Because of a favorable Consumer Reports review and a great price, I bought a WestinghouseiGen2500 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 methe kit with no installation instructions.

I could find noinstructions on the Westinghouse website.

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

Long Summary:

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

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

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

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

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

6. 10/24 I emailedback asking for installation instructions and asked the minimum safe altitudeat which the unit could be run.

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

8. 10/26 I emailedback asking where I could get the instructions and reiterated the questionabout minimum safe operating elevation.  I received no response.

9.  10/31 Icalled 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 wasno problem running the unit at sea level with the kit installed; it would justmake less power. 

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

11.  We were out of the country for most ofNovember.  Upon returning I saw that the instructions provided were notfor my model.  The instructions stated that the original jet must bere-installed if the unit is to be operated at an elevation under 2,000ft.  On 12/04 I emailed Engineering and explained that I received thewrong instructions and asked for the correct ones.  I received no response.

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

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

14. 12/06 Dan emailedme a response that referenced included instructions but there were none in theemail. 

15. 12/08 I installedthe 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. ofelevation.  The procedures in the instructions I received on 10/31 were ofno help; my model generator is quite different from the instructions. 

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

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

“My experience withWestinghouse has been terrible beyond belief, starting with purchasing a kitthat came with no instructions, continuing through emails that were notresponded to, and phone calls and emails that often provided no- or incorrectinformation. After all these emails and calls, I still have no instructions forinstalling the kit.”

17.  12/11 Dan emailed me and apologized thatthere was no link to the instructions in the 12/06 email he sent me, but he didnot provide the instructions.  He did notclarify the minimum safe elevation at which the generator can be operated withthe kit installed. 

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

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

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

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

Notes: After twice askingfor my experience to be shared with Westinghouse management, they did not reachout to me.

I never receivedclarification as to the minimum safe operating elevation with the kitinstalled.  The instructions for mygenerator say the original main jet must be installed for operation at lessthan 2,000 ft., so I am assuming that engine damage can occur without the originaljet.