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  • Question on bad customer service

    i have seen a lot of threads about bad customer service with the Lifetime Service Agreement

    it this true or is there just a lot of people that dont do the paperwork then try to get things fixed for free ,then come on the forum and say Ridgid does not honor the LSA .

    is there a long back up on the Lifetime service registration


    if this all true can some one from Ridgid Customer Service come on here with an answerer on what the problem is and if there is a fix in the processes


    there have been a lot of threads complaining about this and i have not seen some one from Ridgid explain whats going on . there have been some reps from Ridgid asking for info about the problem people are having but we never hear about the results

    so can we have a sticky thread put up about this issue explaining how to fix the problem
    we are spending a lot of money on some new cordless tools and if some thing goes wrong with the batteries i hope not to have a problem with getting new ones because this is what i used to get my bosses to buy the Ridgid brand

    thanks for any help on this problem
    Charlie

    My seek the peek fundraiser page
    http://observatory.mountwashington.o...nal&fr_id=1040


    http://www.mountwashington.org/weather/conditions.php

    new work pictures 12/09
    http://public.fotki.com/hvachawk/

  • #2
    Re: Question on bad customer service

    Here we go again.
    Teach your kids about taxes..........eat 30 percent of their ice cream.

    Comment


    • #3
      Re: Question on bad customer service

      Originally posted by BadgerDave View Post
      Here we go again.
      all im looking for is some answerer s with all the posts there is know one from Ridgid saying whats up with this problem

      i am not trying to start any problems on the forum it is just that there is a lot of unhappy people out there with no answerer s
      Charlie

      My seek the peek fundraiser page
      http://observatory.mountwashington.o...nal&fr_id=1040


      http://www.mountwashington.org/weather/conditions.php

      new work pictures 12/09
      http://public.fotki.com/hvachawk/

      Comment


      • #4
        Re: Question on bad customer service

        Originally posted by HVAC HAWK View Post
        all im looking for is some answerer s with all the posts there is know one from Ridgid saying whats up with this problem

        i am not trying to start any problems on the forum it is just that there is a lot of unhappy people out there with no answerer s

        This is a "partial" reason as to why we have not bought the See-snake yet.

        Comment


        • #5
          Re: Question on bad customer service

          Originally posted by HVAC HAWK View Post
          all im looking for is some answerer s with all the posts there is know one from Ridgid saying whats up with this problem

          i am not trying to start any problems on the forum it is just that there is a lot of unhappy people out there with no answerer s
          That is not an unreasonable Question at all. A few ridgid suck ups will always try to run interference ! See them for what they are !
          I can build anything You want , if you draw a picture of it , on the back of a big enough check .

          Comment


          • #6
            Re: Question on bad customer service

            Originally posted by HVAC HAWK View Post
            all im looking for is some answerer s with all the posts there is know one from Ridgid saying whats up with this problem

            i am not trying to start any problems on the forum it is just that there is a lot of unhappy people out there with no answerer s
            Hawk, wasn't saying you were trying to start anything. However, this question comes up over and over and over and over........you get my point. The powers that be at Ridgid or TTI or wherever have made it clear in the past that this is a question that isn't going to get answered here.

            Anyone who has been a member here for any amount of time already knows that there is very very little input from management into this forum. That's the way's it's been since early in the last decade and moving forward to today. It would be great if they would participate more but past history says that isn't going to happen.
            Teach your kids about taxes..........eat 30 percent of their ice cream.

            Comment


            • #7
              Re: Question on bad customer service

              Originally posted by Flux View Post
              This is a "partial" reason as to why we have not bought the See-snake yet.
              thats not helping Ridgid at all ,thats why we need some feed back

              Originally posted by toolaholic View Post
              That is not an unreasonable Question at all. A few ridgid suck ups will always try to run interference ! See them for what they are !
              well i dont look at people like that but they like the Ridgid brand and will back it up at all means

              Originally posted by BadgerDave View Post
              Hawk, wasn't saying you were trying to start anything. However, this question comes up over and over and over and over........you get my point. The powers that be at Ridgid or TTI or wherever have made it clear in the past that this is a question that isn't going to get answered here.

              Anyone who has been a member here for any amount of time already knows that there is very very little input from management into this forum. That's the way's it's been since early in the last decade and moving forward to today. It would be great if they would participate more but past history says that isn't going to happen.
              i have been on a long time but not every day .now with the mew batteries LI and that we just spent a lot of money for the cordless tools i was hoping for some answer's and also there have been a lot of posts about this .

              we may never hear form any one but you have to ask
              Charlie

              My seek the peek fundraiser page
              http://observatory.mountwashington.o...nal&fr_id=1040


              http://www.mountwashington.org/weather/conditions.php

              new work pictures 12/09
              http://public.fotki.com/hvachawk/

              Comment


              • #8
                Re: Question on bad customer service

                The thing to remember with the Ridgid tools is that there are two different lines of tools.

                There is the plumbing tools division, and then there is the power tool division.

                You will routinely see on here if someone has a problem with one of the plumbing tools, someone from Ridgid will jump on here and offer a way to help out.

                The power tool division is the Chinese made drills and saws and stuff that they sell in Home Depot. Those are the products that you see people getting on here complaining about all the time. Those are also the products you won't see any Ridgid employee offer to help someone out with. The tools say Ridgid on them, but don't try to compare them to the quality plumbing tools.

                I have almost zero problems with my Ridgid plumbing tools that I have had some of them for many years now. My Chinese made Ridgid power tool kit that I only use around my house crapped out in under a year. If I had spent more money on it, I would be upset about it.

                Comment


                • #9
                  Re: Question on bad customer service

                  Just when I go to reply Mark hit many of my points. The LSA does not apply to anything other than power tools (non-plumbing). The LSA is over and above the regular warranty and requires proof you are the original owner. The only way to prove that is to register your tools. If you do not follow through you do not have a LSA.

                  Ridgid Plumbing tools rarely if ever have warranty issues. When I do have an issue with SeeSnake equipment I call a toll free number from the owners manual and a live person talks me through it regardless of whether it is still under warranty or not.

                  Mark
                  "Somewhere a Village is Missing Twelve Idiots!" - Casey Anthony

                  I never lost a cent on the jobs I didn't get!

                  Comment


                  • #10
                    Re: Question on bad customer service

                    thank you mark for the info
                    Charlie

                    My seek the peek fundraiser page
                    http://observatory.mountwashington.o...nal&fr_id=1040


                    http://www.mountwashington.org/weather/conditions.php

                    new work pictures 12/09
                    http://public.fotki.com/hvachawk/

                    Comment


                    • #11
                      Re: Question on bad customer service

                      Charlie,

                      Good question (and post), and I think your request for a response from a "rep" is more than reasonable. But, as was previously stated by others, I doubt that you'll get an answer on this forum. (I've made similar requests, as I think it would go a long way in helping with the frustration that is often posted.)

                      I think a lot has to do with the organization... this forum and website IS "Ridgid"... primarily "Emerson Electric" which owns the "Ridgid" brand name and produces the plumbing tools and the shop vacs and the other hand tools like electrical applications, cutters, etc. The power tools are made by TTI (Tektronics International) which is a company based in Hong Kong and with offices and some manufacturing in Anderson, South Carolina. TTI uses the "Ridgid" brand name under license from Emerson Electric.

                      To add to that confusion, Emerson Electric's "Ridgid" warranty is usually stated as "Lifetime" which covers "defects in material and workmanship"... and not normal wear and tear. This website (as I understand it) is sponsored by and maintained by Emerson Electric's "Ridgid" and I think "Josh" and "Brandman" are Emerson Electric's "Ridgid" employees... and NOT employees of TTI. I think (but obviously don't know) that these guys (as great as they are) get possible preview information on some of these TTI tools, and I believe they are not in a position to speak for TTI.

                      TTI's "Ridgid", as well as "Ryobi" North American customer service and marketing are based in Anderson, SC. While I have spoken directly with Ryobi's marketing director, I have been told that Ridgid's marketing folks are in a separate dept, (which I believe is also there in Anderson).

                      Now, I have several Ridgid-brand power tools (TTI produced) and looking back at my records (I'm pretty diligent about keeping track of such things), the average time for gaining the LLSA is four to six months. I have yet to have them loose a single registration. All my batteries and chargers are still working fine (I'm a very busy retiree, doing lots of home improvement stuff on two houses). Among these are a couple each of 14.4- and 18-volt NiCads, and three 12-volt Li-Ions. I have two corded sanders, a drill press, 10" CMS, and trim and base routers that are kept very busy. Also the thickness planer (TP1300) and Jointer, which are still in the box, waiting for the new shop.

                      All of these have been registered successfully! I've only required service under the LLSA on my 1/4-sheet sander and a 14.4-volt drill-driver. No questions, no challenges, and no problems... I got them back in four weeks, which is okay with me.

                      About three weeks ago, I noticed a change on my "dashboard" with a couple of batteries that showed up, that I didn't own; and, one tool which had at one time been noted as being under the LLSA, was somehow changed to "3-year", which certainly was well past that warranty period. I simply called and was connected with a person in that dept. (it did take a little time to get connected, but certainly not anything unusual.... and I must note, I have NEVER had a problem getting someone to pick up the phone and talk to me). Bottom line, they corrected the error, and sent me via "snail-mail" a complete list of all my tool registrations, including my Ryobi stuff. I'm currently in the process of checking their list against my own records and when that is complete I have the person's fax number to return any corrections.

                      If it would help you, your best bet would probably be to just call Ridgid Customer Service and ask whatever questions that would satisfy your concerns. My approach is always to be a gentleman and I most always get satisfactory answers. (With rare exception, people generally respond to meet the manners of the caller.)

                      I hope this helps, and good luck,

                      CWS

                      Comment


                      • #12
                        Re: Question on bad customer service

                        is it better to register a tool on line or send the card that comes with the tool
                        Charlie

                        My seek the peek fundraiser page
                        http://observatory.mountwashington.o...nal&fr_id=1040


                        http://www.mountwashington.org/weather/conditions.php

                        new work pictures 12/09
                        http://public.fotki.com/hvachawk/

                        Comment


                        • #13
                          Re: Question on bad customer service

                          I don't use the card. I register online first, get the assigned registration number, and then use a letter format that I keep on file just for the purpose. In that, I include my name and address and phone number, the product (and all of it's components, if it's a "combo") model, serial number, registration number (that gets assigned when you register online). To that letter, I tape a copy of the receipt and the original UPC from the product carton. I also date the letter, so both Ridgid and I know when I mailed it.

                          I posted a copy of that format on another thread, which I think you've seen. (If not, let me know and I'll give you the link.)

                          CWS

                          Comment


                          • #14
                            Re: Question on bad customer service

                            I send any documentation "registered, signature required"
                            This way I have documented proof Ridgid customer service
                            received my "stuff"

                            Always photocopy EVERYTHING! receipt, UPC code, warranty form, etc. for
                            your records thus you have even more proof of purchase and coverage.

                            I also print out my entire dashboard...a bit if an arduous task but valuable
                            documentation to keep on "paper" should the dashboard fail or corrupt.

                            It costs a bit more to mail but so far I have never experienced
                            any grief!

                            Actually I messed up...I had two 18V 2.5AH batteries that
                            were no longer able to charge..Instead of using the LSA
                            which I totally forgot about I discarded them....Bummer!

                            I have upgraded to almost all 18V 3AH lithium ion batteries
                            and have not looked back.

                            I wonder how many of you really like the 1/2 size 18V 1.5AH lithium ion battery? I fine the 3AH battery just fine and it has a better run time. For me the weight difference is not a challenge.


                            Cactus Man
                            Last edited by cactusman; 12-17-2010, 12:08 PM.

                            Comment


                            • #15
                              Re: Question on bad customer service

                              my boss sent in the card but said to him to go on line it also do it
                              Charlie

                              My seek the peek fundraiser page
                              http://observatory.mountwashington.o...nal&fr_id=1040


                              http://www.mountwashington.org/weather/conditions.php

                              new work pictures 12/09
                              http://public.fotki.com/hvachawk/

                              Comment

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