ComplaintsforSTIHL Incorporated

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a km111r Stihl weed whacker on 5/25/24. Since then I have been having issue after issue. I brought it back to SSR, a dealer for Stihl and they told me they can not accept the return and told me to sell it. It has been at their shop to fix a previous issue and it keeps happening. The machine overheats quickly, it does not hold the line at the head. The machine keeps stalling. I spent a lot of money on this machine that I can't use. This machine is only 2 months old and should not have soooooo many issues. Since there is a warranty on this machine, I would like this matter to be resolved. Stihl should stand by their products as well as their dealers.

  Business response

  07/11/2024

  After we received the complaint from the customer, we reached out to speak to them directly. During that conversation, we came to an agreement that we felt was beneficial to both parties. We appreciate the opportunity to work with the customer and we hope that the customer feels that we stood behind them when it mattered the most. We hope the customer will feel free to contact us directly should they have any issues in the future with their STIHL equipment. Thank you. 

  Customer response

  07/11/2024

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a new Stihl RMA510V Mower 10/06/22 with a three year warranty from 4 X 4 Country at * ********** **** * *************** ** ***** * ****************** ** The self propelled function is not working. I left it with them on 06/06/24 for repair. As of 06/19/24 they are unable to repair and are waiting for an answer from Stihl. I also filed a complaint with Stihl Support Ticket Number **************** Reference ***********. I am still waiting for an answer from the dealer and also Stihl.

  Customer response

  06/28/2024

  Complaint #********

  Resolved.

  Thank you,

  ****** ***

   

• Initial Complaint

  05/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased Stihl model FS 50C gas weed whip from ************ ******** in St Paul. Unit was not performing as advertised - could not replace string on the device was not starting well. Took the weed whip back to Beiswenger's within two months. Service person said Stihl was having problems with the spool head on those specific units. Service person tried to install new line and was unable to do for many tries and finally succeeded with frustration. I told him this validated our concern with the unit. He said the only way they could give us another head was if we purchased one - they were out of stock so nothing could be done and left very frustrated. I called Stihl customer service and relayed and documented the problem with receipt information and all contact information. We were told we would be contacted by Stihl for a resolution - never happened! With the mowing season starting again this year we still cannot get string to go into the head just like what happened when it was brought back after initial purchase. We watched two video's several times how to install the line and how simple it is - wrong, just like the service/sales person told us as stated above We called the Stihl phone number listed in the owners book - it is located in Greece!! We were asked all of our information yet again and we were told we would be contacted within FIVE days to try and resolve the problem. I stated this was the second time of contacting Stihl wthout any resolution. I shared with her the significant disappointment with a product/company that claims to be the absolute premium manufacturer in their sector. I requested a phone number to call in the US - she said she did not have one nor could she connect me to the customer service department in the US. She suggested I try and look it up on the internet. We own other Stihl products and have never experienced anything like this. We are extremely disappointed customers that have tried twice to get our problem resolved and the selling retailer told us they knew of the problem. This is simply sad.

  Business response

  05/17/2024

  Complaints Department.
  
  We have had the opportunity to research the complaint by the customer filed on 5/9/2024.

  Timeline:
  The customer initially contacted STIHL on 5/25/2022, via the STIHL customer support hotline. A previous employee made a single attempt to contact the customer and closed the case which is not in alignment with our standard protocols for making multiple attempts to make contact.

  Most recently, the customer again called our support center on 5/9/2024. The support center agent received call and escalated the case to our Technical Support Team for review. The STIHL Inc. support specialist began research and working on the case.

  Technical Support agent began research and contacting customer on 5/10/2024 at 3:26 PM ET
  The STIHL Inc. Support Specialist made several attempts in contacting the customer. We left voicemails providing the internal case number as well as the contact telephone number to reach us. The customer's case was closed on 5/13/2024 at 11:09 AM ET, due to no response from customer.

  STIHL is dedicated to supporting our customers and we will work directly with this customer to find a resolution that is mutually beneficial. We will be reaching out to the customer again and we ask that the customer contact us via the information left on their voicemail. Thank you. 

  Customer response

  05/19/2024

  The statement submitted by Stihl is absolutely not correct and true.  I made numerous calls to the published phone number on their literature.  The call location is located in Greece and the staff at this location is extremely difficult to understand.  After endless explanation of the ongoing problems with the unit (and just saw many complaints about their similar as ours on many websites) their supposed customer service staff said they would transfer me to a customer service person in the United States.  They could not do it!

  Just like our attempts to resolve the problem in 2022 Stihl has failed to follow up.  After filing this complaint, I did receive ONE phone message from a male stating who he was and the number to call back.  Guess what, I called back and was told there was no way to connect me to this specific person or follow up.

  Stihl has admitted they never followed up just after our purchase in 2022.  Additionally, we have not been able to use the unit, or find the correct head to fix the acknowledged faulty part - checked with several local retail locations and authorized repair location in our area with zero explanation why the part was not available.  In fact, both my wife and I know more about the faulty unit than any of Stihl supposed gold or platinum standard retailers and authorized repair locations in our area.

  After spending endless hours driving to and calling Stihl distributors, sitting on the phone forever trying to talk to people in Greece - Stihl has failed miserably.

  Additionally, it is almost fraudulent advertising for Stihl to flaunt they are an American company that will not stoop to selling the "Box Stores" because they do not meet the standards of their company.  I am a retired National Marketing Manager of a company that sold Billions of dollars to Box Stores and none of these retailers have failed as miserably as Stihl has in this case.

  In conclusion, I will not sit at home next to our phone waiting for someone from Greece to never call me back or leave a message with no way to call them personally back. The ball is in Stihl's court.

  It has been impossible to get a phone number for Stihl's corporate office so far, however I will continue to escalate through channels if necessary.

  Respectfully,

  ****** ** *****

   

• Initial Complaint

  03/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Started chainsaw with chain brake engaged, disengaged chain brake and began cutting. Chain began to slow down when applying throttle. Noticed there was absolutely no oil present on the bar, chain or any indication oil was coming out of the oiler port. Decided to return Chainsaw to Ace Hardware on March 13, 2024 to see if there was an issue with the oil supply system. Started chainsaw but found the chain would not move. Will have more experienced Customer Service person look at it. Received call from *** ******** *******, MA on March 14, 2023 explaining that the saw was run at high speed with the brake engaged causing multiple parts to be melted/damaged. Since this was user misuse, the repair would not be covered by warranty. As a customer courtesy, Stihl would pay for the parts but customer would be responsible labor cost of *********. Repair time is unknown as parts are currently on backorder for 2-3 months. It was recommended that customer just buy a new chainsaw and use defective chainsaw for parts. Spoke with ***** from *** ******** *******, MA on March 17, 2024 after researching other complaints by experienced chainsaw users being blamed for the same issue. He reiterated that Stihl claims the saw will become damaged within 3 seconds with the brake engaged and that the chain will still rotate at high idle with the brake engaged as it is only meant as a safety feature in an emergency which is obviously not factual. Stihl’s own MS251 C Instruction Manual calls out a procedure on page 38: “Check operation of chain brake” Before starting work, Run engine at idle speed, engage the chain brake (push hand guard toward bar nose). Accelerate up to full throttle for no more than 3 seconds – the chain must not rotate. Since the chain saw obviously had a defective oiler causing the saw to overheat damaging multiple components and Stihl is attempting to avoid a refund by blaming the customer, customer would like a full refund.

  Business response

  03/26/2024

  Hello Complaints Department

  We wish to provide you with an update regarding the complaint submitted on 3/17/2024. Our team has concluded the research into the customer's case and has made multiple attempts to reach out to them using the provided phone number and email. Presently, we are awaiting a response.
  

  Thank you for your patience, and we will continue to keep you updated on the progress towards a resolution.

  Business response

  03/28/2024

  Complaints Department 
  
  Please see the below outline of our research and related interactions regarding the customer complaint that was filed on March 17th, 2024. 
    
  When the customer experienced the issue with the machine, they took it back to the local, authorized STIHL dealer in which it was purchased. The privately owned and operated STIHL dealer completed an evaluation to determine the damage as well as the cause of the damage. The dealer then contacted the Technical Support representatives at our Northeast STIHL branch to discuss the details of their findings. 
    
  Based upon those findings and the accompanying images of the machine, it was determined that the chain brake had been engaged, or the chain had become pinched in a cut while the engine ran at an above-idle speed. This type of damage is not caused by any defect in workmanship or material. As such, the initial decision by our branch Technical Service Representative was to offer the customer a one-time courtesy of supplying the dealer with the required repair parts, at no charge to the customer. 
    
  After we received the customer’s complaint to the ****** ******** ******, we revisited the case details and reached back out to the servicing dealer. We verified the damage and that the cause was not due to any defect in workmanship or material. Nonetheless, we reached out to the customer to gain a better understanding of their concern. We explained the details of the damage and went on to have an extremely productive conversation. 
    
  Although the damage to the customer’s machine wasn’t caused by a defect in workmanship or materials, STIHL is dedicated to standing behind our customers. This productive interaction was a mutually beneficial learning experience for all parties. For this reason, we’ve decided to offer further assistance in the form of a one-time courtesy replacement of the unit. We greatly appreciate the customer, their business, and their loyalty to our brand. We thank them for offering us the opportunity to work through this together. 

  Customer response

  03/29/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was sold a Stihl weed cutter and had to return it because the motor wasn't powerful enough to cut weeds. They took it in the back and verified it was not powerful enough. They gave me a new one but didn't bother registering. It also didn't word but it was a different issue ( it didn't send out string). The dealer (********) and Stihl send me back and forth because neither one will stand behind it and give me a refund. They are not concerned that I have an item that won't work but only that they have given me two...as if one out of two should work..NEITHER one work and I want my money back

  Business response

  11/01/2023

  We have been in contact with the customer since late September and were working with the privately owned STIHL dealership to work out the details of providing the refund. Because STIHL dealers are privately owned, we are not able to dictate how they process refunds and such, and it can sometimes take a little time to work everything out. We had some difficulties with contacting the proper entity at the privately owned dealership, but on 10/30/2023 we were successful in reaching a manager.  We were able to work out the details of the refund for the customer. 

  Since the time in which the customer filed their complaint with the ***, we have been in contact with them again. On 10/31/2023, a STIHL Support Specialist spoke with the customer and notified them that we will be happy to provide them with a refund. 

  We then took the added step of contacting the responsible STIHL dealer and gave them the authorization to take the machine back and provide the customer with the refund of their purchase price. 

  Should the customer have any issues with this situation, please have them contact our support team and reference our internal case authorization number ***************. As the Support Manager, I created an additional note within the case authorization, ensuring that every step be taken to make the customer whole again.

  We ask that the ****** ******** ****** close this case in our favor as we have already provided the customer with the exact outcome that they were seeking. We are also sending the customer a care package of STIHL promotional items. 

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a stihl MS 271 20" chainsaw on August 9, 2022 from ****** **** in Argyle Texas. I used the chainsaw for about 40 minutes the first time and the second time for about 20 minutes before it seized up and just stopped working. I initially called the technician number and ran through some troubleshooting that did not work. I took it to *** ******* ****** in Keller Texas and was told that the cause was bad fuel. I currently have one other stihl chainsaw, a pole chainsaw and multiple backpack blowers which all use the same fuel and I have never had an issue with any. They changed their mind after a couple of days and called to tell me that it actually was not bad fuel but it was a burnt piston from cutting limbs too big or too small without cycling through a fuel tank of gas. So now the issue is that I did not use the chainsaw enough while it no longer worked??? I was told that I would be responsible for parts and they would cover the labor. The parts were over **** for a **** chainsaw. If I wanted an **** chainsaw I would have purchased one. I have sent emails and made numerous phone calls and have never had a response or been able to speak to someone. There is no question that Stihl is a great product but there is no explanation other than the fact that I bought a lemon. Absolutely nothing I did caused this chainsaw to burn a piston after 40 minutes and having it less than 3 days. You could tell by the chain that there was little use. I work on huge projects for a large restoration company and we recently had 16 stihl chainsaws for a job in Naples which all worked while doing more intense work. I never picked up the chainsaw so basically just threw **** out the window of my truck. After doing some research there are A LOT of bad reviews similar or just like mine. Do better Stihl. You are a huge, reputable brand that hard working people support. I didnt ask for a refund just for a repair or replacement.

  Business response

  12/05/2022

  This customer originally contacted our **** support line, and from there his complaint was forwarded to the Distributor in his area to assist. The Distributor talked with the customer, as well as the dealer who had the customers unit. The failure to the unit was caused by the customer, not by a manufacturing defect - that is what our warranty covers. The customer was rude to both the Distributor and the dealer. Even so, out of a customer courtesy, it was decided that we would cover for the labor portion of the unit to be repaired, but the customer would be responsible for the cost of the parts. 

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Stihl MS250 chainsaw on April 1, 2022 for ******* from ******** **** ****** in Johnson City, TN. I also purchased the warranty. This was my second Stihl chainsaw, the previous MS250 lasted for 14 years. Our house is surrounded by woods, so I've cut many trees and large limbs over the years, so I am very experienced with a chainsaw. A friend and I were cutting up a tree in May 2022 when the chainsaw started acting up. This was only my second time using it and it was less than 2 months old. I eventually had to stop using it that day because it wasn't working properly. I took it to ******** **** **** to be repaired. They said that I had tried to use the chainsaw with the chain break engaged, and that it could not be repaired. Of course, this couldn't be the case because a chainsaw will not run with the chain break on, also, I had years of experience with my previous Stihl chainsaw. They would not honor the warranty. I contacted Stihl headquarters and filed a complaint. Every time I called, they said they would look into the matter and return my call. After a few months of getting nowhere, I called them again (after multiple calls.) They said they had left a message on ******** **** ***** voicemail and they considered the matter closed. I was shocked that such a well known company wasn't willing to do more. So, I spent ******* on a faulty chainsaw that no longer works. I'm a very dissatisfied customer.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/18) */ Unit was covered under warranty as a customer courtesy and was replaced by the dealer to the customer. Consumer Response /* (2000, 7, 2022/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business was very nice and gave us a replacement.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a brand new Stihl chainsaw 261 Oct 2021. I have used it 5 times using 5 tanks of Stihl Motomix 50:1 premixed fuel. Saw no longer starts or runs. Returned to dealer for service under warranty. Dealer found internal damage to piston and cylinder walls. Dealer submitted photos to Stihl. Stihl claims I damaged the saw by not running correct fuel oil ratio. I have only ever run Stihl premixed fuel. I paid **** for the saw less than a year ago and they are telling me it has to be completely rebuilt with a new cylinder and piston. Dealer is telling me Stihl won't cover it and I will be charged 1/2 as much as a new saw. I am asking for Stihl to replace the saw with a new saw or refund the full purchase price. As a Sr. Engineer with a major vehicle manufacturer, it is my professional opinion this damage was not consumer created, but faulty parts or manufacturing.

  Business response

  11/29/2022

  Business Response /* (1000, 10, 2022/10/19) */ The failure of the unit is not from a manufacturing defect. Our warranty only covers manufacturing defects. This failure was caused by overheating to the unit. As a courtesy to the customer, the cost of the parts were offered to be covered by STIHL and the customer will just have to be responsible for the cost of the labor of the repair. Consumer Response /* (2000, 17, 2022/10/28) */ Stihl offered to supply the replacement parts. Service has no idea how long it will take, has been 4 weeks. I feel they should swap saws since they can not supply the parts in a timely manner. This is poor customer service

• Initial Complaint

  09/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a BR700 backpack blower from **** ***** in Duluth, MN; roughly 4 years ago for about ***** To receive an extended warranty, and ensure proper fuel mix, I also purchased a 6-pack of 5.2 oz STIHL brand 2-cycle lubricant to mix into 2 gallons of premium gasoline. I used my blower each fall a few times over the course of owning it. Maybe some other occasions, but not enough to run through a whole 6-pack of lubricant mix. Using the blower on the 4th season, the blower piston seized in the motor housing. I was excited that I bought the mix and had it under warranty, until the service center at **** ***** in Duluth, MN (Ed) told me that the fuel was an improper mix and due to that, STIHL would not honor the warranty. Maybe the 6-pack of lubricant I purchased was faulty? I have no idea. The resolutions presented by STIHL were: 1) Pay **** for service to replace motor (2) **** off a new blower, (3) Buy a different type of blower (but no discount). The shop will continue to tell me (and probably you) that I used an improper mix, even though I used the STIHL mix that clearly I bought at the same time. They said they don't have history of my purchase, so cant verify the lubricant was purchased. Their shop technician claims they siphoned the fuel from the backpack blower tank. If so, send it in for chemical analysis and maybe STIHL can pinpoint the issue? I don't understand how the technician can visually say "this customer didn't use proper fuel mix", when I made every attempt to. As far as I'm concerned, STIHL dodged the extended warranty that I am entitled to, and Acme tools is just plain rude (guys name is **** Please help me :(

  Business response

  10/11/2022

  Business Response /* (1000, 8, 2022/09/30) */ Unit is being repaired under warranty for the customer at the dealer. Consumer Response /* (2000, 10, 2022/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Honored warranty after filing this claim. Whew thanks

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a Stihl FS91 trimmer from Ace Hardware in Asheville, NC in the spring of 2021. On August 3, 2022 it would not run so I took it to *** ********* *** ****** ********** Weaverville, NC (they handle repairs for the Asheville Ace). The person who received my trimmer told me they were running six to seven weeks behind, by the time I would have gotten it back mowing season would have been over. I called Stihl customer service to complain, the representative I spoke to said someone would contact me, they never did. A few days later I posted a comment on StihlUSA's Instagram feed about the problem and someone from Stihl replied that they would like to help me and to send them a Direct Message which I did. No one ever replied to my message but on August 16, 2022 I received a phone call from the *** Dealer in Weaverville saying my trimmer was ready. When I went to pick it up on August 18, the dealer had charged me ****** (including sales tax) for the repair, the person who does the actual repair was out to lunch and I asked to have him call me when he returned and explain to me why the repair wasn't covered under the Stihl warranty and that I would like to have the defective part returned to me also. I have yet to hear from them. They replaced the carburetor (check valve failure / not repairable according to the receipt), the carburetor is part of the Emission Control System which my manual clearly states is covered by a two year, parts and labor warranty. I should receive a refund of ****** plus ***** in tax for a total of *******

  Business response

  09/16/2022

  Business Response /* (1000, 8, 2022/09/12) */ The carb being failed due to a faulty check valve is indeed warranty. We have contacted the dealership who did the repair and had them cover the repair under warranty. The customer may go to the dealer for a refund. Consumer Response /* (2000, 10, 2022/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response was adequate and what I asked for, that Stihl honor their warranty. I have received the refund and consider the case closed. Thanks to the Better Business Bureau for your help.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩