Reviews

Review Details

• Review fromJohn K

  Date: 06/10/2023

  5 stars

  John K

  Date: 06/10/2023

  Very good service! I have a Pulsar/Ford generator and the starter switch holding clip broke and the switch was pushed into the control panel. I was concerned because I bought it about 2-3 years ago and never used it. I contacted Pulsar and Rick quickly sent me the retaining clip at no charge. It fit like it should. Thanks for the great service!
  

  Pulsar Products Inc

  Date: 06/12/2023

  Wow! Thank you so much for the kind words ****. I tend to wince when I see an email notice of a BBB review from the weekend, but you just made our whole day brighter! - Rick

• Review fromGregg V

  Date: 05/23/2023

  1 star

  Gregg V

  Date: 05/23/2023

  I don't know what was worse, the product or the customer service. I recently purchased a Pulsar 21" Gas-Powered Push Mower with 7-Position Height at a local Rural King store and got 3 uses out of it before the hollow aluminum bottom handle on it started slipping out of the tracks that hold it to the base because they are not fastened flush with nuts and bolts like most walk behind mowers, but instead used a lynch pin that is about 2 inches adjacent allowing plenty of space for the lower handle to slip out of the track and start bending up like a pepsi can, which is exactly what it did. It is an inferior product. When I contacted customer service for a replacement part, after providing the sales receipt and delivery address, I was led to believe they would be shipping me the part out very soon. 3 weeks passed with no updates and no bottom handle. When I emailed them, they again acted like they were shipping the part right away, said they would provide tracking details. When that never happened, I complained and they seemed to get angry that I complained and criticized their level of customer support and said they were cancelling my order. I was shocked with the level of unprofessionalism their agents displayed and felt compelled to warn other consumers.
  

  Pulsar Products Inc

  Date: 06/08/2023

  Several of us have been waiting for this opportunity as this is the most odious abuse of BBB and weaponization of online review process we have seen so far in 2023. Hello, again, double-G.
  --
  For the record and for the public's edification, we moved heaven and earth over here to accommodate this, frankly very demanding and entitled customer. We moved him ahead of others, we gave special treatment, we got the task done, and then this horrible man sent the following message to our support staff:
  *** "Well, I did not receive any tracking details. I could not be more displeased with the Pulsar product I made the mistake of purchasing or their customer service. I will be leaving negative reviews detailing my experience on every website where I find your products." ***
  --
  This is the thanks we got. So I shut him down personally. Unfortunately I think his order got out before we could stop it. And then he made good on his threats, all over the Internet.
  --
  I ask the public to reflect, how would you handle a customer like this?
  Thank you.

• Review fromWill E

  Date: 03/03/2023

  1 star

  Will E

  Date: 03/03/2023

  Ridiculous lack of customer service, get condescending and don't like it when the customer doesn't put up with it and responds back.
  Submitted a warranty request. Over 4 days passes with no feedback or information on it being looked at (even though they say 24 to 48 hours to respond back). I send another request asking "what do I need to do to get support? " and their condescending employee Rick J starts with the insults and ignorance. I respond accordingly and it ends up him saying he will block me if I don't essentially put up with his trash talk. Look through the reviews, this is not a one time thing with this company. They are arrogant and I feel purposely act this way so they don't have to support people. I have all the emails I will gladly share if they try to come back and say it was me who started with the belligerent words. Bad product and bad customer service.
  

  Pulsar Products Inc

  Date: 03/07/2023

  Good morning, BBB:
  Apparently this man used a web portal to forward a message to us in the middle of a relocation. It never reached us, I have all the network logs. When he used direct email, it reached us right away. Maybe it was a glitch or an error, but we will never know because the tone and tenor of his email was hostile and accusatory. We do not tolerate such behavior from anyone.
  Yes, please take a look at all of the negative reviews, which represent about 0.003% of our inbound support center volume. Unfortunately BBB is often where frustrated bullies go to play when they are rejected here. Please read every review, the overwhelming majority involve hostility and abusive behavior that was repelled; such is simply not tolerated here.
  The complainant speaks of "trash talk". Here is a suggestion - Try being nice and see if you get a friendlier reply.

• Review fromRick S

  Date: 02/17/2023

  1 star

  Rick S

  Date: 02/17/2023

  Pulsar tiller bought at home Depot used 4 times spring for garden in fall it wouldn't start i get ahold of the they tell me to mail it back so i do not happy i get a new 1 supposedly i use it 4 or 5 times same except crap will not start so that 2 of ur junk *** products in under 2 years an wont start . So i get ahold of ur so called customer service an this lady tells me its the carburetor an it my problem . What a warranty . Im gonna send u back ur junk product an u can have my dam 400 bucks another thing u **** is so bad store s take it off the shelves an dont sale no more so please as a avid cutter logger gardener outdoorsman KEEP UR JUNK IN CANADA
  

  Pulsar Products Inc

  Date: 02/20/2023

  The ugly message above is a milder version of the abuse our staff endured from this individual. It is unworthy of a response. We invite this customer to have a third party contact us on his behalf, possibly a friend or family member still willing to help, Under that stipulation we will evaluate his case, but there will be no further contact between the author of this review and our excellent support staff.

• Review fromJohn F

  Date: 02/03/2023

  5 stars

  John F

  Date: 02/03/2023

  I purchased a dual fuel generator from Pulsar about 18 months ago. I had used it exclusively with propane and probably had 100-150 hours on it. At the point of about 13 months into owning it I believe that the tank supplying fuel had run to low and caused a failure in the motor. (Appears to be a damaged valve) I contacted Pulsar looking for replacement parts to fix the unit as i was outside the manufacturers warranty by about a month. I was pleasantly surprised when Rick (from Pulsar support) told me that Pulsar was going to take care of my problem at no cost to me. While it did take months for a suitable salvaged motor that fit my unit to become available they DID get it to me and at no cost to myself.
  

  Pulsar Products Inc

  Date: 02/03/2023

  Thank you, Sir! This was a difficult case to resolve for various reasons that no longer matter. My team greatly appreciates your patience while we worked out the best solution. Stay in touch, let us know how it goes and if you need any parts or assistance.
  -**** *

• Review fromMichael B

  Date: 12/30/2022

  1 star

  Michael B

  Date: 12/30/2022

  model ******* generator during power outage I ran the generator for 8 hrs stopped it to refuel unplugged all power cords before shutting it down and I could not turn the engine over again. this was the first time I used the generator I checked to see if I had flooding in the cylinder then I checked valve clearance no problems.it was the pressure release mechanism on the cam shaft to repair this you need to tear down the generator to get to the motor and then tear down the motor. This company does not sell repair manuals for their products. This was ridicules the first time I used the generator and I sat in the dark anyway I used a bore scope to look in the engine and saw parts laying in the oil sump. They should change their name to Prince of Darkness generators because i do not trust this generator and I will try a different brand. **** * *******
  

  Pulsar Products Inc

  Date: 01/03/2023

  Hello ******* -
  We can certainly share your disappointment in a premature engine failure if you give us a chance to do so. Did you contact us, or speak to anyone or set up a case? There is no mention of it in your bad review. If there is a warranty in effect, we can help you, and even if you are past warranty, we can still help you with discounted parts and fast, friendly technical support. You are correct, we do not provide engine tear-down manuals to the public. Such work can be dangerous and should be carried out by experienced technical staff. Why didn’t you at least give us a chance to earn back your trust before savaging us with a bad BBB review?
  In fact, *******, we do have factory prints and exploded views which are sufficient for most people to perform repair works with our guidance on torque values and so forth. We provide this support every day for customers who are reasonably polite and just ask us, we never “sell” this information.
  Wow – “Prince of Darkness” generators? Really? I’ve never heard that before about a generator. If you meant it as a double-entendre, then that’s clever.
  If you’d like to have another go at this, I invite you to contact me directly at ***************************
  Best Regards,
  **** * 

• Review fromJavier R

  Date: 10/26/2022

  5 stars

  Javier R

  Date: 10/26/2022

  This is my best wishes for this an awesome and great services experience that need to be continuing in the future. It’s really impressed for the fast service respond by email since the first day and solution for my needs at the end. Simply it just meets and exceeded expectations of great customer service and fast respond. From first email the fast respond and attention was really fast, knowledgeable and very professional. Specially Thanks to Robert that takes me on this process very professional, knowledgeable and outstanding customer service experience. For sure I will sponsoring and recommend your Brand Pulsar in our beautiful Puerto Rico with this great Customer Service Experience. Because Pulsar has multiple dealers or different stores levels in Puerto Rico that carried Pulsar Products for sale, this is a great opportunity to recommend this brand specially for Puerto Rico.
  Thanks everyone in Pulsar to make this great experience happen.
  Robert, Thanks again for all your help and support.
  Thanks, ****** ******
  

  Pulsar Products Inc

  Date: 10/27/2022

  ****** -
  Thank you so much for taking the time to leave a nice review for Robert and for Pulsar. Our company has been deeply connected to the people of Puerto Rico for the past five years since Hurricane Maria came through. Your island is beautiful and the people are delightful to work with. We are always here if you need anything.

• Review fromMark S

  Date: 08/05/2022

  5 stars

  Mark S

  Date: 08/05/2022

  In spring of 2021 I was looking for a new lawn mower. Needed something powerfull as my grass tends to be thick and I like it cut short. Normally I go with name brands craftsman, husqvarna etc. My local rural king had a 200cc self propelled pulsar mower and thought what the hell why not. Get the mower home set it up, put oil in it and do my first cut. My air filter cover broke at this point no big deal I just put tape on it. This thing is powerfull nothing stops it not wet grass not tall grass, the self propelled bit is way stronger than I thought, and has no problem tackling my lawn. Then the worst happened and I hit an upraised root and stop the blade, breaking the blade adaptor. Put in an email to customer service that I need a new blade adaptor and also an air filter cover and a new air filter. Response time was fast I recieved an email the next day asking the standard questions. Get told to call with my case number and to give card information. The tech I spoke with was curteous and the phone call probably didn't last more than a few minutes. I have a tracking number and my parts are on the way. As someone who works on small engines this mower has been fantastic and even now still starts on the first pull and runs like a champ. My next mower purchase will definitely be with Pulsar. My only gripe is i'm a right here and now kind of guy so i wish I could order parts from somewhere other than pulsar themselves, but that's not even a big deal as customer service has been more prompt then most companies I deal with.
  

  Pulsar Products Inc

  Date: 08/08/2022

  Hello and thank you so much for taking the time to leave a very kind review! Pulsar is blessed with a vibrant team of customer and technical support representatives who take pride in delivering effective, friendly, and efficient solutions wherever it is possible. I searched your case and learned that you were helped by Erika in technical support; she is dynamite! And she is also our newest technician, which makes your review extra important. Thanks again!

• Review fromJoseph (Joe) G

  Date: 08/03/2022

  5 stars

  Joseph (Joe) G

  Date: 08/03/2022

  I want to be clear that this was a process to get to a better than expected outcome. Early issues were met with a very responsive delivery by Pulsar Support of a replacement part that was identified as defective. A couple of months later, we experienced a follow-on problem with another part, the electric switch, which started working intermittently, if at all. I tried to get a replacement, but there was a mix-up in communication. I was later advised that this part was not in stock, and that I might need to substitute a functionally equivalent switch assembly, but one developed for a different model. Inevitably, a company Director of Product Development, who also oversees Technical Support, began communicating with me. It would be an understatement to say that he just delivered a more than satisfactory package to make me whole for whatever delay was experienced. He and his staff went above and beyond to produce a creative resolution to our problem, one which incorporates the required switch assembly, already embedded in a larger module for our exact model. Amazing that they took the time to get it right.
  

  Pulsar Products Inc

  Date: 08/08/2022

  Hello Sir!
  Thank you for your very kind review. The missing switch was our fault, a simple inventory mix-up. And your case slipped in a crack too, also our fault; things happen. Once I learned how much hassle you endured waiting for one switch it was only right to make it up to you. I'm glad you found the parts useful. By the way we contacted our factory about the missing lighted switches and they sent a box of them to us by airfreight the following week. Because you brought this to our attention we can better serve other customers.

• Review fromLucas K

  Date: 07/24/2022

  5 stars

  Lucas K

  Date: 07/24/2022

  CSR has been awesome
  Treat them respectful and they help set things right.
  My PG3500M generator had engine issues at nearly the end, of warranty.
  The team helped this firewatch person GREATLY.
  Be honest, respectful as any of us would want to be treated. THEY DO APPRECIATE
  IT! (can any of you imagine, having a job dealing with customer problems ?,,, not necessarily an easy thing to do)
  Replacement engine works well and is GREATLY APPRECIATED.
  CUSTOMER SERVICE GROUP at Pulsar,, THANK YOU AGAIN!
  Firewatch/Equipmentwatch
  In Oregon.
  Mr. L
  

  Pulsar Products Inc

  Date: 08/08/2022

  Hello Mr. L - We are thrilled that the engine worked out for you! Thank you for taking the time to leave a nice review. You are correct, we sure do appreciate a kind word. In simpler, more honest times the "support department" was called the "complaint department", only the name changed. It makes us all so happy when we can sort a difficult problem and help a customer. Take care of yourself.