Bests & Worsts Reviews from Amazon

Okay- let me just start by saying that I did a lot of research before I purchased this generator and the thing gets RAVE reviews. In fact, go on line and it is almost impossible to find anything that's been said that is too horrible about it. Great- wouldn't you think? I sure did- and maybe, just MAYBE, if the unit we were sent wasn't such a dog I would have been one of those customers who later filled the internet with praises about what a sweet, dependable little machine this is- because THEN I would have never had to contact Factory Direct Outlet OR try to get Matt "the Claims Department Supervisor" to actually help me OR actually make good on the warranty. I could go into a long rant about my difficulties with this company (who are an affiliate of Max Tools- the company that actually manufactures this unit) and Matt (who is about as helpful and effective as a bikini in a blizzard!) but suffice it to say- IF you are unfortunate enough to be saddled with a unit that does not work properly- GOOD LUCK WITH IT! Because Factory Outlet IS NOT going to help you. First off, when you call to ask for help you will not be able to get help right away (because their technical department is "back-logged") so you will be placed in the "queue." This means that Matt (who is also the tech guy, by the way) will call you back when he can get to you- WHEN he does finally call you back MAKE SURE to troubleshoot and implement all of the "fixes" he suggests to see if they work BEFORE hanging up. Because if for some reason the "fixes" he gave you do not work and you have already ended your conversation, Matt will then "close out" your "claim" and when you have to call back you will once again be placed at the BOTTOM of the queue (this means it will take Matt at least a week to get to you). Another issue- BEWARE of tbe warranty. It is posted. Very small and ambiguous language- but it is there- a 30 day "replacement" guarantee and one full year warranty on parts. Seems reasonable- right? Guess again. Like I said the warranty is a small paragraph- buried by the ad for this unit and the reviews from customers (the majority who actually get a working unit) saying how wonderful this thing is. Well surprise! IF you happen to be the unlucky recipient of a lemon and Matt the "Claims Supervisor/ Tech" can't help you, GOOD LUCK trying to get them to honor their warranty without YOU having to shovel out cash to have the unit "diagnosed" (oh, and by the way, they DON'T reimburse you for that). If you, for some reason, are unhappy with this "requirement" Matt will tell you that it's "necessary." Because how else can he "know what is wrong with ths unit" or what parts need to be sent out" (parts, I am sure the customer will be told they must pay to have shipped). All in all- the unit is great IF it works. The customer service is horrible, the warranty is useless, and if I could give this zero stars I would. As I wrote to Matt (in a long email to which he has yet to reply) I live on an island. Goods are limited and sometimes hard to find here, and in hurricane season even more so. Our unit has less than four hours of running time on it (was a bear to start even from the get go!) Kind of pathetic, after all the big hype the company likes to make about this generator that they won't stand behind their product. Hopefully I won't need to use this thing before I am able to get it into someone and get it working. If I ever hear from Matt or Factory Outlet I will make sure to write another review and detail the outcome- but people- don't hold your breath!!