Update 4/30/08: the gentleman whose name appeared here as the CEO of Kärcher USA is no longer with the company. At his request, I removed his name from the post.
I own a Kärcher electric pressure washer. I bought it because it was reputed to be from a solid company. Over the five or so years that I’ve had it, it’s worked well enough, but it failed, so I wanted to get it repaired. Here’s the deal:
- if you have a gas pressure washer, you can take it to one of Karcher’s service centers.
- If you have an electric pressure washer, and it’s under warranty, Karcher will exchange it for a refurbished unit under their “rapid exchange” program.
- If you have an electric pressure washer, and it’s out of warranty, too bad. Karcher won’t fix it. I spoke to Shane, at their customer service [sic] center. He said, “Oh, if you want to fix it, you can order the parts from us.”
So, I fired up Word and made ready to send them a letter asking how I could get the unit fixed. Surely what Shane told me can’t be right. However, here’s what I learned:
- The Karcher USA web site doesn’t list an address or telephone number for their US office.
- The customer support number on their website goes to what’s obviously an outsourced firm; they’ll only give out the company address, not the phone number. That’s because (drum roll) they don’t have it
- If you use an online directory to find their phone number, the listed telephone number for their Atlanta office rings incessantly; no one ever answers
- Their press releases don’t include any contact information
- The press release site for the parent company requires a user name and password to log on
After a whole bunch more web searching, I found their correct address (2825 Breckinridge Blvd, Suite 120; Duluth, GA 30096) and phone number (678-935-4545). No one answers that number, either, but I plan to keep trying until I get a human. In the meantime, I’d certainly advise against buying anything from these folks, given their unusual mastery of customer-avoidance techniques.
Update: I found this page, which lists XXX as the CEO and 678-935-4550 as the fax number. Score!
Update: I faxed them a letter. It’s in the “more” section.
Update: I got a call on Friday, July 29, from a customer service rep who offered me a discount on a remanufactured unit. He was supposed to send me some email explaining which units I could choose from– but lo and behold, 10 days later, no email. Hmmm. (And yes, I checked the spam filter logs; no such email ever arrived here)
Mr. XXX
President and CEO
Alfred Kärcher USA
Via fax: 678-935-4550
July 26, 2005
Dear Mr. XXX:
I am the owner of a Kärcher electric pressure washer, model 330. I bought it four or five years ago and recently discovered that it wasn’t working properly. I’m trying to get it repaired. So far, here’s what I’ve found:
- Kärcher electric pressure washers that are under warranty are eligible for the Rapid Exchange program.
- Kärcher gasoline pressure washers can be repaired by local service centers.
- Shane, at your customer support center, tells me that there is no service available for out-of-warranty electric pressure washers.
I hope that this is simply a case of an ill-informed customer service representative and not an official policy of Kärcher USA. I’m writing you this letter for two reasons. First, I’d like you to clarify whether this is in fact your repair policy, and, if so, how it squares with your web site, which says this:
We are the largest manufacturer of pressure washers in the world, which enables us to not only produce the highest quality, best-engineered cleaning products, but also to support our products with innovative programs such as the Rapid Exchange Program. With more than 70 years of experience in creating innovative cleaning solutions, Karcher has the expertise you can rely on. We appreciate your interest in our products and look forward to serving you.
Second, I wanted to let you know that your company is exceptionally difficult to reach. I spent a good half-hour poking around the web before I found your name, and this fax number. An increasing number of companies are finding that they get a significant competitive advantage from engaging in conversations with their customers through online support forums, email, and weblogs, but at a minimum customers expect to be able to talk to a live human at the company when they have a problem. Sadly, I wasn’t able to do so in this case, which is why you’re getting this letter.
I look forward to your response. You can contact me via email (paul@robichaux.net) or phone (deleted.
Paul's Down-Home Page 
Did you ever get a phone number?
I called them two weeks ago; my washer was in warranty; I called today, after finding the paperwork they told me I needed; it is no longer under warranty (just expired). Got the same run around. Found the number in Georgia. It does not work.
I am really pissed.
Bill McKay
Bill, see http://www.gaccsouth.com/Atlanta_Members/ad.html for a phone number. Just don’t expect to get a lot of help from them.
Alfred Kä²£her GmbH & Co. KG
Alfred-Kä²£her-Str. 28-40
71364 Winnenden
Deutschland
Tel. +49-71 95-14-0
Fax +49-71 95-14-22 12
http://www.kaercher.com
http://www.karcher.com/facts/facts_figures.pdf
I experienced something very similar as you, Paul, except mine was a gas pressure washer and I did try to get the help of a dealer. Apparently, they give their dealers the same run around as consumers.
Jason
In fairness to Karcher, I have had several email discussions with Chris Crumlish, one of their customer support reps. He is trying to do the right thing by offering me a discount on a refurbished unit; unfortunately, the refurbs only have a 30-day warranty, so I’m a little leery of buying one. They do genuinely seem to be trying to help me out, though, which I appreciate.
Electric Karcher 1400, on/off switch will not work, phoned the 1-800#, gave info, told yes it is still under warrenty,they wanted my credit card # over the phone, I asked where I was talking to, told Thailand, yea right, i’m going to give my credit card info over the phone to a stranger in Thailand,was then told they could not process my claim without that info.
Glad to have found your site. Having some trouble with the customer (lack of service) service people.
Hoping to email this Jones fella and the board of directors. May take some time getting email addresses, but I’m on the hunt.
Joe Jones responded to my initial fax and email directly, so contacting him might be a good route.
OK, so the line from KARCHER service centers like m&d (http://m-and-d.com/karcher_parts.html) indicate the electric units are “disposable” if of warranty. They do not service, however sell parts. I am rebuilding the front end of the KA-330MPLUS. I do not consider this device disposable due to a seal failure!
What a shame! At least yours is fixable. Mine probably was too, but I’m satisfied with the gas unit that Karcher replaced my electric one with. It’s worked well so far and seems to be much more sturdy than the electric unit.
I just read all your posts about karcher. I too am experiencing a problem with them. I get hungup on, they refuse to give me the Customer Service phone # or a e-mail address to customer service. Makes you wonder how they got to be such a large international company when their products don’t last and they don’t care.
Thanks Y’all… I was getting ready to buy one of these Kärcher electric pressure washers….but after reading the comments here. I think I’ll wait a little longer and buy one from a reptuable company ! I suspect the whole deal comes from the fact it’s a German company and that’s the way a lot of those companies are in treating customers and why I decided to research first b4 buying. You always reap what you sow in the End !!!!
Karcher Residential Solutions, XXXXX, Karcher
Wouldn’t be great! No, wouldn’t it be wonderful if Joe Jones was still running Karcher
I hear ya! Some don’t get it. The man had ten’s of thousands of consumers who called him. Have you ever tried to call the CEO of Microsoft? How about Black and Decker or any consumer oriented company?
Consumers are always trying to get to the top.
Let me tell you about my experience and you may change your mind.
I, like many others, bought an inexpensive electric unit on QVC. Like many others, the quality of the unit from the factory in Germany wasn’t up to snuff. I tried to resolve my problem through normal channels to no avail. My buddy gave me the name and phone number for the CEO, XXXX.
I called expecting to get some minor functionary. Would you believe I actually got to this guy on the first call. Not only that, but I got a replacement unit sent to me in time to do my planned weekend project! Unassuming, humble and polite, this man, Joseph Jones was all about helping me get the job done.
You guys can take issue, but think about it. There are a few people here who, rightfully so, did not have a good experience, but considering the thousands that call this guy, that’s pretty good.
Now, I understand that they consolidated operations and XXXXX has left. What a pity! No, what a shame!
Nolan
I’ve been a Karcher end-user for many, many years. The products are fantastic. Unfortunately, something is afoot to keep their products out of the US. You can no longer buy parts for their HEPA home vacuum. You can no longer purchase a residential steamer. You could never purchase their carpet extraction steamer. Look at their international product list. Why aren’t these available to US customers???? Maybe the big fellas at Hoover/Eureka/Dyson/residental Steam cleaning services don’t want these products in the hands of the US consumer. The Karcher stuff is light years ahead of this other junk. The US website is revised and only power washers are on the site. All other products are not available here, but in every other country they list. The same situation exists for purchasing a fuel efficient automobile. The rest of the world is moving on while the American consumer is being held hostage by corporate America. This is no longer the land of the free.
We bought a Karcher 398 electric pressure washer two years ago. Used it 3 times, then it wouldn’t start. Was sent a replacement unit (warranty had one month to go). That replacement unit stopped working after 3 uses. Karcher will not work with us. The customer warranty center won’t give out any CEO or address info. Contacted RJBowers service center where they try to help give advice about what is wrong. Karcher is like a secret society, where no outsider can get any satisfaction. Karcher is in the dark ages. I’m surprised it hasn’t gone under.