Stihl warranty and aftermarket parts question

[wanderingheel]

I have a Stihl BR700 on which the engine seized, that is well within the warranty period (less than 2 years with very limited residential usage). The blower was always taken care of and maintenance done once, but with aftermarket parts (filter, spark plug, and fuel filter). The engine began running roughly prior to the maintenance (which is why I did the work), and ultimate seized due to the wrist pin.

I took the blower to a Stihl dealer for inspection and warranty work on the engine. They were able to replace the engine under warranty... however, they chose to replace (at my cost) all of the aftermarket parts (air filter, spark plug, and fuel filter) without asking, and forced me to pay for the "maintenance work". They stated that they were required to replace them with OEM parts and charge for it, because Stihl requires OEM parts to be used for warranty work. They also never reached out to notify me of the work, so I was forced to pay for the work, even though it was not authorized (they say they have a minimum on work and will not contact under that threshold). I brought the blower in for the broken engine, not for the other "maintenance" work, to the tune of 125 dollars for replacement. Are they correct?

 

[Poleman]

They are correct. Any aftermarket parts in and engine brought in for warranty work generally VOIDS the warranty. Even the fact that you worked on it voids the warranty. Just typical maintenance won’t.
They can’t extend any warranty with aftermarket parts in a unit. I’m actually surprised they even worked on it…. Stihl Dealers in my area would just laugh at you and send you on your way.

 

[hacskaroly]

$125, looking at $95 in labor and the rest in parts. I agree it is shady for them to have a "minimum charge" before they call and ask if you want to go ahead. It's a simple call, gives the customer a heads up at least. But yeah any work a dealer does they have to use Stihl OEM parts or other brands that are sold with the saw (spark plugs). Next time you take something in, tell them to give you a call first if there ends up being a charge (parts/labor) to you before they do the work.

 

[MtnHaul]

I brought the blower in for the broken engine, not for the other "maintenance" work, to the tune of 125 dollars for replacement. Are they correct?

That seems extra shady since the machine was already in pieces due to the engine replacement and the only extra labor involved would've been swapping out the fuel filter. Addressing the air filter and spark plug did not add any time to the repair since they would've had to remove them during the engine replacement process anyway. It sure sounds like the shop wanted to make a little extra money--maybe Stihl doesn't compensate very well for warranty work?

 

[hacskaroly]

maybe Stihl doesn't compensate very well for warranty work?

From what I have seen the tech/mechanic really has to fight/present a good case for Stihl to do a warranty repair. Businesses don't want to be giving away free stuff if they don't have to.

 

[Junk Meister]

The lack of empathy and the predatorial attitude bodes bad for the future of the business.
A "HEADS UP" and an explanation would have went a long way.
My friend (Marvin) had a local backhoe dig up a leaky water line. He repaired it and handed Marvin the bill and said there was a splice and a deep scratch a few feet away (Polt Pipe) that should be replaced. He had a show up fee and a 1 hour minimum. His business was only a few blocks away and spent less than 1/2 hour from leaving his drive and returning back home to his drive. Marvin asked him why he didn't replace a longer stretch to eliminate a potential problem. He said "You wanted the leak fixed, I fixed it" Marvin told me about it and merely said it wouldn't have taken mere minutes longer to replace a longer section and would have been within the 1 hour minimum time. Marvin Had a good memory.

 

[MtnHaul]

Marvin asked him why he didn't replace a longer stretch to eliminate a potential problem. He said "You wanted the leak fixed, I fixed it" Marvin told me about it and merely said it wouldn't have taken mere minutes longer to replace a longer section and would have been within the 1 hour minimum time.

This sort of thing drives me nuts. Once things are opened up you might as well take a good look around and address any other needs "While you're in there."

 

[wanderingheel]

My gripe is that the replaced parts weren't required for the warranty work (especially given they were brand new, but after market), unless Stihl demands that ALL parts are OEM on the entire machine to maintain the warranty, which seems extreme. That's honestly my question - do ALL parts need to be OEM to maintain a warranty with Stihl?

But yes, shady for:
1) the hourly labor rate given the machine was already apart
2) a "minimum work" policy of up to $175 dollars without a call (because "it would take too much time")
3) doing work not required or requested to be done
4) holding a machine hostage unless the bill was paid, despite the above...

 

[hacskaroly]

My gripe is that the replaced parts weren't required for the warranty work (especially given they were brand new, but after market), unless Stihl demands that ALL parts are OEM on the entire machine to maintain the warranty, which seems extreme. That's honestly my question - do ALL parts need to be OEM to maintain a warranty with Stihl?

Stihl's thought with aftermarket parts is that they cannot control the quality (regardless if it is a superior or lessor quality). The warranty, in this case is a blower that came off of their line with trusted parts. When people start replacing with aftermarket and something goes wrong, it is easy for Stihl to point the finger at the aftermarket part failing causing the issue and not Stihl's manufacturing process. In your case it was easy to prove that it was a wrist pin failure (part of the manufacturing process) and not something that got sucked through an AM air filter, fuel filter or a bad spark plug. While under the warranty period, it is easier to prove a manufacture process failure with all OEM parts, where as AM parts and mods can potentially throw in unknowns making it easier for Stihl to deny a claim.

 

[Woodtroll]

They are correct. Any aftermarket parts in and engine brought in for warranty work generally VOIDS the warranty. Even the fact that you worked on it voids the warranty. Just typical maintenance won’t.
They can’t extend any warranty with aftermarket parts in a unit. I’m actually surprised they even worked on it…. Stihl Dealers in my area would just laugh at you and send you on your way.

Does the Magnusson Moss Act not apply to chainsaws? You usually see it referred to regarding automobiles and DIY oil changes and such things, but I thought it applied to other consumer product warranties as well. In regard to aftermarket parts and third party/homeowner work:
" A manufacturer cannot refuse a warranty claim just because an aftermarket part or third-party service was used, unless they can prove that specific part/service caused the defect."

 

[lehman live edge slab]

Does the Magnusson Moss Act not apply to chainsaws? You usually see it referred to regarding automobiles and DIY oil changes and such things, but I thought it applied to other consumer product warranties as well. In regard to aftermarket parts and third party/homeowner work:
" A manufacturer cannot refuse a warranty claim just because an aftermarket part or third-party service was used, unless they can prove that specific part/service caused the defect."

They did work on it without refusal, put in a new engine with warranty. Id imagine if he was willing to give up his warranty he may have been able to keep the aftermarket stuff on it but if he wants Stihl to give him a new warranty he needs the Stihl parts. Also a bad fuel filter could cause an issue that may have caused the wrist pin failing and so could the air filter let stuff in ext or come apart itself. I’d be happy they warrantied it and yes they should have called but if you wanted a new warranty you were going to need to buy the oem parts. Parts are 35-45$ of the money charged, basically weather you want to save money or not best to use oem parts during the warranty period. Also they will most certainly charge labor on all parts not covered by the warranty repair so they charged for the parts and time to install.

 

[hacskaroly]

Does the Magnusson Moss Act not apply to chainsaws?

This I do not know.

 

[lehman live edge slab]

This I do not know.

It applies to everything but they didn’t deny warranty just wouldn’t let the blower out with aftermarket parts and a new warranty. Which is stihls right to do if you want them to back up the new engine. Husky and echo would do the same, so basically if he would have spent 15-20$ more he would have saved 125$ at the dealership putting it back oem.

 

[Woodtroll]

They did work on it without refusal, put in a new engine with warranty. Id imagine if he was willing to give up his warranty he may have been able to keep the aftermarket stuff on it but if he wants Stihl to give him a new warranty he needs the Stihl parts. Also a bad fuel filter could cause an issue that may have caused the wrist pin failing and so could the air filter let stuff in ext or come apart itself. I’d be happy they warrantied it and yes they should have called but if you wanted a new warranty you were going to need to buy the oem parts. Parts are 35-45$ of the money charged, basically weather you want to save money or not best to use oem parts during the warranty period. Also they will most certainly charge labor on all parts not covered by the warranty repair so they charged for the parts and time to install.

"Could caus" is not the same as "prove it caused"; a key part of that act is that if a warranty is denied, the manufacturer/dealer has to prove the failure was caused by non-OEM parts or labor. That keeps a dealership from saying, "well, you could have loosened the wheel when you changed the oil, and that could be the reason it fell off, so we're not covering it under warranty".

The statement I took issue with was what I quoted in my reply: "Any aftermarket parts in and engine brought in for warranty work generally VOIDS the warranty. Even the fact that you worked on it voids the warranty. Just typical maintenance won’t." I don't think that is accurate.

I don't disagree with the fact that the dealer may be required to replace the non-OEM parts; many companies do or require this. If you send a firearm back to Ruger for warranty work, for example, with non-OEM sights and grips, they will replace everything non-OEM on the revolver with their parts and you don't get your custom grips back, no matter how nice, even though their repair was, say, for the loading gate. The difference is they don't charge anything when they do this. For the dealership to charge for parts AND LABOR when they had to replace the parts to put the saw back together anyway, and not offer the customer a choice, is flat out crooked.

 

[lehman live edge slab]

"Could caus" is not the same as "prove it caused"; a key part of that act is that if a warranty is denied, the manufacturer/dealer has to prove the failure was caused by non-OEM parts or labor. That keeps a dealership from saying, "well, you could have loosened the wheel when you changed the oil, and that could be the reason it fell off, so we're not covering it under warranty".

The statement I took issue with was what I quoted in my reply: "Any aftermarket parts in and engine brought in for warranty work generally VOIDS the warranty. Even the fact that you worked on it voids the warranty. Just typical maintenance won’t." I don't think that is accurate.

I don't disagree with the fact that the dealer may be required to replace the non-OEM parts; many companies do or require this. If you send a firearm back to Ruger for warranty work, for example, with non-OEM sights and grips, they will replace everything non-OEM on the revolver with their parts and you don't get your custom grips back, no matter how nice, even though their repair was, say, for the loading gate. The difference is they don't charge anything when they do this. For the dealership to charge for parts AND LABOR when they had to replace the parts to put the saw back together anyway, and not offer the customer a choice, is flat out crooked.

I never said they could or should deny the warranty, they didn’t but they can say it needs back oem for you to get a new warranty and it’s not part of the repair so it costs money. That’s the only thing I was getting at, now if they said no because of aftermarket parts for maintenance then the law applies because even if it did cause the issue they need to prove it and probably can’t so they just repair and put back to as new with oem parts. Also I’m kinda surprised ruger eats the parts without a charge to put back stock. So basically the lesson is if you have aftermarket maintenance kit on it and it blows up change to oem parts before sending to warranty if you don’t want to get a bill.

 

[wanderingheel]

It applies to everything but they didn’t deny warranty just wouldn’t let the blower out with aftermarket parts and a new warranty. Which is stihls right to do if you want them to back up the new engine. Husky and echo would do the same, so basically if he would have spent 15-20$ more he would have saved 125$ at the dealership putting it back oem.

I think what's interesting is that the new motor doesn't come with a full new warranty... just is a continuation of the existing warranty minus the time that has already elapsed since purchase. I had thought that the new engine would be provided a new warranty, but alas, that's not how Stihl does it. Which is what also is irritating that they removed the aftermarket parts and replaced with OEM as well.

 

[lehman live edge slab]

I think what's interesting is that the new motor doesn't come with a full new warranty... just is a continuation of the existing warranty minus the time that has already elapsed since purchase. I had thought that the new engine would be provided a new warranty, but alas, that's not how Stihl does it. Which is what also is irritating that they removed the aftermarket parts and replaced with OEM as well.

Unless they showed you specifically that the warrant wasn’t reset per Stihls paperwork I’d say the dealership is full of it. I brought a couple things in for a tree service under warranty and they got fixed with full new warranty according to local dealer. It was 2 br 800’s he had issues with, one was just under 2 years old and it was a pro use blower but the only equipment with short pro warranty is the saws. Blowers and trimmers same warranty pro use or not and you get double warranty if you buy Stihl ultra oil at blower purchase.