Tweet
I must say that I dismiss many of the complaints regarding Ridgid's Customer Service and Warranty problems. Trying to get this new K-50 repaired has been a nightmare. They make it so difficult it just isn?t worth it.
On Friday I called customer service when I discovered the rear clutch sleeve was defective. They were very little help and said to call back on Monday and push #1 this time. So, when I called back this morning and pressed one it turned out to be the wrong extension. I called back and choose #4 this time which was the right extension.
The person who answered the phone tried to diagnose the problem by asking what size cable I was using? I told them it was the only size sectional cable that works in a K-50, 5/8. They then transferred me to "Tech Service". I told tech service I was holding the rear clutch cone sleeve in my hand and the male end of the cable stopped a 1/2" short of sliding through the sleeve and the female end stopped just short of clearing the sleeve. I explained I did not want to drive 100 miles to a service center and asked it they could just ship the part. He told me no and told me to call the seller (ToolUp.com) and see what they could do or take it to a service center listed on their site.
I called ToolUp.com who said they could not do anything and would not take it back for fear of bio-hazards. I knew they could not, but I was following what I was told. I then went to Ridgid's website to find services center. The closest one for drain cleaners was eReplacementparts.com LLC at 154 miles. So while biteing my tongue, I called them up and went through the steps. All these calls take forever because they are all under staffed and transfer you from one department to another all with wait times. This one was the shortest as he told me almost immediately that they only service SeeSnake.
My next call was to Diamond Elec Inc, a mere 162 miles away. This too took a long time, but he was the most helpful. He agreed I could fix it myself rather than shipping that boat anchor to him to replace a part that weighed under a pound. However, Matt at Ridge Tools told him no as he didn't want to get stuck with the shipping costs. So after spending the better part of a day dealing with stupid people (but I always stayed polite), I gave up and ordered the part online. The part costs $72.88 and the shipping was another $5.50. I'm glad Matt didn't get stuck with the shipping costs of $5.50 after my purchase from ToolUp.com of $1,885.02 with accessories for this defective K-50. Shame on you Ridgid!
Mark
On Friday I called customer service when I discovered the rear clutch sleeve was defective. They were very little help and said to call back on Monday and push #1 this time. So, when I called back this morning and pressed one it turned out to be the wrong extension. I called back and choose #4 this time which was the right extension.
The person who answered the phone tried to diagnose the problem by asking what size cable I was using? I told them it was the only size sectional cable that works in a K-50, 5/8. They then transferred me to "Tech Service". I told tech service I was holding the rear clutch cone sleeve in my hand and the male end of the cable stopped a 1/2" short of sliding through the sleeve and the female end stopped just short of clearing the sleeve. I explained I did not want to drive 100 miles to a service center and asked it they could just ship the part. He told me no and told me to call the seller (ToolUp.com) and see what they could do or take it to a service center listed on their site.
I called ToolUp.com who said they could not do anything and would not take it back for fear of bio-hazards. I knew they could not, but I was following what I was told. I then went to Ridgid's website to find services center. The closest one for drain cleaners was eReplacementparts.com LLC at 154 miles. So while biteing my tongue, I called them up and went through the steps. All these calls take forever because they are all under staffed and transfer you from one department to another all with wait times. This one was the shortest as he told me almost immediately that they only service SeeSnake.
My next call was to Diamond Elec Inc, a mere 162 miles away. This too took a long time, but he was the most helpful. He agreed I could fix it myself rather than shipping that boat anchor to him to replace a part that weighed under a pound. However, Matt at Ridge Tools told him no as he didn't want to get stuck with the shipping costs. So after spending the better part of a day dealing with stupid people (but I always stayed polite), I gave up and ordered the part online. The part costs $72.88 and the shipping was another $5.50. I'm glad Matt didn't get stuck with the shipping costs of $5.50 after my purchase from ToolUp.com of $1,885.02 with accessories for this defective K-50. Shame on you Ridgid!
Mark
i seem to recall it said 50 before the editing... still...even 45 years with no repairs? besides, ONE major Ridgid repair usually pays for a brand new SDT unit.
Comment