Chainsaw Repair

Hi Gang,

Though this is the first time I’m posting to this Forum, I’ve visited it frequently in the past and got some good info from it. So I thought it might be time to post about my Stihl experience and ask for some advice.

Building a log cabin and bought a Stihl MS 251C. Saw did a great job, used it for a year and took it to Santa Fe Power Equipment in NM for service even though it was running just fine. They told me that the piston was shared and that’s because I ran it on straight fuel without oil, that this is not a warranty service, and that the repair would cost just about as much as a new saw. Thing is, I never ran it on straight fuel and even showed them a picture of how I cut one of the oil bottles down to the proper fill line for 1 gallon of gas. Made no difference, they just ignored me and told me that Stihl taught them that the only way a piston can get shared is due to no or improper fuel mixture. They showed me how they removed the muffler and how the piston was shared as proof. Later on they sent me pictures of what they claimed to be further proof, problem being those were pictures of a different saw and I sent them the same pictures of my saw while pointing out the clear differences…made no difference to them. At that point I started to research this, came across this forum and learned a lot.

In talking to Stihl directly I was told that there are dealer horror stories and that I should take it to another one. Took it to Albuquerque’s Power Generation Service. They told me that the unit overheated and they actually went through Stihl’s 20-some point checks to figure this out instead of just pulling the muffler. Stihl approved the warranty because I argued that since the manual doesn’t explain how to avoid overheating I had nothing to go by to prevent that. Stihl approved the warranty and only after 3 weeks did I hear from Power Generation Service that I’m getting a new unit. Here’s what happened next:

1. They didn’t give me a full refund for the diagnostic service which they need to for warranty. They told me that’s because the bank charged for the credit card service. Called the bank, they told me that’s not true, and the bank refunded me the rest.

2. They wouldn’t let me leave until I started the saw. The fuel bulb didn’t take on any fuel, even after 50-so pumps. Yes, there was about half a tank of fuel in the tank.

3. Gave up, handed it to one of the guys, he EVENTUALLY got it started but yanked on the starting cord like a maniac even though this saw has an Easy2Start system that only requires a brief, short pull that stores energy and then the engine starts after the energy is released. It’s pretty cool, worked great on my original saw, but not this one. So I’m thinking he’s ruining the starting mechanism.

4. Once it starts he runs it on full throttle for about 15 seconds, lets it idle for about 3, repeat many times…Told him he’s violating Stihl’s manual for a “factory new” saw. As if it matters, he goes: “I’ve been a dealer for a long time.”

5. Oh yeah…they wouldn’t let me use the restroom regardless of my pleading.

So after only using 4 tanks of gas…chain tensioner doesn’t keep chain at proper tightness and it ends up dangling by a couple of inches after a few cuts, there’s intermittent rattling from the chain sprocket/gear area when it idles, fuel pump bulb only takes on gas with a full tank, chain spins wildly in idle and no adjustment to the proper screw stops that, hard to start regardless of whether it’s cold or has been running, and engaging the chain brake stalls the engine. Add to that horizontal lines I found on the piston after removing the muffler and scratches and other markings on the cylinder housing and it became clear that this saw was definitely not new.

Contacted the Stihl rep for my area and now they want to get the original saw back from Power Generation Service to check it out themselves. Now I’m just waiting.

So here’s my question to you guys. Though the original saw did a good job and I’m not willing to write off the Stihl brand quite yet, have any of you experienced anything similar? Do Stihl dealers tend to be that incompetent? Or is that just in New Mexico? Any New Mexicans part of this forum? If so, what dealer did you have a competent experience with?

I’ll follow up with y’all once I hear back from Stihl and learn where they want to go with this.

Wow...I had no idea. Pretty sad. I did find another dealer in the area and they turned me away because I didn't buy my saw from them. I called Stihl directly and asked about that and they told me that dealers are independently owned and that, yes, they can turn you away if you didn't buy a Stihl product from them.

My original Stihl worked great. It seems that Stihl might not be the problem as much as the dealers and their techs. But it would seem to me that no matter how great the manufacturer, at some point your tool will require service, so what are you supposed to do if you can't find competent techs?

Well, like I said, I'm not quite ready to give up on Stihl yet. We'll see what happens and I'll let you guys know.

Well, I'll definitely look in to them. I'm off-the-grid and far away from any major town, so finding a competent service tech. is pretty important. I'll look in to that for Echo, too.

Thanks for being so helpful.

Least they did something for you. Good Luck.