Confidence and reliability. Two words which generator companies and dealers thrive upon to entice the consumer to purchase an emergency standby generator. These past years has been very rough in the Midwest with record snowfalls and violent weather which has comprised the electrical infrastructure in our area. Purchasing a standby generator was a major decision as well as a large expense and an expense of discretionary income one does not take lightly.
After reviewing multiple quotes in the summer, we decided to hire one of the Generac Elite Dealers for installation of an 8 KW air cooled 6237 8 KW generator. The Dealer came highly recommended on Angie’s List and by personal referral. The installation on 11/5/14 went very smoothly, the installation crew was on time, friendly and professional. The generator generator installers comprised of 2 installers and one electrician. All appeared well with the installation with one distinctive hitch:
The Generac 8237 generator does not work and has never worked since installation. This has generated many calls to the Dealer and Generac; clearly we have purchased a lemon. And so commenced the journey into purchasing a Generac generator that actually works. This article has now been updated.
2014 Generac Customer Service
Generac and the Dealer maintain a generator is like a car, that is why there is a warranty.
I state, is it reasonable for a consumer to purchase a new generator with the expectation and contractual obligation that the generator actually works?
If a consumer purchased a car and the car is unable to be driven off the dealership because it does not work – is this acceptable?
So far the “new” generator has needed three parts, one part for the “new” generator was on backorder.
I have requested a reasonable solution from the Dealer: honor the contract and replace the generator with a new generator with the warranty to begin when the unit is working.
That is reasonable. That is good business practice. That is ownership of a product.
The Youtube a video of the “12 minute exercise” where the generator automatically turns on for 12 minutes weekly to test the engine. Allegedly. Our 12 minute exercises lasted a few seconds of three sputters.
Grade For Generac Generator – Evolution 8 KW
Hours Unit Has Worked since 11/5/14 installation = 0
11/5/14 Installation, throttle issue. Non working new generator.
11/18/14 Service call. New assembly mixer, part 0J9894 ordered.
11/19/14 Weekly exercise. Generator attempted to start 3 times, died. Error 1902
11/25/14 Service call. New assembly mixer, part 0J9894 installed. Generator does not work. Two additional parts ordered: a wiring harness OK2944 and controller OJ8371BSRV
11/26/14 Weekly exercise. Generator attempted to start 3 times, died. Error 1511.
12/1/14 Controller OJ8371BSRV back ordered.
12/9/14 Customer continues to request a new working generator. Five weeks after installation and generator does not work.
2/1/15 Update: Plans are under way to address the issue; update will follow upon completion.
3/2015 Update: New dealer is scheduled to replace the 8KW generator with a new generator.
3/2015 Update: New dealer installed 11 KW generator replacing 8 KW (upgrade gratis.)
2016 Update Generac Generator 11KW
While I abbreviated the journey through customer service at the original dealer and Generac first level customer service for the sake of brevity; make no mistake this a very time consuming project and took a great deal of tenacity. This was a fight worth picking and companies need to own their product and their administration of franchises or dealers.
Once the new dealer was involved with directions from corporate the reinstallation of a new generator went seamlessly. The new Generac dealer ordered a gas line expansion, the 8KW was upgraded to a 11KW and a new installation was completed without issue.
The 11 KW generator has performed its’ weekly 12 minute test on time to date. The 11KW performed without issue during a sustained electrical outage and the regular annual service check is performed.
It was a journey, but Generac did “own” its product ultimately.
My Take On The Generac Purchase And Installation
The original dealer was not an issue until the 8KW Generac Generator did not work. Then the dealer was very difficult to deal with and attempted to leave the customer with a generator that never worked. Obviously not acceptable. In hindsight I sense an issue between Generac and the dealer (from multiple conversations with the dealer); however what may or may not be issues from the Dealer perspective are not of a concern of mine. This is an example of even though the dealer was highly recommended from multiple sources that personal referrals do not always play out as hoped.
The new Generac dealer has been professional and easy to deal with from the beginning. The decision to purchase a generator was long thought and necessary due to medical caregiving responsibilities at the home. So it was quite a journey for a large purchase, but when the electricity went out last week it was comforting to know my parents’ home had heat and electricity which is of course the reason standby generators are purchased.
Additional Product Reviews You Might Enjoy
Snaplight – Favorite Emergency Light
Review of Angie’s List
Review of USB Portable Humidifier