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View Full Version : Stihl HS45 warranty claim denied!


cgaengineer
11-06-2012, 05:52 PM
First off, I know the HS45 is not the professional hedge trimmer and that is not the problem.


At the end of last season (less than one year ago) we purchased a second HS45 hedge trimmer to replace the first HS45 that had a broken handle (the lower portion of the handle on the white plastic was cracked). Last week the handle broke on the newer unit so we brought both in to our Stihl dealer. The dealer told me he would have to contact th Stihl rep to see if they would cover it under warranty...it was denied. I was told it was from hanging to unit by its handle (it does have a hole for hanging in the handle). I am now down two hedge trimmers and I am considering switching to a different brand...we have about $5000-$6000 worth of Stihl equipment from Chainsaws and concrete saws to trimmers blowers and hedge trimmers...naturally I am a bit pissed off. I don't abuse my equipment but I don't baby them either.

The dealer offered to sell me the lower plastic housing at his cost ($39 each) but I will have to replace the part myself which I don't mind doing, but I don't think it's tr dealers responsibility to take it on the chin because Stihl denied a claim.

I am now in the market for another brand hedge trimmer that's as lightweight a the HS45 but with a better handle design. I will be selling the two repaired HS45's to finance the new hedge trimmer/trimmers. I refuse to use these two units only to have them break again due to a poor handle design.

Has anyone been denied a warranty claim by Stihl?
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macgyver_GA
11-06-2012, 06:05 PM
Chris,

Have you looked into Kawasaki? I picked up the smaller 600 model (kht600? I think) recently and I like it. 24" double side blade. weighs a hair more than the stihl which I'd imagine could be contributed to a bigger blade than the hs45. Twice the fuel capacity of the HS 45. A little less displacement than the HS45. Ball bearing gearbox.

I think I paid $250 from my local kawasaki dealer.

cgaengineer
11-06-2012, 06:47 PM
I'm gonna take a look at it...that's $100 less than the HS45...we wear the blades out far before the engines quit...even sharpening. Not sure where a Kawi dealer is close to me...we have Echo and Shinny.
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larryinalabama
11-06-2012, 06:52 PM
TRufully Im getting "burned"out on Stihl.

Ive had the Kawasaki 30 single sided trimmer for 10 years now, its not as good as new but its still good.

cgaengineer
11-06-2012, 06:59 PM
My main reason for posting this thread is to hope a Stihl rep sees it...I have no problem switching to a better company if Stihl will deny a claim for a $40 poorly designed part.
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jc1
11-06-2012, 08:02 PM
We have 4 of the hs45 trimmers hanging in our trailer for years with out having a handle break. Is it possible. That other equipment is moving and breaking them or misuse from employees?

cgaengineer
11-06-2012, 08:08 PM
We have 4 of the hs45 trimmers hanging in our trailer for years with out having a handle break. Is it possible. That other equipment is moving and breaking them or misuse from employees?

Two people using them, my partner and I.
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TriCountyLawn
11-06-2012, 08:19 PM
Wonder how long they hang in the store by those handles...

cgaengineer
11-06-2012, 08:20 PM
Wonder how long they hang in the store by those handles...

He claimed it was because they were hanging in the back of our truck and the vibration caused it.
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TriCountyLawn
11-06-2012, 08:25 PM
He claimed it was because they were hanging in the back of our truck and the vibration caused it.
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I see,Did they hang by the handle on the truck/trailer or did he make that conclusion on his own ?

cgaengineer
11-06-2012, 08:27 PM
I see,Did they hang by the handle on the truck/trailer or did he make that conclusion on his own ?

I did hang them by the handle, but the Stihl rep said that was the reason...
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C Jovingo Landscaping
11-06-2012, 08:36 PM
We have 4 of the hs45 trimmers hanging in our trailer for years with out having a handle break. Is it possible. That other equipment is moving and breaking them or misuse from employees?

He claimed it was because they were hanging in the back of our truck and the vibration caused it.
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The hole for hanging was designed for hangin in a garage. Probably has to do with location they are hung. Like riding a school bus that hits a big bump...if you sit at or behind rear axle you bounce up off the seat pretty good, anywhere in front of rear axle is a smoother ride.

Jc & cga, where are your hanging location related to axle. (At the axle, behind the axle, infront of axle, etc)
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cgaengineer
11-06-2012, 08:37 PM
The hole for hanging was designed for hangin in a garage. Probably has to do with location they are hung. Like riding a school bus that hits a big bump...if you sit at or behind rear axle you bounce up off the seat pretty good, anywhere in front of rear axle is a smoother ride.

Jc & cga, where are your hanging location related to axle. (At the axle, behind the axle, infront of axle, etc)
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Rear of the axle in an NPR.
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C Jovingo Landscaping
11-06-2012, 08:41 PM
Rear of the axle in an NPR.
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Probably should hang as close to cab/front wall as possible. Front wall would be best IMO.
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larryinalabama
11-06-2012, 08:42 PM
Mabey wrapping them in a baby blanket is cool for the Stihl Rep???

cgaengineer
11-06-2012, 08:45 PM
Mabey wrapping them in a baby blanket is cool for the Stihl Rep???

I want to ask him if I should place them in a crib with a pillow and a blankey
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cgaengineer
11-06-2012, 08:46 PM
Probably should hang as close to cab/front wall as possible. Front wall would be best IMO.
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He said the hole was only for hanging on a wall in a shop...
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CL&T
11-06-2012, 08:52 PM
I was going to question whether the consumer line is warranted for commercial use but apparently it makes no difference for that item. It's 2 years regardless.

http://www.stihlusa.com/information/warranty-service-info/limited-warranty/

cgaengineer
11-06-2012, 08:53 PM
I was going to question whether the consumer line is warranted for commercial use but apparently it makes no difference for that item. It's 2 years regardless.

http://www.stihlusa.com/information/warranty-service-info/limited-warranty/

This is true...we chose this unit for its weight.
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Nick's Lawn Care
11-06-2012, 09:24 PM
All of stihls new stuff is junk, I have always had stihl in my blood but not any more. Everything is getting made cheaper and they are very, very cocky about their products. I own two of the new MS 201T's and I have had one of them in the shop 3 times already due to a broken trigger handle. I have only owned them since may...

Lets not even start a discussion about the MS 201's performance...

knox gsl
11-06-2012, 09:31 PM
Are thgey ready to go yet? I need another 45, I sold mine and wish I had it back.

cgaengineer
11-06-2012, 09:37 PM
Are thgey ready to go yet? I need another 45, I sold mine and wish I had it back.

Not yet, but I've ordered the parts. I'll let you know...I'd prefer to sell both of them together.

When the handle breaks the triggers fall apart because the top part of the handle separates. Really a crap design.
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knox gsl
11-06-2012, 09:41 PM
Not yet, but I've ordered the parts. I'll let you know...I'd prefer to sell both of them together.

When the handle breaks the triggers fall apart because the top part of the handle separates. Really a crap design.
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PM me a price and we'll see if its something I can do. I will hopefully need a few next season for a second truck and these are great all around trimmers. I have some hst80's but those are very heavy.

C Jovingo Landscaping
11-06-2012, 09:43 PM
He said the hole was only for hanging on a wall in a shop...
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JC1 says he has 4 of the same units hanging in trailer for years with no issue. I bet his are hangin in the front of trailer.
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Gman2310
11-06-2012, 09:45 PM
I understand Sthils point of view. The home owners series is not designed to be hung up on a wall in a trailer or truck by the handle and bouncing around while driving. It is designed to be hung up in the garage where it's stationary. The homeowner series is def designed cheaper than commercial grade. Out commercial grade has been hung up by handle in trailer for 3 yrs and not a problem
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cgaengineer
11-06-2012, 09:49 PM
PM me a price and we'll see if its something I can do. I will hopefully need a few next season for a second truck and these are great all around trimmers. I have some hst80's but those are very heavy.

I'll do that.

That's why I got the 45's...we have two HOA's with probably 1000 hedges...the lightest hedge trimmers are very important...even 1 pound.
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cgaengineer
11-06-2012, 09:50 PM
I understand Sthils point of view. The home owners series is not designed to be hung up on a wall in a trailer or truck by the handle and bouncing around while driving. It is designed to be hung up in the garage where it's stationary. The homeowner series is def designed cheaper than commercial grade. Out commercial grade has been hung up by handle in trailer for 3 yrs and not a problem
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I could understand their point if it happened 3 times in a year...but I don't see anywhere in the warranty that says not to hang in truck.
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Gman2310
11-06-2012, 09:56 PM
Homescapers is designed for homeowners to stay at their homes, not towed around in a trailer. Another reason why when you buy them they ask if its for personal use or commercial. My brother is a stihl dealer, seen this too many times.
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cgaengineer
11-06-2012, 10:00 PM
Homescapers is designed for homeowners to stay at their homes, not towed around in a trailer. Another reason why when you buy them they ask if its for personal use or commercial. My brother is a stihl dealer, seen this too many times.
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Homescaper is more about the engine quality usually. Single ring pistons, lighter weight blades, smaller blades...
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ncnurseryman
11-08-2012, 11:02 AM
I have had nothing but trouble with the hs45. Been in the shop twice and still bogs down when running. Now its just wall art in the shop.

cgaengineer
11-09-2012, 04:18 PM
Emailed Stihl, and they will warranty one of the units...the other unit being so old (2006) he couldn't warranty that one. So I'm pretty happy. I'll be out $40 and my own labor for one unit and zero on second unit. Sometimes a company needs to be reminded how much equipment you buy from them.

He did pull up warranty history for all HS45's and he said is was 5 units in last two years, none of them for handles. Not sure I believe it but what else can I do.

Now I guess I will ride them around in a specially padded box to make sure they don't break again.

cgaengineer
11-09-2012, 04:19 PM
I have had nothing but trouble with the hs45. Been in the shop twice and still bogs down when running. Now its just wall art in the shop.

How old is it? Have you removed the spark arrester screen? On my first unit this was exactly the reason my would bog down. I have had zero problems with engines...did rebuild the carb on the 06 model about two years ago.

jbturf
11-09-2012, 08:01 PM
got a new stihl br600 blower this year, its a back up so it just sits in shop most times,

anyway- its been to the shop 3 times in this year for repair, and the stihl dealer charged
me for repair each time! im not sure how stihl warrantee works, but i place blame equally on the dealer as well as stihl-- this is unacceptable

imo- the dealer is the face of the manufacturer

i think in your case the dealer should of stepped to the plate for a valued commercial customer and made things right asap--- thus keeping you a happy customer buying and servicing your small equipment with them

cgaengineer
11-09-2012, 09:18 PM
got a new stihl br600 blower this year, its a back up so it just sits in shop most times,

anyway- its been to the shop 3 times in this year for repair, and the stihl dealer charged
me for repair each time! im not sure how stihl warrantee works, but i place blame equally on the dealer as well as stihl-- this is unacceptable

imo- the dealer is the face of the manufacturer

i think in your case the dealer should of stepped to the plate for a valued commercial customer and made things right asap--- thus keeping you a happy customer buying and servicing your small equipment with them

My dealer did step in...offered the parts at cost...being a new dealer and having dealt with him personally at a business level prior to becoming a Stihl dealer I thought was honorable.
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ed2hess
11-09-2012, 10:14 PM
He claimed it was because they were hanging in the back of our truck and the vibration caused it.
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I remember stihl took that same approach when the 600 came out and it was breaking from hanging. Fact was they built a thin housing to reduce the weight. I just had shindawaw hedge trimmer with articulting blades and the housing broke. They covered it while in fact it was likely due to being transported in a rack.

jsf343
11-10-2012, 12:03 AM
uggggggggggggggggg.... this thread makes my blood boil. I used to be very loyal to Stihl until they did the same song and dance to us. My issues were with a KM-110, the shaft went bad where the tool plugs in, then when we bought a brand new one (shaft), one side of the end of the shaft broke after the first day. They would not cover it even though it was pretty obvious it was the cast. Then we had a leak on a brand new KM unit from the fuel tank, guess what? they wouldn't cover that either. I also had an issue with a brand new handheld unit that had the fan go bad and sounded like it was a 20 year old blower, they blamed it on us saying it was dirty gas and that there was dirt in the fan, I said BS that that and the gas can were kept on the TOP of the truck in the rack, I have not had any issues with any of the other equipment from "dirty fuel" I also filtered the fuel and it was clean. Nothing but an excuse on their part.

I have had it with them and will be buying equipment from another company. while I do like Stihl equipment, I feel they will not stand behind there stuff anymore and are making sub-par equipment.


anyway sorry that you all are having issues too, very frustraiting to see a good company go bad.

Darryl G
11-10-2012, 12:26 AM
I just did a text search of the whole instruction manual and nowhere does it say not to hang the unit from it's handle.

Pretty cool the unit has a blade lock on it, neither my Shindaiwa or Echo units have that feature. I could see using that when climbing up on a ladder with it or between shrubs and a building...that you don't have to shut it off. I'll throw the brake on my chainsaws sometimes when I'm clambering around with them running.

herler
11-10-2012, 01:39 AM
Doesn't really matter, it's not a warranty item if it's not a manufacturing defect and if that were the case yours wouldn't be the only one with a broken handle and obviously it is, that's why it was denied and all the argument is moot, you folks can whine and cry all you want but the choice is either treat your equipment right or it will break so just pony up the dang cash and buy another handle because you can switch to another brand and break their handle and they will deny you too.

cgaengineer
11-10-2012, 02:56 AM
I think a lot depends on the dealer...I have not had many problems with Stihl...in fact it's been so few I've actually forgot about them until now...KM shaft, br600 coil and a couple fuel caps...all covered.
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cgaengineer
11-10-2012, 02:57 AM
Doesn't really matter, it's not a warranty item if it's not a manufacturing defect and if that were the case yours wouldn't be the only one with a broken handle and obviously it is, that's why it was denied and all the argument is moot, you folks can whine and cry all you want but the choice is either treat your equipment right or it will break so just pony up the dang cash and buy another handle because you can switch to another brand and break their handle and they will deny you too.

If th handle breaks because it's a poor design it's a defect. The fact is, it's still a poor design.
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cgaengineer
11-10-2012, 02:58 AM
I just did a text search of the whole instruction manual and nowhere does it say not to hang the unit from it's handle.

Pretty cool the unit has a blade lock on it, neither my Shindaiwa or Echo units have that feature. I could see using that when climbing up on a ladder with it or between shrubs and a building...that you don't have to shut it off. I'll throw the brake on my chainsaws sometimes when I'm clambering around with them running.

That's what I was getting at...
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blake101
11-11-2012, 03:34 AM
Chris,

Have you looked into Kawasaki? I picked up the smaller 600 model (kht600? I think) recently and I like it. 24" double side blade. weighs a hair more than the stihl which I'd imagine could be contributed to a bigger blade than the hs45. Twice the fuel capacity of the HS 45. A little less displacement than the HS45. Ball bearing gearbox.

I think I paid $250 from my local kawasaki dealer.

I am with this guy, you really should try the Kawasaki KHT600D nice little trimmer. I don't think you will be disappointed.