Builders Express

I purchased a Ryobi petrol chainsaw from builders express near Robindale. The chainsaw was purchased on the 27th October 2020. When I used it today (13th November 2020) for the first time, it worked perfectly for the first half hour or so. Then suddenly, the chain jumped off its track, I made sure the tension was correct according to the instruction manual. The disengage safety switch also started giving problems when I tried to engage it. The chainsaw was properly lubricated. I then took it back to Builders express for a refund or a new machine. Some manager came down to assess the situation, but I was informed that the company policy states that they cannot replace the item after 14 days, it must be repaired. A staff member took the machine to his office or workshop, stripped the machine or the chain, came back 10 minutes later to inform me that I was to blame because the chainsaw was not facing the right way. I did not see him disassemble the chainsaw; he did that away from me. This staff member also tried to imply that I used the incorrect oil to lubricate the machine and chain. He changed his attitude when I showed him on the invoice that I purchased the correct lubricants. Another manager then came to tell me that I could take it to Ryobi for them to check it out, or they could send it to Ryobi. This manager got the person from Ryobi on the phone and he explained to me that the law says that they can assess the problem (within 8 days) to see why the machine broke. The worker at builders express has already told me that I am to blame despite him not being a technician. I apparently don't have the choice to have it repaired or get my money back or get a new chainsaw in the next 6 months. Ryobi are the ones who decide what they want to do. I was under the impression that I could demand a new machine within 6 months. Builders did not argue when they took my money, but now there is a problem. I left the chainsaw, original box with all its tools and documents, the original invoice, and my contact details with the manager at Builders express. To date (27th November 2020) I have not been contacted by Builders or Ryobi to inform me of the outcome. It appears that these companies are a law unto themselves as they are powerful enough not to treat their customers with respect. It appears they have enough clients and that losing me as a client is no big deal to them. It appears that I am going to lose my money, and I will just have to be content with the situation as they hold all the cards. It might be possible that the CEO has the same attitude and his attitude towards customers is filtered down to his staff, customer service is not important as we control the market and we have lots of customers.

Les

WITHOUT PREJUDICE AND ALL RIGHTS RESERVED