Complaints

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ********* chainsaw with a warranty in the summer of 2022z. clutch cover broke within first few months of owning it. Business said they would repair it per warranty. Business has had the chainsaw for four months and will only say they are waiting on parts and give no other information.

  Business response

  01/27/2023

  This Letter is in response to The Better Business Bureau regarding Complaint ID ********, ***** *****. This unit was dropped off September 12th , 2022, with the Customer Symptom of “Chain Keeps coming loose and plastic melted on Chain Brake” and was assigned a Repair Order # of 6802. Upon Diagnosis, this unit was found to have a damaged “Chain Brake Cover” and will be replaced free of charge under the OEM Warranty. We did not have that part in stock and had to order the part through our Parts Distributor, that part was ordered on September 15th , 2022, with an indefinite Back Order Date. Mr. ***** had called regarding a status on this order on Monday, January 2,2023, I had investigated his order and stated that we are still waiting on parts and placed him on a brief hold to track the order and see the status of the Parts. I stated to Mr. ***** that the part still has not shipped and that it was showing a tentative ship date of January 15th, 2023. He was displeased with the answer I had provided and had questioned If we can locate that part elsewhere. I stated as an OEM Warrantor we cannot use aftermarket or Used items per the Warranty Policy, and that we would have to wait for the part to receive warranty coverage, or he can pay out of pocket for an aftermarket cover. He was given the options to 1. Pick the unit up as there is nothing we can do without the parts in hand. 2. Wait for the warranty part and receive the service at 0 cost and 3. Pay out of pocket for an available aftermarket part. He did not provide an answer on what way he wanted to go. On Tuesday, January 3, 2023, Mr. ***** arrived at our store to receive his unit, he did not state anything other than “I’m here for my saw”. I had to ask him his name as he did not state who he was. We provided Mr. ***** with his equipment and that was the end of the conversation. I am confused on why he would submit a BBB Claim against us when this is a Supply Chain problem, and I was very clear on the problems we are having regarding parts. We did not Sell him this saw, nor was he an existing customer of ours. As far as making this right, we still have the parts on order and when they come in, I will replace the cover. I can contact him via email as soon as they arrive. However, I do not wish to conduct business with Mr. ***** once (if) this original repair is Completed.  Thank You,  Zachary H***** Manager Buffalo Outdoor Power Equipment 

  Customer response

  02/02/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The statement from the business does not reflect what actually happened. They gave me no indication as to if or when the part would come in. I called every month following my leaving my chainsaw with the business and they repeatedly stated the timeline for the part coming in was indefinite. After more than 3 months I went and picked up my chainsaw.  If they mail me the part for the chainsaw I will consider the matter resolved . If they do not I will continue to pursue it ** ********* ** ******* ** *****  Regards,  ***** ***** 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩