A tool story

Technology in today’s day and age allows companies and customers to better interact.

That could mean that customers have better access to product information and new offerings from a company. It could mean that companies provide better support and customer care when issues arise with it’s products. It could mean that customers are able to communicate with the company their needs for tools and features they need.

Regardless of what could happen, customers should have a good experience with the product and the company. It’s what keeps them coming back to the company and it’s what also has them recommend the company’s products to people they know.

A little over a year ago, I decided it was time to update my power tools so I decided that having something with lots of tools and one battery system would be the best since they are all interchangeable. The answer was…

Ryobi.

In general, I like the tools. They 18v One+ system is a great idea because of the variety of tools that will work off one battery system. No need to have a bunch of different battery sizes and no need to have to buy new and newer tools since other companies keep changing their batteries all the time.

So, I invested. I bought a multiple tool set and over the last year I have added several more tools and a new set of extra batteries with a quick charger (30 minutes to be exact). It’s been a little less than a year since I did this and everything has worked as expected until now.

That 30 minute charger just up and died…used it two weeks ago and it work and then went to use it last week and it didn’t. Nothing. No power.

So, I wanted to find out what now. It is less than a year old and is probably under warranty. I logged into their website, ryobitools.com, and navigation is PAINFULLY SLOW! It takes minutes just to get their page to load, let alone navigate from one place to another once you actually get there.

All I could think as I wait and wait and wait is, “Really?” With a company this large with that kind of budget, they can’t get a website that is zippity-do-dah fast? Kind of not really great customer service, ya know?

When I finally get to the “Contact” page I called the Power Tools phone number for support, 800-525-2579, and their navigation system is garbled and hard to understand…and the number they say to push for help sounds like “8” but when you push that number is says it is invalid. I called several times and finally pushed “2” (sounds nothing like “8”) and got through. WTH? Seriously. I am not joking. Call it yourself.

So, besides having a painfully slow website, they also have a call system that is garbled and hard to understand. Makes total sense for a company trying to get and keep customers, right?

Oh, and after I talked with someone I have to call another department (East coast times, mind you) to get warranty help. I’ll let you know how that goes…

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