1 year out and still waiting for replacement handle clips! Is this quality after sales service?

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  • Updated 3 years ago
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After what was once love at first use with my new Ego mower, the happiness has quickly turned into a nagging feeling of buyers remorse. The problem: Last year one of my clips on the extendable handle stopped working correctly a few weeks after purchasing. So now it doesn't hold that side of the handle fully extended. After waiting on hold for what felt like an eternity, I finally got a hold of a rep who said the replacement clips would be sent out ASAP. I felt good knowing I had replacement parts on the way.

Fast forward a year later and I still have not received the clips. Countless hours on hold trying to contact Ego customer support. Several logged "cases," and emails have all gone unanswered!

My Ego mower's issue goes on unresolved, and all I get from Ego is crickets...

Not feeling very good about the purchase right about now!   
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Michael

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  • ignored

Posted 3 years ago

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Jacob

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Wow... come on ego.. get this man some handle clips
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Blue Angel, Champion

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Agreed, however, after the first session of being placed on hold during "spring fever", calling back to escalate the issue a year later during "spring fever" and predictably having to wait on hold again shouldn't be the source of frustration. Sounds like this should have been dealt with in the off season.

None of this would be happening had Ego not dropped the ball in the first place. Time to get Michael his clips already! ;-)
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Michael

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I agree, this is a bad time of year for their CS department. But I did attempt to follow up several times via logging "cases" and emails after it became apparent the clips weren't going to show up, all to now avail.
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Michael

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My faith has been restored, and all is good again. After deciding to wake up at 5 A.M and be one of the first in the support phone queue, I was talking to a live person after a tolerable 5 minute wait. I received my Fedex'd clamps today, and my mower (as well as myself) is once again happy.

I will say this, Ego customer support is NOT easy to get a hold of, especially this time of year. The "filing claims" online is a waste of time, as is trying to follow up via email. The only effective way to get a hold of Ego support is by phone, which can be a long and frustrating process. But, once you do get a hold of them 9 out of 10 ten times the problem is resolved quickly.

But, at least I'm a happy Ego owner again, and this was the best way to end a Monday! Thanks Ego!
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Egocentric

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Oddly I have a lot of patience for waiting for replies to email.   "Oh gee I can't cut the grass because the mower is broke and I am waiting for a reply to my email.  What a shame!  I guess I will just have to sit down and read my book."   Yet I can't stand being on hold on the phone for longer than 10 minutes. 
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David HD, Champion

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Me either, which is why a Bluetooth Headphone is a life saver.  While I am doing other productive work around the house, I can still be on HOLD until someone comes on ... to help me with my questions ... :-)
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Michael

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I agree. A 2 or 3 day wait for an email reply is tolerable. But a 30, 40, 45 minute or longer wait on the phone is a frustrating waste of otherwise productive time.
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Egocentric

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I love Blue Tooth earphones for listening to my Audible books.  Great for washing dishes.   Still don't want to be on hold though.  Hmmm I will have to check to see if my old man cell phone supports Blue Tooth.  
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Blue Angel, Champion

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Cordless phones with speakerphone here... great to just set it on my desk and do something productive on the PC, or clip it to my back pocket if I need to be mobile while on hold.

But yeah, no wait times is still better. :-)

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