Rigid Industries Grill Warranty SOL?

Background:
I have been working with Rigid Industries here for a few months in attempts to replace a 2013 Tacoma grill that was dented out of the box. Initially I attempted to return it to the store and they indicated I needed to work with Rigid directly or buy a new grill. Not a problem, I called speaking with Keri (SP) in Warranty. She assigned and RMA and I shipped it back the next day. Problem is I never received the EMA to include with the box shipped back to Rigid. Estimated return date is around November 11th. Now December 9th and they have no record of it. I tried getting traction with the local post office even speaking with a manager and they have zero means of attempting to track or help from the post office side. While Keri has been helpful I feel that I will be without the grill or money. I was just told there is nothing Rigid Industries can do without proof of shipping it back. Understandably I'm not happy with the situation. Would be quite a bit easier if the camera did not fall through the skylight of a cave.

Advice:
Does anyone have a recommendation working with Rigid Industries or the post office tracking a month old package?

Silver lining: I recovered a non functional camera from the cave. Really cool rappel.

 

Surprising, as Rigid doesn't waste time replacing $1200 light bars that are defective so far as I have noticed.

You don't have a receipt or anything? Have you called your local postmaster (not the same as the postal workers)? I'd start with him/her.

 

I'd start pressing the issue with Rigid. If you shipped it back using their preferred method of shipping, I would press hard to make it their issue. You did exactly what they asked, using their shipping label. Maybe try to work your way up the ladder with Rigid and see if you can get ahold of someone who will actually help you.

 

Didn't see him saying he used their shipping label. Just that they issued an RMA number.

 

Oooh, my bad. If that's the case, then I'd agree, you are SOL. You definitely should have paid for some sort of insurance or tracking.

If you shipped USPS, there is a number on their website to call for lost items. It's hit or miss whether they ever find the item though.

 

Just FWIW my fiance shipped a package through USPS and was lost in transit. She called the postmaster, gave him the tracking info, and within 24 hours they called her and told her that they found the package in whatever city/state, and that it'd resume it's transit to her sister the next day and when to expect it to arrive there.

She person she spoke with was super friendly and helpful, and not the normal postal idiot that you get 90% of the time you call the USPS. Go straight to the top, try it first! Anything else is a waste of effort IMO, after our experience trying to find a lost package.

 

No tracking = SOL. Next.

 

Lesson here. Always, always insure something like this and pay for tracking and delivery confirmation. You may be SoL bud.

 

Yes but you have a tracking number in this case.

 

Thanks for the heads up. I'll avoid dealing with them if they're that difficult to deal with.

 

Ha. I didn't notice no mention of tracking info.

Not sure how that works out, but I'd be really surprised you sent a $500 grill through any package carrier without spending the extra 50 cents on tracking. Hopefully that isn't the case, OP.

 

Not a truck part. But 5 years ago I had Dish, and canceled my service. They sent me a box to ship the stuff back with their label. Put label on box, took to UPS, dropped off. Forgot about. Fast forward to 6 months ago I get a letter from a debt collection agency saying I owed dish 626.23. I called dish and they said I never returned my equipment. I said yes I did, you sent me a box I sent you the equipment her response "We have no record of sending you a box or receiving a box from you sorry you owe us for the equipment" I invited her to go have sex with herself and threw away the letter. I'll set that money on fire before I would give it to them.

But in saying all that, if you don't have a tracking number, or record of the shipment, or proof that they received it. You are gonna be SOL.

 

It's actually an issue with the OP and lack of common sense. As stated above: why not just spend the extra 50 cents for tracking or insurance on a $500 item. Just plain silly.

 

Weird. What's the statute of limitations in your state on debt collections?

Friend of mine in FL went and got a referral from his main doctor to go to a specialist, and he gets to the specialist for his appointment and they do the visit. A week later he gets a letter from them saying he has an outstanding bill from several years before that was never paid, like $1300! He'd never been there before, had nothing on file there either. 3 days later a collection agency calls him to get it paid. He told them the same, whoever they're looking up on the debt isn't the same person as he is. Crazy.

 

Who, the post office? Rigid is very easy to deal with and always stands behind their products 100%. If OP didnt follow protocol, how can you blame them? Rigid ships 1000s of packages a day...

 

It is getting late in the day now. I have been in contact with John over at Rigid, who is willing to help. Same with Keri (Sorry if I am misspelling the name). Today was the first day I knew what the RMA # was even though it was generated early November.

After a second trip to the Post Office they still offer no help. I honestly am horrible at keeping invoices and documentation in my personal life. IT is odd as I need to have detailed change management documentation on quite a few systems at work, but that is another matter.

Where I bought the grill has been of little help as well. Apparently they updated the computer system here this past summer. Thankfully they still have a quote from years back on an XJ for some reason.

I am not attempting to be negative and hope it is not read that way. I think that Rigid is attempting to help and I am attempting to help provide the information they need. For now the story is open, how it ends is yet to be determined.

 

Follow up:

I can thankfully say that Rigid came through helping me out resolve the grill issue. John at Rigid did every thing he could with positive results. Estimated Ship date is December 12th and this time I'll drop the invoice in with our important documents at the house.

Thanks for helping out Rigid!

 

John R is the man & Rigid is awesome for going above and beyond. This is why we push the brand, you know you can trust them to give you a high quality product paired with quality service. Glad to hear it worked out - now post pics once you get it in