canucksartech
04-30-2008, 03:05 PM
Hey all. I've got a bad service issue here. Josh, ProBrand - I think Ridgid needs to step up and intervene a bit here. Here's a little bit of a timeline so far:
Wed., April 2nd, 2008 - dropped off 2 of my Ridgid cordless drills for service (Ridgid 18 volt compact lithium ion drill, R86006; and my Ridgid 24 volt XLI lithium ion hammer drill/driver, R851150, from the R931 24 volt 3-piece kit). Tools dropped off to A.C. Jenkins Electric Repair Limited, in London, Ontario, Canada - they are one of the authorized service centers for my area. Both of these drills have developed a noticable wobble - it apparently is not in the chuck itself with these drills, but instead, both apparently have a loose/misaligned main shaft coming out of the gearbox. When dropping off these tools, informed by tool repair clerk that he knew what the problem was, should have the parts within a week, figured my tools would be back to me within 1 to 2 weeks max.
Didn't hear anything for 3 weeks. Called back to A.C. Jenkins on Friday morning, April 25th (approx. 10am). Spoke w/ female receptionist/clerk. She took my phone number, looked up my repair ticket, stated that they did not yet have parts. I explained to her that I was told 2 weeks, over 4 weeks at this point. She said she would call the factory/Ridgid, to find out what the delay was, would give me a call back within a few hours.
Didn't hear back, called late Friday afternoon, approx. 3pm, April 25th. Spoke with same female clerk. Said she didn't hear yet, would call factory directly right now, had me wait on hold for a few minutes. She then came back to me, explained parts are on their way, should be on their shipment receiving Tuesday morning, my drills would then be repaired, hopefully ready for me to pick up on Wednesday at some point. If I didn't hear by Wednesday at noon, she told me to call back to see what the status was, that they wouldn't be calling me. (NOTE: This is also the same clerk that I placed an order with for a replacement toolcase for a Ridgid nailer, since I had broke mine. Order was placed with her back at the end of February, was told should be in within 2 to 4 weeks, didn't hear anything, no one contacted me, but case was sitting there when I dropped off drills on April 2nd. Bad customer service with this shop, it appears - no business sense.)
Haven't heard back. Just called A.C. Jenkins again (2:30pm, Wed., April 30). Spoke w/ Scott, who stated that he was the owner of the store. Explained to me that drills weren't fixed, still waiting on parts to arrive. Told me that parts request is in with factory/distributor, but they haven't yet been given an estimated delivery date. (At this point, I was getting frustrated, due to conflict of stories being told to me by his other staff, and by earlier ordering issue). I explained to Scott my frustrations, to which he explained to me the following things:
We repair 5:1 Ridgid drills versus anything else.
Sorry, but we can't fix your drill if Ridgid doesn't send us the parts.
[I asked if I could pick up drill until parts arrive, told:] No - your drill is presently tore appart, and Ridgid won't pay for us to open it, close it, and redo repair once parts arrive [which I think is pretty curious, since I'm damn sure that the LLSA does not limit the amount of repair/service visits for a tool].
[I then said fine, no final repair, I just want to pick up my drills (I would then take drills to another service location, due to issue with this store it appears). Told the following:] Sorry, but you can ONLY HAVE YOUR DRILL BACK IF YOU PAY FOR IT. [I told him no, that's what Ridgid's LLSA is for, I don't pay for service. He stated no, they'd only get paid with final repair, and the only way I can get my drills back now is to pay them. He then said the following additional comments:]
You can feel free to call Ridgid if you don't like this - it's their fault, not ours.
You should have bought a better quality tool if you wanted better.
I sort of cringed at this last point. I explained to him that I would hate to hear Ridgid's reaction to know how one of their service centers is presenting the company to customer's. I also said to him that I doubt Ridgid would condone them "holding my drills hostage", and that I could only get my drills back either if I paid for the service so far, or if/when Ridgid sent them the parts to complete the repair (which he says they have other Ridgid tools sitting there from 8 to 9 months ago). I'll admit, I sort of went off on him after all this, since it is preposterous to me for them to say they are refusing to give me back my tool if they can't fix it as promised. But I think I'm sort of stuck in a catch 22 here. (I was also considering purchasing a few major items from them that I saw they had for sale - lawnmower, bandsaw, mitresaw, and a few other things totalling about $2000 - sure as hell not buying from this business now).
Josh, Wyatt, Tom, and/or other Ridgid personel - what the heck is going on with this service center? What can be done at this point? I've now got a couple of thousand dollars of Ridgid gear, and still going. If the service centers (at least this one) and/or Ridgid are not going to stand behind the LLSA, and within reasonable timelines, then future purchases are definitely going to have to be reconsidered, due to the LLSA being a major deciding factor in the purchases. Please let me know how we can get this sorted out, and sooner rather than later. My tools are unfairly being held hostage at this point. Thanks.
Wed., April 2nd, 2008 - dropped off 2 of my Ridgid cordless drills for service (Ridgid 18 volt compact lithium ion drill, R86006; and my Ridgid 24 volt XLI lithium ion hammer drill/driver, R851150, from the R931 24 volt 3-piece kit). Tools dropped off to A.C. Jenkins Electric Repair Limited, in London, Ontario, Canada - they are one of the authorized service centers for my area. Both of these drills have developed a noticable wobble - it apparently is not in the chuck itself with these drills, but instead, both apparently have a loose/misaligned main shaft coming out of the gearbox. When dropping off these tools, informed by tool repair clerk that he knew what the problem was, should have the parts within a week, figured my tools would be back to me within 1 to 2 weeks max.
Didn't hear anything for 3 weeks. Called back to A.C. Jenkins on Friday morning, April 25th (approx. 10am). Spoke w/ female receptionist/clerk. She took my phone number, looked up my repair ticket, stated that they did not yet have parts. I explained to her that I was told 2 weeks, over 4 weeks at this point. She said she would call the factory/Ridgid, to find out what the delay was, would give me a call back within a few hours.
Didn't hear back, called late Friday afternoon, approx. 3pm, April 25th. Spoke with same female clerk. Said she didn't hear yet, would call factory directly right now, had me wait on hold for a few minutes. She then came back to me, explained parts are on their way, should be on their shipment receiving Tuesday morning, my drills would then be repaired, hopefully ready for me to pick up on Wednesday at some point. If I didn't hear by Wednesday at noon, she told me to call back to see what the status was, that they wouldn't be calling me. (NOTE: This is also the same clerk that I placed an order with for a replacement toolcase for a Ridgid nailer, since I had broke mine. Order was placed with her back at the end of February, was told should be in within 2 to 4 weeks, didn't hear anything, no one contacted me, but case was sitting there when I dropped off drills on April 2nd. Bad customer service with this shop, it appears - no business sense.)
Haven't heard back. Just called A.C. Jenkins again (2:30pm, Wed., April 30). Spoke w/ Scott, who stated that he was the owner of the store. Explained to me that drills weren't fixed, still waiting on parts to arrive. Told me that parts request is in with factory/distributor, but they haven't yet been given an estimated delivery date. (At this point, I was getting frustrated, due to conflict of stories being told to me by his other staff, and by earlier ordering issue). I explained to Scott my frustrations, to which he explained to me the following things:
We repair 5:1 Ridgid drills versus anything else.
Sorry, but we can't fix your drill if Ridgid doesn't send us the parts.
[I asked if I could pick up drill until parts arrive, told:] No - your drill is presently tore appart, and Ridgid won't pay for us to open it, close it, and redo repair once parts arrive [which I think is pretty curious, since I'm damn sure that the LLSA does not limit the amount of repair/service visits for a tool].
[I then said fine, no final repair, I just want to pick up my drills (I would then take drills to another service location, due to issue with this store it appears). Told the following:] Sorry, but you can ONLY HAVE YOUR DRILL BACK IF YOU PAY FOR IT. [I told him no, that's what Ridgid's LLSA is for, I don't pay for service. He stated no, they'd only get paid with final repair, and the only way I can get my drills back now is to pay them. He then said the following additional comments:]
You can feel free to call Ridgid if you don't like this - it's their fault, not ours.
You should have bought a better quality tool if you wanted better.
I sort of cringed at this last point. I explained to him that I would hate to hear Ridgid's reaction to know how one of their service centers is presenting the company to customer's. I also said to him that I doubt Ridgid would condone them "holding my drills hostage", and that I could only get my drills back either if I paid for the service so far, or if/when Ridgid sent them the parts to complete the repair (which he says they have other Ridgid tools sitting there from 8 to 9 months ago). I'll admit, I sort of went off on him after all this, since it is preposterous to me for them to say they are refusing to give me back my tool if they can't fix it as promised. But I think I'm sort of stuck in a catch 22 here. (I was also considering purchasing a few major items from them that I saw they had for sale - lawnmower, bandsaw, mitresaw, and a few other things totalling about $2000 - sure as hell not buying from this business now).
Josh, Wyatt, Tom, and/or other Ridgid personel - what the heck is going on with this service center? What can be done at this point? I've now got a couple of thousand dollars of Ridgid gear, and still going. If the service centers (at least this one) and/or Ridgid are not going to stand behind the LLSA, and within reasonable timelines, then future purchases are definitely going to have to be reconsidered, due to the LLSA being a major deciding factor in the purchases. Please let me know how we can get this sorted out, and sooner rather than later. My tools are unfairly being held hostage at this point. Thanks.