Question about 'New' Husky saw.

[rusted]

I just received a 350 I purchased from an internet retailer.

It came in a plain brown shipping box.  Inside was the blue Husqvarna factory box.  It has several small gouges in it.  The packing tape was a little loose.

Here is a list of the inconsistencies I found:

The serial number label on the box has been tampered with.  It looks like it was peeled up and replaced.

The clutch cover has many scratches, one so deep in the side it's down to the metal.

The spark plug has clearly been fired.  

The gas tank smells like fuel has been in it.

I wonder, does Husky fire these saws at the factory, and that's why I'm seeing the clear deposits on the  spark plug?

Before I go off and start bad-mouthing this company, I'm wondering if I'm over-reacting or I just got sold a demo model, or better yet, someone else's returned item?

[Kevin]

They do put gas in them and test them, but everything else you described doesn't sound good.
The plug shouldn't have heavy deposits on it.

[rusted]

I'm going to link these pictures so dial up users can click at their own risk.    There's nothing over 75k.

http://home.comcast.net/~trailrig/saw/side.jpg
.
http://home.comcast.net/~trailrig/saw/sidebig2.jpg
.
http://home.comcast.net/~trailrig/saw/sparkplug.jpg
.
http://home.comcast.net/~trailrig/saw/label.jpg
.
http://home.comcast.net/~trailrig/saw/bottom.jpg

I'm still going to keep my image size, but on my own space.  15k  is a little, well, little *miserly*  

[rusted]

They do put gas in them and test them, but everything else you described doesn't sound good.
The plug shouldn't have heavy deposits on it.

The plug does look normal, like a good first startup to my inexperienced eyes.  I figured they might fire them.

I really don't *care* that it may have a couple of scratches, but the place I bought it from clearly stated 'New In Box'.  

I didn't want to get all started then find out I'll have problems with the dang thing.

[redpowerd]

yes, we like our photos smaller, read jeff and toms directions for posting pics.

id send that saw back, it looks used! they may not have even known about the scratches.

[Brian_B.]

SEND IT BACK!  BE IRATE ABOUT IT!

MAKE THEM GIVE YOU ANOTHER CHAIN OR SOMETHING.

OR

GET YOUR MONEY BACK AND BUY FROM A LOCAL DEALER.

I LIKE BIG PHOTOS!  

[rusted]

Well I wasn't irate but I was definitely pointed about the subject. I had been in contact with the President of the company about shipping, so I emailed him this link and asked what he intended to do.

He IMMEDIATELY authorized a return, and put me in contact with his customer service rep.  It appears that this was not a problem with the retailer, but a problem from the factory.  They receive the box from Husqvarna and ship it right out.  I don't think the box was opened, funky labels notwithstanding.  The box appears to have been roughly handled but that in no way explains the damage to the saw.  

I'm pleased with the retailer, not so pleased with Husqvarna.  Because now my tree will be laying in my backyard for two more weeks.  

The retailer is Southwest Supply.  I don't have a problem dropping the name now, because it appears to me that they're standing behind what they sell and are doing everything they can to help me out.

I'll update when I get my new powerhead and close the issue.

Thanks for listening!

[Brian_B.]

It's too bad that you didn't originally buy it from a local dealer. You could have seen it before you bought it and decided if you wanted a beat-up saw. Does it really take 2 weeks for them to ship?  

[rusted]

It's too bad that you didn't originally buy it from a local dealer. You could have seen it before you bought it and decided if you wanted a beat-up saw. Does it really take 2 weeks for them to ship?  

I agree, that's the problem with buying over the inet.  

It's going to take a week to send back, then they won't send a new one until they receive the returned item.

Honestly, I don't have a 'local dealer' I want to deal with.  The only dealer/service/warranty work place is a John Deere dealer that sells Stihls.  Their prices are sky-high, their labor is sky-high, and I don't neccessarily trust them to deal with me on my <$300 chainsaw, not when they are dealing in $60,000 tractors.  

If there was a local chainsaw dealer, I would be dealing with them.

[Brian_B.]

The Husqvarna website list several dealers for your area code. Most it seams like are Lowe’s stores. Looks like you have a northern tool Note:Please read the Forestry Forum's postion on this company close too. Do they have a retail store and service there? Their website states that they will beat any WEB deal by 110%.

If they knew about damaged boxes why didn't they replace them before they sent them out!

[rusted]

The Husqvarna website list several dealers for your area code. Most it seams like are Lowe’s stores. Looks like you have a northern tool Note:Please read the Forestry Forum's postion on this company close too. Do they have a retail store and service there? Their website states that they will beat any WEB deal by 110%.

If they knew about damaged boxes why didn't they replace them before they sent them out!

Well, Sears sells Husqvarna too, but they're not what I'd call a chainsaw dealer.  I can't take my small engines in there and get them repaired, I'm not supporting a local businessman, and they're definitely not cheaper than the net.

I didn't know about Northern's 110% policy, but that's because they're in another city, and I don't go there.  

[redpowerd]

dan henry is a husky dealer too!

[timberjack240]

i tell the husjy company that if they wanted my business they should send me a 3120. just kidding. husky makes good saws and i think you just got unlucky and if i were you i would buy another and if it is the same then you have a very good reason to run down huskies

[rebocardo]

FWIW: I have bought two saws from northern tool Note:Please read the Forestry Forum's postion on this company and the boxes were perfect and so were the saws. The label thing makes me think a saw was damaged in transit and someone mickey moused to cover something up.

I seriously doubt the saw left the factory in that kind of shape.

[jokers]

dan henry is a husky dealer too!

No he`s not.

Russ

[redpowerd]

my apoligies on that one, hes a dolmar dealer. in talking with him he listed many huskys he had, so assumed he dealt with huskys also. sorry dan and rusted.

thanks russ

[jokers]

my apoligies on that one, hes a dolmar dealer. in talking with him he listed many huskys he had, so assumed he dealt with huskys also. sorry dan and rusted.

thanks russ

No apologies necessary as far as I`m concerned, Jon. Dan can offer some of the best mailorder Husky prices around, and he does warranty work also, but in reality he is shoring up the dealership that he works with on the Husky arrangement. He is a Dolmar dealer and I believe that he is also a legitimate Redmax dealer.

An unfortunate reality for some small Husky dealers who are compelled to take on more product than they can possibly sell or products like lawn tractors that may not fit the demographic of their market, is that they must do whatever it takes to move enough product to keep the line, hence arrangments such as this one. Luckily this guy has Dan who moves alot of Huskies.

Since SouthWest never opened the box on rusted`s saw, how did they ensure that it was functionally complete and properly set up? Who adjusted the carb after it left Sweden?

SouthWest and Alamia are simply drop shipping and should not be considered dealers IMO, merely retailers akin to Walmart or Lowe`s who also offer no service. Furthermore, I don`t consider getting a replacement saw a couple of weeks later any kind of exceptionally good service.

SouthWest should issue a "Call Tag" or it`s equivalent depending on their shipper and as soon as the shipper picks it up from rusted, it will be placed in the system for electronic tracking. At this point, SouthWest`s interests are protected if something should happen to the saw and they will be reimbursed by the freight company`s insurance. At the point where SouthWest can track the saw electronically, they should immediately ship a replacement to the customer or they are double dipping by having the customer`s money and having virtual possession of the merchandise.

As I`ve said before, if you don`t buy from a dealer, how do you expect to get service?

Russ

[leweee]

As I`ve said before, if you don`t buy from a dealer, how do you expect to get service?

RIGHT ON  Russ

[rusted]

SouthWest should issue a "Call Tag" or it`s equivalent depending on their shipper and as soon as the shipper picks it up from rusted, it will be placed in the system for electronic tracking. At this point, SouthWest`s interests are protected if something should happen to the saw and they will be reimbursed by the freight company`s insurance. At the point where SouthWest can track the saw electronically, they should immediately ship a replacement to the customer or they are double dipping by having the customer`s money and having virtual possession of the merchandise.

As I`ve said before, if you don`t buy from a dealer, how do you expect to get service?

Russ

I agree.  I just wrote Ashley at customer service a note to the effect that they've already lost on the saw.  They should be overnighting my replacement here via reverse time-machine so it can be here by last week Friday.  Either that or make me a deep discount.

All I know is there's no WAY I should have to wait another 2 weeks for my saw.  They've already got my CC#, the agreement was free UPS ground shipping, well that took a week.  I held up my end of the bargain, what about theirs?

We'll see what she says.  

I'm actually proud of myself for keeping the lid on for this long.  At this point, I just want my saw, literally, YESTERDAY!

[rusted]

Since SouthWest never opened the box on rusted`s saw, how did they ensure that it was functionally complete and properly set up? Who adjusted the carb after it left Sweden?

They can't and neither can any other retailer.

Individuals may be able to ship around used chainsaws, but there's no way that a company could set up that saw and fuel and adjust it, THEN make sure that not one drop of combustible material remains in the carb or tank or fuel lines or head etc BEFORE shipping it.  Southwest Supply claims that they use a 'common carrier'.  Well, it's a Federal Offense to ship a chainsaw with a tank or line full of gas via 'common carrier' unless it's a full-on hazmat cargo.  Not unless UPS is in the habit of strapping the chainsaws in the open to a flatbed and shipping them that way.  I don't think it's feasible for a company to 'slip a few through'.

You're totally right about everything you said.  The only thing I'd like to say is that at least I sat down at the computer and wrote Ahsley an email, THEN read your reply  

I just plain got burned buying from an internet company, that's the bottom line.    I came clean and admitted I made a mistake doing it, now I just want my saw.

[leweee]

I just plain got burned buying from an internet company, that's the bottom line.    I came clean and admitted I made a mistake doing it, now I just want my saw.

It takes a brave man to admit that. Hope you have better luck with the next one.  

[Avalancher]

 Well, it's a Federal Offense to ship a chainsaw with a tank or line full of gas via 'common carrier' unless it's a full-on hazmat cargo.  Not unless UPS is in the habit of strapping the chainsaws in the open to a flatbed and shipping them that way.  I don't think it's feasible for a company to 'slip a few through'.

.

Its not against a federal law to ship explosive or flamable cargo with other cargo, it just has to be plainly marked with the applicable markings such as ORMD or whatever to notate what is inside. I worked for years for UPS, and we handled fuel for mini gas powered R/C cars and planes, ammunition, and even fireworks. They all got shipped the same as the rest of the packages. As a supervisor I had to often log certain packages like ammuntion, but other than that there was nothing else done as far as handling. I chainsaw with fuel in the lines or head is not going to violate any laws. It would definetly be smart to drain the fuel and run the saw to clear the lines, but you are not violating any federal law

[jokers]

I just plain got burned buying from an internet company, that's the bottom line.    I came clean and admitted I made a mistake doing it, now I just want my saw.

rusted, you and I are probabably no different than 99.9% of all other people, that is, basically good and doing the best that we can with each decision that we make. Despite my well known position on buying from anyone but a dealer and then expecting dealer service, I`m sorry that you have had a bad experience and it doesn`t bring me any satisfaction. In fact, I believe that SouthWest is one of the better internet retailers and my remarks are to point out the possible pitfalls in advance of someone else being caught in a compromised position when buying from a retailer that does not offer service. I see no sense in beating a now dead horse in regard to where you bought your saw.

I also recall that you stated that you have no reputable local dealer and that does leave you at a disadvantage when trying to buy local and from a dealer.

Best of luck rusted and may you have a quick resolution to your issues with that saw.

Russ

[rusted]

Southwest Supply has agreed to at least send the saw out as soon as the UPS # shows up in the system.  So they're not 'holding the saw hostage', which I can say at least occured to me as well.  

I should have the saw back by the end of this week.

Again, it's the price you pay trying to save money on the internet.  I don't think I can definitively say whether the problem is Husky's or SS's, although I have my suspiscions.  Bottom line is even with *good* customer service (which SS has displayed for an internet company), you're still stuck with shipping on the internet.  Just like all those eBay ads that charge $15 shipping on a computer HDD or that creepy old guy's 'Free computer learning CDs' which ship for a mere $6.95.  

I thank everyone for taking an interest in this thread and my whiney problems, and hopefully this gets added to your store of information.