what changes have to be made?

[oldslowchevy]

what has to change for you to stay a costomer of the ridgid? to be honest the only problem that i have had with ridgid is i can't seem to get the l.s.a. but that is not a big deal to me. i know some of you have had costomer service issues and some quilty control problems and some with both. what i am getting at here is what is wrong in your eyes what should be done to fix the problem what brought you to the ridgid line of tools and what is happening that is driving you away from the line.

please make your answers as full as you can please try to put some thought in to your answers as this might be what rigdid might need to perk there eyes. this is your chance, take advantage of it.

[cactusman]

I say Ridgid needs to overhaul their entire warranty process. They have way too much fine print. It is way too complicated!

I also think the lifetime warranty process must be improved. It is cumbersome to apply for. The dealers of the ridgid line have absolutely no clue how the registration process works [aka Home Depot!].

I know in some States you don't even need to mail in the warranty card. Besides, the warranty card of today is simply a marketing survey,,why do they need to know how many magazine subscriptions you have when you register a drill????

I think a simple card included with the product should be included if the lifetime warranty program applies. Or, a regular warranty card if the product has the typical 90 day to 3 year warranty.

A copy of the sales receipt, the miserable UPC code from the box as proof of purchase, and the warranty card. period! Maybe even have a UPC tag on the tool that can be removed to send in for the warranty proof of purchase. The tag could also include the serial number of the tool.

If they want registration via this site then have a simple form to print out after you fill it in so it can be mailed and included the UPC code and receipt.

The next issue is applying the warranty. I have read so many posts of warranty nightmares! Ridgid needs to standardize their service support! It's fine if they subcontract but at least provide the service centers with immediate access to replacement parts! Having a pro user wait more than say 5 days for a repair is totally unacceptable and likely will cost them future sales! The weekend warrior can wait 7-10 days but then they too may loose patience.

Perhaps have the service center coordinate loaner tools with the home Depot rental program if a pro tool will be down for more than 7 days, at a discount price or maybe even free if under a total warranty!



Cactus Man

[Bob D.]

If you want to make it simple, do what Craftsman did...if their name's on it, it's covered. PERIOD, end of story, bring it in and we'll give you a new one.


UNLESS it's a power tool :(

[Gofor]

OSC: I want a quality tool for the price.
Ridgid is pretty much a "benchmark" tool in the plumbing trade, and as long as they hold that quality, they will continue to have loyal customers.
In the 110v wood working line, the ts3650 has proven itsef to also be a top quality tool. The same with the planers/jointers, and MSUV.
However, with the bandsaw (which I have none), and the cordless tools, based on the reviews, it appears they have gone to volume over quality. Craftsman made the same mistake when Sears decided to sell easy financing instead of quality. Stanley and B&D also did the same and are known as "throw-away" tools.
As long as they stick to a quality tool for the price, they will continue to have loyal customers that buy based on brand name. IMHO, If they quit trying to compete with every type of tool out there, and just build a good quality tool for a reasonable price and expand into that tools market as they are able to compete on a basis of quality, they will do well.
Expanding into a tool market also means that consumable parts such as blades, belts, cutters, etc, or add-on things such as router bases, etc. are readily available, either from Ridgid or from a known volume manufacturer such as PC, Grizzly, etc.
An example is Poulan. They have recently introduced a weedeater with the replaceable extensions for edging, brushcuttting, etc. It states on the box that Sears and Toro extensions will work with the base tool.
I also think that breaking the sole-source link with HD would be to their benefit.
IMHO, Ridgid is behind the curve. They are still thinking in the weekly "newspaper/store sales flyer" mode for selling new tools, and we are now in the internet age, where bad experiences with a tool go worldwide at the speed of light. Good news travels at the same speed, so quality for bucks will win out now, not volume and hype. If the known "good" tools in the Ridgid line cheapen, the news will be out there as fast as the tools are.

JMHO

Go

[humbletile]

I think ridgid has some really nice tools and i like there prices. Fortunately I have not had to use the warranty yet. So I can't comment however:

I have recently bought the new 24v combo. Love the tools. However there are other tools that I need (i.e. an impact driver). For three months Ridgid has been promising one. And everytime we get to the promise date we hear about a new one. I have been putting off buying another brand waiting for this tool. And I don't know if it came out tomorrow I would buy it, just out of principle. I am going to buy another cordless tool line that is dedicated to growing the line.

This is not the only tool. I remember the confusion around the router kit. It wasn't even on the website and people had it at the store. But only certain stores had it.

The new msuv just came out again, no annoucement. A week later no sign of them at any of the three HD around me.

Ridgid miter saws don't cut true 45s. No fixes and it has been this way how long? Maybe I am wrong in this but I really don't think Dewalt/Bosch/Makita would let something like that go, at least not this long.

Ridgid is sold exclusively at Home Depot. But the tool managers know more about other brands than Ridgid. They have told me that the Ridgid/Ryobi/Milwaukee rep. rarely comes around and doesn't tell the store anything. They are exclusive to HD, how is that?

I worked at a local hardware store when I was in school. I knew the makita rep who came by often to make sure we had parts for the makita tools. We didn't sell that many tools. We sold many little parts. We had all the parts that commonly wore out on the circular saw or got lost or broken. WE had cords, brushes, switches. Makita is dedicated to take care of their customers. I really believe that is why there circular saw was to the standard for a long time.

Another example is Dewalts XRP line. I you have a 18v XRP battery you have any possible tool you could want to put a battery in and some you wouldn't. Or Makita's LXT line already has a impressive line up.

Also if Dewalt or Makita come out with a new tool and Home Depot or Lowes doesn't have it. Which is rare b/c the reps usually check to make sure it is there. But if it is not I can buy it online. I feel that one of Ridgids biggest problems is being exclusive to Home Depot.

My point here is, why am I going to be dedicated to a tool brand that is so unpredictalbe. I am not going to be dedicated to a tool company that is not dedicated to helping me get the most out of my tools. I really feel that Ridgid couldn't give a S@#$ about there customers. They are doing to be sold and every Home Depot; so they that don't have to fight for a place in the market place.

[apf]

Half of the tools / machines I've purchased in the last 6 mths. from ridgid didn't even have a warranty card with the equipment - I called Ridgid number 1-888-743-4333 and was told as long as I have the invoice I'm covered . I've bein around too long to go for that so when I send in a warranty card I sent a copy of my invoice with all the serial #'s on it for the various tools.....so , I agree there must be a better way :confused:

[LONGHAIR]

One thing I would like to see changed is the carrying case for the laminate trimmer/router. Just like every other manufacturer out there, the only way for the unit to fit back into it's molded area of the case is for it to be adjusted to it's shortest position. I have and use several different brands of lam trimmers and I like to leave them "set-up" with a specific bit and adjustment for a specific job. I also like to store them in the cases while not in use... This proves to be a challenge when they won't return to the case with the body raised. Also a second set of wing bolts for the edge follower attachement would be nice. There is only one pair for two different attachments.

The clamshell case for the full-sized Milwaukee router is the most though out kit I have seen in this area. It has good, solid, forged wrenches that store easily and the base plate holds the router up-right with a well underneath so you can leave the bit in place. There is also a place to clip the second collet. Everyone could benefit from this type of design.

[BHD]

Warranty and service, MAKE IT SIMPLE AND UP FRONT.

A very simple Warranty and Service program,

IF it SAYS LIFETIME, make it life time of the customer,
if you want a Time period, then Date stamp the tool and go by that,

If it is to be able to be replaced if it fails then let it happen at the store not the send it in service location, now if you want a clause that if over a year old make that clear,

If you need a clause for professional use, then so be it, MAKE IT CLEAR AT THE BEGINNING ON THE BOX. or a tag on the tool.

but make it simple and up front, if YOU use the term LIFE TIME, then make it EXTREMELY CLEAR ON THE BOX what LIFE TIME MEANS.

MAKE it so I can bring in the tool and have the work covered or replaced with out some form or gimmick or proof of purchase, if the tool is covered, it covered PERIOD,
NOT if I can stand on my head and spin three times around and wiggle my pinkie while doing that, and at the the same time show the UPC code off the box and the receipt and the card that came with the tool and prove that I signed it up on the net, while spinning around.
And only then you can take part in the service or warranty process, ,





ALSO Don't play games with service agreements, VS, covering the tool it self,

personal I think it is deceptive, to use the term LIFE TIME time unless it means as it means as long as you own the tool, or the tool exists.

Black and Decker at one time had a LIFE TIME warranty and it was a joke, they meant the life time of the tool with out stating what that was,

I was trying to look up some things for dewalt the other day and came to a page that said obsolete, 2 years and older, Now if it is obsolete in 2 years, how long is a LIFE TIME? (I realize this is a different company)

[psycboy]

Change the combo packs up some. I would have liked an impact drill and a sawzall together. I now have 3 18v hammer drills, 2 circular saws and a sawzall. I bought the second kit because my drill had been in for service for four months( to get a trigger replaced) and I needed a drill again and the kit was the only way I could get that style 18v Hammer drill. I bought the third kit an 18v hammer drill and sawzall to get the sawzall and the extra batteries, it was cheaper to buy the kit than a sawzall and 2 batteries.

I now have 6 batteries, 2 drills,a saw, a sawzall and 2 chargers in use.
I have a drill, a saw and a charger I am yet to use. I may could sell the excess but without batteries they aren't much use to anyone.

I am yet to find a place to take my sawzall to for repair/replacement. The body casting at the pivot for the blade release has broken after less than a year.

[ballistic bob]

2 things should be changed you should be able to apply for lifetime service agreement at the store they chould have a computer there and fill out the form online DONE. Next I made this suggestion about compressors you should be able to make your own combo some people might not want a light or what ever. There should be a price for any 3 pcs from list 1 any 3 from list 2 any 4 from list 3 and so on.

[res057]

I don't have a beef with the warrantee. My biggest irritation is not being able to see and inspect a major tool before I purchase it. If HD is the (mostly) exclusive distributor, Ridgid should demand that their tools be properly displayed. Lowes doesn't seem to have much of a problem displaying table saws, planers, drill presses and such. I've been very happy with my Ridgid power tools, but I refuse to buy a pig in a poke.

[mdm]

The HD's here still have the tool display area for the table saws, drill press, etc. The problem is that the displays are not taken care of. They are all missing parts or not assembled properly.

[JJCiesla]

RIGID needs to look at their Design Engineering and factory/manufacturing Quality Control departments. I purchased a 10” CMS a few months ago. The first straight cut I made was 2 degrees off 90. The sliding fence, when tightened down, leaned forward. These are totally unacceptable. This tells me that the factory assembly is not checked for alignment on the cut. They don’t have to cut wood. Manufacturing of any sort will or should have equipment to check final assemblies for things like alignment. A saw like this should be dead on, right out of the box. That is unless it was dropped before it was picked up by the customer. With the fence problem I did a little sanding of the casting that the fence mates to. It’s good now, but I shouldn’t have to do that as a customer. This is an Engineering problem and Quality Control should have found it. If I could fix it here why didn’t they? I’ve been using it without any problems since. It’s a fine looking tool and it works well, ----- now. I, like everyone else that puts out money for tools, read as many reviews as possible before a purchase. The professionals that review these products need to have a tool placed in their hands that functions right out of the box. If they perceive a brand as inferior or low end they won’t bother testing it. Thus we don’t see anything to base a purchase on. We go to the brands that have good reviews. The CMS I have is a very good tool but I would not recommend it to someone who doesn’t have the time or ability to disassemble and reassemble it as it should be. The guys that use these tools for a primary source of living are not going to bother with a second purchase if the first one was so troublesome. Would I buy a second CMS from RIDGID? I don’t think so. I like the one I have but I’m not willing to put in as many hours as I did to make it right. With the quality problems I ran in to some people would say. “You get what you pay for.” But if you look at the whole tool, it’s a fine product. If RIDGID added 1% to the price of the tool and put it into their Engineering and Quality Control they could be right up there with the other Name Brands.

[Frankiarmz]

If Ridgid is reading and applying any of these suggestions to the way they do business their future looks bright. There are many brands to choose from and quality control, ease of using a warranty and giving the consumer what he wants will decide the leaders in this industry. For example, I'm sure their customer support or marketing team must realize the people who use their cordless 18 volt tools have been waiting for a 3.0 or greater AH lithium ion battery but they market a 1.5 AH model and then lie about the specs! Ryobi came out with a 2.4 AH lithium kit and if Dewalt does the same with a battery that can fit current 18 volt nicad tools, Ridgid will lose a lot of business. I'd say stop sitting on the side lines Ridgid, get in the game with something to crush your competition.;)

[Disaster]

Ridgid isn't the lightest, hippest tool on the block. It isn't the most serviceable (ie, nonserviceable brushes.) But, it has gained a reputation for being a better value, fairly rugged and having a lifetime service agreement.

Unfortunately, Ridgid's slow customer service and fine print on the LSA lose customers.

Ridgid needs to work to improve its strengths and start working on it's weaknesses.

1. Continue to offer tools that are a value compared to the competition.

2. Continue the LSA, but make it less complicated to apply for, and when in doubt, honor the agreement. There shouldn't be a limited time to apply for example.

3. Back up the LSA with good service. If you can't get parts for a tool for months offer the customer a replacement. Many companies offer refurbished units to customers instead of making them wait for theirs to be repaired.

4. Keep parts and accessories on hand. Many customers are frustrated when not able to buy a replacement battery or when it takes months to get service parts.

5. Do a better job filing and tracking the LSA's. People have reported here, of their LSA's disappearing from the Ridgid website. People have sent in their agreements and never gotten their LSA (this happened to me...including not getting the free tool.)

[Frankiarmz]

Disaster, those are all helpful suggestions now how do you get the people at Ridgid to read and respond to them? Seriously, if they go to the trouble to have this forum why not monitor the comments and take action? There have been dozens of posts regarding the new 18 volt lithium ion battery and how it was misrepresented and disappointing to the Ridgid owners who were looking forward to a 3.0 or higher AH product, you would think someone from Ridgid would post some replies and open a conversation on this topic. We are telling them what we want and if they do not meet our needs another company will, it's that simple. A lsa is useless if the customers tell you it is filled with problems. While the people at Ridgid sales and marketing are asleep, Ryobi, Dewalt and I don't know who else is bringing to market better products. Come on Ridgid, get with it or lose customers!:confused:

[Josh]

Just wanted to let you know we are reading this stuff. As far as the Ah rating stuff. I never posted that rating anywhere on this forum so what can I say. Its not up on our site either. And I know that there is no campaign trying to deceive you guys into buying the 18v li ;) Its miss information from a rep who didn't know all the specs. I couldn't call anyone on it because I didn't know the specs myself. We carry thousands of skus and I don't know enough about battery rating to catch something like that. I'm the last person that will let misinformation stand on this site. This is just a matter of me never thinking twice that I needed to run out and research something someone posted.

I wish there was something I could say... I feel bad that the wrong specs got out there and passed around. This sites influence continues to grow within our walls. More and more of what is written is taken to heart here. Please know that your comments aren't being ignored. I push a lot of your input out within the company and more and more other employees are reading on their own. Its not perfect but it is read most of the time.

Josh

[Frankiarmz]

Josh, I appreciate your response and while it's good to know these posts are being read at your end it would be even better to get some specific feedback.
For example, I've written several posts regarding the importance I place on higher AH 18 volt lithium batteries and the whole issue of misinformation and lack of information. Can you give an idea of whether or not Ridgid will be marketing the higher AH battery, and why Ridgid allowed Ryobi and others to beat them to the punch? Seriously, I have these Ridgid 18 volt tools and could get better performance out of them with those better batteries. I would also be encouraged to buy more of the select max tools if the stronger batteries were available. You and the other folks at Ridgid must appreciate the competition you face and the need for quick action. Thanks for listening and I hope a wider selection of 18 volt cordless tools will be available soon. The market and consumers are waiting.;)

[Spinalzo]

Several months ago I purchased the Ridgid 18v compact lithium ion drill. I bought the drill even though I have the 18v hammer drill and the 9.6v screw gun because I thought it would fill a niche between the other two drivers, provide me with updated battery technology and put two more "light weight" 18v batteries at my disposal at a decent price. It did exactly that. In the stores that I frequent, this drill was flying out the door because of the qualities and value that it offered and there was nary a mention of Ah capacity nor was there a need to do so to facilitate the sale of this great tool. Yes, I follow some of the topics and threads on the forum and did notice that the Ah rating of the battery was being posted on the forum by its' members, but I discounted those ascertions because of the battery size, weight, and what it was designed to run - Ridgid's compact drill. Will it power other 18v products? Yes, but in my mind, it was marketed and packaged with the compact drill. Same can be said for the Makita compact - batteries CAN be used in other tools (I believe with modification to the battery), but they were designed for, and marketed with, the compact drill in mind as its' primary job function. The inclusion of two compact Ah batteries with each of these compact kits definitely provides enough power to run them all day and by dividing the weight of the batteries into two equal parts means you are hauling less weight around while completing your tasks. My thoughts tell me that the batteries do their assigned tasks admirably AND will probably even do an occaisional job in my high current draw tools - circular saw, recip saw, hand planer - up to a point and provide a steady current until they reach the point of shutting dow. Whereas, the NiCads will show some fade doing the same task. The 24v tools get good reviews because the batteries PACKAGED WITH THEM as a set effectively power the range of packaged tools. To some of the tools with the provided battery it is definitely power overkill while in others it's just fine. Just my thoughts - but the 18 volt battery sold with the compact drill is up to its' job duty and in that context presents the Ridgid company no problem.

[Frankiarmz]

Spinalzo, your post was well written and you made some valid points. I'm glad you and others like the new compact batteries, they fit your needs and also attract homeowners who might not need the heavier batteries and the growing market of women who are using these tools. I just want my needs taken care of too, when I saw this new kit at H/D and I saw the battery fit the older 18 volt nicad tools I was thrilled. Several calls to Ridgid's customer service confirmed the AH as greater than my 2.5 nicads. So you can understand my disappointment. Question remains, what will Ridgid do now that Ryobi has introduced a 2.4 AH lithium that back fits their tools? I hear Dewalt is bringing a higher AH lithium that will fit their older 18 volt nicad tools. Where does this leave guys like me who own $500.00 Ridgid tool kits that will not accept the 24 volt lithium battery? Do I wait and hope Ridgid give me that higher AH lithium, switch brands? I would like Ridgid to meet my needs and beat the competition. Of course Ridgid can make any tool or battery they want, but to forget the people who spent hundreds on their tools is not good for future sales. Should be a simple enough thing to do, I really don't want or need another set of tools just to get the batteries I want. Some of us need the higher AH's, so Ridgid please don't make us wait. :D

[Josh]

Im trying to get some answers on this. I dont know myself if we are planning a bigger battery.

Josh

[Frankiarmz]

Josh, thanks a lot for looking into this and pursuing an answer. Regardless of the results, you seem to be the kind of guy who is part of the solution and not part of the problem. Hope the people higher up the ladder have the same kind of work ethic. Thanks again.:D

[erngum]

From what I have seen, distribution, post-sale service, and availability of accessories seem to present some challenges for Ridgid. The 24v system has been out there for some time but the batteries are still, for all intents and purposes unavailable as a stand alone accessory. Frankly, I was surprised by the compact lithium drill offering. That Ridgid would release yet another lithium tool with unavailable batteries was beyond me other than a savvy grab at market share. Sub-18v Nicd batteries for older tools are available from parts direct, but what about the pro who's need for a new one came about today, and he needs it now to finish the job he started. The electrician who needs a 9.6v battery for his screwdriver today just might buy a Dewalt, or Bosch screwdriver rather than wait a week for a replacement battery to come in the mail.

I understand the relationship between Ridgid and HD. TTI agreed to make Ridgid for HD as their house brand. Ridgid builds the tools, HD sells them, but Ridgid gets all the blame for any problems such as lack of availability etc. Ridgid and HD need to streamline their relationship. If Ridgid is going to build a tool for HD, then HD needs to stock them universally. After all, HD asked Ridgid to build it for them. A common complaint on these boards is "I can't find an R****, and its not in stock at HD/on the HD site."

HD needs to step up and take Ridgid tools past the cash register and get involved with customer service beyond the sale. HD is an entirely different discussion although it is pertinent to this issue. As the number of service centers dwindles for all manufacturers, Ridgid and HD would stand to gain much market share if a Ridgid owner could take a tool into HD and seek service just as a Craftsman owner takes a broken tool to Sears. Ridgid, under TTI has only been building tools for HD for a few years and there will be growing pains. But TTI has been building certain tools for Sears for nearly twenty years so this is not new to them.

Last month I had a problem with my four year old Dell laptop (out of warranty). After helping me identify the defective part, Dell sent me a new part free of charge so long as I mailed the broken part back to Dell (prepaid by Dell). What made the greatest impact on me about the transaction was not the free part even though my Dell is out of warranty. It was the TIMELY RESOLUTION of my problem that was significant in gaining my continued following of Dell products.

As I've stated in another thread, I'm rooting for Ridgid, and for that matter for TTI. They are doing a pretty good job considering the convoluted relationship with HD. Josh reports that the folks at Ridgid are paying more attention to our comments here and I think that's outstanding. Hopefully, reviewing these boards will help Ridgid corporate to better understand we the customer, and help them to keep us.

Just my two cents,
Ern

[ProBrand]

No doubt Josh is a good one. I am sorry you got the runaround. The compact drill is a different platform designed for light weight with great performance. Accordingly, it came with the compact lithium ion battery. The larger batteries to which you allude are still on track and will be out before the end of the year.

[Frankiarmz]

ProBrand, thanks for jumping in with that promising news. I'm sure Ridgid will sell plenty of those higher AH 18 volt lithiums and many more tools to go with them. Since Lithiums seem to be the way of the future, would you have any idea if there will be a similar lithium offering for the 14.4 or 12 volt platforms? Thanks again.:D

[Evil Gopher]

I have not used the warrenty so no comment.

I think its been beated to death, but HD does not seem to give a rats arse about the Ridgid line...case in point....got off work early today sooo decided to pick up the 9.6 volt screwdriver...hit HD....tool guy thought I was makeing up a product....soo showed him the DeWalt one and said it looks like this but orange....nope dont "think" we sell them....try Lowes....sooo convicne him that HD sells them....he calls someone else over now got us 3 chimps (me and two HD employees) scratching and grunting...so I gave up....since I got a 20 mile commute and a company truck, hit 2nd HD....told that this is a special order Item...that NONE of the HD stock the item....I dont know the real answer...but just does not seem like a super special tool ....they got 5 other power screwdrivers on the shelf.

Same goes for tubeing cutters (Im in HVAC) go to HD looking for Ridgid and u got to almost move aside 10 other brands to get to them....and since HD does sell cheaper brands....I can see how someone might grab a non Ridgid brand when the good stuff is all but hidden....and unless u want to film something for silly videos dont as them the diffrence between brand X and Ridgid tubeing cutters....seen 1 guy look at them and go humm the color is diffrent but other wise the same thing.

[Frankiarmz]

I blame lack of product knowledge and general ignorance on the people who are supposed to be helping you but also their bosses. If you and I know about all these products and their different specs, then so can the store workers if they are encouraged. I also put some blame on Ridgid, where is their responsiblity in getting those tools into the stores and on display? Last year or so I remember being able to handle the different Ridgid tools, switching a battery from tool to tool and getting a feel for the product. Now there is only a picture of the tools and kits. Maybe they have bad problems with theft? A few weeks ago I asked one of the workers in Home Depot in the tool department what the Amp Hours of the 18 volt lithium battery was since it wasn't on the box, his reply was rpm's? I gave up and told him not to bother, but that's the problem we don't bother the people who should know what they are selling but don't. Like a car salesman who can't answer basic questions having to do with the vehicles he or she is selling, heck it's your line of work know your products. :mad:

[Frankiarmz]

I just received a online survey from Dewalt having to do with how well my questions were answered. I answered honestly, my questions were fully answered and in a timely manner. Why doesn't Ridgid answer questions on these forums? I don't know how all this works for them but if Josh does not have the answer then certainly someone should be able to get it for him. Then post all those answers in a "Reply" thread. I would really like to know if Ridgid will be selling a higher Amp Hour 18 volt lithium battery. Unless this is some kind of trade secret please respond, I already know Ryobi has a 2.4 AH lithium and Dewalt was nice enough to tell me their 18 volt back fit lithium is also 2.4 AH's. I'm willing to wait patiently if such a product is in the works, if not I will be buying a such a product from another brand. Thanks.:rolleyes: