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Home Depot Complaint - Home Depot Generator return policy during Storm
Home Depot Complaint

Home Depot Complaint


Home Depot Generator return policy during Storm

I bought 2 Rigid Generators from Home Depot 4 days before Hurricane Sandy hit New York. I was happy with my purchase because I did some study online and found the reviews helpful. After using both the Generators for 5 days 1 of them did not work, It was running but no power coming out. I called Home Depot customer service and they connected me to Rigid, After troubleshooting on the phone they advised me to visit a local service location. I visited the location same day as I have no Power in my house, the person upon inspection told me the machine had a fault and needs to be returned at Home Depot. I went straight to a local Home Depot and they advised me to visit the Tool Center to get the machine checked. They did not believe my story. The Tool Center technician informed the Manager there was a problem and the machine needed to be sent to Manufacturer. This machine is not even a week old. I asked the Manager for a exchange/loaner or a refund. I was denied all and informed that either I sit out 3 weeks for the machine to get repaired or buy a machine that was previously returned/used for the same price. I bought a Rigid and they swapped it for a UST brand generator, Home Depot does not even sell it on there own Website. I was held hostage by Home Depot either ride out the storm weather Waite for my generator ti get repaired or buy a used inferior product for the same price I bought a new piece. This is not bad customer service this is illegal. Shame on Home Depot rather then helping customers during storm they are making profit of there misery.

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davepatel says: (6 years ago)

I had bought the 2 rigid generators from Home Depot on October 24th 2012 online and had a store pick up in Bayshore Home Depot NY. Order ID Order Number: W170328146 .

I started using them on Tuesday and they both were working fine. On Saturday the generator I was using to power my home stopped giving power, It was running but no Power coming out. I tried all the troubleshooting from the manual available but it did not work, I called customer service and I was transferred to Rigid where they helped me on the phone. They advised me to visit a local repair shop AAA, 4 Union Ave in Ronkonkoma. I visited the repair shop and was advised to return the item to Home Depot because it was not Mechanical fault but a electronic circuit inside the generator and could not be fixed locally. he told me I was 6th customer to visit his shop with the same problem during a span of 3 days.

When I visited my Local home depot in South Setauket, NY I was right away told no before then could even before I could explain anything. I was helped by Assistant Manager who was sympathetic but his hands were tied because of your strict policy. He told me I need to visit the tool center and see if they can start it/repair it. The tool center technician told me it needs to go back to rigid for repairs and will take a while. I still as of today don't have power in my house and it was 39 degrees last night.

He called the Asst Manager and told him he could not repair it. When I went up he told me the only option was sent it for repair as you do not take returns on storm items. But this item needs to work during a storm when needed is my argument or you need to provide a loaner or a replacement. I stood my ground as my family needed that generator to keep up with the cold weather. After spending 2 hours with the AAA technician and 1 1/2 at home depot I was told the only solution was either take it back or leave it for repair. He also asked the Manager on duty for any help and she was rude and told he knew what to do and should not ask her. He finaly made an offer for another generator that was used/returned and was sitting in the backroom. It was a UST GG7500 generator.

I had no option but to take it because I was not looking for money but help from my local home depot. But my problem is this is used, returned machine which was not even a brand name comes with a "LIMITED 60 HOURS USE" warranty, yes 60 hours limited warranty. I paid $699 for a new machine and rather then doing the right thing they profited on me by selling a inferior product for the same price as of a new one. I had no option but I personally think this is wrong making profit out of peoples suffering. If you product is bad you should replace it or refund money not push other products because its a storm sale. I even tried home depot customer care and was helped by Barbara and she was someone sitting in a nice warm place without any sympathy for a customer effected by storm. That's the reason I went to social media. I tried all the options before doing this because I was frustrated, upset and ......................

Devang Patel

HomeDepotCareTeam says: (6 years ago)
Hi Dave, my name is Sheronda and I’m with Home Depot Customer Care. I’m sorry for the problems you’ve had with your generator and for the service that you’ve received. Please email the store location along with any product details for the generator to sheronda_care@homedepot.com and I’ll see what we can do to make this right for you.

The Home Depot

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