To whom it may concern: HORRIBLE GENERATOR AND CUSTOMER SERVICE
To whom it may concern:
I purchased a Firman generator WH03562OF from the Pinellas Park Florida store on 10/08/24 at approximately 11:06 a.m. for $1,068.93 including the tax. I immediately went home and opened the box. I had to cut the sides away because I could not lift it out of the box and did not want to tip it. I put the generator together and attempted to start it based on the directions.
After much frustration without success, at 2:23 P.M. I contacted Firman customer service at 1-844-347-6261. I received no response to the message I left. I called the number again at 2:42 p.m.. At 3:12 p.m. I received a return phone call from representative Dave. After 41 minutes, and thoroughly checking numerous pieces of the equipment, I was finally able to get it started. I let it run for a while and then turned it off thinking everything was fine and I would be able to start it up again when necessary.
On 10/09/24 Florida was hit with hurricane Milton, originally called a 1000-year hurricane.
On 10/10/24, the morning after the hurricane, of course without any power to my home, I attempted to start the generator first thing. I made numerous efforts and went through the same procedures that Dave had told me before to get it going. Finally, I called the customer service number again.
At 9:44 a.m. and again at 10:06 a.m...(1-844-347-6261) At 10:37 a.m. I received a call back from, Daniel Beltran, the customer service rep from Firman (623-440-6118). This call was 36 minutes and 7 Seconds. We went through all the same procedures as previously done with Dave on the 8th. There was no success, he told me to take the generator back to Lowe's because it was within 48 hours, and Firman would take it back from Lowes. (RTV)
Additionally, he mentioned during the call that they were getting numerous service calls on this generator! He stated that the generators had come in and HAD NOT BEEN TESTED but were shipped out because of the emergency.
I looked at Lowe’s website and saw that the store was to open at noon, at 12:04 p.m. (727-547-9335) I called to see if they had opened. I drove over there and saw employee Jeff and Tarjay who were working picking up debris and parts of the roof which had come off the building. Jeff told me to try coming back later to see if they had opened, he stated they were supposed to open at noon, but because of the damage they were not able to.
At 2:00 p.m I went back to the store, I waited in line and got in to see the manager Neereca. I gave her the receipt, and I also told her I had all the parts of the box. I was told they could not take it back because it was out of the box! I also had a complaint number that was submitted by Firman, initially given # 39473
I texted Daniel again( at firmanpowerequipment ) at 2:02 p.m. and called their help # (844-347-6261) I left an automated message for a return phone call. The Lowes manager Neereca also called and waited on hold. At 3:00 p.m., I received a call back (623-440-6118) from a woman representative. She did not give her name and stated she could not give me authorization to return the generator, that Daniel would have to call me back. At 3:00 p.m. Daniel called back, but was on another line with a customer and would call back. This call lasted 10 minutes 55 sec., at 3:21 p.m. Daniel called back from the same number. We spoke for 15 minutes and 11 seconds.
He stated he thought that the generator could be returned because of the 48-hour policy, he was unaware that it had to be IN THE BOX AND UNOPENED! He then said that Lowes would have to take it back to send out for REPAIR!
I do not understand how you cannot take something back if it was faulty to begin with. There's no way know a piece of equipment is defective until you use it!
I do not want this piece of equipment, obviously it is not reliable and I want my money back. Lowe's has the generator.
I can not attach the link link to Lowes 48 hour return policy. Under the 4th bullet in 48 hours you will see GENERATORS! “You can return these items within 48 hours of purchase” !
If you open the link on the 48 hours you will see:
Outdoor Power Equipment: Portable generators, pressure washers, chainsaws and pole saws (excludes
Under EXCEPTIONS IT READS!
• Exceptions:
o Items returned in original, unopened, undamaged, factory-sealed packaging or unused if not sold in packaging may be returned within 30 days of delivery or the time of pickup.
o Purchases made with Lowe’s Commercial Account (LCA), Lowe’s Business Advantage (LBA), MyLowe’s Rewards Credit Card (MLRCC), Lowe’s Business Rewards (LBR), Lowe’s PreLoad Plus Mastercard® or Lowe’s Lease to Own (LTO) may be returned within 30 days of delivery or the time of pickup. Excludes Outdoor Power Equipment.
