Dear Echo Customer Support,
I am writing to formally file a complaint regarding poor service and failure to honor the warranty at your authorized dealer in Beckley, WV.
Several months ago, I brought my Echo SRM-225 trimmer to the Beckley location for repair. This unit is still covered under Echo's 5-year warranty. Instead of performing a proper repair under warranty, the dealer attempted to charge me. Eventually, they told me the problem was only the spark arrestor screen, but when I took it back out to use, the trimmer was still bogging down after less than 10 minutes. In other words, they charged me but did not actually fix the problem.
I then took the trimmer to my regular repair technician, who correctly tuned the carburetor -- exactly what I expected the Beckley store to do under warranty in the first place. After that, the trimmer ran properly.
Later, I purchased an Echo Speed Feed head for another trimmer. After only one use, the attachment stripped the threads and flew off, damaging my equipment. When I returned to the Beckley store with my receipt, I was told they would not refund me because the product was "used." Of course it was used once -- that's how I discovered the defect. Denying a refund in this situation is not acceptable.
This experience has left me with:
Warranty service not honored.
A defective Echo part that caused further damage to my equipment.
A dealer unwilling to honor receipts or stand by Echo's warranty.
I expect Echo to honor its 5-year warranty and provide a fair resolution -- either reimbursement for the defective Speed Feed head and damage caused, or replacement of the unit and assurance that warranty repairs will be handled properly in the future. read more
