Bad Service!! What Would You Do?

[CrystalRiver1]

Just picked up my two MS 270's from a trusted Stihl shop, UNFIXED!!!
I've been using this guys off and on for about 4-5 yrs, service has always been excruciating slothful, yet this takes the cake and ends our relationship. I bought these saw back in Jan of this year, posted pics, and asked for some possible remedies. Took them to the shop in early Feb.
One MS 270 had a sheared crankshaft on the pull assembly side and needed the crankshaft from the other parts MS 270 to be good runner. Being clamshells, no splitting of the cases was needed so I was told.

Yet, after all this time my ex-bud calls me and says, "there's no way he'll ever get to them, they have crappy work system, its buddy-system, and it would be best you just come pick them up!"
He goes on to lament, "Your job is only a 2 hour job...if they would let me have the time!"
The place is a cemetery of antiquated saw carcasses, weedeaters, vermin, and miscellaneous 2 stroke junk.
They have a walk-in system...whereby guys by-pass the the front desk and just waltz through the backdoor or side door and drop their stuff on the Tec's bench and hang around, chew the fat and wait till its done or whatever.
I gave him a piece of my mine, but overall I remained pretty cool-headed...later on today I slowly began to percolate, seethe, and was building towards an inferno!!
I asked him two pertinent questions of which he stuttered and could not answer:
1. Why did you not fight for me with your bosses, so I could get my saws repaired?
2. Who calls the shots on whose equipment gets fixed & who's stuff gets shoved on the back-burner?

He says they're only going to fix Stihl equipment that was bought there from now on & won't be taking in any new repairs...
I'm considering taking pics of my post with the saws and their dates from Jan and pics from yesterday, and attach them to a fiery but, intelligently written email and forward it to the highest ranking Stihl official I can find.
I want to be compensated for my gas, wear and tear on my car, and potential loss of revenues of missed sales of the saws!!
I know its a long shot, but at least I am protesting the piss poor treatment and it will be on record!
I've already found me a local shop who can do the job in 3 days for under $65!!

Any thoughts from you studs?

 

[BrokenSVT]

Any thoughts from you studs?

Yes. You should have found the other shop a long time ago, and dropped them off there. It seems the old place has a bad reputation.

 

[drf256]

The MS270 totally sucks to work on. No excuse for their behavior though.

It's a clam-shell, but it requires splitting the base just to get to the clamshell motor. The base is half plastic and half Mag.

Pretty much a nightmare of a design.

If someone is doing it for 65$ you are getting quite a deal. The bearings are an off size that can't readily be found either.

Good luck. I'll never touch another if I can help it.

 

[Marshy]

Moved on. It's not worth the time and effort. At the most I would go into Google and leave a 1 star review, something similar to what you wrote above and then move on. People actually do use those reviews, especially non pros considering a purchase or taking their saw in for work.

 

[ABarrick]

This is actually a hot button of mine...I run a repair business for a living and I can say I honestly can't stand when people who don't know how to fix anything or even worse, they can but are too lazy to, go buy things to flip and then expect you to bend over backward to accommodate them so they can make money flipping something. If you can't fix it yourself, you have no business buying broken junk to resell. That type of work should be back-burnered fill in work. If you're a busy shop, why make a tree service wait on their saws that they use to make a living while you fix something somebody doesnt need, just bought to make a few bucks...Just my opinion.

 

[Homemade]

I hate shops like that. They value your respect by how much beer you drink on the weekends with them, or the quality of conversation you bring during the hours of "shop talk". The only other worse shop is the one that prioritize the repair order on how much money you spend in there shop. Just because you don't but a 660 every six months, doesn't mean your 270 isn't any less important. We have the same problems here. Good luck finding a good shop.


Sent from my iPhone using Tapatalk

 

[Steve]

This is actually a hot button of mine...I run a repair business for a living and I can say I honestly can't stand when people who don't know how to fix anything or even worse, they can but are too lazy to, go buy things to flip and then expect you to bend over backward to accommodate them so they can make money flipping something. If you can't fix it yourself, you have no business buying broken junk to resell. That type of work should be back-burnered fill in work. If you're a busy shop, why make a tree service wait on their saws that they use to make a living while you fix something somebody doesnt need, just bought to make a few bucks...Just my opinion.

I work in the service industry and totally agree.

 

[Steve]

Just picked up my two MS 270's from a trusted Stihl shop, UNFIXED!!!
I've been using this guys off and on for about 4-5 yrs, service has always been excruciating slothful, yet this takes the cake and ends our relationship. I bought these saw back in Jan of this year, posted pics, and asked for some possible remedies. Took them to the shop in early Feb.
One MS 270 had a sheared crankshaft on the pull assembly side and needed the crankshaft from the other parts MS 270 to be good runner. Being clamshells, no splitting of the cases was needed so I was told.

Yet, after all this time my ex-bud calls me and says, "there's no way he'll ever get to them, they have crappy work system, its buddy-system, and it would be best you just come pick them up!"
He goes on to lament, "Your job is only a 2 hour job...if they would let me have the time!"
The place is a cemetery of antiquated saw carcasses, weedeaters, vermin, and miscellaneous 2 stroke junk.
They have a walk-in system...whereby guys by-pass the the front desk and just waltz through the backdoor or side door and drop their stuff on the Tec's bench and hang around, chew the fat and wait till its done or whatever.
I gave him a piece of my mine, but overall I remained pretty cool-headed...later on today I slowly began to percolate, seethe, and was building towards an inferno!!
I asked him two pertinent questions of which he stuttered and could not answer:
1. Why did you not fight for me with your bosses, so I could get my saws repaired?
2. Who calls the shots on whose equipment gets fixed & who's stuff gets shoved on the back-burner?

He says they're only going to fix Stihl equipment that was bought there from now on & won't be taking in any new repairs...
I'm considering taking pics of my post with the saws and their dates from Jan and pics from yesterday, and attach them to a fiery but, intelligently written email and forward it to the highest ranking Stihl official I can find.
I want to be compensated for my gas, wear and tear on my car, and potential loss of revenues of missed sales of the saws!!
I know its a long shot, but at least I am protesting the piss poor treatment and it will be on record!
I've already found me a local shop who can do the job in 3 days for under $65!!

Any thoughts from you studs?

Was there a time frame you all agreed on when the repairs should be completed or was that just assumed? If you have had many problems with this shop in the past why did you continue to return?

 

[sunfish]

What would I do? Get better saws & work on em myself.

 

[Hinerman]

I work in the service industry and totally agree.

Until you need service of your own, and you're not the BMOC and get pushed to the side like a pos.

 

[Onan18]

What would I do? Get better (as in Husqvarna) saws and then you won't need to have them worked on.

Fixed it for you buddy.

 

[sunfish]

Fixed it for you buddy.

Well I agree, but there are better Stihl models & other brands also.

 

[Steve]

Until you need service of your own, and you're not the BMOC and get pushed to the side like a pos.

I prevent that by using my best judgement and being my own contractor. When I do need a service I cannot provide for myself I make sure before any work is done the business and/or technician and I are on the same page for cost, time frame till the work is completed, and any unforseen issues that could arise. If neither party can come to an agreement then i find someone else.

We all have been yanked around by a buseniss and we all hopefully learn from that.

What is BMOC? I'm not super acronym savvy.

 

[MS290man]

BMOC - big man on campus

 

[Hinerman]

I prevent that by using my best judgement and being my own contractor. When I do need a service I cannot provide for myself I make sure before any work is done the business and/or technician and I are on the same page for cost, time frame till the work is completed, and any unforseen issues that could arise. If neither party can come to an agreement then i find someone else.

We all have been yanked around by a buseniss and we all hopefully learn from that.

What is BMOC? I'm not super acronym savvy.

BMOC=Big Man On Campus, just a slang for Big Dog, someone with status. An old College term for the guy who knows all the women, where all the parties are, etc.

The thread starter took his saws to a Stihl saw shop to get fixed in February, seems reasonable to me. I assume he just now gets a call saying they are not going to fix them. ABarrick basically thinks people ought to fix them there self or don't buy them, to which you agree.

What if you came into my restaurant and ordered a burger, which is on the menu, and after an hour I tell you, "Sir, you need to leave so we can seat these oil field workers, they are the Big Dogs, tip well, and eat steaks. Your burger is not worth my time, go home and fix it yourself"?

 

[Chainsaw Jim]

At least the shops around here will tell you up front they don't work on plastic or top handle Homelite saws.

My advise is to forget it ever happened and go elsewhere. Don't even bother mentioning it to the next shop. Shops don't like hearing new customers walk in complaining about another shop.

 

[Steve]

BMOC=Big Man On Campus, just a slang for Big Dog, someone with status. An old College term for the guy who knows all the women, where all the parties are, etc.

The thread starter took his saws to a Stihl saw shop to get fixed in February, seems reasonable to me. I assume he just now gets a call saying they are not going to fix them. ABarrick basically thinks people ought to fix them there self or don't buy them, to which you agree.

What if you came into my restaurant and ordered a burger, which is on the menu, and after an hour I tell you, "Sir, you need to leave so we can seat these oil field workers, they are the Big Dogs, tip well, and eat steaks. Your burger is not worth my time, go home and fix it yourself"?

Sorry, I'm wrong.

 

[Cobby08]

I'm guilty of that. Not trying to come off as a jerk but I will prioritize a customer that is a commercial account. I understand that a customer is a customer whether its a $130 string trimmer or 20 MS 461's but if I have a large account I will absolutely put them first for a few reasons. 1) From a business point of view, I cannot simply afford to loose a big account like that and keep things going. Now losing a $130 sale, meh, yeah it sucks but it happens. I understand that you do that 3 times a week it could catch up fast. 2) If a saw they need repaired comes in, that is there income. That is how they support their families. I can respect that as this is MY income as well. If you have some firewood (and I am not degrading your task in any way shape or form) if you can't get to it because your saw is down, its just a PITA and an inconvenience. 3) Most commercial accounts are quick. They want the work done fast, no matter what the expense as they rely on your knowledge and trust you to make the best decision for them. Someone who comes in for one or two repairs a year TENDS to be one that takes more of, "Is that the cheapest way?" or "I can find the same part cheaper online." I don't have time for that run around stuff. I'm sure there are a few other things I'm missing right now and I understand there are two sides to every story. I just want to point out that we are also a hardware store, grocery, feed, and lumber yard. This IS our busy season. I am backed way up I admit. Between getting caught up and trying to help out in the rest of the store, Its frustrating trying to get started working on something then get pulled off it in 20 minutes to go shag boards. I find the room for error increases so I sometimes don't bother getting started on something if I know its an in depth project until I have sufficient time. I can't afford to do things twice because of a dead short in my brain.

As far as servicing only what they sell? I've moved back to that. I prioritize stuff this way. Commercial, my brands purchased here, my brands, pro brands, miracle work. I used to do that; whatever it is, bring it in. Then we had garage sale day and I had a floor of $20 piles of crap that they bought used at a garage sale for $5 and now they want a miracle. I'm no miracle man, nor do I want to be. I've gotten to the point where I only find it fit to turn down small work. So going back to a setup like your MS 270 problem, MOST shops are charging $65-75 an hour around here. Stihl manual says 125 minutes to which is at the minimum $130 bananas. I have a hard time charging that much for a saw that is worth about $175-$200. So as guilty as it sounds I don't prioritize it because I feel that its hard to justify the repair and telling someone that their saw isn't worth it ends up in a 30 minute convo of trying to explain why a product isn't fixing... blah.. blah... As sad as it sounds its a cruel circle.

 

[ABarrick]

BMOC=Big Man On Campus, just a slang for Big Dog, someone with status. An old College term for the guy who knows all the women, where all the parties are, etc.

The thread starter took his saws to a Stihl saw shop to get fixed in February, seems reasonable to me. I assume he just now gets a call saying they are not going to fix them. ABarrick basically thinks people ought to fix them there self or don't buy them, to which you agree.

What if you came into my restaurant and ordered a burger, which is on the menu, and after an hour I tell you, "Sir, you need to leave so we can seat these oil field workers, they are the Big Dogs, tip well, and eat steaks. Your burger is not worth my time, go home and fix it yourself"?

No, I basically said people shouldn't buy broken junk and expect others to be happy to repair it so they can turn a profit on the others work.

 

[CrystalRiver1]

Taking all things into consideration.
My money, time, and business is just as good as the guy who lives, breeds, cuts trees 24x7.
If they didn't want to fix them they should have said so and no hard feelings!
Whether I flip them or shove my saws up a midgets ass is my business!
I've spent a ton of money with these billy boys, But not another dime!
Furthermore, its not my job to know their job nor do I have desire to be able fix saws like many guys do. I have several skill-sets that those guys would look like, "The Three Stooges" trying to accomplish.
So the argument about desping someone who can't repair their own saw is ignorant and shows a lack of critical thinking...not to mention Neanderthal customer service skills!
Hell, I'm paying them to do that!
Close the freaking doors if you're gonna pick and choose who you serve!
We're grown men...I'm not asking to be happy fixing my junk or valuables...I'm asking them to do their dam job and handle business in a business like manner!!