Complaint Review: Ridgid - Elyria Ohio

 Lifetime Service Agreement problems

06-03-2019, 07:40 PM   I just sent this letter to Ridgid over a week ago (with NO response):

My wife, rest her soul, bought me a Ridgid 1/2" 24 volt R851150 cordless drill for Christmas some years ago at Home Depot in Santa Fe, New Mexico for about $350.

I immediately obtained your Lifetime Service Agreement (LSA # 2553715) and card. 

I loved that drill and every time I use it, it reminds me of our love, and how she supported me in my hobbies even though it took time away from her.

Over the years, I purchased 3 more 24V batteries, as there is no power at my cabin and I need to have enough batteries to work remotely. In fact, I just purchased another battery on craigslist for $50 this February, so I had plenty of batteries.

Almost 2 months ago, I sent my drill (with a new battery) in for repairs thru Home Depot because the trigger switch was intermittent. For all I know, it might have been dirty and easily cleaned, but I didn't want to void the LSA.

After 6 weeks waiting for their call, I began calling Home Depot's repair facility, who had repeatedly told me that they were awaiting "authorization" from Ridgid. Last Friday, I called again, expecting to hear the same thing but was told that my drill had been repaired or replaced and sent back to Home Depot so I went to get it.

To my surprise, Home Depot attempted to give me a 18V drill that was new (model# R86116K), but not my drill, saying that Rigid had sent it as a replacement. I refused to accept the new drill as a replacement and did not sign for it. I left the new drill at Home Depot.

I then asked for my original drill back but the repair facility said it had been thrown out (along with the new battery I had purchased 3 months ago). The trigger switch would have cost $34. I really wish I had never sent it in but instead fixed it myself, or that Ridgid had spent the $34 to repair the drill and that the repair facility had told me what they were planning to do.

How is it a replacement if my investment in batteries of $260 cannot be used?

How is it a replacement if it is 18V and not 24V?

How is it a replacement if the new drill has worse ratings when compared to my original 24V drill?

How is it a replacement when it has a slower charging rate?

How is it a replacement when the original drill cost $350 and the replacement costs $119-$139?

How is it a replacement if it I must give up my "lifetime" contract with you in favor of a 3 year limited warranty?

When purchased, my drill cost TWICE the price of your competitor's drills, meaning that half of the original drill's cost was seen as the value of the Ridgid Lifetime Service Agreement.

Why did Rigid hide that fact that my drill could not be repaired (not believable-I located the part online) and that a different drill of much less value would be substituted, causing me to drive 45 miles to find this out?

What will Ridgid do to comply with their Lifetime Service Agreement, which states "This unprecedented protection covers all defects in workmanship or materials and normal wear items for the lifetime of the original, registered tool owner." Further, the LSA states switches are one of the items covered.

I bought a Mustang with a lifetime service agreement and Ridgid wants me to accept a Pinto with a limited service agreement as a replacement. Worse, my Mustang has already been scrapped without my permission.

Ridgid seems to have changed their service agreements to be more limited, but my service agreement is not limited.

The is is not acceptable. I want my original drill back. I'll fix it if you won't.

BTW: The Home Depot repair order was H3503-105603 on 4/11/19.

• Pro Service Senior Member                    
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    #2 06-04-2019, 08:36 AM Good luck because this place is a dead end with blind eyes.
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• CWSmith Senior Member                    
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    #3 06-04-2019, 11:24 AM Well, I know it's sort of "harping" on my part, but I would NEVER let Home Depot handle a repair on any tool that I owned. From my experience, they are almost totally incompetent to handle anything. Who knows if they even sent the tool in for repair, of if they just lost it?
  
  First, I'd ask for the contact information on the repair center! I'd also call Ridgid Customer Support, explain your predicament to them and see what kind of response you get. They can verify your drill registration and let you know whether it has been repaired, and/or what may have happened to it.
  
  Finally, your 24-Volt tool and its battery should well have been repaired with no hassle. Did you talk to the store manager about where you tool is, or just one of the "orange aprons", who seem from my own experiences to not only be ignorant, but almost trained to just give you any answer... usually false!
  
  Lastly, I would NOT hesitate to file a complaint with your State Attorney General's office. Short of receiving a legitimate explanation from any of the inquiries that I suggest, I think legal action should be taken against Home Depot, specifically against that particular store, but overall to HD headquarters.
  
  Personally, I find this kind of thing deplorable and certainly no way any company should be conducting business. From my own experience with Ridgid, that kind of thing should not have happened. Home Depot.. YES, but not expected with Ridgid. Perhaps I am wrong, but I Home Depot has never earned my trust, quite the opposite!
  
  You should always handle your service directly with the authorized service center; it's quicker, cheaper, and far more reliable!
  
  CWS
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• jaftwo Member                    
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    #4 06-04-2019, 03:45 PM   Can't believe a company would risk the bad publicity they get from episodes like this happen! Ridgid should have been able to get a trigger switch, even if it's used (or at least communicated with you so you had some options.)
  
  Makes one think twice about investing in a tool line when things like that happen.