Shell Lubricants - Sopus Products - Wal-Mart Shell Lubricants and WalMart Work together and deny responsibility for products made by shell and purchased at WalMart. Shell: Houston Texas
This past January, I was using my chainsaw when it ran out of gas. So I used some Super Tech 2 Cycle Precise Mix oil and mixed up a gallon of gas. I then put the gas mixture into my chainsaw and started it upit ran for about 1 minute and died. I could not get the saw started again so I took it into the shop on my way to work the following day. I stopped by the shop on my way home only to find that my $430.00 chainsaw was now a worthless pile of used parts. The mechanic told me the cause was the oil that I used. He had saved some of the gas in a coffee can and had some other gas mixture in another. He was careful to have measured the depth to make it a fair demonstration. He had me look at the color of the two mixtures. The one on the left was very dark and the one on the right was very light. I didnt know what that meant, but the mechanic explained. He said the one on the left was what the oil/gas mixture should look like. The one on the right was my mixture and it wasnt oily enough to lubricate my saw at such high RPMs. He then showed me a piece of cardboard that he had poured some of each mixture onto and let dry. His mixture had a dark oil stain on it; mine however looked more like cardboard. After the demonstration, I asked him how much to fix my saw and he just laughed. He told me it was beyond repair.
With only one thing to do, I headed over to Wal-Mart where I purchased the oil to fill out a claim against them for the cost of my saw. A few days later I was contacted by Wal-Mart and was told that since they didnt manufacture the oil they would be forwarding my claim to the oil company responsible which was Shell. She told me that I would be contacted by Shell and they would tell me how to proceed.
I was contacted by Shell and was told that they needed a sample of the oil and two quotes for a new saw. I complied with the request that day. That was the first week in January.
I didnt hear anything for a couple of months so I decided to call. They said they were still testing the oil. Meanwhile I have 11 trees laying in the front yard waiting to be cut up and moved. So again I waited.
A few more weeks went by and I called back and was told the same thing. I waited a couple more weeks and called back and they finally had some results. The woman I spoke with read me the report in which it stated that I never used their product. I asked her how they can say that. The only thing they have to test is their product because that is what I used. So I asked her if they were calling me a liar and she said I didnt say that. I pointed out to her that if I didnt use their product then someone was implying that and she just said well it wasnt me.
So I contacted Wal-Marts Claim division and talked to my rep. She was as confused as I was. She said that Shell wanted an unopened sample to test. I asked why they want that; I didnt use any other bottle except the one I sent them. She agreed that it was a strange request. She would investigate further.
I then received the official letter from Shell, in the letter they said that testing was inconclusive and asked for an unopened sample to compare the two samples and that they regretted to inform me that my claim had been denied.
After I received the letter I once again contacted Wal-Mart and spoke with my rep, she told me that after speaking with Shell that Shell claimed that what was in the bottle wasnt their product and they wanted another sample from the same batch to compare it with. I only needed one bottle so I only bought one. I asked if everyone needs to buy two of everything so that they have another test sample if anything was to go wrong. I then asked her what is to keep them from saying this about any claim. They would never have to stand behind their product because they could say it wasnt theirs. She again agreed and proceeded to tell me that because the report said that I didnt use their product that Wal-Mart couldnt stand behind the product that they sold either and that she was sorry.
So here I am with a box full of useless parts and the big oil company continues to make money at our expense. It seems to me that if they didnt recognize their own product then something was wrong with the product and they should have stood behind it. But they didnt.
The rich get richer and the poor get poorer replacing chainsaws that are burnt up using Shell oil products.
Below is a copy of the letter, complete with typos that I received from Shell Lubricants.
Shell Lubricants
PO Box 2099
Houston, TX 77210
Consumer Solutions-TSP19
1-888-416-1600 Option 5
04/07/08
Mark
As you aware, this letter is written in response to the claim you filed against our Super Tech 2 Cycle Precise Mix product. The product was sent to our lab and unfortunately, the report shows that the results from the sample were inconclusive and did not support, the sample shows that our product was not used. However, you may send a sample of unused product from a sealed container, so we can compare the two samples. As a valued consumer, we regret your loss, however we must respectfully deny your claim. If you have any questions of concerns please feel free to contact us anytime.
Thanks again,
Consumer Solutions/Product Claims
Mark
West Plains, Missouri
U.S.A.
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13 Updates & Rebuttals
Phillip
Boone,North Carolina,
U.S.A.
Oil Quality vs. Mix Ratio
#14Consumer Comment
Mon, January 05, 2009
The saw manufacturer will specify to use 50:1 or 40:1 pre-mix if it is their brand of oil. It is in every owners manual I have ever read 'Mix gas and oil 16:1 when using all purpose 2-cycle oil.'
TCW is for water cooled engines running at lower temperatures (250-350 degrees F).
TC is for air cooled engines running at 450-600 degrees F.
I purchased some cheap 2-cycle oil from Wal-Mart and my saw did not run good at all and I started experimenting with the oil mix and it did not work well until the mix was at least 24:1 and 16:1 smoked a little more. The saw recommended 40:1 as marked on the fuel cap.
Now I use nothing but Amsoil in my equipment, it does not smoke and lubricates better than anything else on the market. For small air cooled equipment, there is a product that you mix at 100:1 and it also comes in sample packs for a 1-gallon mix.
If Warren manufactured the oil, go after them for your loss unless it was Shell that made the product. That bottle of oil could have been in Wal-Mart's distribution network for several months even after changing manufacturing contracts from Warren to Shell. In any case, file it in small claims in your jurisdiction - the point of purchase not the manufacturers location. Talk to an attorney if you need help. I believe that Wal-Mart has some liability in this matter because it is their private-label product, but most of the liability is upon the manufacturer.
Good luck getting a replacement saw.
James
Temple,Texas,
U.S.A.
Warren Petroleum
#14Consumer Comment
Sat, November 22, 2008
You have spent a very long time reading the instructions on the bottle. Did you notice that on the lower corner it reads "Manufactured by Warren Petroleum Company". Thats probably why Shell said the tests indicated that it was not their product.
James
Temple,Texas,
U.S.A.
Warren Petroleum
#14Consumer Comment
Sat, November 22, 2008
You have spent a very long time reading the instructions on the bottle. Did you notice that on the lower corner it reads "Manufactured by Warren Petroleum Company". Thats probably why Shell said the tests indicated that it was not their product.
James
Temple,Texas,
U.S.A.
Warren Petroleum
#14Consumer Comment
Sat, November 22, 2008
You have spent a very long time reading the instructions on the bottle. Did you notice that on the lower corner it reads "Manufactured by Warren Petroleum Company". Thats probably why Shell said the tests indicated that it was not their product.
Mark
West Plains,Missouri,
U.S.A.
What part of "I followed the directions" don't you understand?
#14Author of original report
Mon, April 28, 2008
It doesn't take a rocket scientist to mix a 50:1 ratio gas mixture. In fact here in Missouri kids can do it without any help. I did read the instructions and it doesn't take a mechanic to do that either. I am just curious, do you work for Shell? You are right about the proper mixture being a critical, but if only mechanics were worthy of being able to do it, chain saw companies would be out of business. It is really ashame that you can't see the big picture and are stuck on one aspect that you have no authority to even guess at. It is unfortunate that you don't see the real problem.
Mark
West Plains,Missouri,
U.S.A.
What part of "I followed the directions" don't you understand?
#14Author of original report
Mon, April 28, 2008
It doesn't take a rocket scientist to mix a 50:1 ratio gas mixture. In fact here in Missouri kids can do it without any help. I did read the instructions and it doesn't take a mechanic to do that either. I am just curious, do you work for Shell? You are right about the proper mixture being a critical, but if only mechanics were worthy of being able to do it, chain saw companies would be out of business. It is really ashame that you can't see the big picture and are stuck on one aspect that you have no authority to even guess at. It is unfortunate that you don't see the real problem.
Mark
West Plains,Missouri,
U.S.A.
What part of "I followed the directions" don't you understand?
#14Author of original report
Mon, April 28, 2008
It doesn't take a rocket scientist to mix a 50:1 ratio gas mixture. In fact here in Missouri kids can do it without any help. I did read the instructions and it doesn't take a mechanic to do that either. I am just curious, do you work for Shell? You are right about the proper mixture being a critical, but if only mechanics were worthy of being able to do it, chain saw companies would be out of business. It is really ashame that you can't see the big picture and are stuck on one aspect that you have no authority to even guess at. It is unfortunate that you don't see the real problem.
Robert
Bowie,Maryland,
U.S.A.
Let's cut to the chase...
#14Consumer Comment
Mon, April 28, 2008
Make and model of chainsaw, including engine size, and proper mixture of gas:oil. EXACT wording on oil bottle, including specification, what it's for, and part number.
The reason mechanics hammer on procedure, is because that's what we do. Witut following the proper procedures, machinery breaks down...as you have discovered.
Mark
West Plains,Missouri,
U.S.A.
Sadly you all seem to be missing the point.
#14Author of original report
Sun, April 27, 2008
As with any trade mechanics will all argue about proper procedure. Unfortunately you all are missing the whole point of the report. I followed proper procedure in everything I did. I sent the sample of oil in the original container. The company, Shell Lubricants, does make the product, but they are claiming that since their testing came up bad, that the product in the original bottle has been changed. The oil isn't for boat motors it is an all purpose 2 cycle oil purchased at Walmart. I find it hard to believe that the only ones to have read the report are argueing about procedure and none of you seem to be bothered by the fact that big corporations are making up the rules as they go in order not to have to stand behind their product. We as consumers deserve better and your argueing about technicallities of proper oil usage is really way off base. The problem isn't the oil, but the oil company's response is the problem.
Robert
Bowie,Maryland,
U.S.A.
Again, this time with clarity
#14Consumer Comment
Sun, April 27, 2008
There are many different blends of 2 cycle oil. Some are low ash, some are high. Some are for 12:1, 16:1, 24:1, 32:1, 50:1 and 100:1, etc gasoline:oil mixes. The various oil types are further broken down into what EXACTLY the oil is designed for, and what displacement/horsepower the engine has.
But here's the short answer for you. You bought a product that specifically states it is for OUTBOARD BOAT ENGINES, and used it in a chainsaw. Outboard engines use needle bearings and are less aggrivated by lack of lubrication than other 2 cycle engines. You tried to be CHEAP, and expected GOOD resultes...something that has never happened in history.
I has a hard time finding that oil, but I found it in a Warren Oil forum. It's not made by Shell, which is why they told you it isn't their product. It's made by Warren Oil. The bottle says it can be used in other 2 cycle engines, and probably can be if you mix it heavy enough.
Mark
West Plains,Missouri,
U.S.A.
It is there fault!
#14Author of original report
Sun, April 27, 2008
I am sorry to say but you are wrong. I don't care how much experience you think you have. First of all I did read the whole label and it said right on the bottle made for chainsaws. Second, there is a built in measuring device that any dummy can follow. Third, I read my chainsaw manual before doing anything to make sure I didn't make a mistake.
John
Califon,New Jersey,
U.S.A.
Also another problem to add
#14Consumer Comment
Sun, April 27, 2008
these newer (since 2005 at least) saws run so lean, that any fuel ever left in them that varnishes, now narrows an already super-narrow passage even more, thus leaning out the saw just like turning an adjustment screw in (when you were able to way back when). There is also fuel out there that is too low an octane and is causing holes to burn in the pistons. In this day and age, it is imperative to follow the directions precisely on mixing, use a medium grade fuel, and have your saw serviced by a competent shop.
You could take the chance that the oil manufacturer will do something for you but you would have to send them the saw and a sample of your mix and they would do tests to see if you indeed used their oil and mixed it properly.
Wal Mart has absolutely NOTHJING to do with this complaint. It's only a mass merchant that you bought from.
Robert
Bowie,Maryland,
U.S.A.
Not their fault
#14Consumer Comment
Sun, April 27, 2008
First, you have to choose the correct 2 cycle oil as there are several types. If you choose the wrong type, the reult is what you experienced.
Second, you must mix them properly. Each engine has a different gas:oil mixture requirement. If you do not mix enough oil into the gas, the result is what you experienced. Mixing too much oil will result in a really smoky exhaust.
I've been using 2 cycle engines for 30 years. I always read the labels and keep the different oils with their respective tools. I've never had one come apart. I've even used regular engine oil in emergencies. The engines smoked light crazy, but they ran fine.
Either your gas was contaminated, or you did not mix properly.