Ridgid customer services comes through again

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Forum topic by Sandra posted 10-15-2015 12:27 AM 1138 views 0 times favorited 14 replies Add to Favorites Watch
View Sandra's profile


7207 posts in 2219 days

10-15-2015 12:27 AM

I bought my Ridgid R4330 in September 2012, and paid $399 Cdn at a big box store.

I’m a hobbyist, but after getting the planer, I completely stopped buying dimensioned lumber and planed down rough lumber I bought on Kijiji or from local mills. The planer saw decent use. It was easy to use out of the box and I never had any issue whatsoever with snipe after adjusting my infeed/outfee tables. Like all lunchbox planers I’ve read about though, it was LOUD.

About 1 1/2 years into owning it, I nicked a blade and decided it was time to flip them. I had an awful time trying to get out the hex bolts that hold the blades in. After a lot of suggestions from fellow lumberjocks, I contacted Ridgid and they told me where the nearest service centre was. I live in a rural province, so the drive was an hour each way, meaning I spent a fair amount of $ on gas. Nevertheless, the blades were flipped, the bolts were sprayed with some type of anti-seize stuff, and I got my planer back in great shape.

Fast forward to this past weekend. I’ve been making hundreds and hundreds of clothespins and have been using my planer heavily. I use hardwood flooring, cutting the finish off on the bandsaw and then planing the boards down.

By this weekend, the deafening screech of the machine was unbearable, so I decided to switch out the blades.
(Shelix cutter heads are $650-900$ in Canada). AGAIN I had issues with the bolts. Finally got them off and changed the blades. I’m a reader of instructions and was very careful to make sure the blades were on the pins properly and tightened down the bolts. After I was done, I turned on the machine to let it run, and everything sounded great.
I started running a board through, and BANG!! Thankfully I’ve used the planer enough that I hit the off switch without even looking. Here is some of the stuff that shot out and landed around me and the planer

It scared the stuffing out of me. I knew that was the end of the planer, because there is damage inside and no telling where shards of metal are lodged. I sent an email to Ridgid, but genuinely expected some comment about getting it to a service centre or some such thing.

Last night, I found a Dewalt 735 on Kijiji and bought it for $450.00 which was a great deal

And lo and behold, I got this nice letter from Mr Chip Winchester this morning.
(cool name)

Dear Ms. XXXXX,
I was recently forwarded your email about the trouble you had with your R4330 planer. I will be happy to exchange your planer for a new one. What was the date that the blade broke?
If you will email me your shipping address and phone number I will have a new planer shipped to you. Separate from the shipment I’ll have my administrative assistant mail you a letter with information on how to ship your planer back after you receive the new one. There will be no cost to you for shipping.

Let me know if you have any questions.

Thanks and best regards,

Chip Winchester
Product Safety Manager
Techtronic Industries Power Equipment
Phone: 864-964-3270
Fax: 864-964-3317

So there you have it. They said there was a lifetime guarantee and they honoured it. I consider that to be excellent customer service and I’m now the owner of TWO planers….

-- No, I don't want to buy the pink hammer.

14 replies so far

View DIYaholic's profile


19656 posts in 2818 days

#1 posted 10-15-2015 12:33 AM

Good to hear that Ridgid is standing behind their product….
Great to know that no one was injured!!!

-- Randy-- I may not be good...but I am slow! If good things come to those who wait.... Why is procrastination a bad thing?

View tyvekboy's profile


1807 posts in 3157 days

#2 posted 10-15-2015 12:40 AM

I think you’re going to like the DeWalt 735 much better. Hope you have good dust collection as it really kicks out the chips. I use mine a lot. I think the blade will be a lot easier to flip/change.

Remember not to take big bites with your planers. Also, don’t forget to use ear protection when using them.

Good story on Rigid’s customer service.

-- Tyvekboy -- Marietta, GA ………….. one can never be too organized

View Sandra's profile


7207 posts in 2219 days

#3 posted 10-15-2015 12:45 AM

Thanks Tyvek – So far so good with the Dewalt – my shop vac with Dust Deputy seems to take care of the chips. Far less mess than with the Ridgid. I use foam earplugs and good ear protectors over those.

-- No, I don't want to buy the pink hammer.

View DocSavage45's profile


8699 posts in 2986 days

#4 posted 10-15-2015 01:39 AM


Sounds great! I might start looking more seriously into Ridgid tools with a story like that!

Now you can run twice as much stock. LOL!

-- Cau Haus Designs, Thomas J. Tieffenbacher

View CFrye's profile


10419 posts in 1983 days

#5 posted 10-15-2015 01:40 AM

That is wonderful news, Sandra! Congratulations on TWO planers in the shop! Always good to have a back up (as long as there is room).

-- God bless, Candy

View jonah's profile


1841 posts in 3442 days

#6 posted 10-15-2015 02:27 AM

Good for TTI for coming through for you. Amazing how few companies get that wowing customers with service leads to more and bigger sales.

View Monte Pittman's profile

Monte Pittman

29870 posts in 2482 days

#7 posted 10-15-2015 02:40 AM

It’s definitely good to hear when a company backs their products. Seems rare nowadays.

-- Nature created it, I just assemble it.

View Boxguy's profile


2738 posts in 2411 days

#8 posted 10-15-2015 05:22 AM

Sandra, sell one of the planers and buy a helix head, or sell both and buy a Powermatic with a helix head. It will be a worthwhile investment if you a planing as much wood as it seems. You won’t believe how much more quiet it is and what a fine job it will do on curly wood.

-- Big Al in IN

View Sandra's profile


7207 posts in 2219 days

#9 posted 10-15-2015 09:35 AM

Big Al – Up here in the great white north, I would have to sell 4 planers to be able to buy a helix…. Good idea, though.

-- No, I don't want to buy the pink hammer.

View Don Broussard's profile

Don Broussard

3664 posts in 2395 days

#10 posted 10-15-2015 12:37 PM

Happy to hear Ridgid honoured their warranty on your knife thrower.

-- People say I hammer like lightning. It's not that I'm fast -- it's that I never hit the same place twice!

View a1Jim's profile


117234 posts in 3721 days

#11 posted 10-15-2015 12:48 PM

I wish all tool companies offered such great customer service.

-- wood crafting & woodworking classes

View bigblockyeti's profile


5224 posts in 1864 days

#12 posted 10-15-2015 01:18 PM

That’s odd the blade would fragment itself like that, especially after you so carefully paid attention to the directions. Personally I would rather have quality with no warranty than a great warranty on something that could potentially hurt me.

-- "Lack of effort will result in failure with amazing predictability" - Me

View Sandra's profile


7207 posts in 2219 days

#13 posted 10-15-2015 11:04 PM

The only possibility I can think of yeti is that both times that I had difficulties with the hex bolts, the solution including drilling one and using an extractor. Perhaps in doing so, there was damage to where the blade is held. Other than that I’m at a loss.

I’m not saying that I would run right out and buy another one, but it served me very well and Ridgid customer service has been top notch.

-- No, I don't want to buy the pink hammer.

View Doe's profile


1415 posts in 2974 days

#14 posted 10-15-2015 11:26 PM

That is a really comforting story—customer service is alive and living at Ridgid. Thanks for sharing.

-- Mother Nature talks, I try to listen

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