Ridgid Lifetime Service Agreement
Quality of Repair
- Dropping off the Tool is Quick
- Repair took 7 Days
- Never asked for Money
- Service Locations are Far Away
- Determining the Correct 'Category' can be Confusing
- Repair Shop a little Careless with Treatment of Tool
Six months after purchasing my Ridgid Table Saw, it broke. While annoying, this will give me the opportunity to describe and review the Ridgid Lifetime Service Agreement and Warranty process.
This is not a normal product review, so I will deviate a bit from the normal review categories. Additionally, I believe that my saw is still under the Ridgid Three Year Limited Warranty. However, best I can tell, the Lifetime Service Agreement process is identical.
The Failure Requiring Repair
The saw ran fine for 5 months. Then I started to notice that when I turned the saw on, that it sounded like it would run at lower RPM for 10 seconds and then it would run fine.
Then yesterday, I noticed the indistinguishable smell of burning electronics and the saw would no longer start up. Using my nose I traced the burning smell to the switch. Inside I found this:
Yeah, not good. It could have been a bad crimp or the switch might be making bad contact. In the worst case, the motor may have an issue.
The Warranty Process
The Lifetime Service Agreement requires you to register your product within 90 days of purchase. This seems a little bit like a gotcha, but I was able to do the registration process entirely online.
I have a Ridgid Table Saw and Vacuum, for some annoying reason, the Table Saw falls in their “professional” line of products while the Vacuum is in their “consumer” line. This means that each product has to be registered at a different sub-portion of Ridgid’s site. It also means I can’t easily see all of my product registrations in one location. This is annoying and confusing.
Requesting Warranty Service
For the Table Saw, their is really no such thing as requesting service. You don’t have to call anyone. Instead, you just show up at the service center. In theory, this should decrease the hassle. However, for me, this was such a break from traditional warranty plans, that I spent 30 minutes getting a hold of someone at Ridgid to confirm that no appointment or pre-approval was necessary.
Service Center Locations
In order to locate a service center, you have to identify the category of the product that you need repaired. Some categories are clear. But apparently a table saw is a “Power Tool.” It is unclear if Ridgid’s benchtop sander and cordless drill would fall in this category or in the “General Purpose” category.
At least for me, the service centers all appear to be third party providers. I have heard that some people in the past were able to take their products into a Home Depot. I wasn’t able to do that. Maybe the program has changed or maybe this is location oriented, I don’t know.
Someone unbelievably, the closest service center in Los Angeles is 20+ miles away. This may not sound far to other areas of the country, but for there not to be a service center for 20+ miles in Los Angeles is very odd.
Indeed, when I looked at other categories, such as my wet-dry vacuum, the closest service center is 200 miles away. God help me if that thing ever breaks.
Dropping off the Tool
I elected to take my Table Saw to Simi Tool Repair. The shop is not much more than an industrial garage where possibly the older gentleman who greeted me is the only employee. The shop was nice enough and the drop off process was relatively quick. Without looking at the tool at all, he estimated 7-10 days.
The repair shop called me a week after dropping off the tool. If I had to guess, this is about as fast as this particular shop could have turned it around. It seems like the longest delay, was requesting the repair part from Ridgid and waiting for it to arrive.
The process seems fair to me, although the melted switch seems to be clearly a manufacturing defect. I could easily see this process proceeding differently if the repair was required on anything that could arguably have been the result of normal wear and tear.
Quality of Repair
Will update this after working with the saw to confirm the quality of the repair.
I am a little annoyed about the distance I was required to travel, but the repair shop owner seemed nice enough. At the moment I would list myself as optimistically satisfied.
I was notified that the table saw was repaired. This seems like a reasonable length of time for a repair.
I was finally able to travel out to the repair shop to pickup my saw. The pickup process was equally fast.
However, I was upset when I arrived to see my saw upside down, resting on the riving knife, stacked on top of another tool. I realize that this is a contractor saw, but I would have preferred to see it treated with a little more care so as not to mess up the delicate alignment of all of the parts.