Ryobi batteries and customer service are AWFUL!!!
I've owned a ryobi 40v mower for just under 3 years and have had to replace both batteries. Most recently I called ryobi customer service to see about replacing a battery that would no longer charge and encountered awful customer service. I didn't have proof of purchase with me when I called and assumed since I have a profile with ryobi and submitted it for a previous battery issue they would already have it on file, they didn't. The rude customer service agent told me she would send me an email to submit my proof of purchase and start the claims process. The call ended and I waited for the email which never came, so I had to waste more time on the phone with ryobi speaking with another customer service agent who did send the email and then advised once I submit my receipt they will send a confirmation to show a new battery is being shipped. I submit my proof of Purchase and waited 3 days for a confirmation email that never arrived. While I'm waiting for a response from ryobi for the battery in question, the battery which wasn't on the charger spontaneously combusted. While watching TV in the evening my wife began to smell smoke, I went to the garage and it was filled with a blanket of smoke. I had no electronics plugged in other than a spare freezer and the garage door openers and they weren't the source. After airing out the garage and doing a search I found the battery housing had completely melted and that was the source of the smoke, so I removed the battery from the garage with a shovel to the driveway. I called ryobi the next day to advise them of the battery incident and to find out why I haven't received a confirmation email for my battery replacement, for all I know at this point I'm not receiving a replacement. The agent didn't seem too concerned with the fire and said they only combust when damaged and asked if I dropped it which I didn't the battery wasn't damaged. She confirmed there was an order to ship a replacement battery and apologized for not informing me. I receive my replacement battery a week later, open it up and realize they sent the wrong battery. The battery that needed to be replaced was a 6ah battery and they sent a smaller 4ah battery. So yet again I call ryobi and advise they sent the wrong battery as a 4ah has less run time than a 6ah. The agent put me on hold, looked into the issue and advised the 6ah is backordered and that's why the 4ah was sent. I mean it would've been nice to advise me of this on my initial call instead of trying to deceive me with a different battery. Their solution to the issue was to send a 2ah battery so I will have a combined battery runtime of a 6ah when combined with the 4ah they already sent. I'm not happy with this solution as it requires more battery swaps while mowing as well as having 3 of the potentially combustible ryobi batteries in my garage as opposed to just 2, but I accepted their resolution and am currently waiting for my 2ah battery. All-in-all it has been a complete disaster dealing with ryobi. I love the mower but would advise against buying one due to the battery issues and poor customer service.