Ridgid sucks

[l_bilyk]

The handle that secures the wings on my MSUV just broke. First time I used it ever. Cheap chinese junk! And customer service hung up on me.

[Bob D.]

The handle that secures the wings on my MSUV just broke. First time I used it ever. Cheap chinese junk! And customer service hung up on me.

Jeez, I wonder why? You seem to have such a nice disposition. They are people too, and they are not the ones responsible for your problem, but they are there to help solve or resolve it as best they can. Maybe if you treated them like human beings instead of insulting them (Assumption on my part based on your sunny disposition on the forum so far), they might have been able to help. I doubt there is anything in their hiring agreement that says they have to put up with abusive callers.

I understand you are (or were) upset with the MSUV when the handle broke, I had a problem with mine too (previous model, totally unrelated to yours) that took a couple tries to get straightened out, and I was very disappointed when it happened. But I waited a while before I called into CS and by then I had calmed down to where I could rationally and intelligently relay the problem and they were very helpful.

[oldslowchevy]

wow this just amazes me that 7 out of you 9 posts are so negitive, i have an idea that might work for you. either ask your question or make your commint just a tad less nasty, or kick rocks and just go with another brand that will give you this much or more trouble, and since you seem to like de worthless so much might i add just buy there tools and leave ours alone.

thank you come again

[Sylvan Tieger]

That is one thing about this company I never found. When I called the area manager he responded and when I called Tim Smith in Ohio again never a problem and when I called tech services the people where highly skilled and very professional to deal with.

When they didn't know an answer (very rare) they did call me back.

Tim gave me some really great pointers how to get the most out of my Jetters

[l_bilyk]

How do you figure 7 out of 9 posts are negative? This is the first negative post, and it's justified. I'm the victim in this situation. I'll start from the top....

I called customer service, waited on hold for half an hour and got disconnected. Second time I called back, they want the serial number. I don't have it because ridgid painted their chinese MS-UV's in this rough silver paint that stickers don't stick to. If you have one then you know what I am talking about. I wrote it down in the manual so eventually I found it. So I call back, only to have the girl tell me she can't help me and that I should call parts. Great... why didn't they tell me that at the start?

So I called parts and they wanted to charge me money, after keeping me on hold for another 20 minutes. I said it's under warranty so they told me I have to take it to a service center. He of course couldn't located locate the service center and I had to call yet another number. Are you keeping track of how much time has been wasted? At least these guys were quick to answer. So now I have to drag my MS-UV to a repair shop and leave it there for repairs.


Just a point of comparison, I accidentally broke a part on a bosch tool once. It took one phone call and they shipped the the part for free, even though I told them it was 100% my fault. Now THAT'S customer service. I'm starting to wonder what good is ridgid's warranty when you can't get service?

[l_bilyk]

Bob, mine is the previous model as well. But it's almost brand new! My old man has the old old US-made MSUV. The grey one with orange knobs. That one is great... it's like night and day compared to mine. The welds on mine look like they were done by a blind guy with epilepsy - crooked with weld splatter everywhere.

[Bob D.]

Yeah, that's what I have, the older Grey model. I don't remember if it was made here or abroad though.

Sounds like you got run around a bit, and that is very frustrating I know. If its a recent purchase and you have a workmanship issue they should be working a little harder (in my opinion) to get you fixed up.

But no matter what you issue is (or who the company is you are dealing with), most could do a lot better at handling these type of problems. They could, it just there is little return (monetarily that is) for the investment made on their part (the way the bean counters see it anyway).

[DuckButter]

I'm just happy to hear you get an english speaking American with Ridgids CS.

[chic]

Sylvan,the ridgid you talk to is the real ridgid,there great,they handle all the threading and drain machine problems.the ridgid for the wood working tools and the cordless is ryobi in south carolina.

[Ruudacguy]

All you have to do take the thing back to Home Depot. They dont need it taken apart, or the original packaging. Show them whats wrong with it, and they will give you a new one. Big deal.

[LoKo498]

All you have to do take the thing back to Home Depot. They dont need it taken apart, or the original packaging. Show them whats wrong with it, and they will give you a new one. Big deal.
How about without a receipt?

[CWSmith]

Ruudacguy (and anyone else),

You have 90 days from date of purchase to return any Ridgid tool that you are not happy with (broken or otherwise). However, they won't do anything without a receipt. If you've lost your receipt, but can identify the exact date and store at which the purchase was made, the Customer Service desk should be able to assist you in getting a new receipt from the Atlanta office.

If it's beyond 90 days, the store has no responsibility at all toward refunding, repairing, or anything else. I know there have been several posts suggesting that the store will honor a warranty or service issue; but if so, that is a rare store indeed. Normally Home Depot does not handle issues beyond the 90-day "Satisfaction" return policy offered by Ridgid.

CWS

[erngum]

I'm just happy to hear you get an english speaking American with Ridgids CS.

:D:D:D

I'm online with Dell CS right now! He even types with an accent.:) The guy nows his stuff though and he is sending me a part...

Four Years Out Of Warranty!

When dealing with CS, as a rule I use Sugar and not $h*t

Ern

[djb]

Just a point of comparison, I accidentally broke a part on a bosch tool once. It took one phone call and they shipped the the part for free, even though I told them it was 100% my fault. Now THAT'S customer service. I'm starting to wonder what good is ridgid's warranty when you can't get service?

I had a very good encounter (http://www.ridgidforum.com/forum/showthread.php?t=10954&p=71806) with Bosch customer support as well.
- djb

[djb]

When dealing with CS, as a rule I use Sugar and not $h*t

LOL! That's great. And true.
- djb

[MAS]

All you have to do take the thing back to Home Depot. They dont need it taken apart, or the original packaging. Show them whats wrong with it, and they will give you a new one. Big deal.

Thats what i had to do with mine when i bought it back in early april. got home and opened the box and looked like a forklift had shoved it into something somewhere as the frame was all tweaked. called the store and they exchanged it and opened the new one at the coustomer service desk to make sure it wasn't also damaged since it came off of the same shelf.

[roadrashray]

Ruudacguy (and anyone else),

You have 90 days from date of purchase to return any Ridgid tool that you are not happy with (broken or otherwise). However, they won't do anything without a receipt. If you've lost your receipt, but can identify the exact date and store at which the purchase was made, the Customer Service desk should be able to assist you in getting a new receipt from the Atlanta office.

If it's beyond 90 days, the store has no responsibility at all toward refunding, repairing, or anything else. I know there have been several posts suggesting that the store will honor a warranty or service issue; but if so, that is a rare store indeed. Normally Home Depot does not handle issues beyond the 90-day "Satisfaction" return policy offered by Ridgid.

CWS

Over the years I have returned several items to Home Depot that were damaged and asked for a replacement without a receipt after the ninety day period. In fact I can not remember a single instance of being turned down. I will confess that in most cases I have implied that I have had the tool for less than ninety days and can't "locate" the receipt. I have only used this procedure in asking for a tool replacement, never a refund.
I am always polite and calm and explain the problem and ask if they can help by replacing the tool. I usually go to the tool department because sometimes the problem is chronic and they are aware of a "silent recall" by the manufacturer. Often the tool dept. person will take a new tool and walk me to customer service and explain that they should swap out the new for broken old tool.
As a previous poster noted, it's important to realise that the HD people didn't make the problem item and if they are treated as you would want to be treated they will usually do alot to help.

[onlycordless]

If you paid with a credit card, you will not need a receipt. If you paid cash, HD usually gives store credit.

[Sylvan Tieger]

Sylvan,the ridgid you talk to is the real ridgid,there great,they handle all the threading and drain machine problems.the ridgid for the wood working tools and the cordless is ryobi in south carolina.

Well all I can say is since 1968 Ridgid (plumbing) and drain cleaning folks in Ohio are amazing to deal with.

Even the not so good Auto spin the rep helped me with (after asking why the hell did a plumber buy that?)

I did have it repaired twice as they didn't get it quite right the first time and Modern Supply who was supposed to be a rep said we don't fix that.

[l_bilyk]

A little update.

I went to the repair center on friday only to find the place closed. The place was supposed to be open until 5 but the guy went home early.

I had to make a second trip on monday. I showed him the problem and he said he would try to help. He said he doesn't want to do any ridgid warranty claims because they just lowered what they pay out for repairs. They also refused to pay him what they owed him under the old rate, so he was paid about 10 grand less than what he anticipated.

I'll keep you guys updated on how it goes.

[rodeojim]

I'm beginning to believe that indeed Ridgid sucks!

My wet/dry vac quit working. Flip the switch and nothing. So I called Home Depot where I got it from, and they hunted looking for a Ridgid phone number. I finally went online to get the number, called and got a lady who doesn't speak english very well. I tried to explain what the problem was, but I'm not sure she understood what I was saying. She did say that my Vac has a "lifetime" warranty. She gave me a RMA number and was supposed to e-mail me with where to send it.

5 days later, still no address. So I found out, via the website, that Ridgid is actually Emerson Tools. So I was going to send it to the Flourissant, Missouri address. I did finally find the Customer service address, took the vac to the Post Office and mailed it to them.

I get the unit back with a note saying that my Vac, which is less than a year old, is not covered under the warranty. The reason Tina (the Customer Service Senior) gave was that it was used. That some wheel was full of debris. We've never used the unit but with the filter on, and didn't use it to vac wet at all.

If using a vacuum cleaner as a vacuum cleaner voids the warranty, then what's the purpose of getting a vacuum cleaner? I have a bar, so there's no wood chips, or concrete dust or the such to deal with. And occasional cigarette butt or dust on the carpet is about it. What good is a "lifetime warranty" if actually using the tool for it's intended purpose invalidates the warranty? NO MORE RIDGID TOOLS, NO MORE HOME DEPOT either for that matter. In this case, Ridgid DOESN'T suck is the problem.

[l_bilyk]

A little update. Last thursday my part finally came in. Well guess what? It was the wrong one. I asked for the knob/handle and instead I received a washer of some sort. The guy at the repair center said, go online and find the parts diagram. Then tell me what to order. My parts diagram was nowhere to be found on the ridgid website.

On tuesday I called the ridgid customer service line, and told them that I am EXTREMELY disappointed with their service. I told her the story, she apologized and said she is going to ship out the right part to my home. Why they didn't do that right off the bat is beyond me. Basically I got the 3 week run-around for nothing.

I still like some ridgid tools, but customer service is non-existent in my area. I think the product line is very good now, and competitively priced, but the warranty doesn't stand for much.

[SiXGuN]

I feel your pain!

I dont care how competitively priced a tool is...It can be free, but if it doesnt work it still does me no good.

Im going to buy RidgidToolsSuck.com and start an anti-ridgid movement.

You would think at least one guy at Ridgid would read these forums and reply with some small tidbit of help for us who cant get Ridgid service. Im convinced they really are clueless to how bad their customer service is.

[erngum]

He said he doesn't want to do any Ridgid warranty claims because they just lowered what they pay out for repairs. They also refused to pay him what they owed him under the old rate, so he was paid about 10 grand less than what he anticipated.

This could be why Ridgid service centers are getting fewer and far between.

Ern

[Disaster]

Over the years I have returned several items to Home Depot that were damaged and asked for a replacement without a receipt after the ninety day period. In fact I can not remember a single instance of being turned down. I will confess that in most cases I have implied that I have had the tool for less than ninety days and can't "locate" the receipt. I have only used this procedure in asking for a tool replacement, never a refund.
I am always polite and calm and explain the problem and ask if they can help by replacing the tool. I usually go to the tool department because sometimes the problem is chronic and they are aware of a "silent recall" by the manufacturer. Often the tool dept. person will take a new tool and walk me to customer service and explain that they should swap out the new for broken old tool.
As a previous poster noted, it's important to realise that the HD people didn't make the problem item and if they are treated as you would want to be treated they will usually do alot to help.

I worked on an complicated outdoor wiring project that kept changing as I went along. I had to run back to HD to a bunch of times to get this fitting or that. When I got done I had piles full of fittings and adapters. I forgot about them till about 3 years later. Thought, what the heck. Gathered 'em up and brought them to HD with me...no receipt. The returns lady very nicely credited me for them. Ended up with a $200 store credit.

Another time I brought back an outdoor light bought 4 years earlier. Actually didn't plan on returning it. Dropped some stuff off at the Salvation Army and was planning on doing the same with the light but they wouldn't take anything that required installation. My next stop was HD so I figured....hmmm....wonder if they would still take this back. Expecting that they wouldn't even have it in their system anymore and it would be a bust. I had paid $85 bucks for it and got back $60 because it had gone on sale.

On another occasion the I brought back had been discounted to 1 penny. After they close out an item the return value, without receipt, is only a penny. That is understandable and completely fair in my book because they aren't going to be able to re shelf it very readily.

So, from a returns standpoint I'm pretty happy with the local HD. There are other things they do that frustrate the cr_p out of me, but returns aren't it. In fact, their very fair returns policy is one of the things that keeps me as a HD customer and has me generally choosing them over the local Lowes I pass on the way to HD.

[innovativetile]

obviously youre not a ridgid person. if u were u would know that ther is a life time service warrenty. just because the handle fell off dosent mean its a pile. ive been using ridgid tools 4, 6 years now, and the only problem ive had is the charger 4 my drill. and that is becaues the power kept getting cut off. so please give them a second chance
:)

[l_bilyk]

Good news. I finally got the part in the mail yesterday. It only took 3 weeks and 2 days to resolve my problem :rolleyes:

Now if I did finish work for a living I would have been pretty darn pissed off.

[bob bridgewater]

What I have to say from another post.
http://www.ridgidforum.com/forum/showthread.php?t=5846&page=6

[SiXGuN]

obviously youre not a ridgid person. if u were u would know that ther is a life time service warrenty. just because the handle fell off dosent mean its a pile. ive been using ridgid tools 4, 6 years now, and the only problem ive had is the charger 4 my drill. and that is becaues the power kept getting cut off. so please give them a second chance
:)

A "Life Time Service Warranty" is useless if there isnt a Service Center in your city. Such as here in Phoenix AZ.

[plumberscrack]

A "Life Time Service Warranty" is useless if there isnt a Service Center in your city. Such as here in Phoenix AZ.

SixGun you have 12 posts on this forum to date and ALL 12 have been to bad mouth Ridgid Customer Service.

It's time you built a bridge and got over it already.

[Woussko]

I'm starting to wonder if SixGun is or is related to Sylvin.:mad:

[doubtingtom]

After my own Ridgid issues, I tried to register my new Bosch Jigsaw online ... the form did not transmit yesterday or today ... the URL is not working. I called Bosch and they said to try in a few days .... only my 'worthless' time to recomplete the long form each time, right ??? Then I called Customer Service to get clarification on their $20 Oct 2007 Rebate ..... she told me to contact the online dealer where the form was made available .... after 10 deep breaths I told her that the rebate form had Bosch logos all over it and had nothing to do with the dealer. I wanted clarification that I could buy the 'bare tool' only and receive the rebate. There is absolutely no hint of anything saying otherwise on the form. She checked and told me that the bare tool was probably not included. I asked for Bosch Tool Corporate phone number and pushed the Customer Service choice .... got back to the same 'outsource' people. Called back (long distance) again and dialed for the Operator. I asked for Corporate Marketing and got a lady's voicemail. She was on vacation and provided another lady's extension. I called again and got that lady's voicemail. I called again (long distance) and the Operator extension just plays music. I called two more times and the Operator never picked up .... just 'on-hold' music. That is Bosch Power Tool Headquarters 'professionalism' ??????

I KNOW ..... the Litheon tools are probably fine ..... BUT GUESS WHAT ??? ... I'm NOT buying them with that pathetic experience trying to reach a human being at Bosch with a functioning brain !!! Maybe the Ridgid situation needs to be revisited in a more positive light ???? .... I can't say, but I can at least talk to people there !!!!!

Go Ridgid !!

Tom B :(

[Disaster]

I've read bad things about getting a hold of Bosch too.

However, some of their tools are, arguably, best in class and they have a very good durability history. They were the first (and possibly only) company that I recall actually advertising that their cordless tools could withstand a fall from a ladder. In comparison I've read of Hitachi drills snapping at the handle when dropped from waist height.

[l_bilyk]

Really? I had bosch bend over backwards for me. Seems like that's the general consensus on woodnet forums.

The 5-foot drop is all marketing though. One rep told me about the time the drill actually broke after the drop and made them look stupid. Freak accident, but most tools are probably ok for a 5 foot drop. Still, the tools are very well built for the most part. I have been very happy with every bosch tool I own, and I have quite a few.

[Disaster]

Really? I had bosch bend over backwards for me. Seems like that's the general consensus on woodnet forums.

The 5-foot drop is all marketing though. One rep told me about the time the drill actually broke after the drop and made them look stupid. Freak accident, but most tools are probably ok for a 5 foot drop. Still, the tools are very well built for the most part. I have been very happy with every bosch tool I own, and I have quite a few.

That is funny. Reminds me of the movie, Napolean Dynamite, where the kid trys to show how tough a tupperware bowl is by driving over it. It shatters and he just keeps driving...right off...

I've gotta admit my first tool "crush" was for Bosch. That got me hooked and I bought quite a few more. I never had one die on me...but I did finally realize that Bosch doesn't automatically make the best of everything.

[l_bilyk]

That not too far from the truth... they make a few tools that are not that good, the finecut saw for example. Other than than that, they would probably place in the top 3 with everything they make. The SCMS mounted
to the MS-UV that this thread is about is actually a bosch.

[papadan]

[quote=l_bilyk;99027]Really? I had bosch bend over backwards for me. Seems like that's the general consensus on woodnet forums.

quote] WellHell, 90% of Woodnet are experts that bash Ridgid. Now I know this whole thread can be laughed off as a joke!

[Disaster]

Bosch is now advertising a "Fix it in 5 days or it's free" policy. That is refreshing to see. That would suggest you could expect fast warranty work as well. Ridgid should take a cue from them and adopt a policy like this. It WILL build a loyal following.

http://toolmonger.com/wp-content/uploads/2007/10/rapid_repair1.jpg

Read about it here, a great website to see new tools.

http://www.toolmonger.com/

[papadan]

5 days or less is for paying repair customers. That also means that free warrenty repairs must wait for the paid jobs to get done first. Plain old economics!!!!!

[Josh]

always important to read the fine print. Unfortunately it would be a hard promise to make when you go outside of a factory service model. A lot of the problems occur on a site to site basis. Some get the best service they have ever had and some have a horrible experience. The challenge is fixing the horribles. :rolleyes:

[Disaster]

5 days or less is for paying repair customers. That also means that free warranty repairs must wait for the paid jobs to get done first. Plain old economics!!!!!

Thought about that. Wouldn't it s_ck if that were the case? If Bosch didn't think this through, and it leads to that, they will have a serious public relations problem on their hands. Lets hope they thought of that and have a contingency so it doesn't happen.

[tjw]

I have had a couple of simple questions resolved by Customer Service with no problem and swiftly, but, and this is not exclusive to Ridgid, online customer service for companies can most definitely be hit or miss. The ability to convey a non-combative attitude and not turn it into an adversarial situation most definitely serves you well. Today many products are manufactured by a only few companies. Those companies employ call centers to handle c.serv. warranty questions and repair. My experience with customer service online is 50/50 at best. When there is a problem that seems not to remedy itself, send a certified letter. Letters are taken in a totally different perspective. Sending a letter while more involved, has always yielded a proper resolution for me.

As an observation, regarding service centers , I had two batteries replaced under the 3 year warranty. I had to call to see if they ever came in, it was close to a month and they had in fact arrived, but, no one called me. That was OK, as I had other drills to use and the service center people were very pleasant to work with; but, they probably should have called me in following proper protocol. Also, while I do a lot of things around my home I do not use these tools for a living, so perhaps they should have a better system in place for notifying customers that warranty parts are in.

[bob bridgewater]

Some of you guys are bigger goof ball's than I thought!~!!
I am so tired of wasting my time, reading on RIDGID SUCKS.
This is what time it is!!!!!
There are to many nothinghings out here that think they know it at all about RIDGID tools.
I bet half of you that ride RIDGID are folks that dont even use hand and power tools every working day.
And the other half are stuck on Bosch or DeWalt.

Well my last "laff" is on all the bashers. My RIDGID cordless kit was fixed for me, at almost 3 years. It had some very good workout's in the time. I was honored in the RIDGID Center I went to. Three brand new batteries, and a fixed drill.

I really wish your ignorance would not put you in a place to judge a man that uses all kinds cordless and power tools every working day