Little Giant Ladder Tracking Order Status

My ladder is 12 years old and the hinge lock broke and the mechanism fell off. I lived in Texas when I purchased it. (They sold me the home show model on the floor at a special price - yeah!). I never registered the ladder after purchase and forgot to do it. I recently moved to Illinois. With little hope and expectations I took a chance on calling customer service and a very nice lady searched their records and found my purchase. She checked and said it is covered under their warranty! Finally, excellent customer service in the U.S. - a rarity. I received an email from her stating what they wanted (photos, etc.) and a few days later they shipped me the part. The gentleman that followed up with me even apologized for this inconvenience. The part arrived with clear instructions on how to make the repair. Although difficult and challenging for me I stuck with it and got the part installed on the ladder. I had to buy a snap ring pliers ($6) to complete the task. I never heard of those. I am happy with this company, the ladder, and the dedication to customer service and now I can clean my gutters when the trees shed their leaves!

Comany shipped me a damaged ladder. I opened a case, and included pictures of the damaged ladder, asking for an exchange. A couple of days later, they requested additional pictures. OK - annoying, but I took and sent additional pictures. A day later I received ANOTHER email asking for even more pictures, including the bottom/feet of the ladder. I again sent more pictures, showing the unused ladder (and its feet) in the shipping box. Another couple days later, I was informed that they will send me a replacement part for the damaged rung, and that I can replace it myself. Excuse me? I paid full price for this already damaged item, and now they want me to take the ladder apart and repair it myself? Absurd. This company is frustrating to deal with. I encourage you to avoid doing business with Little Giant Ladders. Big fail.

Amazing service and delivery time, even during COVID-19! Very impressed.