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Generac customer service and follow-up…

Generac customer service and follow-up is an embarrassment. During the course of a recent home backup generator install at our home, we made a total of eleven calls to Generac to attempt to complete the install and to add my new Generac generator to the Generac Mobile link app.Unfortunately, the Generac system was not able to recognize our generator serial number, and as such, we were required to provide pics of the generator serial number and proof of purchase (both of which we did provide). Ostensibly, the need for this verification was an error caused by our retailer, and providing the information was supposed to have solved the problem... Needless to say it did not.Now, several weeks (and many hours on the phone with Generac customer service later), I still cannot connect my generator to the Generac Mobile link app which would allow me to control my generator remotely. During the past few weeks, I have experienced poor communication and follow-up from Generac employees, inconsistent information, lack of professionalism, and in one instance, the customer service rep had the audacity to yell at me because she could not understand the problem and didn't know how to solve it.As a previous Generac generator owner, while I have experienced the benefits a Generac generator can provide - much the same as their competition provides its customers - given the time wasted and frustration experienced this time around, it will likely be the last time we will purchase a Generac generator, as we just cannot afford the time and frustration involved with Generac customer service and setup.One last thing: Prior to writing this review, I pondered whether it was worth my time to do so, but once I saw the percentage of bad Generac reviews (73% as of 8/12/22), I can only assume that Generac does not much care about their customers once the sale has been made... Too bad for Generac and their customers.

Date of experience: Aug 12, 2022