I bought a Husky 2000S pressure washer last year. I used it a couple of times and it worked great. This spring, I started to wash my deck chairs and made it through 2 chairs and foot rests, and the pressure washer started leaking.
I troubleshot it, and it was a blown plastic cap. No problem, Husky should stock these. Nope! I need a whole new manifold assembly. It is covered by warranty, and that is when the circus started:
Chat start time May 25 1:21:34 PM EST
Chat end time May 25 1:34:57 PM EST
Duration (actual chatting time) 00:13:23
Operator Darlene
Chat Transcript
Info: We apologize for the wait, an operator will be with you shortly. Thank you for your patience.
Info: You are now chatting with 'Darlene'. Thank you for waiting.
Info: Your Issue ID for this chat is LTK145021872644X
Darlene: Hi, How may I assist you today?
Me: I have a 2000S pressure washer and it is leaking from the manifold. The leak is coming from a plastic plug held in place by a retaining clip. The head of the plug is physically warped, allowing water to come out, and the machine will not shut off and the output pressure is significantly reduced.
Darlene: The manifold will need to be replaced.
Me: Is it covered by warranty?
Me: I have less than 3 hours of run time on this machine.
Darlene: When was the unit purchased and what is the main use of the unit?
Me: It was purchased 09/09 and it is for home use.
Darlene: To place this order I'll need your full name, phone number, and shipping address. There is no charge for this order.
Darlene: Please hold one moment.
Me: OK
Darlene: Order ID 492265
Darlene: The order has been placed for you. Please allow 3-5 business days for your order to be shipped. The parts will be shipping out UPS ground and can be tracked via the UPS website (www.UPS.com) using your order # or the phone number given when the order was placed once the order ships out of our facility.
Me: Thank you very much and have a great day!
Darlene: You're welcome. Have a great day!
It gets better!
Chat start time Jun 4 1:01:35 PM EST
Chat end time Jun 4 1:47:24 PM EST
Duration (actual chatting time) 00:45:49
Operator Shannon
Chat Transcript
Info: We apologize for the wait, an operator will be with you shortly. Thank you for your patience. (This message repeated 8 times.)
Info: You are now chatting with 'Shannon'. Thank you for waiting.
Info: Your Issue ID for this chat is LTK145022122780X
Shannon: Hi, How may I assist you today?
Me: I would like to know the status of order 492265.
Shannon: Sure, give me just one moment to check on that for you.
Me: ???
Shannon: I apologize for it taking so long. We received the order on May 25 for the manifold assembly and I'm showing that that was just fine, however I'm having trouble finding tracking information on it.
Shannon: Let me look a little more into this, just one moment please.
Me: OK
Shannon: I sincerely apologize for the long wait. I'm going to go ahead and get your order to reship. For some reason, I can't seem to locate any tracking information. I'm going to make sure it ships out in the next 3 business days via UPS. Again, I sincerely apologize for the inconvenience.
Me: Please get it to me as fast as possible. I really need to finish a project that is holding up another project that must be done before I get too much more rain.
Shannon: I understand, I will see what I can do to ship it out to you on Monday (unfortunately UPS has already left today so I can't ship it today).
Me: Thanks!
Shannon: You're welcome. You have a great day.
Let's give it another spin.
Chat start time Jun 8 4:00:04 PM EST
Chat end time Jun 8 4:26:06 PM EST
Duration (actual chatting time) 00:26:02
Operator Ingrid
Chat Transcript
Info: We apologize for the wait, an operator will be with you shortly. Thank you for your patience. (This message repeated 4 times.)
Info: You are now chatting with 'Ingrid'. Thank you for waiting.
Info: Your Issue ID for this chat is LTK145022213609X
Ingrid: Hi, How may I assist you today?
Me: What is the status of order 492265? It was not sent out last week.
Ingrid: Please hold one moment.
Me: OK
Ingrid: Sorry this item is not ship; we will get it out tomorrow.
Me: If it ships tomorrow, when will it arrive at my home? It has been 9 business days since my initial chat and this is the third time I have been told that the product would be shipped.
Ingrid: It takes at least 5 business days for the order to go thru the whole process before it ships out.
Me: 9-5=4. So what happened? Was the order lost? I am not focusing my frustration on you, just on the process.
Ingrid: Sorry for the delay.
Ingrid: It will be out tomorrow.
Me: Thanks for your help.
On 11JUN 10, a CSR on the phone told me that the part was shipped via UPS and started giving me a tracking number, then we were disconnected and I did not receive a call back.
I tried chat again.
Chat start time Jun 11 2:39:40 PM EST
Chat end time Jun 11 2:51:17 PM EST
Duration (actual chatting time) 00:11:36
Operator Yacine
Chat Transcript
Info: We apologize for the wait, an operator will be with you shortly. Thank you for your patience.
Info: You are now chatting with 'Yacine'. Thank you for waiting.
Info: Your Issue ID for this chat is LTK145022297160X
Yacine: Hi, How may I assist you today?
Me: What is the status of order 492265?
Yacine: Please just give me one moment. I'm going to research that for you now.
Yacine: The part will be ship out next Monday and you should receive it by the end of the week.
Yacine: Is there anything else I can help you with today?
Me: I was just on the phone with customer support and he was giving me a UPS tracking number because he said it had already been sent out. It has been 12 business days since the part was ordered and I am still waiting for delivery. Every time I ask about it, I get a different excuse. Please provide me with a phone number for a supervisor. I do not want the 1-888-550-1606 number either.
Me: The customer service person hung up on me before he finished giving me the tracking number.
Yacine: Please call at 1800 381 0999 to speak with the supervisor.
The number was just another number to a CSR.
I finally spoke with Chris, a supervisor, today, 11JUN10 (the same day as the above chat and phone call). He said that the part is on back order until 18JUN10. I asked to speak to his supervisor/boss, and he said there was no one higher than him I could speak with. I asked for a corporate number, and he said there was none.
I confronted him with the above chats and phone call, and he kept on dodging the bullet. I have dealt with customers, and I would be ashamed of myself if I acted like these people. They constantly give you excuses and say anything to end the call. I am truly sorry that I trusted Home Depot's reputation and bought this Husky product. The projects I wanted to get done before the real heat starts are a pipe dream.
I know someone from Husky is going to read this and say call this number and we'll fix the problem. A good start would be just telling the truth.
I spent 24 of my 45 years on this earth defending the USA, and this is what I get for being a good guy.
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