19 August, 1996

Generac Customer Service Department
Generac Corporation
P.O. Box 8
Waukesha, WI 53187

Attention Customer Service Representative,

I recently (6/1/96) purchased a Generac 4000XL portable generator (Model 09777-1; Series 4000XL; Serial #xxxxxxx) to run the roof air conditioner [A/C] while driving my motor home. After comparing specifications, talking to people (including technicians at Generac), and reading magazine articles, I felt that model was a good value for the dollar, and was impressed by it's features. I mounted the unit on a metal rack (500lb. capacity) which slipped into the trailer hitch and wired it into my electrical system using the generator's 30Amp circuit.

The 4000XL functioned well on our first trip. It was run about 2 hours and the A/C cooled the rig more than adequately. On our next trip, through the desert, we weren't so fortunate. The circuit breaker on the generator would trip after a few minutes, which made the trip from Albuquerque to Mesa AZ. more than a bit uncomfortable. Since the generator was new and seemed to work before, I brought the A/C in for repair. I spent almost $40.00 and was told that the problem was the generator. I then brought the generator to "Grover's" (827-8011. Mesa, AZ.), a Generac Service Center. Their verdict was the A/C unit was at fault, the generator was functioning perfectly! Figuring there must have been something else wrong, I rewired my generator hookup to the motor home. The wire alone cost me over $20.00 and unfortunately, this fix had no effect. The circuit blew again, and again,.... Needless to say, our being unable to run the A/C made the drive from Mesa to Los Angeles extremely hot, uncomfortable, and l-o-n-g. I purchased the generator to avoid the heat, yet it's failure got me really steamed (in more ways than one).

One week later on our return trip from Los Angeles to the Phoenix area the generator was still not functioning properly. This time the trip through the desert was so hot and unbearable that we had to stop driving in the middle of the day. We went to a campground and it cost me more than $33.00, unnecessarily. When we finally got to Phoenix, a day late, I contemplated calling Generac to request a return authorization for the generator. The unit was not functioning as it should, and I was totally fed up with it. Since I had been running my roof A/C for days in California off the land-line, the problem must still be the generator, contrary to Grovers' diagnosis. Fortunately, I decided to find another service center (from the yellow pages) and try one more time to get my 4000XL fixed. I called Engine Power Systems, Inc. (279-5355, Phoenix, AZ.) and spoke to David Roe. As I started explaining my problem, David interrupted stating that he was pretty sure he knew what was wrong. In fact, he said he had already fixed a few other 4000XL's with the same problem. He said the double spade connectors (I think that's what he called them) attached to the circuit breaker(s) were probably loose. Sure enough, upon inspection the next day, he was correct. David said he's only seen this problem on the 4000XL's, other Generac's seemed to be OK. Did a bad batch of connectors get used in the manufacturing of some [all(?)] of the 4000XL's? He replaced the defective connectors and the generator ran the A/C for the entire drive home to Albuquerque. It made the drive a real pleasure. David Roe of Engineering Power Systems, Inc. had saved the day.

Based on my experiences, I suggest you issue a recall on these generators, or at the very least, a service bulletin describing the problem and solution. This way other shops (ie: Grover's) will know what to look for and be able to keep your customers satisfied. Also I feel Engine Power Systems, Inc. should receive some recognition from your company for discovering the solution to what could become a serious problem for you. Lastly, at a minimum, I feel I should receive some compensation for all the hardship I endured and expenses I incurred due to the defective generator.

Now that my Generac 4000XL is working properly and I have decided to keep it, I will be looking to purchasing the oil filter kit (unless you would care to send me one as partial compensation for all my aggravation and expenses). Hopefully the oil filter kit will ensure that I will continue to have years of trouble free service with my generator. Also, I will again to recommend the 4000XL to my fellow rver's, but with a warning. I will explain the problems I experienced with the generator. That it cost me close to $100.00 in unnecessary expenses, and that it made what should have been a very enjoyable trip into a near disaster. Fortunately for us we continued our vacation and didn't let the generator completely spoil it. Also we were lucky to finally get the problem fixed. Let's hope Generac will advise it's customers &/or Service Centers of this problem so others can get lucky as we did.

Thanks for your time,

Sam Gershin
concerned/upset consumer

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This page was last updated: 30 May, 1997