I purchased a Homelite gas blower on June 9. I only used it a few times, but it was always hard to start and didn't seem to have much power. I finally took it back to the store when it wouldn't start at all in the early part of August. I figured it would have at least a ninety day warranty and that I could exchange it for another Homelite (maybe one that actually worked).
After waiting in line at the "returns" area, and after discussing my plight with the "returns person", he made a call and said he had been informed by the manager that I would have to have my blower serviced as I had had it over 30 days. I unhappily walked over to the "service" lane, just in time to see the "service" person walk off from behind the counter into the store, without so much as a glance, let alone a word, in my direction.By this time I am starting to feel a little put upon. A young lady then comes out of the office behind the counter and asks me if I've been helped. I told her no, I had not, and explained to her that I needed to get the defective blower I had purchased form them fixed. She said that the "service" person wasn't there right now, but that she could give me the paperwork I would need to fill out.
Have way through the paperwork there is a statement that reads something to the effect of " I acknowledge that I will pay such and such a fee for diagnostic service...". When I read this, I asked to see a manager. No way in the world I am paying for them to look at their defective equipment. The "manager", who was apparently " on loan" from another store, told me that if it turned out to be Homelite's problem I wouldn't be charged. He said that if, for instance, the fuel had been mixed improperly, then I would have to pay. I told him that I'd been mixing fuel for longer than he'd been able to spell it and that I was sure that was not the problem.
Anyway, I finished filling out their form and proceeded to wait for someone, anyone, to come back to the counter. But, as is usually the case at this store, when you need help, you can't find anyone. After 20 minutes, I left the blower, (with gas still in the tank), in the box on the counter with the paperwork and the pen I had borrowed on top, and left the store. Believe me when I say that I had to fight the urge to impale the paperwork to the box with their pen!
After not hearing from them for over 3 weeks, I went back to the store to check the status of my blower. I gave the "service" lady my phone # and she made a call. She then said she had to wait for ther person to call her back. When that call finally came, the person at the "repair" shop said they didn't have my blower, nor any Homelite blower at their facility. She repeated this to me the same way you'd tell a 5 year old that his shoes are not under the sofa. I asked her " So, what do I do now"? She said " I'm not trying to argue with you sir". Argue? I had only asked a simple question, and under the circumstances, I figured that was the only kind she'd be able to answer. I asked to see a manager. 20 minutes later, a very hesitant and disinterested looking person came over and once again I reviewed the events. He asked if I'd dropped it off "during the hurricane". To my knowledge, San Antonio hasn't experienced a hurricane in the last 30 years (if ever), so I told him "no". He said he would "go in the back" and take a look. 2o minutes later he was back, and still no blower. Then I was quizzed as to the date and time that I brought it in, as if maybe I was making this all up and just looking for a free blower. I told him to have his loss prevention people look back at their cameras so they could pinpoint the dtae and time and maybe see where my blower had gone and he replied "oh, they won't do that, that's not their job".
In closing, I have learned that customer service is non-exsistent at Home Depot, and that it"s "not thier job". For $107.00 they have lost a customer for life because they will not only Not Go The Extra Mile, they won't even take the first freaking step!
Know4sure
San Antonio, Texas
U.S.A.
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