Tools, Sharpening and Power Machinery - Simoniz S1800 Pressure Washer

I just received a brand-new Simoniz S1800 pressure washer as a gift. It has the following problems:

- the on/off switch has been smashed into the unit
- the plastic cover plate is broken

I have contacted Simoniz for customer support. The box shows no visible damage. It looks like a broken unit was packed into the box.

It is hard to recommend to anyone to buy a Simoniz product, based on this experience.

I have contacted customer support to find out what to do.

I sent Simoniz two emails (on 19 Nov) using their customer support website. I provided details, such as my name, phone number, make, model, description of the problem, etc. I asked what would be done (e.g. repair, replacement, where to take for service, etc.).

The next day I received a reply asking me to provide my home address and telephone number. Note that I had already provided my telephone number, as required by their forms. No answers to other questions, but an invitation to ask if I needed more information.

I provided the requested information and again asked what the plan would be (e.g. repair, replacement, etc.). No response received yet. <...sigh...>

Bear in mind that Simoniz did not make this unit.In fact Simoniz makes none of the various mechanical devices that have ever had the name on them...they just license out the name to manufacturers.It might be helpful if you could determine the actual manufacturer however I'm not sure how you would do that and suspect it may be an import.

I'm not sure how to tell you to procede or what to expect but would suggest pursuing complete replacement of the unit versus repair or replacement parts.

Having received no information at all from Simoniz, I contacted them today. Their response was that I should take the pressure washer back to where it was purchased for refund or exchange.

Note that the documentation provided with the pressure washer states: "Please do not return this product to the place of purchase without calling our hotline first".

I then asked what it was they were planning to do (until I contacted them). They replied that they were going to send me a replacement on/off switch. I pointed out that since the on/off switch had been smashed into the unit, the supports for the switch were also broken, so simply providing a replacement switch would not solve the problem. Apparently they were not going to solve the problem of the broken plastic cover.

So, to summarize, here is my experience with Simoniz:

1. A brand new product was received damaged.
2. I contacted the service staff, as required by their documentation. They did not return my emails. They did not answer my questions. They would not have solved the problem.
3. I will now return the product, like I should have a week ago.

Overall, a very poor experience.