EECB To Generator Company Results In Out-Of-Warranty Replacement
Here's an example of a great EECB that worked: even though Joe's generator was out of warranty and the first two levels of customer service refused to help him, he was able to convince the company's execs to make good on a defective starter.
Here's the letter Joe sent to Generac Power Systems concerning his backup generator's failure to work during a recent outage:
Dear Mr. Jagdfeld,
I am writing this to you to share my recent experience with one of your products.
I am the past owner of one of your standby generators (at a previous residence). While that unit was not trouble free, I recommended your products to family and friends, and installed one for my brother in 1999. When we built our new house in 2006, I decided to purchase your 13kw NG standby generator because of your reputation for quality and customer service. I liked the fact that it was made right here in Wisconsin.
Yesterday, however, when this like-new and meticulously maintained unit was called upon during a power outage, it failed to start. Upon investigation (in the rain) it became apparent that the starter had gone bad. I pulled the starter to examine it, and confirmed that this was in fact the problem. The 'nose' (countershaft support) casting had broken completely off, and the starter bearings were thoroughly worn so as to make even turning by hand difficult. In operation, the starter would chatter and get very warm.
In talking to one of your authorized dealers, I was told that this was a rare case, and that this did not normally happen. When I called your customer service department, both Andy and later Angie admitted that this should not have happened. On a unit that has been run only 10 hours on 2 occasions (besides its weekly exercise time), this was admittedly premature failure.
I have offered, both to Andy and Angie, to send pictures of the casting failure in order to let them judge whether or not this was something that merits their attention. Both declined, and said Generac would not help me in this situation.
So there you have it. The starter failed. Only two conclusions can be reached: either the customer is at fault, or the starter manufacturer is at fault. Since the expected life cycle of the starter is significantly greater than the 150 or so times it has been used (admitted by your two agents and your authorized dealer), that leaves only the manufacturer at fault.
The question, then, is: why won't Generac stand behind their product? I realize that I am beyond the warranty period (by less than a year), and that Generac needs to have a set warranty period in order to limit liability in cases of customer abuse, and even normal wear-and-tear. This, however, is neither of those.
Mr. Jagdfeld, I own older cars, and have a good understanding of mechanical failure. Your own agents and dealer admitted that this was premature, and should not have happened. What I would ask, then, is for Generac to provide me with a new starter (Generac Part # 0E9323) in order to make up for the defective one. I am happy to provide the old one for your examination, if you want to examine it. I will take care of the installation.
Even though we went without power for 10 hours overnight because of the failure of the unit, I would like to look at this as an unusual event, and confirm my faith in Generac products. I am hoping you will do the right thing here, so that I can continue to recommend Generac to friends and family, and rate them highly on the internet sites I visit.
Sincerely,
Joe
This is a great case study of how to write a level-headed, smart EECB that makes a sound argument in favor of the customer:
- He describes his past relationship with the company and illustrates the value he's brought to that relationship, both by being a repeat customer and by bringing in other customers.
- He also clearly explains the problem in a logical way that never resorts to emotional appeals. The unit shouldn't have failed, especially since he was a model owner who did everything by the book.
- He acknowledges that they have a sound business reason to enforce their warranty restrictions—but that this is an exceptional case and therefore an exception should be made.
We're not sure such a reasonable letter will work in every case, since you sort of need a level-headed person on the other end who can recognize your value as a customer, but here's at least one example where it worked.
Post a comment
Comments:
Interesting. Also illustrates that the rules and policies can always be bent for people who prefer the honey approach than the vinegar. People are more lkely to bend the rules for you if you're not an ass.
I usually thought if things were past warrenty, you're shit out of luck.
Huh...
@Eldritch:
Once you are out of warranty you the company USUALLY has no legal requirement to fix your item (I think, but am not sure, that if it can be proved the company knew of a defect or problem that was widespread they may lose a lawsuit).
However, just because the company doesn't have to provide a repair / replacement part doesn't mean they are forbidden. In this case the company appears to have made a wise business decision to help a longtime customer who successfully plead his case
@sirwired: Generac is the preferred emergency power back up in RV's and boating because of the quality product and normally excellent customer care. I am surprised that the writer even had to resort to an EECB to get some relief.
Kudos, very well written letter and a positive outcome.
Good Job
Believe me, my life as a Whirlpool customer service associate would have been MUCH MUCH easier if I could have given warranty repair work to those 1 or 2 months out of their warranties. It's always the close calls that hurt the most, but front support has no power and people think we can grant miracles.
@Eldritch: I had a Chevy (huh) that was about 900 miles out of warranty. It had a wicked wheel vibration that I had a neighborhood mechanic look at. They told me they didn't know how I drove there in that condition. Basically the entire wheel was being held on by the brake pad.
Well, the neighborhood shop offered to tow me a couple blocks to the GM dealer. They gave me some stuff about how it was out of warranty. I did a pissy pants fit and they paid for it. It was so easy I wonder if they weren't hoping for me to pay for it (dumb question.)
Good for Generac! That puts them high on my list as I shop for a generator.
Stuff like this will only encourage more people to try EECBs without valid reason and simply slow everyone else in the process.
@RecordStoreToughGuy: Rules will be bent when they are worth bending. If you are a really nice person, then the CS person may feel like helping you and bend a rule, to them, its worth the time to help you. If you are really lound and can cause bad press, you are also worth helping to prevent loss. If you are somewhere in the middle, you arent getting anything.
On one had, I feel like this is an abuse of the EECB because the generator was indeed out of warranty. On the other hand, the argument was well made, and didn't rant and rave - the writer just asked for accommodation to be made.
@Traveshamockery: Normally I'd agree with you, but as the letter-writer (and the article) points out, this was an exceptional case. This owner used the product exactly as intended - actually used it less often than most generator owners - and a part failed. He could've sucked it up and bought the part on his own, but he decided to leverage his status as a good customer, and it worked for him. I say kudos!
Points for the OP and for Generac. On the other hand, - Points for the OP, as it is out of warranty, and while the part shouldn't have failed, it did. From the post it was made to sound like Generac didn't even offer to sell him a replacement part, and I doubt that... I think some details are missing from either here or there....
Without an analysis of the failed part, I can only say EECB abuse. Granted, no one else was willing to help, so there really wasn't another option.
Failure analysis is expensive. Hell, we charge $50/hour and we're considered dirt cheap. It's probably cheaper to give you a brand new unit than run the analysis and go over the data.
@AgitatedDot: Without valid reason? Several representatives of the company admitted that the starter should NOT have failed that soon. Warranty or not, I think that's unacceptable.
@aznjoker: The OP offered repeatedly to send them the part, or pictures of it, so they could look at it for themselves. They said, "No thanks!" The part should not have failed in that period of time, and they admitted it. Even the OP admits that this was an extraordinary case.
@aznjoker: I don't really see it as EECB abuse. Look at it this way--this is a loyal customer that is saying, "I understand our contract in commerce didn't cover this, but I want to continue our relationship and goodwill." Generac probably decided that this was worth retaining the customer (who will continue positive word-of-mouth) and not an egregious abuse.
Good companies WANT people like this to reach out to them so they can fix problems and smooth relationships that can NEVER be covered by the generic customer service process.
@katstermonster: The headline made me agree with the unsettled speck there, but reading the letter, I think the guy was in the right to send an EECB for this.
Generac is a fantastic company, I have many friends who work there and who have worked there. They know how to treat employees right.
Good for Generac and for the OP. The OP wrote a well-written letter to obtain something we would not expect customer service to have granted. Generac mgmt. responded doing what mgmt. is paid to do, which is make decisions.