NONEXISTENT customer service

ComplaintsHome & GardenFna-Group - HDpowerwasher

Complaint

0
Randy Filkin
Country: United States
I purchased an HDpowerwasher from Home depot and a couple of years later, I was having problems with a part and emailed them. You go to their website and can 'chat' with someone after hours. I am not able to contact them in this method during business so they adv we can leave a message via a form. I did this and got this response:

From: Support Group <support@fna-group.com>
Subject: Acknowledge: When you were offline (via LivePerson) (Ticket# LTK14501332942X)
To: "Randy" <filkin_randy@yahoo.com>
Date: Monday, July 21, 2008, 5:40 PM


 Dear Randy,

Thank you for contacting us!
We have received your inquiry and are assigning it to a representative. You can
expect to receive a response from us in one to two business days.

To help track your inquiry we have generated a reference number. Your ticket
code is LTK14501332942X. Please use this code in any further communication.

====== Your Inquiry ======
the gun leaks profusely. How can I fix it. If I buy a replacement, how much is
shipping?

I waited patiently, no response after 8 days so I emailed again:

From: Randy Filkin <filkin_randy@yahoo.com>
Subject: Re: Acknowledge: When you were offline (via LivePerson) (Ticket# LTK14501332942X)
To: "Support Group" <support@fna-group.com>
Date: Wednesday, July 30, 2008, 9:30 AM
8 days later and still no response?


Still no response to my ticket, NO contact tn ANYWHERE  on their website. I only found a ph # because I looked up their domain name. I called 847--882-6601 and all that is a recording referring me to a cust svc PH#. I called THAT #, 800-381-0999 and all that is a recording referring me BACK to the website

I will probably need to buy GOOD powerwasher and learn from this

Comments

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  • 0
    Albert J. Evans
    My Husky 1550 pressure washer started to leak after owning it a short time and after very limited use. The water pours out along the seam where the
    wand is put together. I am disappointed with this product and would not recommend it to anyone.
  • 0
    homedepot_michael
    My name is Michael from Home Depot Customer Care; I work very closely with the manufacturer of the Husky product and will be glad to assist. Please send a detailed email to michael_care@homedepot.com

    Michael
    The Home Depot
    Atlanta, GA 30339
  • 0
    customer service
    Hello sir we would be glad to help with this issue please call 1-888-550-1606 and ask for Zac.
    Thank you

    Husky Pressure Washer Customer Service Dept.
  • 0
    homedepot_michael
    Community,
        This is Michael from Home Depot Customer Care; I just wanted to inform you all that I will be leaving my current position and will no longer be monitoring this site. However, I will be passing the torch to my very qualified colleague and have listed her information below. Please contact her if you have any issues regarding Home Depot stores, products etc. I would like to thank you all for your support, it was my pleasure.

    Stephanie
    The Home Depot
    Atlanta, GA 30339
    Stephanie_care@homedepot.com

    Michael
    The Home Depot
  • 0
    Tom Curley
    I own a Husky Powerwasher 1800 psi.  I am getting just a little psi.  I have tried just about all the recommendation to correct the problem.  Can you or will you offer some assistance.  Help!!!

    Thank you

    Tom Curley
  • 0
    LTK14907384150X
    thank you
    I wait you
  • 0
    LTK14907384150X
    hello
    I am still waiting
    that let me introduce in Algeria
    my phone +213 6 96 45 03 13
  • 0
    Bill
    It seems like there are many of us in the same boat.  I need a replacement part (Detergent suction assembly) for my Husky Powerwasher 1700.  I ordered and paid for the part on April 16, 2010 expecting to receive the part in 5 - 7 days.  I waited, and waited and waited...  No part and no correspondence from them, so on May 7, 2010 (20 days later) I went online to get an update.  I was told by Giovanni the part had been on back order, but that it would ship the following Monday.  I asked if it could be expedited and was told that they do not overnight parts, but that it would be shipped on the following Monday (5/10).
    I waited, and waited and waited...  No part and no correspondence from them, so on June 1,2010(22 days later) I again went online to get an update. No Luck there!   I never did get a live chat after more than 30 minutes.
    I called their (888) 550-1606 number and held on until I got someone (21 minutes). This time George took my call and after a few minutes of investigation he also informed me that the part was on back order, but had definitely been received and will be shipped to me this week.  When I explained that I was feeling a little déjà vu, he assured me that Agent #452 had confirmed it this time.  So now we will see what happens.  I am hoping for a happy ending this week, and will update this comment stream either way next week.
  • 0
    Customer Service
    Dear Tom Curley,
    I am a Customer Service Rep for the Husky Power Washer company. I sincerely apologize for the problems you are having with your Husky 1800psi.

    Please contact us directly at 888-550-1606 or by email at corporate2@fna-group.com. I look forward to hearing from you and being able to correct this problem to your full satisfaction.

    Sincerely,
    Shannon
    FNA Customer Service
  • 0
    Customer Service
    Dear sir,
    I sincerely apologize for the problems you may be having with your Husky Power washer.

    Unfortunately, I was unable to review any information from the ticket number you gave (#LTK14907384150X) as it is one digit too short for our records. Please contact us directly to correct any problems you may be having by calling us at 800-381-0999 or by email at cservice@fna-group.com.

    Sincerely,
    Shannon
    Customer Service Rep
  • 0
    Customer Service
    Dear Bill,
    I am a Customer Service Rep for the Husky Power washer company. I sincerely apologize for the problems you have had with your order for the detergent suction assembly for your Husky 1700 Power Washer.

    I am agent #454, my name is Shannon and I can also confirm that we do now have that piece in stock and are shipping out orders as quickly as possible. I would like to personally keep track of your order, and email you personally once the it ships. If possible, can you please email me directly at corporate2@fna-group.com with your order number or your full name so I can check in to it?

    Sincerely,
    Shannon
    Customer Service Rep
  • 0
    Bill
    Well, here it is one week later and guess what - I'm still waiting for my part. Anyone surprised? I called the 888-550-1606 number AGAIN and spoke with Jasmin who was very nice and helpful.  She tried checking on the status of my order, but couldn't find any record of the part having been shipped.  She again confirmed that the parts did indeed arrive, but couldn't explain why they hadn't shipped one to me.  She said she would investigate the matter further and call me with an update.  That was at 10:32 this morning and it is now 5:35 pm with no word from anyone.

    I am now close to my limit of 60 days to file a complaint with my credit card company so they can reverse the charge on this transaction.  I don't want to start over with another order, but if I don't file the complaint soon I'll lose my ability to do so.  At this point I can't be sure that I will ever get my part.

    Suggestions anyone?  I am considering hauling my powerwasher to the Home Depot from whence it came and drop it on their door step and ask them to deal with it.

    PS: Regarding the response from Shannon last week, which I just now read... Thanks for the offer to help and I wish I had seen your offer sooner, but in all fairness to this matter I don't think I should be accorded special treatment just because I am documenting this.  That could give a skewed impression about the quality of FNA-Group's service to the masses.  Let's continue to see what happens - although I'm sure you can figure out which order is mine if you really wanted to.  Or maybe there are so many like mine that I am truly hard to find.
  • 0
    Lee
    We got a PW1600H-S for Christmas. My mother, who bought it for us, thought that she had picked it up from Sears, but perhaps it was purchased from Home Depot. In any case, we too have a problem.
    I ran it shortly after Christmas for 10 to 15 minutes to check it and it worked perfect.
    Until last week, we had not used it again. When we fired it up on Thursday (June 3rd, 2010), it worked for a minute or two, then the motor changed frequency and sound completely. Suddenly, it sounded exactly like a cannister vacuum motor. At that point the pressure quit because the actual pump was no longer engaged. At first it seemed like the interface between motor and pump had broken, but then another minute or two went by and the motor itself (or whatever was still running) died completely. The GFI on the cord was fine, and we had no leaks to this point.
    While I recognize that American demand for cheap products is at the root of the problem, it's hard for me to believe that factories from mainland China are even capable of putting anything out that is not complete landfill.
    Be warned. According to consumer reports many electric washers are junk, or at least of highly inconsistent quality, but thirteen minutes?
  • 0
    Lee
    Oh... and we too have had no luck whatsoever contacting power-washer.us
    Useless scumbags!
  • 0
    Bill
    I am still trying to get my part.  After calling the customer service number and waiting on hold for 9 minutes I spoke to a rep who couldn't tell me any more than the one I spoke to a week earlier.  I asked for a supervisor and actually gort to talk to one (to my surprise and their credit)  Chris, the supervisor, told em my part would be in the mail on Friday June, 11th.  I asked if he would send me the shipping tracking number and he said he would send it to my email address.  Stay tuned!
  • 0
    Bill
    My part arrived on Saturday June 12, 2010.  My thanks to all who helped resolve this (Chris, Stephanie and a couple others).  I guess Hilary was right - sometimes it takes a village.
  • 0
    Customer Service Rep
    Dear Lee,
    I sincerely apologize for the problems you have had with the PW1600H-S you had received for Christmas. I am a Customer Service Rep for Power Washer and would like to help you out.

    The unit you purchased has 1 year warranty from the date of purchase. Since you received it as a gift, we would cover it from the date you got it. We can bring your unit in for warranty repair, at no cost to you at all. To bring your unit in for repair, please email me directly at corporate2@fna-group.com.

    I look foward to hearing back from you.

    Sincerely,
    Shannon
    Customer Service Rep
    FNA Power Washer
  • 0
    Susan
    In June we ordered power nozzle for my hd1400 powerwasher.  It did not come until the end of July, after I contacted a senior manager. It came and I did not realize I need the turbo nozzle lance.  So I ordered that at the end of July and still have not got it.  I called today and Yacine told me that it never was ordered (even though they took my money off my visa) and she would order it today.  Since they took my money but never ordered it I am requesting a refund for shipping charges.  As no one has authority anymore, nope, can't do that....call 1-800-381-0999 and ask for a supervisor.  Call and right away the Amanda says we cannot do that, and I ask for a supervisor.  His name is John but he is busy so he will call back tomorrow.....tomorrow!!!! It is only 2:15pm.  Sure am glad that I will be able to powerwash in the rain in the Fall and not in the Spring or summer.
  • 0
    frncisco rodriguez
    tengo 2 power washer 1800psi las 2 tienen el mismo problema tiran agua de la parte de abajo de las conecciones de las mangueras de  la parte del motor  yo las compre en la cd. de inglewood ca. en el home depot. y NO LAS PUEDO UTILIZAR PORQUE YA NO FUNCIONAN SOLO LAS UTILICE UN PAR DE VESES POR QUE YO TENGO MI DETAIL MOBIL ESPERO RESPUESTA........MI EMAIL ES takitopao@yahoo.com.mx   GRACIAS.....
  • 0
    Chris
    I think it's awful to spend good money on something that should work, but clearly doesn't. I have no problems spending a lot of money on something if it's going to save me time and do the job properly. This product clearly does not. I have a 1700psi Husky PowerWasher that I bought 11 months ago. It never had good pressure. I should have taken it back immediately. Instead, I kept hoping it would get better. I used it exactly twice that summer and the pressure was ridiculously slow and the handled leaked. Tried again last week and again, it just doesn't work. If someone from this company can contact me at petersruby20@yahoo.com to rectify the situation, I would appreciate it. Don't give me the run-around. Otherwise, I will make it my life's goal to post on as many message boards as I can find letting everyone know what a terrible product the Husky power washers are.
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