K-60 warranty saga

[wookie]

As posted previously my brand new k-60 failed me on its maiden drain caper. The reason for this post is NOT to embarrass anyone but to hopefully fix the system. I will be doing business in the future with all parties so don't want to burn bridges. Anyway a week ago took my broken k-60 to JM Mckinney in Anaheim first question was what is it? I know its not common around here so it was kinda funny:D Next question where did you buy it? Internet, well we can't touch it, it will void the warranty, we'll send it to Ridgid:confused: I suggest a call to Jeff ( i believe is the owner ) I listen to my end of the counter guys call and yes it will have to go to ridgid for repair:confused: So thanks but no thanks. Call Ridgid tell them story and they give me two other names, Westside and We Do Equipment. Call westside they send them out to Mckinney:rolleyes: We Do Equip works on them onsite:D take it out to them and found out today it needs a new motor so it will be ordered tommorrow, I'm going to pop for next day air to move things along. Also took my k-39 to Mckinney they replaced the switch while I waited under warranty:D... I purchased the k-39 from Mckinney .

Maybe Ridgid doesn't compensate well enough to make it worth a shops trouble to deal with warranty issues?

I did try to buy my k-60, seesnake and scout through mckinney but I saved @ $1200.00 going through Toolup.com

Will I deal with Mckinney in the future absolutely Yes, the guys there are cool just wish issues of warranty can be smoothed out.

So hopefully by the end of the week I'll have my k-60 back so I can see what all the hype is about it.

wookie

[ToUtahNow]

Someone can correct me but I believe Jeff started out working for Ridgid. I recall him 20-years ago or more as a Ridgid Rep. I am not sure why they would care where you bought your K-60 though. I bought my ToolCase monitor from Toolup.com and JM McKinney handled the warranty issue for me.

Mark

[PLUMBER RICK]

sounds like a little run around.

the tool is under warranty. mckinney is a factory authorized warranty repair shop. they get paid from ridgid to repair the item, i think:confused:

did ridgid c/s shed any light?

what's wrong with the motor?

hope it gets up and runnig so you can get some roots in it.

rick.

[wookie]

I agree Mark, place of purchase shouldn't matter. Curious thing the two people I spoke with at rigid didn't suggest a call by rigid to mckinney to clear up the matter just refered me to other shops. Rigid doesn't seem to have it together.

wookie

[wookie]

They didn't say what the problem was Rick just that it needed to be replaced.

Rick is this why you have duplicate Rigid machines:eek::D

wookie

[PLUMBER RICK]

They didn't say what the problem was Rick just that it needed to be replaced.

Rick is this why you have duplicate Rigid machines:eek::D

wookie

that's what i tell joey;):D

actually it's nice to have a duplicate on certain machines as there is no duplicating what it can do. like a propress. or pipe freezer.

when your livelihood depends on tools, you better have all you need to get it done;)

rick.

[wookie]

that's what i tell joey;):D

actually it's nice to have a duplicate on certain machines as there is no duplicating what it can do. like a propress. or pipe freezer.

when your livelihood depends on tools, you better have all you need to get it done;)

rick.


:bow-down:

wookie

[DUNBAR PLUMBING]

4969

[MrsSeatDown]

Rick is this why you have duplicate Rigid machines:eek::D

wookie

Rick buys everything in multiples. As our friend Steve always says, Rick is good for the economy:D

[JM McKinney Company]

Wookie, this is Jeff Einbund, the owner of the JM McKinney Company. I am very dissapointed to not only hear about your dilema, but also to read about it here on this forum.

We are celebrating our 60th anniversary this year and our company was founded on "Customer Service". We pride ourselves on providing the best customer service on each and every product we service "REGARDLESS" of where it was purchased.

Not to make light of this issue, but we did have an employee problem at this particular location, and have since resolved the problem.

Unfortunately, this matter was not handled in the manner I would have liked to have seen it handled. The proper way to handle this would have been to order in a motor, replace it and send the defective one into RIDGID for inspection. This way, you the customer is back up and running and happy with not only the product purchased, but also the service experience we provided.

Once again, I regret that this situation was handled this way. If there is ever anything I can do to make your experience (or anyone else on this forum) with the JM Mckinney Company a positive one, I can be reached at (800) 821-7275.

I am sorry for any inconvience this might have caused you and look forward to serving you again soon in the future.

Sincerely, Jeff Einbund (JM McKinney Company)

[MrsSeatDown]

See Wookie, we told you to talk to Jeff;)

[JCsPlumbing]

Alright, I'm calling baloney on everything but the Forum. Without the Forum, wookie would have gotten even less help and the runaround.

Just like MOST warranties now.

Jeff should be given recognition as a businessman trying to correct problems that arise sometimes.

But I have to question if someone called him and told him to post a reply on the Forum? Seems to take something away if that's the case.

Either way, hope everything works out for you wookie.

J.C.

(I know this won't be a popular opinion)

[Gene Bickford]

Wookie, this is Jeff Einbund, the owner of the JM McKinney Company. I am very dissapointed to not only hear about your dilema, but also to read about it here on this forum.

We are celebrating our 60th anniversary this year and our company was founded on "Customer Service". We pride ourselves on providing the best customer service on each and every product we service "REGARDLESS" of where it was purchased.

Not to make light of this issue, but we did have an employee problem at this particular location, and have since resolved the problem.

Unfortunately, this matter was not handled in the manner I would have liked to have seen it handled. The proper way to handle this would have been to order in a motor, replace it and send the defective one into RIDGID for inspection. This way, you the customer is back up and running and happy with not only the product purchased, but also the service experience we provided.

Once again, I regret that this situation was handled this way. If there is ever anything I can do to make your experience (or anyone else on this forum) with the JM Mckinney Company a positive one, I can be reached at (800) 821-7275.

I am sorry for any inconvience this might have caused you and look forward to serving you again soon in the future.

Sincerely, Jeff Einbund (JM McKinney Company)

WHAT?
Company makes mistake. Companys owner comes on a public forum and admits it, takes steps to correct/prevent it and even apoligies for the mix up???
I'm impressed!!!!
Wish I could get that here in Maine, Hint hint Jeff;).
:clapping::bravo:

[tinmack]

Alright, I'm calling baloney on everything but the Forum.


In some parts of North America right now, lobster is cheaper than baloney or ground beef per pound............

So maybe someone should call LOBSTER on everything but the forum.

Heh.:smile2:

[JCsPlumbing]

Good one. Alright then, I"M CALLING LOBSTER!

Customer has an expensive, warranted, almost new tool give problems immediately.

Takes it to service center. Denied because it was purchased off the net.

Tells the counterperson to call the owner. He does. (ASSUMING THIS. DID HE REALLY CALL JEFF?) Denied again.

Calls Ridgid. Given two places to carry it in. Calls one place-they say they send them out to THE FIRST PLACE.

Goes to the second place and it needs a new motor. Probably almost never happens but it did.

Then the customer has to "pop for next day air" to repair an expensive, warranted, almost new tool.

Maybe I expect some people or companies to do what I would.

If I install your water heater and it fails under warranty, AND the supplier won't back it, AND the manufacturer won't back it.

I BACK IT THAT DAY. FOR NO COST WITH AN APOLOGY.

Maybe I'm wrong. :rolleyes:

J.C.

[ToUtahNow]

I have to say I have dealt with JM McKinney from long before Jeff was even an employee there let alone the owner. I have never had one bad experience with them.

Mark

[JCsPlumbing]

I think wookie ought to get his shipping back.

J.C.

[wookie]

Wow,

Come in here draggin my b*tt after working all day in a crawl space, renergized with the comments! Got a call from We Do Equip. motor in stock should be here tommorrow. Sure could have used the k-60 today.

Jeff, thanks for the public response. We will be doing business in the future, your company has been spoken of highly, I"m sure my recent experience was a fluke. I've delt with the Anaheim facility a few times and has been positive. This k-60 fiasco just really pushed some buttons.

Looks like this incident will have positive outcome, Fanfriggintastic!

Thanks for the forum Rigid. Now get to work on those k-60 motors:D

wookie

[DUNBAR PLUMBING]

I had a feeling when this thread showed up that earth, wind and fire would be used to move mountains to make sure this problem was resolved quickly.


If only it was like this (starts crying) if only (tears drop on keyboard) wait.. (grabs hankey) sniff..(snots on keyboard) I....I gotta go. I can't handle it anymore. (blows nose sounding like trumpet)



Sounds of grown man crying while leaving thread (slams thread door)
:nyaa-nyaa4:

[PLUMBER RICK]

dunbar, it should have never happened in the first place.

jeff found out about it and made it right.

it's not because it's a k-60:rolleyes: it's because it was handled wrong in the first place and jeff fixed the problem and admitted that it was handled wrong.

this is not the first time he's been on the forum and i'm sure it's not going to be the last.

rick.

[JERRYMAC]

:clapping::bravo:[/quote]

Rick buys everything in multiples. As our friend Steve always says, Rick is good for the economy:D


YES BUT WHEN IS RICK GOING TO GET THE SECOND AND THIRD WIFES IN CASE THE FIRST ONE BREAKS DOWN ON A PULL JOB ? ? :bravo:

THE FORUM WANTS TO KNOW ! !

[MrsSeatDown]

:clapping::bravo:




YES BUT WHEN IS RICK GOING TO GET THE SECOND AND THIRD WIFES IN CASE THE FIRST ONE BREAKS DOWN ON A PULL JOB ? ? :bravo:

THE FORUM WANTS TO KNOW ! ! [/QUOTE]

I couldn't be so lucky. I think I am stuck with him:rolleyes:

[DUNBAR PLUMBING]

dunbar, it should have never happened in the first place.

jeff found out about it and made it right.

it's not because it's a k-:rolleyes:60 it's because it was handled wrong in the first place and jeff fixed the problem and admitted that it was handled wrong.

this is not the first time he's been on the forum and i'm sure it's not going to be the last.

rick.



Maybe, maybe I'm just jealous of your super internet powers.

Crap! :smash:

[PLUMBER RICK]

jerry, i've been breaking in the new guy on pipe pulling.

not as nice as having joey there, but his hands do get dirty:D

rick.

[gear junkie]

"his hands do get dirty", oh my goodness Rick, why you went plumbing I have no idea as comedy seems like such the obviious choice for you.

[JCsPlumbing]

"his hands do get dirty", oh my goodness Rick, why you went plumbing I have no idea as comedy seems like such the obviious choice for you.

He could be great. Kind of like Carrot Top or for the older folks-Gallagher.

Wearing Tyvek coveralls surrounded with Ridgid Prop Comedy toys onstage doing his routine.

The finale would be his pipe freeze K60 milkshake. TA DAH!!!!! :lol:

J.C.

[ToUtahNow]

For those of us at the Roundup who went to Quaker State for dinned we had our own "Rick Dinner Show". He commanded the attention of the entire restaurant with his parlor tricks. Say what you will but he really did put on a great show.

Mark

[PLUMBER RICK]

i'm not sure if arron thinks so:rolleyes:

remember the snow and butter trick.

don't ruin it if you do.

lots of others still need to see it;)

rick.

[HighlandS&D]

i'm not sure if arron thinks so:rolleyes:

remember the snow and butter trick.

don't ruin it if you do.

lots of others still need to see it;)

rick.
Rick is your next big showing going to be at the Pumper/Cleaner expo?

[G3sprinklers]

Come on Rick you are killing me with suspence, we want video of the parlor tricks!! You are too far away for this ol country boy to come and visit.

G3

[PLUMBER RICK]

Rick is your next big showing going to be at the Pumper/Cleaner expo?

joey and i went to the show 6 years ago.

i'll wait for the next roundup.

who knows, maybe i'll surprise them with something up my sleeve:rolleyes:

rick.

[wookie]

Well got K-60 back today, looks like Ridgid has been following my saga,Ridgid covered the cost of next day delivery. THANKYOU!

No details from We Do Equip. on what problem was just that the motor was defective.

Root plugged drains bring it on!

Thanks to all.

wookie

[JCsPlumbing]

:dance: Good to hear Ridgid is holding up their reputation.

Wookie got his shipping back!

J.C.

[saysflushable]

I'm not busting anybodies chops but what kind of service do you expect when you save big money buying on the internet.

I hear plumbers complaining about people saving money buying product on the internet, well whats good for the goose is good for the gander.

I know they are a Ridgid warrenty shop but I bet they make very little money on warrenty work. Little money makes for bad service.

Yes I buy on the internet, I don't expect a local company to bail me out when I take the money away from them. Why not send it back to the place you saved so much money from?

O.K. let the arrows fly

[gear junkie]

Correct me if I'm wrong but I think Rick loves the roundup because he can be the center of attention and Joey loves the roundup because he doesn't have to be the center of her attention.

[PLUMBER RICK]

I'm not busting anybodies chops but what kind of service do you expect when you save big money buying on the internet.

I hear plumbers complaining about people saving money buying product on the internet, well whats good for the goose is good for the gander.

I know they are a Ridgid warrenty shop but I bet they make very little money on warrenty work. Little money makes for bad service.

Yes I buy on the internet, I don't expect a local company to bail me out when I take the money away from them. Why not send it back to the place you saved so much money from?

O.K. let the arrows fly

:duck::thud:closest i can get to an arrow;)

considering that the tool was purchased at a preferred ridgid distributor.

in fact ridgid even held their traveling "ridgid road show" there.

wookie purchased it like anyone else would. looking to save a buck and get the item fast. remember that the k-60 is not stocked locally as was already mentioned. toolup has them in stock for immediate shipping.

mckinney is a factory authorized ridigid repair facility. they get paid by ridgid for all warranty repairs.

when was the last time you purchased anything from a store that actually repairs the product in house? mckinney is 1 of a couple hundred ridgid repair shops. yet there are thousands upon thousands of ridgid retailers.

we're lucky to have a place like mckinney that is geared to the drain cleaning industry. try buying replacement cutters, parts from your local plumbing supply house.

why do you think other companies advertise in the cleaner?
to make sales;)

why do you advertise your bidet seats nationally?

sure mckinney would like to have the sale and the service. but they will get the parts and accessories sales since they're local.

i felt it was initially handled wrong, and then corrected when it came to light. i think wookie got what he or anyone else should have. good service with little down time.

rick.

[ToUtahNow]

For a little back ground, when I first started using Ridgid drain cleaning equipment (30+ years ago) there were no local supply house stocking any Ridgid drain cleaning equipment. I use to have to drive 40-miles to get to the JM McKinney store in Hawthorne. It was not a drive I cared to make as it was on the other side of Los Angeles for me and even then traffic was bad. However, I was never sorry I'd made the drive down there. When Ridgid first came out with the first SeeSnake I bought it from JM McKinney. My first jetter was a JM McKinney Maxi-Jetter which all these years later is still in service. I do admit to buying things online to save money but I have recommended JM McKinney so many times over the years to other plumbers I'm sure I have sent some business to them as well.

Mark

[G3sprinklers]

Where the product is bought should not matter in the least. What if you moved out of state, are you going to drive or ship your tools maybe 100's of mile to where you bought them!! dought that. Even the local supply shop is looking for ways to save a buck, how do you think they stay in business, its not by charging everybody the most money they can. It was warrenty work and they are a service center, should have been no questions asked.

Just my thoughts, and who am I but a dumb ol sprinkler guy anyway.

G3

[saysflushable]

:duck::thud:closest i can get to an arrow;)

considering that the tool was purchased at a preferred ridgid distributor.

in fact ridgid even held their traveling "ridgid road show" there.

wookie purchased it like anyone else would. looking to save a buck and get the item fast. remember that the k-60 is not stocked locally as was already mentioned. toolup has them in stock for immediate shipping.

mckinney is a factory authorized ridigid repair facility. they get paid by ridgid for all warranty repairs.

when was the last time you purchased anything from a store that actually repairs the product in house? mckinney is 1 of a couple hundred ridgid repair shops. yet there are thousands upon thousands of ridgid retailers.

we're lucky to have a place like mckinney that is geared to the drain cleaning industry. try buying replacement cutters, parts from your local plumbing supply house.

why do you think other companies advertise in the cleaner?
to make sales;)

why do you advertise your bidet seats nationally?

sure mckinney would like to have the sale and the service. but they will get the parts and accessories sales since they're local.

i felt it was initially handled wrong, and then corrected when it came to light. i think wookie got what he or anyone else should have. good service with little down time.

rick.

O.K. O.K. Just a few things I've learned. Never go to a gun shop to look at the gun you want before buying it from a friend with an FFL. and expect good service from the gun shop again.

Go to a car dealership 50 miles away to save a few hundred then bring it to the one in your neighborhood for warrenty and expect good service.

Let me loose a bid on a water heater and think I'm going to warrenty it on the weekend or evening I don't care if the motel is full in a tourist town, twice before the commercial warrenty was up. Now that the warrenty is up and they are paying my rates. I keep the water heaters working anytime for them.

Is my thinking wrong? maybe:rolleyes:

[wookie]

Rick explained my thougts on this whole episode, I was hoping and kinda figured once my experience was made public the partys involved would step up. McKinney and Ridgid are class acts in my book.We Do Equipment took care of the k-60 just fine as the warranty shop but I will be using Mckinney as first choice in future, they are 10 min away/ done business in the past / Hirsch Supply is across the street and Blakes BBQ is their next door neighbor:D

Most likely when buying a single piece of equipment , I'll go local ,I don't mind spending a little more but $1200.00 + no way. I explained this to Mckinney when I asked them for they're pricing of course they were bummed but understood:(

Internet has really changed things thats for sure good and bad. We'll always need a resource like a local Mckinney. We are spoiled here in SoCal having most everthing at our fingertips. Having to mailorder and ship everything like a lot of the country has to do makes me count myself lucky.

wookie