Ryobi Tools review: String trimmer 1

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.