Warranty A Year Short / Fadding receipts
Posted Sat April 28, 2012 1:12 pm, by Martin D. written to Home Depot, Inc.
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Today, I purchased a Ryobi Trimmer 4 cycle. I actually had two older 2 cycle models that I trashed that stopped working. I did get a lot of use out of them, so not ocmplaining.
I was glad to see they had 4 cycle in their store now.
I went home used the product and decided I would register it.
Oddly enough there was NO REGISTERATION Card inside the box. I found this odd because I have been buying this type product, and attachments for a decade at least.
I finally found a phone number and a web site on an insert in the package. I had to hunt for it. The web site did not match up to register, and I had to search to find the correct one.
I already had an account with Ryobi, so I had to sign in to register. You cannot reuse your same e-mail address.
I keyed in the model number and it pulled the item up. I then had to go outside and pull the serial number off the item in my storage.
Here is the strange part.
I go to review my on-line registration,something I did on my own, and find the item with the correct model and serial # listed. It says it expires in 2014 on today's date. The box clearly says 3 years.
I go back to the store to point this out and requested CS call the store manager and a the manager over the department. They did this for me. The dept. manager came first and called someone else over from the department and he sort of laughed about it.
They did say they thought this was strange. I said you guys know when a customer saves your receipt the ink fades. Strangely enough HD knows this and admitted to it. I knew this because I had purchased an extended warranty on another item and when I opened the folder the ink was gone. I had this happen on several items I have purchased from the HD.
The store manager was standing back behind me talking to someone else. The department manager said maybe Ryobi failed to change their web warranty info. The Dept. Manager said you still want to talk to the store manager. I said yes I think he needs to know there is an issue with something you are selling. The store manager said did you tell them it was HD???? I said no it did not ask me that question. He said it probably is 2 years other places????? A special 3 yr for HD.
I said I am not sure what is going on, but I paid for a product that clearly has 3 years warrantly on the box and want to ensure I get 3 years should I need it.
I thought from a store standpoint the manager should of immediately said let me take your name and info and get this straightened out. I need to let our corporate know we are selling a product that does not match the makers web site.
I am sure I am not the only person that has purchased this product. My was made in 11/2011 from the sticker on it.
HD needs to make sure Ryobi updates their web site of that is the issue. If it is not the issue they have a bigger problem. Selling a product that is clearly marked 3 years all over it.
They also need to ensure their receipts hold their ink when kept in a file until the warranty period expires. The manager of the store evem told me "that is why we tell customers to make a copy." A customer should not have to make a copy. I have shopped in your stores for 30 years and you never once told me to make a copy. I thought you had to have an original reciept to return or get anything done anyway? Since when is a photo copy sufficient. This fadding receipt's from HD has been going on for the last few years.
Some might wonder why I am writting this to HD. The reason is they sold it to me. I also e-mailed Ryobi through their site and asked what was going on. Have not heard back. The manager said will cover it for 3 years. I am sure 2 1/2 years from now when I went to pull my fadded receipt out and the web site says I had 2 years and my box is long gone that I would of had no problem getting warranty service. Think about it! I don't think that would of been the case at all.
I really left the store feeling no one really cared. They could of even said let me make you a copy of your receipt. They really did not do much of anything. I don't even recall a sorry about that being said to me. Since this is a large chain store perhaps this letter will get to the right person in corporate that will take the time to ensure this is corrected for all their customers by Ryobi.
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