Registration Scam... Google It

[timbaker0365]

I just purchased a whole line of Ridgid cordless tools. A full 5 tool kit, plus other tools. I registered for the LSA, got a reply back within 10 days or so, registration complete except for 2 items. I submitted the receipt online, which was an online purchase receipt from HD. I got a reply back within maybe 3 days saying, "You're all set". So I've seemed to have had good "luck" with the registration process so far.

I'm not looking forward to testing the LSA however if something ever goes wrong. It looks like the nearest service center is 65 miles from me...?

[BadgerDave]

In this day and age with Authorized Service Centers for just about anything becoming harder and harder to find an hours drive isn't the end of the world. If I have a product that I feel is worth having fixed for free, a couple hours drive is just a nice road trip. Just one of the benefits of being retired.

[CWSmith]

The two of the three times that I've gone for "authorized service" (one Ryobi and one Ridgid), I've used UPS which was very little effort. The third time, I had a Ridgid Service place just a few miles south of me. That fellow was only in the business a short time though.

CWS

[Gary A]

In August 2013 I was ready to make a major purchase of power tools and saw the promotion for Ridgid's Lifetime Service Agreement. I went the Ridgid route based on the offer which even included the batteries in the specific offer. I completed the registration that day using the online system.

I just learned today that I was never issued the lifetime warranty and they said there is nothing I can do about it. The support rep just kept repeating that "for some reason' I was not covered and he would not honor my request to speak to anyone else. Frustrated I called him a name and he said I would never get to speak to anyone at Ridgid again and hung up on me. Every time I called back in it was him answering and as soon as I identified myself he would hang up. A real piece of work representing the corporate brand. Every avenue I call lands me back at the same office and I can't seem to get anywhere on this issue.

Now I see others recognize the LSA as a scam. I guess I have been scammed and have no recourse. Wish I hadn't just spent another couple thousand on Ridgid. DeWalt is looking better now and I will be encouraging all my employees to stay away from Ridgid and going another route.

[BadgerDave]

I don't believe that the online registration for the LSA was even available in 2013. Registration of the tool(s) into a data bank is what it sounds like you did. Companies make it sound like you need to register your purchase in order to receive their standard warranty but in actuality you don't need to. There was and still is an extra step required in order to register tools into the LSA Program. A quick read of the LSA registration requirements in your tools Owners Manual would have pointed that out. You can't call the LSA a scam when you failed to properly register your tools into the program.

[CWSmith]

I don't understand. You say you registered online, but I don't see how registration "online" was possible in 2013. Perhaps you were misinformed, as the LSA registration process required proof of purchase back then, in the way of sending in your receipt, etc.

It appears that you run a business and certainly that requires a bit of business savvy. It doesn't help when you loose your temper. I also don't understand why you weren't a bit more attentive to the details required to register for the LSA. Considering the investment you made in tools, that registration for guaranteed service was an important step. Also followup to ensure that whatever it is that you did was proper and confirmed.

Sorry for your misunderstanding, but in my many years of ownership and LSA registration I have not been disappointed and it is NOT a scam.

[Gary A]

Believe what you want. Attached is the screen shot of my online registration. I purchased on 8/22/13 and registered online 8/26/13. The registration exists and shows that I registered it on that date. Currently it shows online that they never honored the LSA and that the 3 years has expired. The registration wouldn't even exist on their site if I hadn't done it. You should avoid making claims about what couldn't have happened when you don't know.

[Bob D.]

When was the screen shot taken, on 8/26/13 when you registered the tools?

[nevernuf]

Hello. Throwing my two cents in here. Gary, looking at the screenshot, it does state they were registered on the 26th, but it also states the LSA registration is not complete, and to follow the instructions below.. It's in the note at the bottom. Maybe misleading, but perhaps that's why your registration didn't activate. So you should have defaulted to three years if that's the case.
I've had my tools for almost 5 years now. I believe all of mine are warrentied, as they are all listed on the website. The only thing I've had to have fixed was a charger that wasn't working, and the led light on an impact.. Nothing big really. Something to note though, is that the LSA agreement only applies if you use them for home use.. So, it's a 'commercial grade' tool, only warrentied for use at home.. Otherwise, it becomes a three year warrenty. I bought them for the LSA also, and found that out afterward. A little mis-leading, but it IS in the fine print, apparently. Another thing, the batteries are only covered by a LSA if bought in a kit, not individually. Just look at the package to see. So, If you need something fixed, just remember you only used that tool at home. I'm an electrician and they go through a lot, but they are all still working, including the batteries. My co-workers joke about them, but then when they try them, they are impressed. They are a tad bit heavier than the red or yellow, I think, but they are smooth and powerful. I'd stack them against other brands. Now, having said that, I (probably) wouldn't buy them again. They just don't seem to have the range of tools the other brands have. I've read and/or been told (Milwakee tool rep) that Ridgids parent company also owns Milwakee and Ryobi. So, if you need commercial grade tools, and are paying commercial grade tool prices, Milwakee offers more options, such as a cordless bandsaw. If you need occasional home use, Ryobi is ok for that. Why pay Milwakee prices for Ryobi use, unless you want the Lifetime warentee. Ryobi has a ton of tools, even a leaf blower. They had a rotary hammer before Ridgid! Remember though, Milwakee (and DeWalt) only have a three year warentee anyway, so it's the tool choices you're gaining. And, you'll be able to borrow someones batteries if yours run down. (Not many will take yours, if you're orange..) If you read the boxes, those tools are made in China anyway.
I'm most likely switching to Makita. Not the in-vougue tool these days, and even though the red and yellow are the popular choices, most people that use the green agree they are smooth, with lots of anti-vibration. IF Ridgid offered a cordless bandsaw, I'd probably stay loyal, but who knows when/if it'll come out?
Hope this didn't ramble too much, and sorry if these points were already covered, but nowadays registration online, quick, and fairly easy. But just know if you buy them for use at work, it is a 3 year warrenty anyway. Good tools, but but their main downfall seems to be selection, and the LSA confusion..

[RC_Columbia]

"Glad" to see I am not alone in dealing with a seemingly worthless LSA program from Ridgid.

My experience started in 2008. Purchased the Ridgid WTS2000L from local HD store and a Drill/Driver/Radio/Flashlight/Charger/2 batteries/case combo kit. I registered the products as requested and sent the store receipt in for proof of purchase. All was good until one of the batteries died. I contacted Ridgid and they could not find the registration information. The customer service agent advised they had converted to a warranty system and some information may have been lost. But they were able to tell me that based on the serial number of the dead battery, it would still fall within the 3 year default warranty. Local service center replaced the battery under the 3 year warranty. Fast forward a couple years later, the other battery died. But now the 3 year warranty expired. Ridgid would do nothing for me. I complained to the HD store where I purchased the tools. They were able to look up the purchase in their system and luckily the local tool department manager took a new battery off the shelf to replace the dead out-of-warranty battery. She suggested I just deal with the local HD store on future issues.

I have purchase several Ridgid tools since then - always registering them. I have considered switching but there is a reason to try and stick with one common battery type. I generally like the tools so I have just avoided the trouble of switching.

Then on 1/1/2020 I was in the local Columbia, MO HD store and picked up two Ridgid drill/driver combos. I went to register these the other day and now some of the items I had previously registered are no longer displayed and none of the receipts previously uploaded are there. I called Ridgid and tried to get everything straightened out. The Ridgid CS rep suggested I gather all the model and serial numbers and then call them back to get all the tools listed.

A couple of days later, prepared with all the model numbers and serial numbers, I called Ridgid CS and spoke with one of the reps. She read straight out of their book and said essentially - sorry, nothing they could do.

I then called the local Columbia MO HD store and spoke with the store manager. Just so happened the Ridgid rep was in his office. The store manager was under the initial impression that as long as I could provide proof of purchase (HD keeps credit card purchase details in their main system) I should be good. Whoops! The Ridgid rep corrected the store manager. Nothing could be done.

Given the LSA seems to be less than advertised, I decided to return the last combo kits I purchased. Before I drove over to the HD store, I pulled my Amex account detail for 2018 and 2019. Spent a little over $6,500 at HD in 2018 and about $3,700 at HD in 2019. When I returned the kits at the HD store, the manager was at the CS desk. Nice guy. It's not really his (or HD's) fault. I showed him my Amex spending at HD for the last two years. Made sure he knew one of their vendors is going to be the reason I rethink my purchasing decisions (we have a Menards and Lowes in town) going forward.

Footnote: After speaking with the HD store manager, he suggested I contact the HD Customer Cares group and see if they could work with Ridgid to "fix" this. All the HD Customer Cares rep did was get the Ridgid rep on the line. Repeated the whole story (twice - once to the HD rep and then to the new Ridgid rep). The Ridgid rep asked me if I had a copy of the LSA validation letter from Ridgid - FROM OVER 10 YEARS AGO!!!

So, returned almost $400.00 of tools to HD and am now looking for a new tool line to purchase going forward. I guess at the end of the day, if you like the Ridgid brand and are okay with a 3 year warranty; go for it. I think there are at least equal quality tools out there and at better price points as well.