I have been a long time supporter of Ridgid, and have many thousands of dollars of their tools. I have been an active member of this forum since 2006. I have led many of my friends and co-workers towards Ridgid. Many people reading this post have probably read some of my other posts.
I am very organized by nature, and registered all my tools long before their individual dead lines. I mailed in the UPCs, and copies of the reciepts. Everything was recorded online, and all was in order. The digital program showed that my tools were registered and I was covered under the LSA warranty.
The new dashboard version came along, and suddenly many of my tools were "downgraded" to 3 year warranty status (which is well past it's expiration date now). Also, a good section of my tools were missing altogether. I thought this strange, and figured it was merely a computer error or some such thing.
I used the dashboard customer service software to see what was going on. Basically I was told by an agent that I didn't register my tools properly (some tools 6 years old) and the receipts were never sent in. They told me I have to "apply" to have my tools covered under the LSA. I need to be "reconsidered" and then a warranty officer may "grant" me the LSA.
I replied that this could not possibly be the case. Could they check their previous records and get back to me.
Same response from Ridgid as before. You must re-apply to even be considered.
This upset me. I have been very loyal to Ridgid, and I felt I was being messed around. I sent all the paper work in years ago, and I was told everything was recieved via the previous dashboard. Why are many tools missing? Why is my warranty no good? Why do I have to apply to be considered for a program I am already a part of?
I asked, politely, for a phone number and extension to call. I was told not to call, as there was no phone number to call. I must use the program.
I tried again, and same response. Basically I was told this time: tough luck and reapply.
I asked more questions via the program, and was told that no other response can be given.
How can this be? What happened to the Ridgid that used to be? Customer service that would TALK to their customers? My issue is important (at least to me) and I am being shrugged off. I am not being unreasonable. I am asking to speak with an agent regarding my warranty issues so I can have the issue resolved. I want to know what has happened to my account.
What in the world is going on? I feel very let down by a company I thought cared about it's customers.