Generators

Because of a favorable Consumer Reports review and a great price, I bought a Westinghouse iGen2500 portable generator this past summer.  It's quiet, seems well built and works fine.  

We live in Colorado and I subsequently ordered the high altitude carburetor kit from Westinghouse.  While the generator seems good, my experience with Westinghouse customer service in trying to get a couple of simple issues resolved pertaining to the high altitude kit was simply the worst.  Like, beyond comprehension terrible.  My advice: If you think you might need to deal with customer service, don't buy Westinghouse.

Short Summary:

Westinghouse sent me the kit with no installation instructions.

I could find no instructions on the Westinghouse website.

I sent 7 emails and made 6 phone calls to Westinghouse (and in response received 7 emails and 1 phone call from Westinghouse) before I received the installation instructions.  3 of my 7 emails were not responded to.

Long Summary:

1. I received the high altitude kit, but it came with no instructions.

2. I went to the Westinghouse website but could find no instructions there.

3. I emailed a query to customer service, but received no response (this was mid-October).

4. 10/23 I called customer service and explained that my email had not been responded to.  I recapped that I had no installation instructions for the kit.  They couldn't help but said they would refer the question to the tech dept.

5. 10/24 I received an email from Engineering saying he didn't understand the question.

6. 10/24 I emailed back asking for installation instructions and asked the minimum safe altitude at which the unit could be run.

7. 10/25 I received an email telling me that there are installation instructions and that the jet must be changed if the unit is returned to sea level.  No installation instructions were provided.

8. 10/26 I emailed back asking where I could get the instructions and reiterated the question about minimum safe operating elevation.  I received no response.

9.  10/31 I called customer service and asked for this to be escalated to management.  The person said he would send me a link to the instructions and that there was no problem running the unit at sea level with the kit installed; it would just make less power. 

10.  10/31 I received an email with installation instructions.

11.  We were out of the country for most of November.  Upon returning I saw that the instructions provided were not for my model.  The instructions stated that the original jet must be re-installed if the unit is to be operated at an elevation under 2,000 ft.  On 12/04 I emailed Engineering and explained that I received the wrong instructions and asked for the correct ones.  I received no response.

12.  12/06 I called customer service and asked for instructions for my model.  Dan said he would check and get back to me.

13. 12/06 Dan called back.  Although he said the installation instructions for all the iGen’s would be the same, he said he would send me the correct instructions for my model. 

14. 12/06 Dan emailed me a response that referenced included instructions but there were none in the email. 

15. 12/08 I installed the kit (without instructions).  The kit included three jet options--A, B, and C.  I guessed that Kit B would be the right one for 5,000 ft. of elevation.  The procedures in the instructions I received on 10/31 were of no help; my model generator is quite different from the instructions. 

16.  12/11 I emailed Dan that I did not receive the instructions with his previous email.  I said I also needed clarification of the minimum safe operating elevation with the kit installed because I had received three different answers.  The first (verbal) was sea level.  The second (verbal) was that there is no minimum--it would operate fine at sea level, although with slightly reduced output.  The third (written) was 2,000 ft., although that was in the instructions for generators other than the iGen that I have so I don't know for certain if it applies.  

In the same email I included the summary of my efforts to acquire instructions and install the kit (numbers 1-15 above) and asked that my summary be forwarded to Westinghouse management.  I concluded by stating:

“My experience with Westinghouse has been terrible beyond belief, starting with purchasing a kit that came with no instructions, continuing through emails that were not responded to, and phone calls and emails that often provided no- or incorrect information. After all these emails and calls, I still have no instructions for installing the kit.”

17.  12/11 Dan emailed me and apologized that there was no link to the instructions in the 12/06 email he sent me, but he did not provide the instructions.  He did not clarify the minimum safe elevation at which the generator can be operated with the kit installed. 

18.  12/11 Dan sent a second email that day that included the link to the instructions.

19.  12/13 I emailed Dan that the kit instructions he provided were the same (incorrect) ones sent to me 10/31.  I explained in detail how the instructions provided did not apply to my model generator.

20.  12/13 Dan emailed and said that they had found the problem that resulted in my getting the wrong instructions and sent me a link to the correct ones. 

21.  12/14 I sent an email to Dan confirming that I received the correct instructions.

Notes: After twice asking for my experience to be shared with Westinghouse management, they did not reach out to me.

I never received clarification as to the minimum safe operating elevation with the kit installed.  The instructions for my generator say the original main jet must be installed for operation at less than 2,000 ft., so I am assuming that engine damage can occur without the original jet.