JustinM
Addicted to ArboristSite
Hi folks, I thought Id post a little story about my new favorite company: Dolmar.
I bought a Dolmar 5100 in september 2008. I used it for a bit & was absolutely thrilled with how well it worked. Spring/Summer of 09 came with some family issues & illness so I didnt get to use it much. Fast forward to fall of 2009 and I started using the saw again. It was still running strong until two days before the warranty expired... it died. No warning, no tell tale signs - just flat out gave up the ghost.
The dealer I had bought it from had unfortunately closed shop that summer (health reasons) so I knew I couldn't go there. I went on the Dolmar website & found a "recommended dealer" close to home. Even though I usually work on my own saws, I took it there the next day just in case there was something that could be done under warranty. I didnt touch a thing or look at it at all.
Well, I wont go into all the gritty details but suffice to say I will never return to that dealer for anything. I got my saw back at the end of DECEMBER and it was in worse shape than when I dropped it off! Still wouldn't run. It somehow had a scored piston - despite me doing ALL the things one should do with a new saw. As evidence of how crappy this dealer was, they tried to sell me a brand new 5100 - while admitting they didnt even open up the piston assembly to see if the cylinder was salvageable!! As I left the shop I said I would follow up with Dolmar directly & they said "Well, good luck. They wont do anything."
As I write this, I have a brand new 5100 sitting in my workshop.
All I had to do was write to Dolmar, wait for a response (about 2 weeks) and then clearly outline everything that had happened (how I had used & handled the saw, mixtures, conditions etc) and what had happened at this dealer.
They sent me a replacement saw within 2 days of discussion.
I must say that I am extremely impressed with both their quick action and their decision on how to resolve the matter. Frankly, i would have been ok troubleshooting the saw & replacing the parts needed myself, had they suggested it, but giving me a brand new saw certainly went above and beyond what I expected.
This tale tells me two things (1 of which I knew before):
a ) that Dolmar is a great company that stands behind their products
b ) that a great dealer is worth their weight in gold...and a bad dealer...well, 'nuff said.
Justin
I bought a Dolmar 5100 in september 2008. I used it for a bit & was absolutely thrilled with how well it worked. Spring/Summer of 09 came with some family issues & illness so I didnt get to use it much. Fast forward to fall of 2009 and I started using the saw again. It was still running strong until two days before the warranty expired... it died. No warning, no tell tale signs - just flat out gave up the ghost.
The dealer I had bought it from had unfortunately closed shop that summer (health reasons) so I knew I couldn't go there. I went on the Dolmar website & found a "recommended dealer" close to home. Even though I usually work on my own saws, I took it there the next day just in case there was something that could be done under warranty. I didnt touch a thing or look at it at all.
Well, I wont go into all the gritty details but suffice to say I will never return to that dealer for anything. I got my saw back at the end of DECEMBER and it was in worse shape than when I dropped it off! Still wouldn't run. It somehow had a scored piston - despite me doing ALL the things one should do with a new saw. As evidence of how crappy this dealer was, they tried to sell me a brand new 5100 - while admitting they didnt even open up the piston assembly to see if the cylinder was salvageable!! As I left the shop I said I would follow up with Dolmar directly & they said "Well, good luck. They wont do anything."
As I write this, I have a brand new 5100 sitting in my workshop.
All I had to do was write to Dolmar, wait for a response (about 2 weeks) and then clearly outline everything that had happened (how I had used & handled the saw, mixtures, conditions etc) and what had happened at this dealer.
They sent me a replacement saw within 2 days of discussion.
I must say that I am extremely impressed with both their quick action and their decision on how to resolve the matter. Frankly, i would have been ok troubleshooting the saw & replacing the parts needed myself, had they suggested it, but giving me a brand new saw certainly went above and beyond what I expected.
This tale tells me two things (1 of which I knew before):
a ) that Dolmar is a great company that stands behind their products
b ) that a great dealer is worth their weight in gold...and a bad dealer...well, 'nuff said.
Justin
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