Bests & Worsts Reviews from Amazon

When it worked, the generator was great. I bought this specifically because it runs on both propane and gasoline, and had intended to only use it on propane. It worked fine the first couple of times, and then the engine stopped turning over. I could hear propane moving, and could also smell it coming out, and you could see the shadow of the vapors coming out of the air filter. Having seen when I bought it that it had a 3 year warranty, my confidence was high that things would all work out. I emailed their customer service (who generally takes 2-3 days to respond) and explained the problem. They instructed me on some troubleshooting, which I did, and they concluded that it was the regulator that needed to be replaced. They emailed me and said that only the parts were under warranty, and that I would be responsible for the cost of having the part shipped to me, and asked me to call to take care of it. Not being a small engine mechanic myself, I was immediately concerned. Did they expect me to replace this myself? (yes, yes they did) I also could not believe that they expected me to pay for the shipping of the part under their warranty. Prior to calling I did some looking around online to verify that the warranty was indeed this bad. It is. But what was more disconcerting is that while looking on THEIR site, the very first review of this generator is as follows: "Got this generator last week. Propane doesn't work. Can hear a hissing sound of propane coming from down by pressure release valve or carburetor. You can also see the vapors coming out." This was my exact problem! So I call and talk with customer service guy and explain all of my concerns. He is completely scripted. The conversation from his end could be described as disingenuously over-cheery, while conspicuously disinterested and unsympathetic. I would be surprised if there were more than 10 words strung together that didn't come straight from a laminated script. When I gave him my credit card number to pay for the shipping he said, "Now unfortunately it appears that the part is on a backorder, and we won't be able to ship it until October 3rd (this was the end of August)" I say "Wait... What???" He says "Yeah, and normally we wouldn't charge you for the shipping until we sent the part, but because it's more than 30 days away, we're going to need to settle (the script's less confrontational word for "charge") today, otherwise when it goes more than 30 days without being paid for the system will cancel the order." The word "backorder" makes me leery, especially if it's more than a week or 2 because in my experience it can also be synonymous with "we don't know when it will be here, but this will give you really low expectations that will be easier to deal with if things don't go as we hope." I paid the fee, so we'll see what happens, but this was such a disappointing experience. The shipping wasn't very much, but by putting it on me for their faulty part seems ridiculous. I will never buy another Duromax product again. Unreliable and unsupportive.