Back in March, I got 5 One+ LiOn batteries, a couple of chargers, and a LiOn tool kit. Last week one of the battery packs started not holding a charge, so I checked with Ryobi to verify what to do for a warranty claim. They told me to contact a local authorized service center for the claim. I called the shop that I have been dealing with for years and they told me to bring in the pack, charger, and the tool I was using. Fair enough, even though I already knew this pack had a couple of bad cells in it. Five minutes after coming off the charger, the voltage was 13 volts. Anyway, I packed up the equipment and did the 10 minute drive to the service shop. The technician looks a the stuff and without checking anything, promptly tells everyone that I "blew" the battery by using it in a non-LiOn tool. The tool I brought with me was the One+ Spotlight as it will drain a battery faster than any of the other 18 or so One+ tools I have. The spotlight is essentially a car halogen headlight in a pistol grip. I replied that Ryobi specifically advertises the cross compatibility of the One+ line and that they told me to bring it in. The tech. basically said I was all wrong and he had seen other "blown" LiOn packs after being used in non-LiOn tools. We went 'round and 'round on the subject until he stormed out to the back of the shop, leaving the counter clerk and I stuck. I politely informed the clerk I most likely had more years of experience with these tools than her technician and all I wanted was the warranty replacement for the battery. She wrote the work order up and said it would take a day or two to get things resolved. I left to run some more errands and when I got home, there was a call from the shop stating they were calling Ryobi to check on the claim. About an hour later, the shop called again and said my new battery was charged and ready for me to pick up. After a bit of conversation, it seems that the good folks at the service center did not understand what the One+ system constitutes. Hee Hee, they really are a good shop, they just need to leave the technician in the back and not let him talk to humans.
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Jim Frye
The Nut in the Cellar.
I've gone out to look for myself. If I return before I get back, have me wait for me. -
Obviously the tech did not recognize with whom he was dealing.
If he had He certainly would not have made the case quite so boldly. It is a shame he behaved that way, but it is how customers are driven away from a brand. Having to have more knowledge about the product than the technician is becoming more and more common. In most things I am just short the parts inventory. And SWMBO says I don't need more parts in stock!
Often in error - Never in doubt
MikeComment
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Glad it got resolved, Jim. He certainly had no idea who he was dealing with.
Most warranty issues I have ever had were resolved without incident. There have been a couple of sparks a few times, but all ultimately went my way. I actually think it is fun to debate issues with those that think they know more than I. They may in fact know more, but I always come loaded with documentation.
LeeComment
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Shoulda name dropped. Wayne Hill, Tom Clinkscales, etc. Those guys even still around over there?
Sam Conder
BT3Central's First Member
"I have not failed. I've just found 10,000 ways that won't work." -Thomas A. EdisonComment
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Changing of the guard...
I doubt it. A few months ago, I received an e-mail from a new Marketing Manager asking me who I worked for at Ryobi (rotflmao). They were going to have a new web site developed and wanted me to work on it as a lead support. The new person was quite taken aback when I explained that I was a 15 year volunteer and that Wayne Hill was my original contact. There was a moment of silence on the line and no acknoledgment of Wayne. Even the I/T guy I had been working with was no longer there. I think that is why the forum site is down. I think they tried to move it to a new server and hosed the data base. I think the original forum software was no longer licensed or supported and whomever attempted the move trashed the whole thing and could not get it back.Jim Frye
The Nut in the Cellar.
I've gone out to look for myself. If I return before I get back, have me wait for me.Comment
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Tom Clinkscales? I haven't heard that name in quite a while. I also didn't knw the Ryobi forum was down, haven't been there in a while. Oh and Jim, I -always- know more than my customers. Actually I am surprised that some of them still have jobs with some of the things I see. I am pretty sure that most of them get paid more than I do to know a whole lot less than me.
David
The chief cause of failure in this life is giving up what you want most for what you want at the moment.Comment
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Sounds like not much has changed. It always humored me that they seemed so innovative by having a user forum on their website (well before any other company dared to do so) but seemed so inept at actually running one. Also, seemed like the left hand was forever unaware that a right hand even existed, let alone what it was up to.
Regardless, I really enjoyed my time as a moderator over there. And as we know, it was the impetus for starting BT3Central and I really got a lot of support from Clinkscales and Hill in doing so.Sam Conder
BT3Central's First Member
"I have not failed. I've just found 10,000 ways that won't work." -Thomas A. EdisonComment
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