I am writing this letter in regards to poor customer service, I received at W C CRYTZER EQUIPMENT, I am asking that appropriate action be taken, to handle this issue in a fair manner. I purchased a Stihl Model # FS55RC, Serial # 264207105 3 years ago.
This past summer, I started it and it ran for 1 hour then stopped. I could not get it started, so I took it back to W C CRYTZER EQUIPMENT, INC, which is where I bought it. They took it to the back room and said it was fine. Went home, the next day it did the same thing, so again I made another trip, and I took it back up. They told me the same thing again. They said that they don't think there was anything wrong with equipment. Disappointed I took the Weed Eater back home and figured I would simple only use it in hour increments which is what I did all summer until the coil finally went. The coil, I found out later, is a warranty item however it must be assessed and evaluated by a STIHL dealer. I took it back to W C CRYTZER EQUIPMENT, INC where I was simply told they would take care of the issue. When I returned from vacation I received a phone call from their Kittanning office telling me that they have my Weed Eater and told me the following: It will cost me $90 because they tore it apart, $30 for the coil and $30 to get the machine put back together. I received the second call from your employee informing me that it would need a whole new part, crank shaft to match the coil, which would cost more than the original cost of the product. During this whole time I was under the assumption that the dealership was still a Stihl dealership.in fact the stores still carry STIHL equipment and I had not known that they had changed over to ECHO. Also some on their shelves. They where a Stihl dealership when I purchased the product.
My argument is I was not properly informed that when I gave the equipment over to them to fix, that they where no longer a certified STIHL shop that could fix the Weed Eater. If they were then the machine would of been covered under the STIHL warranty. Second I did not give any permission for them to ship the equipment anywhere, neither verbally nor in writing. Third they are charging me $217 just to get the equipment back, and unless my math is incorrect 90 30 30 does not = 217. The equipment itself was $190.00 to begin with. Where is the customer service? Where is the customer communication? Don't they think that it would be important to tell the customer that they should look into a new one rather then the cost of fixing this used one? It should have been fixed in the first place within the first two times I took it up!
W C CRYTZER EQUIPMENT's behavior in the matter is simply astonishing, as to how you can treat customers like this and expect them to be returning customers.
So now we have come to the point in the matter where they will not return my Weed Eater and I will not pay for a service that ONE I did not authorize and TWO they simply just tore it apart and put it back together. The equipment is still not fixed. I am simply tired of the issue
Please help me with this issue.
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