I bought the Tanaka TCG31EBSP 30.8cc Commercial Grade Brush Cutter by Tanaka Power Equipment from Amazon subsidiary Woot in May 2013 for $179 - claimed 51% off. It arrived apparently unused. It was fully assembled except for the blade, guard ,and handle which were easy to install with the provided tools and screws according to the broken and misspelled English instruction booklet. (includes French and Spanish instructions)
I was surprised to find the included warranty statement specifically excluded this brush cutter from the Amazon claimed “2 year commercial use warranty”.
The remaining “7 year” warranty for “home” use is apparently severely limited to from 90 days to 5 years for much of the machine.
The included broken English portion of the manual is somewhat understandable except for important instructions which are described only by illustrations - such as “STARTING” with the same illustration as “STOPPING” - with an arrow pointing in the same direction for both switch functions.
The manual has an exploded diagram of most of the components, but no replacement part numbers, names, or descriptions. I was unable to find these online nor were they emailed to me as promised by subsequent repeated contact person Michelle.
There are no diagrams or part numbers for the 4" cutting string head (779106) - which itself EXPLODED into pieces 5 minutes after I began using it.
The contact phone number on the warranty statement is inoperative.
I had some difficulty finding an appropriate contact telephone number or email address under “tanaka”.“Tanaka TCG31EBSP”, “Tanaka brush cutter”, “Tanaka review”, “Tanaka Brush cutter manual”, etc do not yield any useful information. Finally I found under “Tanaka Power Equipment” a seemingly appropriate (unfinished?) website, but nowhere was this product “Tanaka TCG31EBSP 30.8cc Commercial Grade Brush Cutter” listed under “Products” or “Discontinued Products”. I clicked on the small “warranty” link for a different product and in the middle of even more dense statements, found a functional phone number. (I never was able to find a contact email address on the internet.)
With the new-found toll free phone number, after 10 minutes on hold, I quickly described my problem to Michelle for the broken cutter string head and was immediately dispatched to hold for “technical support”
After another 5 minute hold, Gary in technical answered and quickly transferred me to customer service for a warranty replacement head.
After holding again, Michelle answered and argued strongly that “technical service had to evaluate the machine to insure the problem was not caused by me and fell under the limited 7 year warranty”. I explained it was not my duty to resolve this “catch 22” in their company and requested to escalate the problem to someone who could resolve it.
That person was in a meeting and so I was promised a callback or email, which quickly resulted in Michelle sending me a replacement part under warranty and promising to provide part numbers and names apparently available to her but not online or in my manual. She also referred me to “Triple A Tools” for future parts.
I tried to see if there was any way get the part sooner than the 4 day promised in-house processing and subsequent FedEx ground speed from Georgia to California but was told local dealers don’t usually carry this part and “this is really fast delivery”.
In the 20 feet of weeds I cut before the string head malfunctioned, I was surprised and pleased at the balance, power and cutting speed compared to my old consumer grade Riobi weed eater.
Update 6/23/13
The “improved” replacement string head arrived in 5 business days from East Coast, but it took 2 emails and 4 days to get shipping confirmation.
After 10 hours of use the string head broke again. The tabs holding the bump head cracked and the head came loose with resultant loose string wrapping around spinning shaft.
Instead of just replacing the head or taking to local dealer for repair, per warranty, Customer service wants me to ship the entire brush cutter to East Coast ($80+? and weeks of missed cutting, CA fine for too little fire clearance) so they can find out what is wrong besides cheap quality string heads noted in other reviews.
This company’s corporate customer service is horrible, so I’m asking Amazon’s Woot to take this back. I can’t take any more frustration!