Top critical review
37 people found this helpful
I will never buy another Husqvarna product
on July 25, 2015
This review is not about any piece of the ordering or delivery process. All that gets five stars. Easy and quick as drinking a cold beer on a hot day.
No, this is about Husqvarna. Two days ago, if I had written a Husqvarna review it would have been a five star review. I had a Husky saw I bought in Colorado that I used for well over a decade. As a matter of fact, I would probably be using it now were it not for an idiot I hired to cut some deadfall who put unmixed gas in it.
But I am here to tell you that Husqvarna has slid far, far downhill. The saw that arrived on my doorstep had a chain adjusted so tight it was immobilized. The chain adjustment screw must have been tightened down with a pneumatic screwdriver in the Legal Department, because I had to take great care and use my own tools (not the little piece of junk packed with the saw) just to avoid stripping the screw. I adjusted the chain, put some Husqvarna mix and chain oil in the saw, and went out to cut some wood. The saw - my brand-new, expensive saw - simply would not start. In fact, it never has started.
I called Husqvarna Customer Service to see if there was something I was doing wrong. They had no idea. None. Couldn't provide any Customer Service beyond answering the phone, reading a seemingly interminable verbatim line of legalese written to disclaim any responsibility for anything at any time under any circumstances including the product they sell, and providing somebody else's phone number. They told me I had to take my brand-new, expensive saw to an Authorized Repair Center. I did. This morning. The tech couldn't start it either. So this was not a case of Stupid User Syndrome. This was a case of poor quality control. A brand new saw, never started, and I'm driving an hour both ways to put it in the shop. With a two week (minimum) wait. And pay a $21 "deposit" in case I decide to skip town and run out on a justifiably $0 service bill and don't come back to pick up my $400 brand new saw. Makes sense, eh? I suppose I should consider myself fortunate there is an Authorized Service Center within driving distance, because the Warranty clearly states that "costs to transport or ship the product are your [the purchaser's] responsibility". Get this straight: if Husqvarna doesn't keep up their quality, YOU pay. Inspires confidence, doesn't it?
When I spoke with the Authorized Service Center employee(s), they were careful to state that IF the work required was under warranty etc etc.... Since it was a brand-new, unsullied, sawdust-free, immaculate saw that had not even spun the chain one revolution because neither I nor the Authorized technician could start it, I asked "What could possibly be wrong with the saw that IS NOT UNDER WARRANTY"? A reasonable question, I thought, under the circumstances. The response was "I don't know, sir." This Authorized Service Center was obviously hand-picked with great care by Husqvarna corporate to ensure a positive customer experience and hire personnel who encourage trust by exhibiting a professional knowledge of the product.
I could go on and on about the poor quality control that delivers a dead saw, the miserable state of the User's Manual, my experience with the local, Authorized Service Center selected by Husqvarna, and the totally witless, unhelpful, and derriere-covering customer representative parrots at the toll-free number, but what would be the point?
Bottom line: I will never buy another Husqvarna roduct.