Ryobi

I purchased a full set of Ryobi outdoor tools. They have been unreliable, and Ryobi goes out of its way to ignore warranty claims.

LAWNMOWER

My Ryobi lawnmower stopped worked after about 3.5 years.

It has a five year warranty. When I called Ryobi, they asked for the serial number. That number was printed on the side of the mower, exactly where rubbing against grass would rub it away, AND IT HAD. Poor design, for which the customer pays the price.

Alternatively, they wanted a receipt. I called Home Depot (which is the only place that I buy such things), and Home Depot could not provide a receipt.

HOWEVER, this mower model was only manufactured starting in 2019. It is 2023. Any idiot can immediately tell from that information that it must be within the FIVE year warranty period.

Still, Ryobi refused to honor the warranty on the phone.

So, I drove it an hour to an authorized Ryobi repair shop. The repair shop told me that (1) the location of the serial number on that model is horrible (it is worn off every one they see), (2) they see a lot of that model returned due to poor design, and (3) it was obvious that it was within warranty because it had not been manufactured for long enough for ANY of that model to be out of warrant.

The repair shop got Ryobi to agree to replace it with a current model.

After FOUR WEEKS, I called the repair shop because I had not received the replacement. It was summer, and my lawn looked like a jungle. It took the repair shop a week to hear back from Ryobi.

They said that the replacement order had mistakenly been "lost." It took another week or so to get the replacement.

A reasonable company would never have questioned the warranty period of a mower model that had been manufactured for just over 4 years which had a 5 year warranty.

However, Ryobi is not a reasonable company. Read on...

BATTERY

An expensive Ryobi battery for garden equipment failed. I phoned Ryobi to make a warranty claim.

On the first call, I was put on hold over over any hour, and no one ever picked up the call. That's horrible.

On the second call, I selected the option for Ryobi to call me back.

After two weeks, I received no response.

On the third call, two weeks later, I again selected the option for Ryobi to call me back. Again, after another two weeks, I received no response.

So, I sent a certified letter to Ryobi's legal department explaining the situation and asking for a call. Well over a month, and still no response.

Apparently, Ryobi does not accept calls regarding warranty claims on batteries, although they say they warranty their batteries.

It is outright dishonesty and deception. It is an unethical business practice to warranty a product and, at the same time, repeatedly failed to response to calls or letters about a warranty claim.

CONCLUSION

Ryobi is an untrustworthy vendor.

They say that they warranty their products, but when a product fails, they either respond unethically or simply fail to respond.

This is a company to avoid.

Good morning Jewel Bowen

Thank you for your email reply.

My issue is the repair facilities do not like to submit the necessary documents for replacement.

I took my mower to Able and Willing twice which is an authorized repair facility.

The first time it took them so long to schedule me the mower started functioning properly.

The second time I took my mower they realized that my issue was accurate.

After further evaluation they reported that it was a manufacturing defect and there was anything they could do to correct the issues.

The Ryobi Customer Service directed me to take it to a RLC repair facility at Home Depot.

So I am following the instructions.

This does not do anything to solve my issue with me experiencing issues with my mower and my grass in my new community looks a mess.

I spent a lot of money on Ryobi products to have most of the lawn care products.

I like my mower but I don't like not having a functional mower.

Most of all I don't like the inconvenience of not having a mower to take care of my lawn care.

I don't need my mower to continue to go through repair facilities which is a burden to me.

The solution to my issue is that someone with authority needs to step in and demand to send me a replacement to allow for me to continue with my daily functions.

Ryobi can keep the defective mower and send it back to research and development for future upgrades and improved features.

Why does it seem so hard for someone to issue me a new mower and let me go on with my life.

My option is not to rent a mower until a decision is made on the one I own.

I have already bought and paid for the mower of my choice.

I thought the warranty that was issued was sufficient to cover any problems in a timely manner.

I have been without my mower an equivalent of 6 weeks thus far with two different visits to repair facilities.

It took me a long time to get my mower fixed for this very reason, the delay or time consuming delay of having a functional mower.

I am a dissatisfied customer and I would like action now.

I am unable to contact the corporate office to solve this issue myself.

Please have someone with authority to receive my correspondence.

Thank you and do have a blessed and peaceful day,

.

On Tue, Nov 22, 2022 at 5:20 PM RYOBI Tools Support wrote:

Dear Steven,

Thank you for contacting RYOBI.

I am very sorry for that inconvenience. The repair timeframe will depend on the issue your mower is having, the parts that are needed and the workload of the service center.

If you took the mower to Home Depot then you can contact their repair center at 855.284.3349 for updates on the repairs.

I hope this helps!

Thank you for choosing RYOBI. If we can be of further assistance, please feel free to contact us again by calling in at 800.525.2579 Monday through Friday from 9am to 6pm EST. You can also contact us via text, email and live chat Monday through Friday from 9am to 6pm EST. Thank you again for choosing RYOBI and I hope that you have a wonderful day.

Sincerely,

Jewel Bowen

RYOBI Digital Support

From: stevenjuanita707@***.com

Sent: Tuesday, November 22, 2022 10:43 AM

To: ryobi@***.ryobitools.com

Subject: RYOBI Customer Service [001012]

RYOBI

RYOBI Customer Service

Ticket Information

Name: STEVEN L.

PARKER

Email: stevenjuanita707@***.com

Model Number: RY401015US

Serial Number: KC21164N030072

Subject:

UNDATE OR REPLACEMNET INFO NEEDED

Message:

Invoice No.

H0248-26****

Repair Ticket No. 981840****638****

Hello to Ryobi Inc., I am very frustrated and at awe with the process of getting my mower repaired or replaced that is under warranty.

I have taken this to an authorized service center twice to no avail for a little over two weeks.

Now it is in another Ryobi repair facility and it been three weeks.

If I would have know about this process before purchasing multiple lawn and garden equipment I would not have spent over a thousand dollars for your products.

I am almost ready to count my loss and sell all of your products and purchase EGO products which is ranked #1.

My neighbors saw me using your products so they invested as well.

It is hard to tell them about the warranty and repair facilities lack of good customer service.

I can be contact at:

Steven L Parker

(301) 717-****

stevenjuanita707@***.com

Thank you for investigating my concern

I loved my Ryobi lawn tractor until the blades wouldnt engage at start of 3rd season. After waiting several weeks for parts, one month later Ryobi has yet to authorize the shops request to authorize warranty repairs.

Both Ryobi website chat and text dysfunctional for past month. I reached customer support by phone and was assured everything was taken care of.

They emailed a customer satisfaction survey immediately afterward, which didnt work either. Called customer support again; he said nothing he could do, the warranty people need to authorize it, and the shop says Ryobis website isnt working.

Now I need to RENT a damned mower for the 3rd damned time while they figure this out.

The P2008 has a ridiculous string cutter. After a short time in service, it falls off, and can't be found.

To replace a 2 dollar part, you are forced to order a whole new guard at $18.00 and pay a high freight to get it here in 2 weeks. Mine replacement is on back-order. I can tell by your silly website that it is a very popular item, as it shows 1st on the parts list for that model. I have been waiting 2 weeks to find out it is on back-order.

For such a popular part, you would think your stock would be strong on this item. My suggestion is to rivet the line cutter to the guard so that it stays on all the time. I have 7 Ryobi tools, and will buy no more in the future.

Ryobi needs to get it together. And please don't blame it on COVID-19, I tired of hearing that excuse.

Purchased it new from Home Depot about a year ago had it about six months before before using it battery fully charged came to mow small yard .It worked once and as not worked since its like brand new .Took it back to Home Depot they could do nothing because I had owned it for one year they admitted it looked brand new .Have talked to Someone else and they had same problem with one after second one was the same they were give the money back It is a very poor product and would not recommend it to anyone.There customer service is just as bad left a message saiid would return call with in 15 to 20 minutes never came .I have other items of there products and they are ok but after this I will never purchase another thing .Poor quality and worst after sales help .

Have both a 14" and 16" Ryobi Chainsaw. First the 14" Chainsaw leaked bar oil all over workshop tabletop.

Found the tank had emptied after storing but could not visibly establish where the leak was coming from and could not reach Ryobi as it was a weekend.

Used my 16" and stored that. Same thing. Called Ryobi, reach them. They gave the location of a "repair center" (Home Depot), said both were still under warranty and no charge if a covered defect (it is if believe the videos and complaints on the internet showing a tube that disconnects)

Brought both to Home Depot, was charged $31.82 Per Unit (which they explained was refundable if found to be a manufacturers defect) and then said I should have them back in about eight weeks.

Not very convenient considering that will be in December.

I purchased these for convenience and to avoid down-time associated with repairs but given this experience it's clear this achieves neither. Better off returning to old fashioned fuel powered equipment purchased locally where service takes is a week. For me, this is an inconvenience. In addition, I realize now, fuel powered are more reliable, last longer, and you can have them serviced in the off season unlike this hassle not one, but both Ryobi chainsaws.

I've had good experiences with battery issues/replacements, but this (being that it's both chainsaws is not acceptable) Appears to be a defect.

They should have replaced them for me and reconditioned the defective ones so I could complete my seasonal work in the season. I own quite a few of their products.