Troy-Bilt Customer Service

Troy-Bilt lawn and garden equipment owners sometimes need assistance with an issue. It could be a question about a warranty or where to find an authorized dealer or service center. Individuals needing help with a Troy-Bilt equipment issue can call the customer service line.

I called the number to find a repair service center and hoped I could speak with a representative at some point. An automated voice greeted me by thanking me for calling and acknowledging that the call may be monitored for training and other purposes. Then it told me to press 1 for English or 2 for Spanish. The system informed me I could stay on the line for a brief survey after the call. I had to enter my five-digit ZIP Code before moving forward.

Like most customer service lines, Troy-Bilt required me to listen to a list of numerical options to press for help. For order status, I could press 1. To find an authorized repair center, I could press 2. Pressing 3 would connect me to an Agent. I chose option 2  for an authorized dealer.

The system provided three dealers' names, addresses, and phone numbers near my home. One of the dealers was only a few miles away. After hearing the authorized dealer information, I could press 1 to repeat it. Next, the automated voice said I could get assistance from an Agent by pressing 2.

After pressing 2 to get assistance from an agent, the system directed me to choose from the following options: Press 1 for part number lookup and sales, 2 for troubleshooting, warranty and equipment setup, and 3 for order status, tracking, missing parts and manuals. By pressing 4, I could repeat the menu. All this was confusing because I thought selecting 2 earlier would allow me to speak to an Agent immediately.

I had to do another round of selections that included pressing 1 to get help with Briggs and Straton, Kohler, Kawasaki or Honda engines; 2 to get equipment running correctly, troubleshooting, and warranties; and 3 for help with equipment setup, operation or maintenance. I chose 3, and the system told me if that was incorrect, press 9 or "otherwise stay on the line."

I hoped to speak with a customer service representative and remained on the line for several minutes. I listened to background music, interrupted by the automated voice asking me to stay on the line to speak with a representative.

My experience with Troy-BIlt's customer service number was confusing and time-consuming due to listening to several options and pressing multiple numbers. I finally reached a point where I thought I would speak to an Agent; however, I could not wait indefinitely due to time constraints. There was no opportunity for a callback from the company or information on a website I could visit for help.