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On August 11, 2012 I placed order # 114997 with Norwall PowerSystems for a Generac 17kw residential generator and transfer switch. I paid them $3620,12 for the unit. The serial number on this unit is#7046623. I received the unit from UPS Freight on August 22, 2012. I had a slab poured and a propane tank installed and then had the generator installed on September 21, 2012. The unit started and stopped and could not be restarted to test it. Mr Seth Wilson (Suke Enterprises) is a licensed Generac technician. His report was that the magneto had fragmented sending debris all over the inside of the casing. He suggested that I needed to call the `resolutions' department at Generac and see what they would do. On 10/8/12, I talked to Angi Miller, a `resolution specialist' and she referred the claim to a (?technical disputes person) who was to evaluate the report from Mr Wilson. I requested that they send me a new unit. Ms Miller, called and emailed me back that the warranty only guaranteed that they would fix the unit, and that they would send the parts to Mr Wilson who would then come and fix the unit. Although I did not want a repaired broken unit and wanted the new unit I had payed for, she said that I had no other option. I met Mr. Wilson at the site on 10/25/12 @ 10am. He worked until 5pm. He disassembled the entire unit (see photos) in order to replace the flywheel and the ignition coils on my brand new never used Generac 17KW unit. The disassembled unit is now a bunch of parts in a pile. Mr. Wilson finally determined that the crankshaft was bent and he would be unable to fix the unit. There was no reason to reassemble the unit so he left it in over 50 pieces. On 10/26/12, Mr. Wilson left me a message that he reported the problems to Generac and that I needed to call the resolutions department. As I write this I have been waiting on the phone for someone in the `resolutions' department for 25min and 14 sec. Finally, a man named `David' came on the phone and told me that he was actually in `customer service' that he would have to have someone in resolutions call me back. This was even though the automated extension indicated that I would be connected to someone in `resolutions'. Furthermore, he told me that he could not reference the `case #' because that was in a different department. So, in reality, I waited the 30minutes so that they could have someone call me back. It is now Tuesday and I have not received a phone call, email, or any form of communication. Guess what else??? My power is off at the site do to the storm. I should have power from my new generator but I do not. Thank you Generac