I purchased a Husky Power washer one year and one week ago. The Model is 1800S. It came with a 90 day parts warranty, a 3 year Pump and Motor manufacturers warranty and it came backed by The Home Depot offer of a one year money back guarantee or exchange program. I bought my Husky Power Washer because of the Husky brand recognition and because of the Home Depot reputation.
Over the year I used the Power Washer around 5 times. Only 5 times mind you. On the fifth time the Power Washer gun trigger broke under normal use. It broke about one month ago and I was not able to talk to Home Depot until yesterday (September 04, 2008). I talked to the service desk first, they could not help me bacause it was past the one year period so I asked for a manager...the manager Mitch arrived, he said he could not help me because it was beyond the one year period and told the clerk at the service desk to get me the number for Husky Power Washers. I have gone through the same exercise with Husky Power Washer and their response is that it is past the 90 day parts warranty. The excuses go on and on from Home Depot to the Husky online chat and live person conversations.
My beef is not that the unit is beyond the warranty, I have issue with the fact that I bought a brand that is one of the Home Depots main and maybe an exclusive brand to the Home Depot with the implied guarantee that this was a superior product. It is not a quality product. The trigger on the gun broke after 4 limited uses. As I stated to Husky, my power washer is either a lemon or the trigger on all of the Husky Power Washer 1800S's are faulty and need to be recalled. In either case I should have been sent, free of charge, a new replacement gun. I will never purchase a Husky Power Washer again.
My message to Home Depot is simple. The way you reward loyaty to your brand is by breaking the rules to allow your regular customers to feel special. If you hide behind the rules all of the time your loyal customers will look else where to show their loyality.