On July 3, 2024 I contacted Ryobi's Customer Service Department to find out how to make a claim for repair for my broken string trimmer. Because the nearest approved Repair Center is about 80 miles from my house, I was told that they would send me a Fedex label to ship the broken trimmer to the approved Repair Center.
On July 24, 2024, (21 days after my request for repair), I finally received a FedEx label. Why did it take 21 days for your internal Customer Service Department to enter my repair request into their computer system?
I had one of their Customer Service representatives help me upload the receipt into their computer system, so there should not have been any problems or rejection of my claim. It wasn't until the approved Repair Center contacted me to report that Ryobi avowed (inaccurately) that my string trimmer was "out of warranty" when, in fact, it was only two (2) years old and, obviously, still in warranty. On top of that, I had purchased an extended warranty with Home Depot that added another two (2) years.
It took another customer service person to re-enter the receipt into their computer system, at which time, they finally approved the repair.
Also, I understand from the approved Repair Center, that the problem is that Ryobi has told the repair folks that the part needed for the repair won't be available until DECEMBER 2024!
I find it highly unacceptable that a large corporation like Ryobi, with numerous customers and products, would not be able to supply the approved Repair Centers with the proper parts to repair items that are under warranty.
I am also extremely displeased with your whole repair procedures, which are inefficient, cumbersome, redundant and needed a customer service representative to shepherd the customer through the whole system. This is not good work and not good customer service.
SO... what's the status of my repair?
Haven't heard anything about it at all from anyone until I got an automatic email dated August 8, 2024, saying that the claim was finally approved, which is approximately 35 days from when I originally contacted Ryobi's customer service department about my broken string trimmer. Since then, I have heard nothing, and it is now August 18, 2024, another 10 days later.
Needless to say, I will be filing a complaint with the Better Business Bureau and any applicable State and/or Federal agencies about this incredibly poor service on the part of Ryobi (NOT the approved Repair Center which has been incredibly helpful).
Let me reiterate: The poor customer service is with RYOBI's Customer Service Department, not the folks working there, but the incredibly inefficient procedures that the Customer Service Department uses, and not the contracted repair place.
Desired outcome: Want my REPAIRED string trimmer!
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BTW, as of August 20th, I STILL haven't heard a peep about when the (expletive deleted) trimmer will be fixed. I actually had to go out and buy another one so I could get the (expletive deleted) Johnson Grass and clump grass cut down before it takes over the universe. Grrrr...
You’ve done an excellent job highlighting Ryobi’s incredibly frustrating and inefficient customer service process. Waiting 21 days just to get a FedEx label, followed by inaccurate warranty claims and a delay until December for parts, is beyond unacceptable. It’s clear that their system is broken, not just the trimmer. Filing a complaint with the Better Business Bureau is a smart move, as Ryobi needs to be held accountable for this kind of service — or lack thereof. Hopefully, they get their act together and provide the support their customers deserve.
The only reason why I got a FedEx label is because I called them up and yelled at them. Of course, now I'm probably labelled as a "Karen", but for cripes' sake! Why do I have to do that?