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Forum topic by Don K. posted 04-18-2009 06:38 PM 3155 views 0 times favorited 19 replies Add to Favorites Watch
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Don K.

1075 posts in 2787 days


04-18-2009 06:38 PM

After reading the nightmare going on with Laguna, then reading the exact opposite with Delta customer service, I was wondering if anyone has had any problems with Ridgid tools customer service ?

This is not a rant, or trashing Ridgid (and NOT saying the Laguna topic was).....I actually like Ridgid wood working tools. They are not the highest of quality tools, but for the price and preformance….They are worth the money.

While Ridgid has a darn good warranty, (Three years, then a life time service agreement)....when they first got into woodworking tools, they actually had a “Unconditional LIFETIME warranty” this was during their all gray color days and before they went orange.

Now the problem, I have a few Ridgid tools….a older contractor saw that I upgraded with a good fence system and has been basically trouble free, and a older radial arm saw (also a few other Ridgid items)...now when I bought these two tools they came with a “Unconditional Lifetime Warrenty”.....the stickers that make this claim are still on the frames of these two machines. The radial arm saw is around ten years old and is showing its age from almost ten years of daily use, the bearings and bushings are worn through out the machine making a true straight or even cut impossible. I have e-mailed Ridgid several times on this topic and have yet to even receive a reply.

Has anyone had any dealings with them or had this problem ? When I bought these machines….I was seriously considering higher quality/priced units, but thought “Hey, you can not beat a Unconditional lifetime warranty”

I realize Ridgid stopped making a Radial arm saw several years ago, and also no longer do a unconditional life time warranty….but would hope they at least still have parts for it in stock to be able to honor their past warranty’s. I have looked on-line trying to find parts to rebuild it myself…but have struck out there also.

Any suggestions on how to handle this…has anyone had any dealings with them ? As I said, NOT a bash Ridgid topic….after ten years of daily use I fully expect things to wear out. And while I would be ticked off if they no longer honor their OLD warranty…a simple reply to my questions would be nice.

-- Don S.E. OK


19 replies so far

View tyson's profile

tyson

43 posts in 2845 days


#1 posted 04-18-2009 06:47 PM

on my topic (delta customer service) they no longer make the model saw that i have but found the same part on a newer model, maybe the berings you are looking for may still be in ridgid,s stock for different machines,
worth a try.

-- a truly wise man never plays leap frog with a unicorn

View Don K.'s profile

Don K.

1075 posts in 2787 days


#2 posted 04-18-2009 07:19 PM

I hope your right tyson. I am not asking for a new machine, refund etc. or even for them to come fix it. I just want to be able to fix my trusty old radial arm saw lol. And while I would hope they would honor their old warrantys…at this point I would more than willing to buy the parts needed (can’t be that much for a few bushings and bearings). I just wish they would answer me.

Many woodworkers no longer buy radial arm saws….and many companys have stopped making them all together, but I LOVE mine and use it daily (Or did untill it wore out)

-- Don S.E. OK

View John Gray's profile

John Gray

2370 posts in 3346 days


#3 posted 04-18-2009 07:35 PM

Try calling their customer service # I did and got a pleasant quick response, had the part in 2 days.
1-866-539-1710

-- Only the Shadow knows....................

View Jim's profile

Jim

245 posts in 3105 days


#4 posted 04-18-2009 07:36 PM

Keep in mind that the Ridgid Lifetime Warranty is only available to the original purchaser and only if you apply for the lifetime warranty within the first 90 days (I ‘m not certain the actual number of days but I think this is correct). If you aren’t the original purchaser and/or don’t register in the first x days … you’re hooped. If you do register properly, they do honour the lifetime warranty and I’m pleased with the service. I’m really happy with the fact that the batteries with their cordless tools are also covered by the lifetime warranty! Most of my shop are Ridgid tools and I find the quality is very comparable to my Dewalt tools, and superior to the Delta tools that I’ve been gradually replacing.

-- Jim in Langley BC Canada --- www.sollows.ca

View Don K.'s profile

Don K.

1075 posts in 2787 days


#5 posted 04-18-2009 07:56 PM

Thanks guys, yes, I am the original owner.
I called once and was told they would call back, they never did. Not complaining, those things happen. I have only e-mailed them since and have never got a reply. I was planning on calling again monday to see if I can get anywhere.

Again, thanks for the reply’s, good to hear they helped out so quickly, I am sure my problem is just one of those things that slipped throught the cracks. I was just asking to see if anyone “Has” had problems or not to see if it was even worth my trouble to try and resolve this. As I said, this is a ten year old radial arm saw that I have gotten MORE than my moneys worth out of for the money I paid, but everytime I think to myself “Just break down and buy a new one” I see that “Unconditional LIFE TIME warranty” sticker in my head :) lol.

-- Don S.E. OK

View knotscott's profile

knotscott

7208 posts in 2836 days


#6 posted 04-18-2009 08:05 PM

Don – Be sure to write down names (ask them to spell it for you even if you know how), times, dates, and keep track of your email correspondence. This info may amount to nothing, but if the person on the other end of the phone knows you’re keeping track of basic information it may be a little incentive for them to follow through.

If you get no CS satisfaction through Ridgid, you might find that the Emerson made Ridgid RAS was made under other names like Craftsman….some of the parts might be interchangeable.

Good luck!

-- Happiness is like wetting your pants...everyone can see it, but only you can feel the warmth....

View Don K.'s profile

Don K.

1075 posts in 2787 days


#7 posted 04-18-2009 08:38 PM

Thanks Knotscott,
I knew that they use to make Crafstman for sears then broke off to make their own…(but I plain forgot, opps)
If I can not get any service through Ridgid or even the parts anymore, I will hit sears. While Ridgid put their own upgrades on the tools (Differing safety shields etc) the basic tool is the same as Craftsman’s older better tools (you basicly can tell no differance between my Ridgid table saw manual and a older Craftsman manual). Thanks again for the advice !!!

-- Don S.E. OK

View Peter Oxley's profile

Peter Oxley

1426 posts in 3335 days


#8 posted 04-19-2009 06:35 AM

Call them. I have had hit-and-miss response from email, but they’ve been helpful over the phone.

I’m a little nervous about the Lifetime Service Agreement … the registration on one tool still hasn’t been confirmed after almost two years. And the only local authorized tool repair location is horrible – I would never buy anything from them, so I’m wary about having them service my tools.

-- http://www.peteroxley.com -- http://north40studios.etsy.com --

View PurpLev's profile

PurpLev

8523 posts in 3109 days


#9 posted 04-19-2009 07:11 AM

as stated here already – their lifetime warranty requires that you register your machine with ridgid within 90 days of purchase. a rather very specific registration process, but nothing that isn’t done by other manufacturers.

I logged into their website while registering my table saw, and when I emailed them I received a response within 24 hours. I was also asking about parts, and was told to call their service support line. I know some others that have also a very pleasant experience with Ridgid customer service (parts are coming from Gardner – gardner.com I think) and they are also very helpful. if you are looking for parts, you can also try contacting Gardner directly or call the Ridgid support #.

EDITED: I just checked, it’s actually https://www.gardnerinc.com/

-- ㊍ When in doubt - There is no doubt - Go the safer route.

View Don K.'s profile

Don K.

1075 posts in 2787 days


#10 posted 04-19-2009 08:33 AM

PurpLev, All of the ridged tools I own are registered, and show up on the “My Notebook” or what ever it is called on their web site when I log in. My Oscillating sander and shop vac show date of purchase and expiration dates (their three year warranty) but under my table saw and radial arm saw it says “Lifetime”.

As I said when these two were bought (Gray tool days), Ridgid had a “Unconditional life time warranty”. When I bought them, I asked the sales rep about it and he (A home depot employee) said, “That machine is guarantied for life, do not even need a sales receipt. If it breaks, just bring it back and we will replace it”

Obviously he had no idea what he was talking about, because Home depot said contact Ridgid lol.

Thanks for the Gardner tip, If I can not get anywhere Monday with Ridgids C.S. I will try it. If that does not work I will try Craftsman (Sears) like Knotscott said. AND if that does not work…to heck with it, I will buy a new one…(always wanted a 12 inch Radial anyways lol)

-- Don S.E. OK

View woodworm's profile

woodworm

14164 posts in 3051 days


#11 posted 04-19-2009 09:15 AM

I like Ridgid Oscililating Edge Belt/Spindle Sander (2 in one sanding machine).
Thanks.

-- masrol, kuala lumpur, MY.

View Don K.'s profile

Don K.

1075 posts in 2787 days


#12 posted 04-19-2009 09:43 AM

I love mine woodworm, for the price it can not be beat. And I love the tilting bed…makes it VERY handy !!!

-- Don S.E. OK

View tooldad's profile

tooldad

660 posts in 3175 days


#13 posted 04-19-2009 09:47 AM

Dont use the small/non drum end of the belt to sand on. Several of my students did that and now our machine is only a drum sander.

View Steelmum's profile

Steelmum

355 posts in 3423 days


#14 posted 04-19-2009 01:48 PM

I have the Ridgid Edge Belt/Spindle sander. I did have the motor replaced. I just called for an authorized repair location. He said they will fix the original machines once. The reason for the change is the company was bought out.

-- Berta in NC

View dustmaker's profile

dustmaker

38 posts in 2908 days


#15 posted 04-20-2009 10:28 PM

If you have to buy parts. I have ordered ridgid parts from www.ridgidparts.com or from toolbarn.com. But I have never had a problem with there authorized repair center. Which I am lucky and have one located in my home town. Check to see if there is a authorized repair center close to you.

-- Dustmaker, Kansas

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