Husqvarna Customer Service

[Ronjohn89]

Has anyone had any luck in reaching Husqvarna customer service? My 445 saw stopped working, had it in a repair shop for five weeks and was told the repairs would not be covered under warranty - no reason given - just not covered. The repair tech explained that Husqvarna warranties are the hardest to get any claims covered of all the manufacturers. Repairs would include a new piston and cylinder head which, according to the tech, the repairs would supercede the cost of a new saw. I sent customer service two emails over the past two weeks asking for their rationale in why the claim was denied - both unreplied to. In the meantime, I have a saw that is still within the two year warranty window that is nothing more than a $450 paper weight!

 

[Bob Hedgecutter]

In my mind, there should be a paper trail following the refusal and you as the owner are entitled to see that.
My guess is- you took the non running saw in, the shop removed the muffler, saw the piston was scored- possibly did a pressure test on it- which it passed, noticed it was still in the warranty and waited for the Husqvarna regional rep to visit and decide if it was a warranty or owner/operator repair,
Since it was deemed non warranty, my next guess is it was run on bad fuel, lean fuel oil mix or straight gas- or if carb restrictors had been removed, some other modification like muffler mod done- warranty out the window, they are correct in telling you for a service shop to replace a genuine top end on a consumer saw WILL outweigh the cost of a new saw

Go back and ask "why" preferably in writing it was deemed not warrantable. The service store you took it to will have been told why it was not a warranty issue, they need to relay that to you.

 

[Ronjohn89]

TY for the reply Bob, I do have the email thread between Husqvarna and the repair shop - including the pictures that were taken during disassembly. In the thread, there is no reason given for the denial of claim. I even asked the repair shop why it was denied and he shrugged his shoulders, told me Husqvarna was the worst company to work with on warranty repairs and handed me back the saw. The saw is unmodified, and I ran it on "True Fuel" 50:1. If I did something wrong, I would like to know it. The fact that Husgvarna doesn't reply is even more frustrating.

 

[Bob Hedgecutter]

Yep well where I come from- a shrug of the shoulders does not cut it.
Personally I would not have left the shop without proof of reasoning. Photos of the piston showing the scoring will help- there are various areas the piston will score at due to various causes- heat, straight gas and air leak usually exhibit different scoring patterns on the piston.
But that is not the real question here- the question is WHY the denial.

I would have asked the counter staff, no luck, head up the chain, service person that worked on the saw, no luck, manager/owner, no luck, phone the regional rep for me please and I will talk to them.........