Ryobi Tools review: Poor customer service support

I am writing to you because I seem to not be able to get any straight answer from RYOBI's customer service team there in Anderson, South Carolina or wherever they are located. My latest problem started back in May of this year when I called and asked for an authorized repair shop for my then RY401011 model push mower that was then under warranty. I was given the name, The Tool Shed in Fayetteville, North Carolina which was more than 103 miles one way from home in Pamplico, South Carolina. I elected to drive it there then ship it. As a senior citizen in my seventies, I drove the move more than two hundred miles round trip on the USA Memorial Day, Monday, May 29, 2023 at the request of the repair shop owner. After multiple attempts of trying to reach the shop owner over the next several weeks to find out about the status of the repair and couldn't reach him and he not returning any calls. I called the RYOBI customer service the [protected] option 4, option 4 and sometimes were able to leave my number for a callback for and asked for help in trying to reach the shop owner at The Tool Shed. After multiple attempts, Techtronic Industries supervisors decided that since my lawnmower was still under warranty and fixable that they would send me a replacement lawn mower. Keep in mind this is now July and my lawn hasn't been cut since May and I don't have a typical neighbor yard, I have something like 2.25 acres and a neighbor knocking on my door asking if I am okay because I haven't cut my grass.

Well, when the new mower arrived, I was surprised to see that it wasn't the same model as my old model. but nonetheless I proceed to unpack the mower. As I pulled the mower out of the box the right plastic rear wheel just started breaking apart. I immediately contacted RYOBI as the inspection instructions stated. And this is where my new headache begins. First, I was told there is no part number for the rear wheels and then you are told there are no replacement wheels. Then I go on the Internet and searching for wheels that will fit a RY401017 model and there are claims out there but they don't fit. Then weeks later I called RYOBI and asked for a supervisor and said all I am asking is for a return label so I can ship this lawn mower back to you for a replacement since you don't have a wheel. He came back very forcefully and, "I was told we are not going to replace that lawn mower just because of a wheel." You will just have to wait until they produce that model again so they can send you a wheel. And he had no timetable when that would happen. Then I got an email from digital support that confused me and stating that they had provided product number to Gardner which later confused them. They had provided Gardner with the product number a rear wheel replacement for this particular model that was supposed to be a fit. So, I bought the wheel from Gardner, and it truly did not fit. I provided Gardner with pictures of wheels for their records and for proof in crediting my refund.

When am I going to get this wheel issue resolved?

One final thing, yesterday afternoon, I called the phone number above and was put on the endless loop "your call is important to us..." of hold way past the office hours. Yes, I just wanted to see if anyone would ever pick.