ComplaintsforTechtronic Industries Power Equipment

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently bought a ***** battery tiller. The manual specifies how to assemble the tines, "the left outer tine assembly is marked “A”. The left inner tine assembly is marked “B”. The right inner tine is marked “C” and the right outer tine is marked “D”. For correct operation of the unit, the tines must be installed in the correct position." My tines were not marked (A,B,C,D). I called the 800 number, but she could not tell me how to install the tines. I said she should send me a new set of tines with the proper markings, or I could return the product for refund to **** ****** She put me on hold to check to see if they had them, but either she hung up or there was a glitch. She didn't call me back. So I filed a one-star review because of their poor customer service. contacted me via email. I explained my problem and they said, "Seth will email you from this address and discuss your experience further." Seth never contacted me. I would like to do my fall tilling, but if I use the tiller and experience problems I'm afraid ***** will claim I installed the tines incorrectly and void the warranty. ***** should send me new tines with the correct markings OR I can return the item to **** *****. I have 90 days to return the item, so time is of the essence.

  

  Business response

  10/15/2024

  Hi thank you for speaking with us. Sounds as if this has all been worked out. 

  Customer response

  10/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  They sent me information about how to install tines correctly. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased ***** electric mower just over a year ago. The motor has burned out and it is still under warranty (original 5 year warranty). Support promised to send a ***** label so the mower could be sent for service. They said the label would arrive within three hours. It's been 5 days and I've called again and get a different answer every time: first they claimed the ***** would not allow them to generate a shipping label (this is clearly false) and then their office that generates the labels is backed-up. No further information or time lines. They are, in effect, refusing to honor their warranty.

  Customer response

  10/07/2024

  They have sent me the shipping label. I am not sure if they responded to you about it, but I wanted to let you know.

  
  

  Thank you.

  
  

  Best,

  ****

• Initial Complaint

  10/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had originally called to have the lower blade guard assembly replaced, I had received the parts for the incorrect model number twice even after confirming the model number I have. I was then told it’s out of stock and a safety report would need to be submitted for the part replacement. I was given a timeframe of 7-14 bus days. I have not received a phone call or email with any updates. I spoke with customer service management and Mariann was not helpful and had an attitude. She didn’t seem like she wanted to assist. I have not been provided with a resolution. I am missing out on work due to my Miter Saw being out of service. I have been told I would get a call back from a supervisor with an update and I have yet to receive an update. Nobody can seem to get an update from the safety department. Im not being provided a timeframe for a resolution. At this point if the part isn’t available I would like to get the miter saw replaced entirely. I want to file a complaint against Mariann the supervisor I spoke with, Heidi, and karinne m*****, they have not assisted me or felt the need to assist me. The 2nd safety report number I was provided is ********

  

  Business response

  10/10/2024

  Hi. thank you for speaking with us. As mentioned you will be receiving a replacement.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A month or so ago I stopped at my ***** 40V 3-Port Sequential Fast Charger to pull my ***** branded batters off of it to get ready to mow my lawn. And two of my battery came off the charger just fine, however the third was stuck. What I noticed was that the ***** battery had melted to the ***** charger (see attached photos.) Which sucks for me, but explains why I have had three (3) 40V 6ah ***** batteries burn out on me this summer. It has been a very frustrating summer trying to get the lawn mowed not having the full stock of batteries (due to them not working for a better part of the summer) and will probably be a frustrating leaf pickup season since I have ***** 6ah batteries left that work. ***** has replaced the 40V 3-Port Rapid Charger under warranty since that time, however I still have three (3) ***** 40V 6ah batteries that don’t work, all of which are under warranty. I have had varying levels of success with the warranty process. All three (3) of the batteries are in the claims process currently (or at least I believe they are.) On 9/2/2024 I replied to a ***** email on the three (3) batteries that do not work providing ***** the information that they requested. To date I have not heard back from them on the status of these claims. Since that time (actually it was this weekend at 2am on Saturday evening) two of the batteries experienced smoking/melting issues. This was noticed at 2am when my wife woke me up and said that she smelled smoke in the house and we went to our office (where the batteries were sitting (not on a charger or anything, just sitting there on a desk) waiting for the warranty process to work itself out) and the office was filled with smoke. We discovered that one of the batteries was warm/melting and smoking and one of the other batteries had pin hole in it (appears to be a melting spot (see attached photos)) in the same location where the other battery was melted/smoking.

  

  Business response

  10/08/2024

  Thank you for speaking with us. As mentioned we are shipping replacement batteries to you. 

  Customer response

  10/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* **********

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The head of ******* 40 volt weed trimmers has some kind of defect which makes it nearly impossible to unlock and open. If you doubt me, just check out all the comments on ****** and ******* where muscular men are complaining they had to use screwdrivers, hammers and channel lock pliers, to get the head open. I'm a single woman, so I requested a new head be sent to me to replace the one I can't open. I was told I would have to request a pre-paid label and send my entire trimmer into ***** where it would take about 3-weeks to get an evaluation on whether the defective head is a warranty issue. My guess is that I would be giving up the use of my trimmer for nearly a month to have some maintenance tech declare this part as a "wear and tear" item which would not be covered by the 5-year warranty. ***** needs to acknowledge this serious flaw and provide a replacement head when customers request one.

  

  Business response

  09/17/2024

  Hi. Thank you for speaking with us. We are sending a replacement spool head directly to you. 

  Customer response

  09/18/2024

  Re:  Complaint ID ********

  Thank you so much for helping me get a replacement head for my ***** 40V trimmer.  As a single woman, I was unable to get the original head open to clear jammed cutting line without asking some muscle-bound guys to help... and even they struggled.  The staff at **** ***** says they've seen multiple 40V trimmers with the same issue, so hopefully, other customers will experience the same great service from a company that obviously wants to make things right.

  Regards,
  
  ******** ****** 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** Tools - Under TTI, is not allowing refunds to take place. Their website has been broken for 2+ years at this point, not allowing users to register products or serial numbers and therefore preventing consumers from filing claims for fix/refund This has been shared with their teams and not fixed. Upon providing information, there's been bait-and-switch tactics to change the period of the warranty from the date of purchase to the date of manufacture. As a result, they've denied claims. This can be seen across multiple consumers with months of time on several online forums such as the following:

  

  Business response

  09/16/2024

  Hi. We have a dedicated team that works toward keeping the website up and running. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ***** 18V Pole Lopper (a TTI product) from ****** ***** ****** Online (TTI's own stores) on April 1, 2023. This item came with a 3-year warranty, prominently printed on the box and stated in the owner's manual. I don't need this tool often (I only use it once each year at the end of Summer), so I just used it for the second time a little over a week ago. While using it, the Lopper quit working. I called ******* Customer Service line. After waiting on hold for roughly 40 minutes, I spoke with a representative. She explained that I needed to register the product on the  website. Once the product is registered, I can then submit a repair request. This would allow me to ship the item back to ***** for repair. However, I was unable to register the product on ******* website. Every time I attempt to register it, the website responds with a message that the product was successfully registered - then takes me to my list of registered products, which is empty. I have emailed back and forth with ******* Customer Service team for the past week. They finally instructed me to take the tool to their authorized service center - an hour's drive away. I did this. The manager at the service center told me it will take three months, before they can even look at it. He said it is unlikely that they will be able to repair it, as they have trouble getting parts from ******  A search online shows that the inability to register a product and receive warranty repairs is a common issue.

  

  Business response

  09/16/2024

  Thank you for speaking with us. As mentioned we are shipping a replacement directly to you. 

  Customer response

  09/16/2024

  I received a phone call from Kathy at TTI.  She was very helpful, and spent a considerable amount of time on the phone with me, attempting to figure out why their warranty system is malfunctioning.  She sent a new pole lopper to me, so that I will once again have a functional tool.  I will continue to work with her to troubleshoot the warranty system, so that I (and other ***** customers) can submit warranty claims.  Given the fact that she has resolved my immediate issue and is working with me to resolve the warranty system issue, I am marking this as "resolved."
  
  It's a shame that ******* offshore Customer Service Dept. is nowhere near as helpful or competent as Kathy.  All Customer Service seems able to do is respond with a "script."  This level of customer service is really injuring ******* reputation, and the resulting complaints flooding the Internet diminish an otherwise great brand.  I hope that they are able to improve this, going forward!

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My ***** pushmower broke down in May 2024, and it was well within the warranty. I brought to their authorized repair location promptly, and was told it would take up 90 days for it to fixed. Just before the 90 day mark, I visited the shop and they told me ***** still hasn't shipped out the necessary parts, and that they would file for a replacement. I come to find today(Sep 6th) after calling *****, that the replacement is denied, and that the parts are coming from China and they don't know when it will be done and they can't replace or give me a date one when repairs will be done. Almost half a year for a repair is ridiculous. And the customer service rep was all smug trying to explain to how shipping works instead of giving me resolution.

  

  Business response

  09/12/2024

  Hi. thank you for speaking with us. As mentioned we will be sending you a replacement. 

  Customer response

  09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called on 8/8 to start the process of replacing the batteries under warranty as they have stopped working. I have had to call 3 times over the last month and still have not received the replacement batteries. The last phone call was with a rather self righteous man, who is never wrong, he told me this himself. When I asked for his supervisor he hung up on me. I have been unable to use my lawnmower for about a month and keep getting a run around from customer service. I'm Done being patient, a process that should have taken 7-10 business days has been going on a month and they are willing to let me speak to a supervisor to try and expedite the shipping. We paid $650 for a lawn mower that after a year and half we haven't been able to use, even though it has a 3 year warranty! I'm so sorry I ever purchased this lawn mower and I will NEVER purchase another one from ***** because of poor customer service I've received.

  

  Business response

  09/11/2024

  Hi we would love to help resolve this. We have left voicemail and sent over an email. Please reply back to either one that works for you. Looking forward to helping. 

  Customer response

  09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I emailed them back.
  Regards,
  
  ****** ******

  Customer response

  09/13/2024

  I have replied to the email they sent. They did not do what they said they were going to. That is why it’s not resolved. They were supposed to replace both batteries, I received one and it’s the wrong one. 

  

  Business response

  09/13/2024

  We are continuing the email conversation and attempting to resolve. Please respond or you can call in to the direct number provided. Looking forward to helping.

  Customer response

  09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  The ‘new’ battery arrived today and it doesn’t appear to be new, it was in a bag closed with scotch tape not heat sealed like the other one and had dings and scratches on it. They were replacing underneath the manufacturers warranty because the old batteries were defective. So they should be new. 
  
  Regards,
  
  ****** ******

  

  Business response

  09/19/2024

  Hello. We have reached out to the customer and have left a message for her. We have sent out another replacement battery. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a cordless electric lawnmower, specifically the **** ***** ****** 40 volt Lawnmower, from my local ******* store (in Omak, WA) for $422.62 (including state sales tax) on April 13, 2023. The unit performed reasonably well in cutting the turf-like grass on our property for about a year (grass growing season). Then, beginning with about the second cutting of this year (2024) in late April or early May the unit started losing power after only a few minutes of run time. I contacted the **** ***** numerous times by telephone (their "Customer Engagement Center") as well as by one letter that I wrote and mailed to **** on May 28, 2024. As this cordless electric lawnmower is sold with a 5 year complete repair warranty on parts & labor, I was directed to send or deliver the mower to the only service center that does repairs for **** products within the State of Washington, that being ******* ******* in Spokane, WA. The repair timeline, labor limitations, and backordered components necessary to fix my mower (the "motherboard control panel") have amounted to continuous delays in fixing my electric lawnmower all summer. Now, today is September 2, 2024, and I still don't have my mower. I've lost almost the entire growing season this year to be able to cut my grass lawn with this mower. In addition, I have no "take it to the bank" commitment from **** as to when I will get my mower back. Instead between the **** ***** and the Repair Shop all that I've gotten is lots of finger pointing & obfuscation. At this point, I WANT MY MONEY BACK !

  

  Business response

  09/05/2024

  Hi. Thank you for speaking with us. As mentioned we are setting up a replacement of your mower. 

  Customer response

  09/06/2024

  Better Business Bureau:
  

  CONDITIONAL ACCEPTANCE
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this WILL NOT resolve my complaint UNTIL the replacement lawnmower arrives to me, AND operates flawlessly within acceptable specifications.
  
  Regards,
  
  **** ****

  

  Business response

  09/13/2024

  Fedex tracking ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩