Mower taking forever to get back from repair

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  • Updated 3 years ago
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  • (Edited)

This conversation has been merged. Please reference the main conversation: Home Depot repair issues

I purchased my Ego mower almost two years ago and everything worked fine until this June when the mower just wouldn't start up. After a very frustrating 30 minutes on hold my call was dropped because apparently that's when the call center closed. I called again the next day and again waited on hold for at least 30 minutes and then finally decided to leave a message. Someone called me back the next day to do troubleshooting, but I wasn't near my mower so I had to call back the next day after I did what she suggested to the mower. The mower still didn't work. I called back and waited on hold for another half hour and left another message. I got a call back the next day and they suggested that I take it in to Home Depot (where I originally purchased it) to be sent out to Ego to be serviced. I took it to HD on June 5th. Ego has had it ever since. It is now July 25th and it is still marked "in transit" in HD's system. It was marked "in transit" on July 5th. I'm beyond frustrated with this company and this terrible experience. I would rave about the mower before this. I loved it, but no more.
So, the question is, what can be done about this? Is there anybody here that can check on this to get me an answer as to when I can use my mower this summer? I need to get this back so I can USE IT on my lawn. This is some of the worst, if not the worst, customer service I have ever experienced.
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Posted 3 years ago

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Amber F., Official EGO Rep

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Official Response
You have our apologies, and we totally understand why you're annoyed, Clint. According to our database, when we last spoke with both you and Home Depot on the 11th, your repair was complete and being returned to your local store. This means that if it's not already there, your mower will arrive any moment. We suggest calling your store to see when it will be ready for pickup.