Customer ReviewsforElder’s Ace Hardware

I went to Elder's Ace Hardware-Dixie Lee Junction to buy a $1300 cut off saw but they wouldn't sell it to me without first obtaining my personal information and directing me to their service department. I didn't want to register the purchase or be forced into their service department when I can handle any tool maintenance myself. This kind of customer service drives people to online retailers instead of brick-and-mortar stores. I struggle with severe PTSD and need the ability to shop without unnecessary added social anxiety. If this is truly the procedure for purchasing from STIHL or Ace Hardware, I refuse to buy from them. How does me not wanting a warranty hurt you??? I guess your company philosophy is our way or we don’t want your business… I would have preferred to speak with a manager but we were informed that you don’t have management personnel.

Mr. *****, We first want to apologize for your experience in our Elder’s Ace of Dixie Lee Junction. Our intentions are never to force a customer to participate in any program for which they don’t feel comfortable. Our senior management staff was not on duty at the time of your intended purchase, so unfortunately unable to help you navigate around the warranty process. The values we see in our warranty for our customers is (1) With the warranty, if there is a problem with their unit, we are able to repair with no additional expense to the customer; (2) Without the warranty, should there ever be a safety recall on the product, ****l Inc. would have no way to notify the customer to help prevent a potential injury; (3) With the ****l warranty, if the unit were to be stolen, Elder’s would be able to flag the unit, so if it were ever taken to a ****l dealer for repair, it would be held there until the authorities were able to process the unit. We understand how our attempt to offer you the warranty may have appeared to be overbearing. We assure you that your best interest were the only intentions of our sales associates. We apologize and appreciate the opportunity for your business. Our store manager’s offer to you to remove the warranty and discount the item still stands if you change your mind. -Elder's Management

You do not have the power to “remove the warranty”. The warranty is with STIHL. As far a a customer is concerned all I would need to do is save my receipt and take the saw to ANY authorized dealer. Your manager did not offer to remove the warranty but did offer a $40 discount which equates to a 3% discount. As temping as that generous offer was I had already purchased the saw from your competitor. That competitor showed me the authorized dealer agreement with STIHL. I attached the portions of importance below. It obviously contradicts your process. The warranty is valid without registration and product registration is recommended but not required. At the end of the day you didn’t even care enough about your customer to look into it though. 7. Duties of the Dealer: A. Complete the product registration information and submit it electronically to STIHL Incorporated within ten (10) days of purchase. Product registration is recommended, but not required in order to obtain warranty service. B. Provide the Consumer with a copy of the product instruction manual, which includes information on the STIHL Limited Warranty Policy, at the time of the product purchase. The STIHL Limited Warranty Policy is available at www.stihlusa.com or by contacting STIHL Incorporated as set forth in paragraph 4. If requested by a Consumer, the dealer will provide the Consumer with a copy of the STIHL Limited Warranty Policy. 8. Duties of the Consumer: A. Use reasonable care in the maintenance, operation, and storage of the product as explained in the instruction manual. B. Should any failure covered by this limited warranty occur, the Consumer must deliver or ship the product to any authorized STIHL dealer in the United States or U.S. territories for repair and provide proof of purchase date. Freight costs and transportation charges if any, will be borne by the Consumer. C. The Consumer should retain a copy of the invoice for the length of the limited warranty time period as proof of purchase. STIHL Incorporated reserves the right to request a copy of the invoice to verify limited warranty coverage in the event a warranty repair is made to the machine.