Unacceptable Service from Ryobi Stevens & Co

Good Morning Eric,

I attempted to call you on the 16th of August 2024 at approximately 3:47 pm from Builders Warehouse Woodlands regarding a chainsaw unit that has been to your repair shop 7 times according to Thabo Mogane however I can only account for 6 bookings.

Dates and Job card references:

1)21/11/2023 -139441 2)26/11/2023 -139443 3)30/11/2023 -137105 4)19/12/2023 -137131 5)26/03/2024 -160296 6)08/07/2024 -164640

We purchased a Ryobi chainsaw on the 12th of May 2023. From the date of purchase, it had remained unused, still in its original package until 24th November 2023, when we had the available time to embark on the tree removal project.

The unit was in use for two days when it suddenly stopped working. I then contacted Builders Woodlands to notify them of this faulty unit, which they had booked for repairs on 26/11/2023. My mom had delivered it on my behalf.

Since the unit has been sent for repairs it has been a repetitive back and forth of the unit NOT WORKING and COVERS BEING CHANGED. We had been accused of breaking the unit by using the incorrect oil and petrol ratios, which was not the case, as we have another unit at home to which we had app**** the same ratios, and it still operates today.

The unit was brand new when we took it into Builders Warehouse. The unit we received back from Builders Warehouse /Ryobi had cracked rubbers, a torn Ryobi emblem on the side, and dull-looking covers. Although the chainsaw serial number was correct, the covers were NOT MINE. A unit can't deteriorate in such a short space of time.

A video has been shared with Builders Warehouse, to confirm that the repaired unit was still not working. Builders Warehouse Representatives, Alugumi and Surprise, seem to have hit a roadblock with your service department and shared the same frustration as us. We have given this matter enough time and leniency to be resolved in an orderly manner and it is now clear that it has not been raised to management's attention. It has been returned and repaired numerous times by Ryobi, and accepted by Builders Warehouse. This matter WAS NOT escalated at all. THIS IS UNACCEPTABLE and very very poor service. You don't take your clients seriously. HOD'S and Supply Chain are clearly unaware of this deplorable level of service.

In all honesty, Although the chainsaw is still in the possession of Builders Warehouse, I suggest that Ryobi collect and keep the chainsaw. At this stage, a refund will suffice as I have no interest in taking back an old unit.

Your urgent response and prompt refund will be appreciated.

Kind regards Aquino Stuart Cell: ***