4-8 Weeks for repairs? More like we'll fix it when we fix it.

  • 1
  • Problem
  • Updated 3 years ago
  • Acknowledged
Merged

This conversation has been merged. Please reference the main conversation: More than 4 months at home depot to fix, not fixed yet.

  I sent my mower away for repairs 6 weeks ago. The original timetable I received was 4-6 weeks, which later became 4-8 weeks. HD advised me that it would take 2 weeks for shipping to the RLC alone. Now, I find myself at the 6 week point and NO UPDATE WHATSOEVER. Every customer service rep I speak to tells me that they'll check into it and call back but no such luck. 
  SO, I find myself 6 weeks out, no update as to whats going on with my mower, no timetable as to when I'll get it back, and out money for having to pay a service to cut my grass for the past 6 weeks and the foreseeable future. 
  What is going on???!!!
Photo of SBalanetsky

SBalanetsky

  • 244 Points 100 badge 2x thumb
  • extremely upset, frustrated, and disappointed.

Posted 3 years ago

  • 1
Photo of David Cline

David Cline

  • 37,182 Points 20k badge 2x thumb
Official Response
I am sorry to hear about this horrible repair experience. I'm sure that this poor service just adds insult to injury after having something go wrong with your new mower.

Thank you for sharing your experience with the community here and keeping this issue at the forefront of Ego's leadership team. I would also recommend that you either create a new post and mark it as private or send Ego an email following up with specific details about your repair so they can follow up.

I am all but certain that Ego is not satisfied with the abysmal service HD is providing as Ego's exclusive provider of warranty service in the US. Unfortunately I don't think there are any simple or quick alternatives for Ego to provide nationwide warranty coverage, which is why Ego partnered with Home Depot in the first place. Believe it or not, their original warranty provider was as bad or worse than Home Depot.

Hopefully Ego will be able to cut ties with Home Depot's repair center soon, because any of us could find ourselves in this most unenviable situation tomorrow. Having a great warranty length is of marginal value if Ego can't make it more accessible and convenient to claim.