Poor Service, Poor Management Follow-up
HUMBLE, TEXAS -- Update 5/27/09: I'm grateful that when the manager was ultimately informed of the situation (apparently he was not informed as the worker indicated he would be), he took time to understand the situation, and quickly rectified it. Got a new carb and the blower starts fine now. He addition, he went above and beyond by tuning up my Stihl saw for free. My faith has been restored! Thanks.
What a disappointment, have lost my faith in both the service and the management of this Stihl dealership. My recommendation is not to use this Ace Hardware store for Stihl product repairs/service.
The lack of skill and customer care by the tech and lack of follow-up by management indicates this dealership should not carry the Stihl logo.
1/31/09 brought my 7 year old BG 85 to Ace Hardware in Humble TX because it was hard to start (usually starts on 2 pulls). Tech explained it could be the carb and rather than a cleaner kit, best thing to do is replace the carb for $50 plus labor. But he'd check it out and let me know. No call, other than to say that the blower was ready to be picked up. I picked up the blower after new air + fuel filter, new plug, carb adjustment made, no replacement carb needed. Great for $42 + tx. Used it once - was hard to start, could never get it started after that. 4/10/09 Returned blower to Ace. $32 + tx later after plug and fuel filter replaced. Tried 3 times could never get the blower started. 5/5/09 returned blower to Ace. Tech could not get it started until he made some adjustments (so how was I supposed to get it started?) He'll have it checked and fixed in 2 days, told him Saturday 5/9 would be fine since I wouldn't need it before then. Went to pick up blower on Sat, tech had not even started working on the blower at all (no call to let me know this in advance), lots of apologies for the bad service, he’d make it up to me. Expected a call Monday or Tuesday to indicate blower was fixed (seems like a responsible way to make up for poor service). No call by Friday 5/15, so I called manager. None was avail to speak to me. However the person I talked (seemed like the person in charge) assured me that both the tech and a manager would call me Saturday 5/16. Also he indicated that the blower was on the "bench" (Meaning that the tech had not even looked at the blower after all the apologies). No call from either during the week. At 4 PM Sat (too late to use the blower) tech called to indicate the carburetor needed to be replaced. Part may be in by Tuesday 5/12, he'll call when it's ready. Still no call from the manager.
Basically I'm out $74 + tx, lots of wasted time, and a blower that's been out of service for 4 months. Root cause of the technical problem was carb needed to be replaced. That's what should have been fixed the first time. Root cause of the service problem: a tech that has difficulty diagnosing technical problems, but worse, who doesn't contact customers, who is insincere, and who apparently does not care to follow up or make amends when problems occur.
Frankly - this dealership does a dis-service to Stihl's reputation.
Issue has not been resolved because management has not had the courtesy to follow-up up on their commitments.