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Original Comment HUSQVARNA USA Dear Sirs. Upon confirming again the unusual fact that HUSQVARNA does not volunteer its contact e-mail address to customers, a conversation with your operator Maria I have recorded both for quality purposes and future references, as before, I am sending you in hard copy my answer to a mail received on March 6, 2014, signed by Richard Haynes. I trust my position is clear and self-explanatory, although perhaps you may wish to examine our previous correspondence and contacts. Thank you. George J. Horak Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next days. Thank you for allowing us to be of service to you. To access your question from our support site, click here Subject Response By Email (Richard Haynes) (03/06/2014 04:40 PM) Mr. Horak, I have read your complaint and would like to offer my response. To the best of my ability I am trying to understand your description of the failure. The problem you describe sounds like the chain brake assembly. (?) Although you give me your opinion on what is proper reinforcement, I can assure you it is properly reinforced. I make this determination because the chain brake assembly is part of the safety features on this saw. They are designed and tested to provide proper function under adverse conditions. They are regulated by the government for operation. Another reason I am certain the assembly operates as designed, we manufactured (in 2007) at least 7 models that shared this assembly. We have no data reporting excessive failures. With these facts I am certain the chain brake was designed and functioned properly. The bar bolts will fail if they have been overly tightened and pulled through the side of the case. They can also fail if under tightened and the bar is allowed to move or flex. Again, this is the major stress area of the chainsaw. This design is used on a tremendous amount of units we have sold. There are no reports of multiple failures on this part either. I can only conclude the saw (although with low use) was not operated properly. The failures you have described are not design flaws. Unfortunately with the age of the saw (minimum 7 years old) I am unable to offer assistance in the repair. Customer By CSS Web (George Horak) (08/19/2013 12:27 PM ______________________________________________________________________ Dear Mr. Haynes. If your ridiculous conclusions based on unfounded issues represent the official technical response of HUSQVARNA, then there is not much more to be said. Behind the false advertising fa&#231;ade HUSQVARNA is just one more of the numerous gross, unprincipled and above all dishonorable outfits out there after profit only. With no moral or factual responsibility behind the products, HUSQVARNA poses with allegations of traditional Swedish reputation for quality. Your patronizing response with obviously no technical background qualifications, with which you brush away a serious complaint, is outright offensive. Your personal judgments not only show you are a complete neophyte but in as far the industrial design is concerned all you try to do is dismiss a legitimate protest. You try to evade the specific problem by empty made-up conclusions. You are a hired charlatan who composes nonsense. When I have sent HUSQVARNA my initial complaint on August 19, 2013, thinking HUSQVARNA would not only understand but feel responsible, I was not looking for an undue advantage but some sort of gentlemanly solution to an obvious problem both HUSQVARNA and I could live with. But of course, in order to reach such an agreement you first have to deal with an honorable outfit to handle such a complaint. Not an arrogant administrative office clerk apparently in charge of the "complaints department", employed to minimize the financial losses caused by defective tools by bouncing off any and all complaints. I no longer look for that solution. While there are more deserving issues in the world today to be concerned about, I have no alternative than to take the time, the effort, and the expenses of showing to the world what kind of miserable organization HUSQVARNA really is. This is not a future threat, only an intent to correct a gross injustice. After receiving on March 6, 2014 what you so aptly called a "response to my problem", and please do not miss your own added sarcastic legend "STATUS: SOLVED", my initial discontent has quickly turned into anger. The fact that you took nearly SEVEN MONTHS (!) to send that reply not only indicates the level of customer care HUSQVARNA maintains, but probably also the enormous amount of complaints you have to answer daily. Your conclusions are intentionally deceptive and misleading lies, based on absolutely no substance, which ultimately makes them offensive not only to me but to all potential HUSQVARNA customers. ".....I can only conclude the saw (although with low use) was not operated properly. The failures you have described are not design flaws. Unfortunately with the age of the saw (minimum 7 years old) I am unable to offer assistance in the repair....." Your "personal opinions" are not only objectionable, but are a poor cover-up for defective products. In this regard I want to hear your qualifications in industrial design in order to dare to emit such statements with any kind of authority. According to your local dealer, the chainsaw cannot be repaired. I agree with the diagnosis. Your conclusion "the saw wasn't operated properly" is a flat-out insult. I have a lifetime experience in operating all kinds of machinery and instruments and I can prove it. It will be your turn to prove you have sufficient technical education to emit such stupid opinion and the expertise to state the tool is properly designed. It is already obvious you have no tact or manners. We will have to see about that, Mr. Haynes. I own one car that works perfectly for THIRTY SIX YEARS. I own two cars that work without any problems for TWENTY ONE YEARS. I own an old SKILL electric drill that works for THIRTY YEARS. I own a SEIKO Submariner watch that works for THIRTY NINE YEARS. And your chainsaw broke down after less than TWENTY HOURS of use ? And you are so na&#239;ve you are implying this was due to my bad handling ? Based on WHAT - Mr. Haynes ? You don't know me, you haven't even seen the tool, you haven't tested my statement, and yet you simply refuse HUSQVARNA's responsibility because that is the policy, that is what you get paid for. Talk nonsense to get rid of legitimate claims. So according to your "expert opinion", a tool, a piece of machinery ages simply by sitting on the shelf. Interesting. The fact it has been barely used bothers you none. For public record, please state the life expectancy of a HUSQVARNA product. Besides remitting this information to the respective agencies created for precisely the purpose to avoid deceptive product marketing for in-depth investigation, I will publish it in social media to forewarn potential clients. I will accompany the text with some really revealing close-up photographs. When I stated the chain saw had less than 20 hours of use, I was prepared for the possibility HUSQVARNA would wish to confirm that by having the tool examined by an independent expert named, for example, by the Federal Consumer Protection Agency. So there is no discussion in this sense. Yet you foolishly decide 20 hours is the total expected use of the tool. "....Although you give me your opinion on what is proper reinforcement, I can assure you it is properly reinforced. I make this determination because the chain brake assembly is part of the safety features on this saw. They are designed and tested to provide proper function under adverse conditions. They are regulated by the government for operation...." Regarding this statement (and I will sum up at the end my requests to prove and validate your statements), your "assurance" is hardly anything else but an empty word. How can the fact "...the chain brake assembly is a part of safety features..." justify your assurance of "proper reinforcement" ? Where is the logical connection ? You don't even know what am I talking about, since there is NO reinforcement whatsoever in that particular section of the bushing support frame. And that is not a question of "opinion", Mr. Haynes, but a cold fact. Once the tool is examined by a real expert, the fact it is defective will be confirmed. Perhaps you care to elaborate about what are and what are not the "adverse conditions" under which the tool is guaranteed to work, as compared to those I have subjected it to ? And one more point: please indicate where can I find the text you mention of the "government regulations for operation", since I believe you invented that phrase. I could not help noticing the strange safeguard term your response is offered as "to the best of your personal ability". That about sums it up, as the subject is highly questionable, doesn't it, Mr. Haynes ? Thank you for clearing that up for me. With regards to your additional alleged explanation of the failure and another true gem, "..The bar bolts will fail if they have been overly tightened and pulled through the side of the case. They can also fail if under tightened and the bar is allowed to move or flex. Again, this is the major stress area of the chainsaw. This design is used on a tremendous amount of units we have sold. There are no reports of multiple failures on this part either....." I must tell you the only person who touched the bar bolts, after barely a few hours of use, when the silencer nearly fell off by the vibration, just as described on the Internet comment, was your authorized HUSQVARNA representative I had mentioned in my complaint. Thus I cannot tell if they were or not "overly tightened". In conclusion, and you would not lie about this, would you, there are "no reports of failures on this and the part I have complained about." Then - what ARE they about, Mr. Haynes ? Incidentally, I have found several published comments regarding that particular tool on social media, describing various ailing defects, such as the silencer mount on the cylinder head. With time I shall collect these public comments and attach them to my complaint to the Better Business Bureau and the Federal Consumer Protection Agency with copies to the North Carolina State Attorney's Office and other entities. Just as a matter of semantic interest, and I understand how deeply concerned you are, that "you cannot offer me assistance in the repair of the tool because of its extreme age of 7 (seven) years" (discarding the estimated actual use of less than about 20 hours), in your expert opinion, how old should a saw be and how many hours of use should it have for HUSQVARNA to actually feel responsible to execute a repair or replacement ? I will therefore retain an honorable firm to collect and compose all pertinent data, including circumstantial witnesses and detailed photographs, to submit my strongest protest against these shady business practices employed by HUSQVARNA, requesting a government investigation followed by court decision of fitting punishment. To this effect I will remit the chainsaw in question to whichever authority the North Carolina State Attorney's Office or a Federal Agency indicate for a technical analysis of the problem. I will further empower a representative to initiate legal action against HUSQVARNA for fraud and intentional deceit. All procedures and results will be published in social media to forewarn gullible customers. Govern yourself accordingly. Have a highly profitable day. George J. Horak USCG Licensed Captain

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