I am posting here as a last resort. It is my hope that someone will respond and provide me with some direction or resolution.
May 13 I took my 13" Rigid Planer into my local service center for the replacement of the cutting head.
It is now September 9th and I still do not have my planer back.
I was patient for the first two months and gave the repair technicians the time they needed to repair the tool.
On the third month (august), I was a bit more vocal and insisted they have the tool fixed as I am gearing up for a few jobs that need to be executed starting September 1st. They told me that it would be completed that week. I left it alone for a couple weeks.
The second week of August, I called the service center for an update, expecting that I could just swing down and pick up my tool ready to go. They are not even picking up the phone. When they do, I get to talk to someone low in rank, who has no idea of the repair. The manager/owner is always conveniently tied up or out on a "job site". I have called numerous times in the last three weeks, it is almost laughable at this point. Not even the courtesy to return a phone call.
ON august 25th, I went to the customer service toll free number in hopes that they could speed up the process. They called the service center, got the same results as I was getting... no answer/returned phone calls.
I finally thought I was getting somewhere, having Ridgid on my side. They would make something happen...
Nope. It is September 8th. For the past two weeks, I have been waiting for a resolution or even just a call back from the rep I was dealing with to update me on what is happening. I have the rep's name and specifically ask for her as she is familiar with my dilemma. My calls are now going straight to voicemail or she has conveniently stepped away from the phone.
Why am I posting? It is my hope that someone in the corporate giant of Ridgid will listen and get me my planer back. Stop giving me the run around, get your service centre back in line. These people represent you and are doing a poor job.
Your positioning statement is "We build reputations"... your right, one for bad customer service. I have a shop full of Ridgid power tools and this frightens me.
Administrator, please pass this on to someone who can make something happen.