Well, now I have to go and recant my previous review of NorthStar. More on that below, sorry for the long text, but in the event someone searches and wants to know user experiences, I'm sharing it in full detail.
Since my last response, I reached out to a neighbor whom I'd heard by other neighbors was a retired electrician. When I bumped into him, I asked if he wouldn't mind looking into something for me. Kindly enough he was very obliged to help. He came over and tested my 230v verified that everything was right. Then he took a gander at the pressure washer, said he has a 240v receptacle in his garage and to be sure we could go test it on his outlet. Sure enough, the thing tripped 3 times before we could even get to turn it on. He said it could be one of many things, the wiring in the motor, the GFCI, or there could be a bad wiring/connections or a bare/worn wire within the wire. I went and got him a case of beer for his troubles and said if I ever need help, he's always thirsty. So in all this I at least made a new friend.
So onto my battle with Northstar. I called them again, as if they could me know it when the replacement unit would arrive since its 2 day shipping. Thus allowing me to track it and be home for the shipment. I contacted and asked for my previous rep that I was working with whose name is Chase. However, he was out so I spoke with Keith. He promptly looked into my account and I found out that they are only sending me a new GFCI unit. I then went over all of the details, parts missing, going to get it serviced, the due diligence on my end. His response was, we throw parts at it until its working, we don't do returns. I let him know that's not what Chase had told me, as you can tell by my surprised reaction. He said replace the GFCI unit and go from there. I responded that I'm not an electrical expert and that it could also be other things. Water and electricity don't mix and I'm not comfortable doing this. Keith then said you can bring it back to that service center. (By the way is about an hour drive one way) Which, I responded with, you want me to take it to the place that couldn't properly service it? Keith said Yup, that or do it yourself. I asked wouldn't that void the warranty, since I would need to peel the label, he responded no, we have notes so we will remember.
At this point I just ask if we can just return it. I no longer want the thing. I was not informed of this and I don't feel comfortable working on it. Keith responded by, well that's how it is. Either you fix it or send it to the shop. Those are your only options. He became more incrementally of an *** as I tried to find a resolution. Since we were going nowhere, even with me trying to resolve, I responded, well then I will use my options, 1st I will go through northern tool and return it that way, if I'm roadblocked I will do a chargeback on the credit card, whom usually side with customers as you have sent me a defective product. I would prefer to resolve the issue with you, however this will greatly complicate a process that doesn't need to be complicated. Keith's response, I don't care. I said, final answer? and then again I don't care..... After that the conversation was over.
Well, as a follow through I contacted NorthernTool. The person I was working with was extraordinary. She was very helpful on the phone. It may have helped when she pulled up my customer ID. (I have all klutch air tools, saws a variety of hand tools ratchets, lawn equipment) I'm guessing I'm probably close to around $2.5k+ in sales so far with them. One of the main reasons I got this from NorthernTool is because of how good of a company they have been in the past. Anyways, she said since she is bridging the customer/vendor relationship, she would be able to do an exchange, but not a return at this point. She was very apologetic, took all my info and names and said she would refer this to her director as vendors should be sorting this out. Also that I had gone above and beyond what I needed to in order for a peaceful resolve.
So now a new pressure washer is getting delivered and they will pickup the old one.
I will update again as I receive the new one, however now I'm changing my review of NorthStar. I can no longer recommend them, as while Chase was kind on the phone, he didn't follow through and instead sent me a new GFCI. Followed by Keith who, being unpleasant to work with is an understatement. If I had a chance to return it with my money, I would gladly do so and buy from another company.
Seeing how a simple thread has nearly 40,000 views they should take notice on their customer relations. I bent over backwards to try and make things right. Even sympathetic on not digging into their profits. They chose greed over customer service.
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