Can I send a part to a customer as a goodwill gesture/accommodation?

There may be situations where a customer experiences difficulty ordering a part or working with an ECHO® dealer, and sending a part as a goodwill gesture or accommodation may be appropriate. 

• A part has been discontinued and is no longer available, but ECHO® still has stock

• A customer is dissatisfied that a fuel issue was not covered under warranty, and the unit has already been repaired

• A product previously purchased by the customer no longer includes items such as safety glasses, a kick guard, or an oil sample

• A customer has had difficulty locating or ordering a particular part

While there is no set “limit” on how many parts can be sent as goodwill or accommodation, use your best judgment. Not every positive or negative customer experience requires this type of resolution. Newer specialists may be required to request approval for all goodwill gesture/accommodation parts until they become more familiar with the ECHO® product lines.

Some parts may require authorization before sending. If the part is not listed below, see Kristina. The model and serial number are required for verification.  

• Goodwill gesture/accommodation parts that do not require authorization: An order may be placed via Powerlink using the GL# 61240-141-0000.
  • Nuts, bolts, screws, thumbscrews
  • Primer/purge bulb 
  • Air filter, fuel filter, spark plug
  • Spark arrestor screen
  • Fuel and oil cap(s)
  • Shield plate (trimmers)
  • Spring, cap, cover, adapters, hubs for Speed-Feed® (We have these in office, no need for Powerlink order)
  • Repair kits for Rapid Loader®  (We have these in office, no need for Powerlink order) 
  • Cold weather insert (blowers)
  • Trimmer heads (use the production numbers for the Speed Feed® 400 : SRM Part #X0472055053 or GT Part #X0472054950)
  • Kick/tip guards
  • Safety glasses
  • Oil sample (2.6 US fl. oz.)
  • Fuel 
  • YOUCAN™ Maintenance Kits
•  Goodwill gesture/accommodation parts that can be sent that require authorization:
  • Bar/chain (chainsaws and power pruners)
  • Throttle trigger
  • Gaskets
  • Blower tubes/vacuum tube
  • Batteries (case by case basis)
  • Chargers (case by case basis)
    
• Goodwill gesture/accommodation parts that cannot be sent:
  • Gear Case Assembly Components
  • Carburetors 
  • Short Blocks/Engine Components
  • Chain Brake Assembly Components
  • Starter Assembly Components
  • Ignition System Components (besides throttle trigger) 
  • Any other safety related parts