Stihl Shop

They just might be the nicest people in Ferntree Gully.
I needed a new cord for my strimmer. They helped me to choose it and then put it on for me.
I noted that the battery was VERY stiff to get in and out - next thing I know the engineers out the back were working on it.
They fixed it (I did not even know it was broken) and now the battery "pops out" just like it's supposed to.
Sounds trivial but I have been fighting that battery for a long time.
So THANK YOU to the Stihl team for being nice, patient and very helpful.

Helpful salesman, not pushy and explained my option when purchasing a new mower - thank you

Friendly and great guys to deal with. Have bought quite a few products from them recently and they have always looked after me. Highly recommended them

A big thank you to Marlene, Joe and staff at the Stihl Shop Ferntree Gully.
My MS220 Cordless chainsaw which was a gift purchased from another dealer has leaked bar oil from day 1.
The saw was losing a tank of oil every 4-6 weeks.
I took it back to the original dealer who said there was nothing wrong with it and they put the cause as the oil cap not sealing because it was dirty with sawdust.
Frustrated with them and the saw I eventually took it to Ferntree Gully and they quickly found that the breather was faulty and they replaced it without a fuss.
When I picked up the saw the motor stopped working due to a faulty batch of motors and despite being out of warranty this was also replaced.
Knowledgeable staff and great service!
Thank You

Been buying various things from these guys for about 15 years including getting advice for free. They are always helpful, friendly and very knowledgeable. Great team.

Very help and knowledgeable staff. Made purchasing the equipment I needed a no brainer! Absolutely recommend.

The service here is great as well the work that they do. I take an old Honda lawnmower for a service and when I get it back after a service it operates like new. Cannot recommend more and very friendly staff

Took my Yardman ride on mower to Ricky Joe and the team for a service and a drive belt replacement. Received a call from the mechanic to say the PTO clutch was not good and would fail. Later the next day Joe rang to say the transmission was failing and we discussed the options. They refurbished the machine to almost brand new for a extremely reasonable cost and I can't thank them enough for all their help and advice.

I purchased a Stihl MS 251C-BE chainsaw from this shop on 26 Feb 22. Within a month of very mild weekly usage it completely burnt out and failed. After many months of deferral of explanation and response, Stihl completely denied any warranty claim. Incredibly rude process. I've never known customer support to speak over the top of customers and shut them down. The Stihl brand means nothing to me now. Feel completely ripped off. There is no product or customer commitment in my experience. When I see Stihl advertised on the football I have to change the channel. Save your money. Get a chainsaw from Bunnings for half the price and better advice. I've no choice now but to present my claim to Consumer Affairs Vic:

1. Date of Purchase: 26 Feb 22
2. Place of Purchase: Stihl Shop Ferntree Gully (FTG)
3. Date of Product Complaint: 2 Apr22
4. Due Date for Service Ticket Response: as per Stihl: 11 Apr 22
5.6 May 22: Email Request for Response to Stihl Shop, following many phone calls.
6.9 May 22: Email Response, Stihl FTG “left many phone calls and emails, Stihl says low on staff, no one to respond”.
7.9 May 22: Purchaser request for Stihl service direct number
8. Incorrect phone number provided.
9. Purchaser makes inquiries, direct on Stihl.
10.16 Jun 22: Finally, after many calls, reach someone called ‘ Jane’ in Customer Support, but also told she was in the warehouse? Sounds like no one available to talk to customers.a. Quoted the service ticket number provided by Stihl FTG
b. Completely unhelpful responses
c. Told that this number means nothing to them.d. Told to ". Provide the Engine Checklist and tests you have performed. " I don't have this information.
11. Requested details from Stihl FTG
12. Jun 17: They say they send the details on 6 Apr 22
13. Jul 1: Purchaser rings back Stihl, connected to an operator identified as ‘Foraya’
a. I’ve never been so verbally abused by someone supposedly trained in ‘Customer Support’
b. No explanation for 3 months of denial and deferral of product warranty
c. Yells, shrieks and speaks over the top of me. Refuses to listen.
14. Jul 1: Request Stihl FTG ring this Foraya and find out what is going on.
15. Jul 4: Stihl FTG says they have contacted Foraya at Stihl, told that someone will ring them back. No further responses.
16. Some time later I’m told no warranty for defect as I must have ‘misused the product’. I used it for a month without fault. I have video’s of me using the chainsaw during that time. Please tell me what I’ve done incorrectly? Not interested. The chainsaw failed and smoked up halfway through a cut. Photo’s available. Not interested. Clearly there is a defect in the brake mechanism that caused the burnout and smoke. Not interested. Only interest in blaming me for their product failure. Dangerous product in my experience. Dangerous and violent customer support process. No respect for customers or their product experience. Save your money. Go to Bunnings. Who wants to pay for a company to be rude to them?

I have been going to this store for more than 10 years, and bought all my garden equipment from them, I have always had great professional service. And owner Joe and his team have always gone out of there way to help weather they stocked what I needed or not.after reading some of the negative review it comes down to you can never please everyone, and you never will. And going from my 35 years in the service industry, it’s the customers that you bend over backwards for that are the worst to deal with. Keep up the good work Joe and team

Local mower shop with best quality tools and services on offer, if you want the best chainsaw or the best mechanic to service your mower, this is the place.

Joe and the Team offer very competitive prices combined with a great service. Been supporting them as much as possible since the beginning of my business and others should do the same!

Got an awesome deal on a KombiMotor set, no questions asked. When I visited it was very busy, so all service staff were preoccupied but otherwise very helpful, even if there was a wait.
Well stocked, good range of products available to take home.

This pressure washer has an intermittent fault from new. Works fine some days but does not provide reliable performance from pump. Seller has not fixed fault after purchaser requested warranty claim.

Guys are working on my 20 year old ride on. Would not trust anyone else. They also fixed my push mower and snipper. They run like rockets

Brushcutters/linetrimmers, I tried almost all of them.
I have also spent hours trying to get the them started or hours waiting for the battery to recharge. Ive had line trimmer reels that became hopelessly tangled or machines that vibrated until I was ringing like a cartoon character on the wrong side of a falling piano.
And then I found the Stihl FS94C (cue the heavenly choir) this relatively light, double handle, full harness machine is a dream, perfect for our large often overgrown garden. Pressed the primer 3 times, set the choke, pulled the cord AND IT STARTED. This machine enables you to dial the throttle up and down and that means taking it easy near those things growing you want to keep while removing that which you dont. Wind up the dial and give the heavy growth a damn good thrashing or is it threshing. Any way it costs a bit more than some of the other brands but it is so worth it. And as for Stihl FTG, excellent friendly and knowledgeable service.

I don’t find them very helpful at all, if they don’t stock what you need that’s the end of the conversation, they don’t go out of their way to help. It’s too late for you to help me, and, this not the first time it’s happened to me at your store. I found another store that were extremely helpful and they took the time to hunt around for what I needed.

Great help again from the team at Stihl FTG. Excellent advice given choosing the the most suitable tools from their great range. 10/10

Took our not quite three year old Masport Ride on down for a transaxle replacement (with 111 hours use). Very disappointing. Monbulk was where it was purchased and they wanted nothing to do with helping us out. My husband rang Masport and they recommended Ferntree Gully Stihl. They had the part in in less than week. The staff were very friendly and helpful. Certainly won’t be going back to Monbulk again.

A great experience shopping at this Store. The person serving was so helpful and extremely nice to deal with as nothing was a trouble to him. I think he may have been the Manager as he sure knows about Customer service. The Store was well stocked and a pleasure to shop in. I experienced proper Old time Customer Service.
Congratulations as I will return again without doubt.