This past January, I was using my chainsaw when it ran out of gas. So I used some Super Tech 2 Cycle Precise Mix oil and mixed up a gallon of gas. I then put the gas mixture into my chainsaw and started it upit ran for about 1 minute and died. I could not get the saw started again so I took it into the shop on my way to work the following day. I stopped by the shop on my way home only to find that my $430.00 chainsaw was now a worthless pile of used parts. The mechanic told me the cause was the oil that I used. He had saved some of the gas in a coffee can and had some other gas mixture in another. He was careful to have measured the depth to make it a fair demonstration. He had me look at the color of the two mixtures. The one on the left was very dark and the one on the right was very light. I didnt know what that meant, but the mechanic explained. He said the one on the left was what the oil/gas mixture should look like. The one on the right was my mixture and it wasnt oily enough to lubricate my saw at such high RPMs. He then showed me a piece of cardboard that he had poured some of each mixture onto and let dry. His mixture had a dark oil stain on it; mine however looked more like cardboard. After the demonstration, I asked him how much to fix my saw and he just laughed. He told me it was beyond repair.
With only one thing to do, I headed over to Wal-Mart where I purchased the oil to fill out a claim against them for the cost of my saw. A few days later I was contacted by Wal-Mart and was told that since they didnt manufacture the oil they would be forwarding my claim to the oil company responsible which was Shell. She told me that I would be contacted by Shell and they would tell me how to proceed.
I was contacted by Shell and was told that they needed a sample of the oil and two quotes for a new saw. I complied with the request that day. That was the first week in January.
I didnt hear anything for a couple of months so I decided to call. They said they were still testing the oil. Meanwhile I have 11 trees laying in the front yard waiting to be cut up and moved. So again I waited.
A few more weeks went by and I called back and was told the same thing. I waited a couple more weeks and called back and they finally had some results. The woman I spoke with read me the report in which it stated that I never used their product. I asked her how they can say that. The only thing they have to test is their product because that is what I used. So I asked her if they were calling me a liar and she said I didnt say that. I pointed out to her that if I didnt use their product then someone was implying that and she just said well it wasnt me.
So I contacted Wal-Marts Claim division and talked to my rep. She was as confused as I was. She said that Shell wanted an unopened sample to test. I asked why they want that; I didnt use any other bottle except the one I sent them. She agreed that it was a strange request. She would investigate further.
I then received the official letter from Shell, in the letter they said that testing was inconclusive and asked for an unopened sample to compare the two samples and that they regretted to inform me that my claim had been denied.
After I received the letter I once again contacted Wal-Mart and spoke with my rep, she told me that after speaking with Shell that Shell claimed that what was in the bottle wasnt their product and they wanted another sample from the same batch to compare it with. I only needed one bottle so I only bought one. I asked if everyone needs to buy two of everything so that they have another test sample if anything was to go wrong. I then asked her what is to keep them from saying this about any claim. They would never have to stand behind their product because they could say it wasnt theirs. She again agreed and proceeded to tell me that because the report said that I didnt use their product that Wal-Mart couldnt stand behind the product that they sold either and that she was sorry.
So here I am with a box full of useless parts and the big oil company continues to make money at our expense. It seems to me that if they didnt recognize their own product then something was wrong with the product and they should have stood behind it. But they didnt.
The rich get richer and the poor get poorer replacing chainsaws that are burnt up using Shell oil products.
Below is a copy of the letter, complete with typos that I received from Shell Lubricants.
Shell Lubricants
PO Box 2099
Houston, TX 77210
Consumer Solutions-TSP19
1-888-416-1600 Option 5
04/07/08
Mark
As you aware, this letter is written in response to the claim you filed against our Super Tech 2 Cycle Precise Mix product. The product was sent to our lab and unfortunately, the report shows that the results from the sample were inconclusive and did not support, the sample shows that our product was not used. However, you may send a sample of unused product from a sealed container, so we can compare the two samples. As a valued consumer, we regret your loss, however we must respectfully deny your claim. If you have any questions of concerns please feel free to contact us anytime.
Thanks again,
Consumer Solutions/Product Claims
Mark
West Plains, Missouri
U.S.A.
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