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
    R.Perez
    I bought a Husky 1700 psi power washer at Home Depot, but after a couple of uses, high pressure could not be obtained. Tried numerous times to contact customer service as it was under warranty, but months later all I got was some parts to take it apart and rebuild it myself. I installed the parts but it worked just one time, as the second time I pulled it out to clean the pool deck I had the same problem again.

    Not wanting to deal with this issue again I chalked it up to experience for buying that Husky brand and my wife bought me a Task Force 2000 unit for Chritmas from Lowes. Little did we know both are from the FNA Group! When I took the unit out of the box in late January, the handle was broken on both sides. Lowes refused to take it back because more than 30 days had gone by since the date of purchase, and they no longer carried the unit. I chatted on line with a customer service agent from FNA Group who asked that I fax the purchase receipt.  I asked if I could e-mail it along with pictures of the broken handle, for which he game me an e-mail address and these were sent the same day (issue # LTK5290359875X).  Several days had gone by with no response, so I sent a second e-mail to which I have yet to receive a reply. Judging from the number of complaints on this and other sites I doubt that any timely action (if at all)will be taken by FNA Group.
  • 0
    Tom
    I burned up two electric power washers in the past so went big time with a Honda motor and a 3000 psi pump. The bottom seal on the pump failed and it also throws fine metal shavings on the ground when running.
    After an hour sitting on hold at the manufacturer listening to various music tunes, I found a dealer in Tucson that can replace - if they can get the pump. They are backordered - coming from China - no doubt on a slow boat. I guess I just have to put the business on hold or go buy another entire unit. NOT IMPRESSED - no parts, no service.
    Tom
  • 0
    Israel Figueroa
    Hy.
    Ihave a husky washer 1650 and i need sone want close to myarea for repair
    i live in Fajardo PR 00738
    cant you help me
  • 0
    Ellie
    Hi my name is ellie I ordered model #pw1600h-s for
    my power washer through www.powerwasher.us and paid in full and have
    yet to get a response, don't think I will, I've been duped like all the
    others!  I contacted them through their e-mail Englishsupport@fna-groug.com
    they acknowledge me and promished that they would get back to me in two
    days that was two weeks ago.    How can I get my nozzle for my power-washer?  does anyone have any ideas? I'm hearing Home-Depot, would they
    be able to help me?                                
                    Any input would be greatly appreciated
  • 0
    Thom Piragnoli
    I too had a smoking husky 1550 & got a prepaid label & sent it back.But besides the smoke I could'nt seperate the "click & clean" wand from the handle so it went back in a BIG box.I got a new machine back in about 3 weeks. I thought "this is great" Then I saw that although they sent me a new machine,a new handle & hose they just snapped off the " click & clean" wand & sent that back to me. I can not use the machine like this. This is when I really started to have problems with customer service. None of the Phone #'s work nor does their fax #. When I tried an on line chat -no one home so I left a message. They confirmed that they got it and said I would hear from them in 48 hrs. That was 10 days ago. After reading all the other complaints above I see I am not alone.I am hoping Stephanie from HD in atlanta can help me cause I don't think FNA will. Ser # 0705021489 Ticket # LTK52902490796
  • 0
    dave
    justed purchased an electric power wsaher from homedepot and i noticed it leaks oil, directions say alittle is normal. how do i really no how much is normal and what happens when it runs out of oil.
  • 0
    mario
    My home depot (I assume that's the same as Husky) powerwasher 1700 won't turn off! Yeah, sounds crazy but this all of a sudden started happening. I checked every thing per the manual and there's no dirt/debris in the connectors or inlet. I have to turn it off/on the whole time otherwise I'm scared it will blow up!

    Customer service is HORRIBLE! Won't return calls - I guess that's why I'm here posting on the internet. I don't know why we've accepted this dumping of cheap Chinese products in America! Infuriates me. Hey I don't mind paying $500 for a decent American product that will last past 10 uses.
  • 0
    Mark
    I purchased an H1700 (1700 PSI model) Washer from Home Depot around a year ago. Suddenly the unit will not turn on. I understand that the support from both Home Depot and the Manufactuer has been rather sketchy. I know everyone wants to distance themselves from this particular unit as much as possible. It IS off warranty, but I just need to know what is most likely to fix it with a CGFI replacement or what? Sort of like Marios problem I guess ^^^ .... What is up with these American Products sold in Home Depot?
  • 0
    Katie
    I purchased an H1610 power washer from home depot about 2 years ago with the intention of power washing my deck.  Well, needless to say, I did not get around to it until about a year later.  I was able to power wash my deck ONCE.  A couple of months later, I tried to use the unit again and it will not turn on at all.  I really think that Home Depot should be ashamed to sell these horrible power washers!  Home Depot has a reputation to uphold and they really should stand by their products.  A one year warranty on an item that is probably used about once a year is not adequate.  How is the consumer supposed to find out that something is wrong with the unit within the one year warranty when the unit sits unused for up to 8 months at a time?  The fact that I was able to use this item ONCE is a tribute to the low quality of these products sold at Home Depot.  I tried to contact costumer service twice by email and received no response.  When I finally was able to get a hold of someone by phone, they told me to take it to a lawn mower repair shop!  I am not going to pay over half the price of what this unit cost me to repair it when it only worked for me ONCE!  I have definitely learned my lesson--do not purchase any Home Depot branded items ever again!!!!!!!!  This power washer was cheaper than the competitors, but it was NOT cheap enough to be disposable!  Trust me, spend the extra money and do not buy any power washers associated with hdpowerwasher.com!!!!!!!
  • 0
    Karl
    I also bought a HDpowerwasher H2010 from Home Depot. It worked very well the first time. I completely cleaned the machine and stored it in my basement for the winter. In July I attempted to use it for the second time and water was blasting out of the front panel. After contacting HD's live chat tech, he e-mailed me simple instructions on how to remove the front panel. Those instructions were not for the machine that I have, the 8-10 screws turned into 30 screws and 2 retainer pins, with a 10 inch screw driver. The detergent suction assembly fitting in the manifold had rotted off the machine. Yes , I said "rotted", the brass fitting was completely eaten in half. After 4 weeks of back and forth e-mails, I was told now that I have to purchase the entire manifold. The detergent suction assembly for most machines are $1.57, manifolds are $50.00. What a racket, first you sell somebody an inferior product, then blast them again with BS and high priced parts that you don't need.
    Never again!!!!!
  • 0
    gord
    I just finished spending 2 hours troubleshooting a PW1300 I was given as a gift. I had previously owned a simonz that failed after a year. The new unit was used once to clean my deck and driveway. In todays case the manifold switch assembly has blown out and shorted out the electrical pressure switch. AFTER ONE USE.
    When will we learn folks. As long as we accept cheap off shore products that are clearly inferior and fronted by big box stores that don't honour warranty and are only concerned with making the sale we will continue to decline and PAY.
    We need to stop buy this crap and making people like FNA group money at our expense. Their attitude to customer support clearly demonstrates their value. STOP BUY THEIR PRODUCTS and they will eventually go away, and let your opinion to stores like Home Depot be known, if their revenue drops believe me they'll pay attention to what they are selling.
    Spend the money wisely on something built in north America where they value the customer, not companies hawking cheap off shore crap from china for a fast buck.
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