After recieving a new 4 piece 12V lithium ion cordless tool kit as a gift, I was dismayed to find that one of the two batteries was DOA. I contacted Ryobi via telephone and was told I would have to return the battery at my expense and pay for the repaired/replaced battery to be returned ($7.99) or drive 15 miles to a service center - once to drop it off and once again to pick it up. This was not acceptable.
The so called warranty center system is a patchwork of unsupervised fix it and lawnmower repair shops. None in my area had any of the batteries in stock. I also found out that I could not even buy a replacement battery as no vendor had any in stock. The pay both ways mail in system had a 2 to 6 week time period for processing. All the while the thirty day return time limit was running out. I requested and then demanded a replacement battery via email and was repeatedly told to mail it in or go to the warranty center that had no replacements available as the customer service rep has no replacement batteries in his office.
I feel that Ryobi did absolutely nothing to solve my problem and did everything possible to avoid making it right. From Ryobi's own user forum, it looks like the lithium ion batteries are problematic. After finding other complaints about Ryobi's lack of committment to service, I decided to return it to Home Depot. They were very helpful and offered a new battery or kit but had neither available. They then refunded the purchase price to me. In my opinion, Ryobi lacks integrity and I would advise against buying any product from them or any other TTI company. Customer service is a joke to them.
La Verne, California