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  • To All Members of the Chat Room

    Many of you on this site are familiar with RIDGID and know first-hand that RIDGID's reputation is based on quality. That's not going to change. While we have made the strategic business decision to discontinue manufacturing bench top and stationary woodworking power tools, our commitment to the brand and interest in its reputation continues. We have developed a program to license the RIDGID brand through Home Depot to top manufacturers who will fulfill Home Depot's requirements in the future. These agreements are still being finalized so most of the details are not available yet. As soon as they are, we'll be working with Home Depot to make more information known.

    Also, as part of our restructuring, we have contracted with specialists in the field to provide technical and after sales service for the woodworking power tool line. RIDGID has always enjoyed an excellent reputation for service and this agreement will expand and improve performance in that area even further. For example, some of the enhancements to our service include nationwide two-day UPS part service for faster turn around, triple the number of available local service centers, and a dedicated, full-time staff to answer technical woodworking tool related questions. As might be expected, a transition of this magnitude, despite the best intentions, can't be guaranteed to be absolutely hitch free. We weren't perfect before, though we've always striven to provide the best service in the industry. This core value is unchanged. We will continue to monitor performance and demand improvement, as we have in the past. Our new source is committed to provide levels of service superior to that provided before and we intend to ensure it. For instance, since the switch we've already documented dramatically reduced "on hold" time and a far lower "abandon" rate of calls, calls that are dropped because folks couldn't be serviced in a timely manner. These two metrics alone translate to faster service, less frustration and to what we hope is the ultimate goal, a more satisified customer experience.

    The tool industry - like many others - has seen some major changes recently, and we've been one of the last major manufacturers of these tools in the U.S. We will continue supporting the full RIDGID line and will remain a significant manufacturer of RIDGID wet/dry vacuums, hand tools and other products for Home Depot. None of this will have any effect on Ridge professional contractor and plumbing tools, which are operated separately. We remain completely committed to the RIDGID brand and the distribution of RIDGID woodworking power tools through Home Depot.

    Thanks for your continued support.

    Bob

  • #2
    First of all, thank you Bob for finally making a statement on this matter. I understand you are probably limited in what you can tell us at this point. While that is frustrating to some, it is part of business.

    I for one am not particularly worried. I purchased a TS3612 in March 2003 & am very happy with it. If there is a problem down the line, I'll deal with it then. As far as the "lifetime" warranty, it isn't really all encompassing as some seem to believe. My understanding is that it would only cover parts that fail due to manufacturing defect. In my experience (which I admit is not as much as some), I have learned that if a part is going to fail, it will do so within the first year or two of normal use. Therefore, the "lifetime" warranty was not really an important factor in my decision to purchase this saw.

    As far as another company making RIDGID WW tools, if they are the same quality we are used to from RIDGID as we have been told will be the case, then who cares which manufacturer is used. IMHO, there is no ONE brand of tools that is always the best. I mean even Harbor Freight makes a few good tools. High price does NOT always equal high quality. The TS3612 is a perfect example. I think it is a very high quality contractor TS, but it is what I consider mid-priced.

    Anyway, I for one would really like to see this forum get back to what it was designed for...WOODWORKING. If people want to complain & speculate about RIDGID's future, they need to do it in an Off-Topic forum like News & Events.

    If you made it this far, thank you for your time.

    Kevin

    [ 05-30-2003, 03:56 PM: Message edited by: kbrandon ]

    Comment


    • #3
      Thank you for finally responding, Mr. Deuker. I have a few questions...

      Will parts and accessories CONTINUE TO BE MANUFACTURED and sold or will the parts/accessories no longer be available when the current inventory ( that one assumes has been sold ? ) runs out ?

      Will the RIDGID name be on a product manufactured by someone else ?

      Will someone else make their own products using Ridgid assembly tools/dies etc ?

      Comment


      • #4
        Attempting to parse this announcement... if Ridgid has "made the strategic business decision to discontinue manufacturing bench top and stationary woodworking power tools", is the TS 3612 finished as a model? Waht about 2424?

        Or is the "program to license the RIDGID brand through Home Depot to top manufacturers who will fulfill Home Depot's requirements in the future" an indication that it will continue to be a product, albeit from a different source (which may not be any problem)?

        And will the contract service specialists who "provide technical and after sales service for the woodworking power tool line" be providing service for Ridgid table saws, or only those products remaining after this reorganization?

        In other words, what is the projected future of the table saw line... from the perspective of an imminent buyer?


        I'm not sure where else to discuss Ridgid Woodworking questions, besides the Ridgid Woodworking forum... there weren't any pertinent news or events in News and Events. Mr. Dueker's post above has been the first News and Event on this subject, which (appropriately) appears on the RIDGID WOODWORKING forum.

        [ 05-30-2003, 05:07 PM: Message edited by: Mark IV ]

        Comment


        • #5
          Mark IV,

          When I said "If people want to complain & speculate about RIDGID's future, they need to do it in an Off-Topic forum like News & Events.", I was directing at the ones who have turned this whole forum into a "gripe session". I am personally sick of seeing post after post about "Ryobi=Ridgid", "overseas made tools are bad", "guess I'll sell my Ridgid & buy another brand", etc.

          The point I am trying to make is that this is a woodworking forum for woodworking questions. There are other forums for this type of discussion such as News & Events or General Discussion. Also, no one (not even RIDGID by the sounds of Bob's post) seems to know exactly what will happen next. I believe Bob's post when he says that details are being finalized. I realize some people have already had problems with the new system, but RIDGID will get the "bugs" worked out in time. Nothing is ever perfect the first time it is used.

          Your questions are correctly placed in this thread. Unfortunately, I don't think you'll be getting any concrete answers at to them at this time.

          For what it's worth, the TS3612 is a great saw at a great price. Hey, who knows, maybe one of the others on the forum will make you a deal on theirs since they'll have to buy another brand now.

          Kevin

          Comment


          • #6
            Good comeback, I'll let it go at that.

            Comment


            • #7
              Sure hope you are right regarding Ridgid's committment to maintaining its reputation, Mr. Dueker. However I'll take issue with the point you made about reduced wait times on the support line. In my experience earlier this week, the wait time was over 10 minutes. Perhaps it got down to 10 from 11, I don't know. The point is ten minutes is way too long for busy people to spend just waiting. As for adding new service centers, I'll just wait and see what happens to the one I mentioned in an earlier post. Have a good weekend, Mr. Dueker.

              Comment


              • #8
                I applaud Bob for making this statement. I believe that the sky has not fallen. I have several Ridgid power tools, and all are excellent. I have rarely needed service, but in the few occasions, the service has been lightening fast and more than courteous. This includes Ridgid having sent me a thrust bearing for my bandsaw two days after my phone call -- free! This transaction was under the "new regime". For those who fear Ryobi, I can say that Ryobi has been an excellent company also to deal with. Bob has said that Emerson's committment to maintaining the Ridgid reputation of quality and support is solid. Let's give 'em a chance, guys! As things now stand, if I were to need a replacement for my outstanding Ryobi BT3000, I would still look to the Ridgid TS3612. This is because I am less impressed with the BT3100 Ryobi.

                Comment


                • #9
                  Originally posted by kbrandon:
                  Mark IV,

                  When I said "If people want to complain & speculate about RIDGID's future, they need to do it in an Off-Topic forum like News & Events.", I was directing at the ones who have turned this whole forum into a "gripe session". I am personally sick of seeing post after post about "Ryobi=Ridgid", "overseas made tools are bad", "guess I'll sell my Ridgid & buy another brand", etc.

                  The point I am trying to make is that this is a woodworking forum for woodworking questions. There are other forums for this type of discussion such as News & Events or General Discussion. Also, no one (not even RIDGID by the sounds of Bob's post) seems to know exactly what will happen next. I believe Bob's post when he says that details are being finalized. I realize some people have already had problems with the new system, but RIDGID will get the "bugs" worked out in time. Nothing is ever perfect the first time it is used.

                  Your questions are correctly placed in this thread. Unfortunately, I don't think you'll be getting any concrete answers at to them at this time.

                  For what it's worth, the TS3612 is a great saw at a great price. Hey, who knows, maybe one of the others on the forum will make you a deal on theirs since they'll have to buy another brand now.

                  Kevin
                  You are not bound to read every post, so if you see them and they are obviously not what you want to read then maybe you should click back into another more positive subject. Since the ones you mention are direct quotes of my posts, I'll assume you disagree with them. That's perfectly alright, I don't imagine everyone agreeing with anyone here.

                  Fact is not everyone is going to like this transformation. I don't have a problem with those of you who are going to take the other end of the conversation, and I have no intention of arguing with you about it. You are right that no one knows what's next. But I do take exception to anyone who feels we have no right to post our views in this forum and I know it's not up to you as to where we do it.
                  Kelly C. Hanna<br /><a href=\"http://www.hannawoodworks.com\" target=\"_blank\">Hanna Woodworks</a>

                  Comment


                  • #10
                    Amen to THAT, Kelly !
                    Again I will say that I dtill do not see any answers to the concerns mentioned here.

                    Comment


                    • #11
                      Guys,
                      The statement was a well written piece designed to say nothing and reflects on what happened probably a month ago. We should all know by now that Bob can't say anything new, nor would he want to right now. Also, we do not know what his other responsibilities are in the corporation, so I cannot fault him for not answering us. (would you rather have him lurking here every moment and deleting posts on the subject) If you get bad service, write a nice letter addressed to the top exec. he may never see it, but you can be sure his secretary will. Something will get done. I've seen it happen many times.

                      Comment


                      • #12
                        Originally posted by douggage:
                        Amen to THAT, Kelly !
                        Again I will say that I still do not see any answers to the concerns mentioned here.
                        Chances are you won't til the dust settles. They are producing "canned" statements to try and appease any and all concerns but I'm not buying into it. I've seen this happen before in several different types of businesses and it rarely works out the way the press releases paint the picture.

                        Jake would have gotten on the phone and fixed those concerns about warranty work in short order...given the situation he faced, I amazed he got anything done.
                        Kelly C. Hanna<br /><a href=\"http://www.hannawoodworks.com\" target=\"_blank\">Hanna Woodworks</a>

                        Comment


                        • #13
                          I agree, it said nothing. I for one am in the market for a ts and have decided to purchase either a delta or jet. There is a local store, the store is also a service center for both.

                          I have decided a few $ more is worth my peace of mind.

                          It may look funny in my shop full of Ridgid but things change. I think Ridgid has changed.
                          SCWood

                          Comment


                          • #14
                            My shop is full (almost completely Ridgid), so my concerns are completely focused on parts and support down the line. If I already had these tools for ten years, I would expect a solid aftermarket for support if Ridgid fell away. Unfortunately my first purchase was in 2000 and since then I have purchased nine "stationary woodworking power tools," largely on the quality of each of the prior purchases and reliance on the strength of the warranty. Ridgid's exiting the business concerns me over the latter.

                            Let's hope the quality holds up such that I never need the warranty.

                            Comment


                            • #15
                              My main concern is "who" will be making Ridgid woodworking tools! I understand they will be made in china....from many other posts, all I have been hearing about Chinese made tools is the poor bearings they produce...I don't know about you, but the last thing I want to use on my tools is the "warranty"! I want a tool that will hold up when taken care of and maintained!
                              \"Aarrgh, sliver me timbers\"<br /><a href=\"http://www.picturetrail.com/daviddunlap\" target=\"_blank\">www.picturetrail.com/daviddunlap</a>

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