suspected as such. Not to pour salt in the wound... but It's my opinion that you should NEVER buy an item with a small engine at a big box store with no service. Much warranty work is not covered by the manufacturer (or, covered at such a poor rate as to not be worth the hassle)

Your local dealer likely would have just 'eaten' the fix, because he:

1. would have made the profit on the original sale.. not lowes.
2. got you into the showroom again, never know what additional oil, safety gear, or additional equipment he could sell you.

Just my opinion. Worth what it cost you.

JP

 

[DougA]

I've had pretty good luck returning stuff to Lowes, even a year later. If it's genuinely defective, Lowes has been good to me. That said, I still prefer HD.
Sometimes - not always - the price difference in equipment at a big box compared to a local dealer can be substantial. I would never pay $100 extra on a $400. item just to give a local guy my money. Just my opinion.

In the end, if I can't fix it, the repair shop probably can't fix it either. Always best to repair everything yourself. By the time you buy a new carb, it'll probably still be cheaper than buying it from the small shop

 

[drz1050]

I've had pretty good luck returning stuff to Lowes, even a year later. If it's genuinely defective, Lowes has been good to me. That said, I still prefer HD.
Sometimes - not always - the price difference in equipment at a big box compared to a local dealer can be substantial. I would never pay $100 extra on a $400. item just to give a local guy my money. Just my opinion.

In the end, if I can't fix it, the repair shop probably can't fix it either. Always best to repair everything yourself. By the time you buy a new carb, it'll probably still be cheaper than buying it from the small shop

When I was shopping for a new saw, the local dealer actually came in a little cheaper than Home Depot after it was all said & done. It's definitely worth it to give them a shot.

 

[Oldman47]

I have problems with my brush cutter Husqvarna 327RJx. Paid $ 400 for damn thing and it failed. Bought it last year, didn't run a lot .This year it wouldn't accelerate and just quits when I'm trying to do so. Changed spark plug, removed spark arrestor, checked fuel filter and fuel line position- everything was fine, very clean,. I'm very particular about fresh fuel and oil-gas mix ratio. Did not leave fuel for the winter in equipment. I have Husqvarna 460 rancher, big Husky blower. Everything runs good.
So, I looked up Husqvarna repair center online and it's around the corner : Little River Power Equipment ,Oxford CT. Goggled them and found review where customer says that he went to them with failed blower that was under warranty and after a while they charged him for carburetor and repairs and said that he ruined machine by using stale fuel. He was furious because he always used fresh fuel. I thought: whatever , you can't trust any guy online, who knows what is fresh fuel for him.
I left brush cutter at the store and was told someone going to call me soon. Week later after not hearing from the store I stopped by and asked if there any developments. Deep inside I was hoping that they say:"Opps , we forgot to call you , we fixed your cutter and it works better than new." Ha...
Instead of this the owner of the store Tom goes inside and returns with my tool saying : "We never had a chance to work on it. So what is wrong with it?" After I described the problem he opens gas reservoir sniffs it and I'm hearing diagnosis :" The fuel is stale, I can smell it. Husqvarna is not goanna pay for it " OMG. I lost my cool right there. I thought I'm going to have heart attack....... I called Husqvarna customer service, but what can you expect from very nice girl- operator. She said if dealer says it because of stale fuel it might be because of stale fuel.
I went home and inspected the brush cutter once again. And what do you know : this time I found that fuel line is damaged. It looks like someone chewed it ,it's deformed and has several tears. The damage located deep in reservoir, so I can't just cut it and reinstall fuel filter.
I don't think it's gonna be easy fix. Appears that I was running my cutter with no fuel filter all this time.
I filled it full with new gas just to make sure lines not sucking air and it still does not work properly. I think carburetor is clogged with failed rubber or else.
I'm gonna go to other dealer , but I worry about having argument with other "specialist" if they gonna find out that my carburetor is clogged. I think it might be clogged because of using unfiltered fuel and loose rubber particles. And they gonna want cash for repairs.
THE QUESTION: Should I contact Husqvarna Service Department (may be some kind of a manager ) before going to see dealer. May be it's going to ease the process of repair and eliminate the arguing about stale fuel etc.

The best thing I can say about that shop is stay away. They obviously do not want your business. I took my 20+ year old Stihl to a local repair shop and they got the whole thing running perfectly for me for under $20. Anybody who just tells you outright that a tool under warranty is going to be denied, without even submitting it, is just trying to p*** you off. Avoid them even for things like new blades ,strings, etc. They are a bunch of a**holes.

 

[Fiziksgeek]

I am an Oxford resident and have been down to Little River on several occasions over the last few years. I've bought oil, spare chains, replacement bar, trimmer line, basically accessories there, but have never bought equipment from them nor brought my equipment to them for service. I just don't get a good feeling from the guys...no tangible evidence about the quality of service, just a gut feeling. I prefer Newtown Power Equipment for that.

 

[Dmitry]

Yeah, same feeling here. You would expect attentive service from small shop, but at this point I got better experience with Lowes, HD and such. Sad.

 

[Dmitry]

Update on Brushcutter case . I went to other dealer in Orange, CT. The gentleman was much nicer and said there is a chance that Husqvarna might say damage was due to ethanol use. He needs to call and find out , then order the parts etc . I took it home , went on you tube , cut the fuel line to the point where it wasn't damaged , took carburator off and discovered it was clogged with rubber dust , cleaned it, works now .
Still don't understand. Same fuel , same usage , five machines bought at the same time . This one fails .

 

[dougand3]

Happy ending with a painless fix!

 

[Dmitry]

Wondering if it was more serous problem , how readily Husqvarna would fix it?
Lessons learned :
Manufacturers warranty is overrated for small engine tools .
I'm sorry for people who can't fix it on its own.
Thank God for inventing Hearth.com and YouTube

 

[jotul?]

Look for recreational fuel at , a marina or your local oil supply company. No ethanol. No carburetor/fuel line damage.