Resolved
Chris C Aym

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Waiblingen, Baden-Wurttemberg

Resolved: Stihl Voided warranty when all use instructions followed

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Mar 05, 2021

Saw was refurbished (local rep claims this is an "upgrade" and "custom", but he is also likely the original person blocking fixing this situation, sadly all companies have a few bad apples - I hope Stihl fixes this one - thankfully they overruled him).

Updated by user Mar 05, 2021

After extensive back and forth, Stihl reversed their decision and requested to repair the saw - their higher ups were so concerned about this saw failing that they requested the damaged parts be sent to their manufacturing facility to be inspected by their engineers.It...

Original review Feb 26, 2021
500i chainsaw was purchased (@ $1500) was encouraged to buy an extra 6pk of oil to increase warranty to 24mo. Used only three tanks of fuel in it - machine has a computer that tracks use, Stihl reports total run time of the saw (including being tested by sales crew before my purchase) of 2hrs and 17min.

Cant get to start. Followed instructions in manual and online, for several weeks and cannot get to start. Bring to official repair shop who verifies wont start. They take off covers and find severe piston damage.

The shop reports to Stihl for warranty instructions. Stihl says customer misuse, voids warranty.

Stihl oils used, new fuel, all instructions followed in manual, online Stihl website video, as well as Stihl slideshow instructions on stihl.com and stihlusa.com websites. Not sure how following three sets of published instructions amount to misuse, or how an obscenely expensive "professional" chainsaw should fail spectacularly with slightly over 2hrs of run-time and less than this of actual use.
View full review
Pros:
  • Good local dealership
Cons:
  • Servic quality willing to back their product
  • Quality
  • Will not honor warranty

Preferred solution: Replace power head with new unit as this appears to be a manufacture defect, repair is effectively forcing me to buy a refurbished unit for the price of new as I have essentially not used this saw as 2hrs 17min includes test firing by shop prior to sale

User's recommendation: Consider alternatives as Stihl refuses to honor warranty