Most helpful critical review
40 of 43 people found the following review helpful
Their support is terrible and no parts can be purchased by the customer.
on February 19, 2013
I would not recommend that anyone buy this generator or any other Black Max product!
I bought this generator at Sam's Club in Casper, Wyoming, for a little over $300.00, on December 15, 2012.
Shortly after buying it the weld on one of the front feet broke, no big deal, I simply put a brick under it when I run it...no problem (I will have the foot re-welded in the spring if the generator lasts that long) . Next the plastic instrument panel broke loose from the bolts that hold it (caused from vibration), again no problem, my wife and I have a small farm, I tied it together with bailing wire and it works okay (this part can't be fixed, it is just cheap plastic).
This past weekend when I was using the generator the governor rod broke and the generator idled way up and wouldn't throttle down. Shut er down, can't run it like that, not for long anyway. I called Black Max on Saturday and the tech said that the closest service center was in Cheyenne, Wyoming which is 5 hours away from me; I told him I simply needed a part and I could snap it in myself so he sent me a pdf of the generator and I was told that he would get back with me on a phone number to call to purchase the defective part (even though it is under their so called warranty) as soon as he found the number. I am still okay with that, it is a really cheap and simple rod. All I need is the part and I can fix it.
Well, the customer service rep didn't call back or email me by Monday morning so I called Black Max again. The first rep hung up on me when I asked why they couldn't just send the part to me. So I called again (I am very persistent) this rep told me that Gardner Inc. could sell me the replacement part. He gave me their phone number and I called them. Nope, they don't sell that part, but they told me the manufacturer of the engine could sell me the part, they said that Ducar makes the engine but they didn't have a phone number for them...I'd have to call Black Max to get their number. By the way there is a Homelite sticker on the pull rope housing.
I called Black Max again and was told by another customer service rep that this company is not set up to service the engines they build and that she will call me back today with a phone number I can call. She hasn't called yet...and I don't expect her to.
Anyway...after talking with several customer reps yesterday, the representative I spoke with Saturday called and told me that the pdf breakdown he sent me Saturday was incorrect and the company that made or assembled the engine is Roto US and he gave me a phone number to call. I called them and was told that the contract that they were negotiating with One World Technologies, Inc. (the makers of Black Max) had fallen through and that they had nothing to do with them. He gave me a phone number to Roto US.
So I made another phone call. The woman who answered the phone did not answer Roto US as I was expecting, but when I told her I must have the wrong number because I was trying to call Roto, she assured me that I had the correct number and she transferred me to someones voice mail. I left a message stating the part I needed and my name and phone number, but no one has ever called back. Big surprise there.
Any way I went to the Black Max website and left a request for support, of course I stated the part I needed and how I was very disappointed with the customer service so far. The following are the final correspondence with Tom Clinkscales at Black Max:
02/19/13 09:55: Tom,
I used your service center finder and was not surprised when it did not come up with one at all within 100 miles of my home (that was the farthest it would allow in the search).
Sir, I was told yesterday that there is a service center in Cheyenne, Wyoming, that is 5 hours from my home. I do not expect that your company would have authorized service centers on every corner or in every town, but I would expect that parts for your generators would be available for purchase by customers who wish to buy them.
I am not asking for, nor do I want warranty service, I simply want to purchase a new part to replace the defective part so that I can snap it in myself!
The Black Max generator cost me a little over $300.00, The part I need would cost less than $10.00; it would not be intelligent for me to drive 5 hours one way to take the generator to the nearest service center, drive back home (5 hours), and then turn around and make the same trip to pick up the generator when it was repaired; with gas at almost $4.00 per gallon it would just be stupid for me to do so.
All I want is the part! I know what the problem is and I am fully able to fix it...if I could get the part. If the authorized service location can get the parts from Roto, why can't I just purchase the part from the service center and have them mail it to me? This is not a complicated process or it shouldn't be. There has got to be a way that I can purchase the part and have it sent to me.
Work with me here. This shouldn't be a complicated process.
All I want is the part! I am 60 years old and I can fix it myself! If One World Technologies, Inc. is the only entity that can purchase the part, well that is a problem for the unfortunate customer who lives hundreds of miles from an authorized service center isn't it? Make the parts available to the customers who are willing and able to fix the mechanical defect. All I want is the part!
One World Technologies, Inc. or their authorized service center could purchase the part and let me buy it from them! All I want is the part!
The part in question, the governor rod, is not available to send out directly to you. The generator will need to go in to your nearest authorized service center for the warranty process to be implemented.
One World Technologies, Inc.
In conclusion, I will find a governor rod, after all these generators are all made in China and the parts are basically the same. I may have to buy several before I get one that is the correct length...but I will find one.
I would not recommend this generator to anyone, it is cheap and the Black Max company doesn't back their products at all. Look at Champion's 4000 watt generator, yes it is made in China, they all are, but their customer service is outstanding and the parts are available.