Westinghouse 20000 Watt Generator Remote Start with Automatic Carbon Monoxide Shutoff | WGen20000c

This is a monster ran everything in hose

I purchased a Westinghouse WGEN20000c from Norwall Power Systems for $3,761.43 on August 7th, 2023, and had the unit delivered on or around August 12th, 2023. My order number was 81300. Over three to four weeks, I have tried to use the generator to power a new ice cream trailer. Not once has the generator run for more than 30 minutes without intervention from myself or others. When the machine turns itself off, we have had to do some or all of the following: Restart the generator, allow it to warm up, and it might work for 30 more minutes. Blow air through the fuel lines when the generator would not start at all or start and run for 3 - 5 seconds before turning itself off (it seemed like it was getting no gas) Spray starter fluid in the carburetor, although the generator would only run until I stopped spraying, and it would immediately die again. Remove the fuel line from the fuel pump to the carburetor until it starts, then quickly put that fuel line back on. After being unable to work an event on September 12th consistently, I contacted Westinghouse Support at the number on the label of the generator itself. I reached an answering service, who told me they had no idea how to fix anything and would have to take down my information to submit a case number to Westinghouse. On September 13th, I made several contacts with Westinghouse and used their automatic return option in their IVR to hold my place in line but to call me when it was my turn in the queue. Not one time did I ever receive a callback. I then proceeded to contact Westinghouse again, although this time, I remained on the line and waited to speak to a representative. When I finally reached someone, she explained that even though my generator was basically dead on arrival, she would need to redirect me to a service center and gave me the number to one in Hilliard, Ohio. The representative on the phone also said it was either the fuel pump, carburetor, or both and that she would ship me a brand new fuel pump for me to replace on my own. She also asked me who I purchased the generator from and told me I should talk to them about any warranty or replacement work. I advised that Norwall PowerSystems does not offer any warranty guarantee and said they are basically just a distributor of the product on behalf of Westinghouse and that I have to call Westinghouse for any replacement or warranty work. I contacted the Hilliard service center, where a lovely lady spent 20 minutes talking to me about my generator; she said Westinghouse had called her to give her a heads up I was coming her way, and based on her diagnoses of the symptoms, she stated that it was a faulty carburetor. She challenged why Westinghouse would send a fuel pump to me, saying that it’s clearly “pumping” fuel to the carburetor based on the description of issues we had and what we did to try and resolve it. She also alerted me that they have had to replace many Westinghouse fuel pumps and carburetors and cannot buy them online or from Westinghouse. They have to have me come in, drop off the unit, allow them to disassemble everything, and then contact Westinghouse once their tech “proves” that it is a bad carburetor. This generator has a timing belt and another type of chain/connection, making servicing the generator at home almost impossible. She stated that they have almost a four-week window before they can look at my generator and that I should expect another 3-5 weeks to diagnose, get parts, repair, and return my generator to me. With the already four weeks, we have been unable to run the generator consistently; this would put us at just over 3 months without being able to use the generator, with 2+ months of it sitting in a shop in Hilliard. At this time, I called Westinghouse back again and asked for an equal swap of generators because this would put me completely out of commission for 25-30% of my warranty time with Westinghouse. I called the next day, September 14th, 2023, and talked with Caitlin at extension 1093. I explained everything going on, and Caitlin said that she thought it would be best to swap my generator for a new one and then explained the process for me to get a mailing label in the mail, call for a pickup, and they would do the swap the same day. She even told me they would put the broken generator in the box from the new one and take it from my garage, so I didn’t have to worry about boxing it up. I asked if she could also see if they would be able to use some insurance/warranty to help me rent a generator for my event on September 17th; she advised that she would ask but that she was unsure. On Friday, the 15th, I called back in to ask Caitlin if she could email me the label instead of sending it through the mail to help me swap things out a little quicker, and she told me that she would submit a request to see if she was able to do that and someone would be in touch with me soon. She also asked if I had heard back about the rental, and I said no but advised her that I needed to know by 5 PM EST to schedule the rental pick-up. Caitlin told me she would mark the issue as urgent and that someone would contact me soon. At 4:06 PM EST on Friday, September 15th, I received an email from Customer Support with Westinghouse, which completely undid everything Caitlin told me and put me right back to being out of a generator for 3 months. The email said that they would not be sending a swap to contact the retailer for a replacement, and it told me to go to an independent service center from across the county to do my repairs. The email also told me there would be no reimbursement for a rental generator. When I saw the email, I immediately called Westinghouse again, and after 26 minutes on hold, at roughly 4:58 PM, someone answered the phone and said they were from the answering service center, that the Westinghouse customer service agents had left for the day. At this point, I was very frustrated, and I told the gentleman at the answering center that I was on hold well before the closing time for Westinghouse. He advised me that they “officially” close at 5 PM EST and that it was now past 5 PM EST. I let the gentleman know that I live in EST time and that I was telling him that it is not yet 5 PM, and regardless, I was put on hold as caller number 6 in the queue, and I proceeded to ask him if the Westinghouse Customer Service team left early for the day, and left calls sitting in the queue not to be answered and he said “Yes”. He said they sometimes leave early on Fridays, and he apologized that he could not help me and advised me to call back Monday at 9 AM. I called around 9:10 AM and eventually spoke to Ola on September 18th. I asked to speak with Caitlin at extension 1093, and Ola advised me that no Caitlin works for Westinghouse and that I must have been talking to someone from the answering center. When I explained that I had talked to her twice during regular business hours, she told me that she must work in a different department because Westinghouse has no Caitlin. I then explained my situation, gave her several case numbers, and asked to speak with a supervisor. She said none were available and that her supervisor would call me back later. Her supervisor’s name was Kyle Nelson, and even though I offered to wait as long as needed to speak with him, she told me that he was not at his desk, she could not predict when he would return, and he would have to call me back later. She also asked which service center I contacted and if I called the Hilliard one; I said yes and that I also called another 60 minutes from my house, and both reported the same wait time and a message about service with Westinghouse. At 10:41 AM EST on September 18th, I attempted yet another call to Norwall Power Supply, the original distributor we purchased the generator from; after listening to hold music for about four minutes, the line was disconnected from Norwall’s side. I called back at 10:45 AM and reached Dalene. I told her that I had talked with her last week about my dead-on-arrival generator and wanted to discuss a solution. Dalene cut me off and quickly told me that Michaela at extension 240 was the one handling this, that she was reaching out to a Westinghouse representative to do a swap, and that she would put me through to Michaela’s voicemail for an update. I was then transferred and left a voicemail per Dalene. Michaela returned my call late afternoon on September 18th and advised me that she was confirming with their Westinghouse rep that they had sent me a return label so they could do a 1:1 swap of my WGen20000c generator. Michaela asked me to check my spam and ALL mail folders, but I did not see the return label. On September 19th, at 12:02 PM, I called Norwall again and spoke with Michaela. She said she had not yet heard back from the Westinghouse rep, so she sent him another email. She said she checked with a co-worker helping her and had not seen anything either. On September 20th, at 1:39 PM, I received a return label from McKayla at Norwall Power Systems; she also left me a voicemail. At 2:02 PM, I returned her call and asked what to do next. She said the label should have instructions, although when I looked, it did not. I also told her that I still have nothing in writing from Norwall that I would be getting a replacement generator. She said she could not send anything out until this one returns, which I told her I understood, but I would like something in writing showing that I will get another one. She told me she has to work with her manager and another lady who has been assisting with my issue to see if she can do something like that. I told her I would respond to her email with that information so at least something is documented, and she said okay. She also gave me Mark’s number at RandL to call for help with the pickup, which I did and received his voicemail. I also sent him a text message. On Friday, September 22nd, just after 2 PM EST, R&L Carriers scanned in the generator as delivered to Westinghouse. Over that weekend, I emailed McKayla from Norwall Power Systems and stated that since the generator shows delivered, how quickly can we get a new one ordered? On September 25th, McKayla responded that she does not show the generator being returned yet; once it does, Westinghouse will notify her, and at that time, she can work on a replacement. I emailed her back in less than an hour; I sent her the screenshot showing the unit delivered and asked what the standard turnaround time is for Westinghouse to acknowledge the return and to ship a replacement. I also asked her to confirm if it would be coming from Westinghouse directly or from Norwall Power Systems. McKayla responded at 12:56 PM and said that while she would love to help me, they received a chargeback notice from my credit card. As a result, they would not be sending me a replacement generator as she stated she would. I responded and said that I did start that process once I was told by Norwall and Westinghouse that there was nothing they could do, but I specifically asked American Express if I would be able to cancel it if they ended up resolving my issue, and American Express said yes. They even said this was the exact process to follow with one of their cards. I have had the following case numbers provided, although they keep telling me they all combine into one. To the best of my knowledge, the primary case number is SC219828. SC220186 SC220187 SC220452 Mark - 614-412-1910 - R&L Carriers contact McKayla S - 855-453-4494 ext 240 - Norwall Power Systems contact Dalene S. - 855-453-4494 Ext 215

Easy setup. Ran the whole house. Wish the 50 amp outlets were 100 amp one.