Calling Troy-Bilt was not an easy process, at least not from this number. In fact, if I had not been willing to do any other research, this would have been a miserable experience because this is not a customer help line at all. In fact, all it does is direct you online for help, which was little help for me.
I ordered a product from Troy-Bilt, but while I was assembling it, I realized that it was a missing part. I was pretty upset, most of all because now I knew that I would have to deal with customer service to get the missing part.
So, I found this number, and I called it since it said it was for service and repair, and a missing part seemed to fit into that description. However, it greeted me by saying, "Welcome to My Product Service." I wasn't sure what that was supposed to be, but I soon found out, as the message continued to say, "If you are calling for repair or warranty support, please contact your local authorized service dealer. They have the knowledge and experience to help you with all of your needs. Authorized services can be found on the web at HTTP://myproductsservice.com." I listened to the message repeat itself hoping for a help menu, and then, it automatically hung up on me.
Obviously, this was no help to me, and I wasn't happy about the situation. I went to the website that was referenced, and it was simply a place to search for a dealer by ZIP code, which also wasn't going to help me. So, I went on Google and found a second number for Troy-Bilt (1-800-828-5500).
Luckily, I had much more luck with this number. This time, it thanked me for calling Troy-Bilt and warned me that calls may be recorded. It then told me to press 1 for English and 2 for Spanish. Then, I was prompted to enter my ZIP code.
After inputting that, I was given a list of options: "To check the status of your order, press 1. To locate an authorized dealer, press 2. For assistance from one of our agents, press 3." I chose option 3 and then was told that I could press 1 if I had a case number or just stay on the line.
I waited a bit more, and then, a new set of options was given to me: "For part number lookup and sales, press 1. For assistance with equipment setup, troubleshooting, and warranty inquiry, press 2. For order status, tracking, and missing parts press 3." Finally, I was where I needed to be. I pressed 3, and after it repeated the option I chose, I was placed on hold.
The connection while on hold was a bit staticky, but it stayed connected. It took about 8 minutes, but I was able to then talk to a service agent who helped me with my issue.