authorized retailer problem

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  • Updated 3 weeks ago
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I just had the frustrating experience of trying to get warranty support on a pole saw I just purchased new, unopened from a highly rated ebay seller. I was told that the seller, dr.homeimprovement AKA GHP GROUP INC, is not an authorized retailer. 

I have a few thoughts/questions:

1. Where's the official list of authorized online retailers? Ego's store finder only shows physical stores. This is a problem.

2. Where are all of these ebay sellers buying their stock from if not from ego? And if they are buying from ego, why aren't they authorized?

3. For truth in advertising, Ego needs to change the wording on the outside of the box to say that the warranty only applies when purchased from an authorized dealer and tell you how you can find out who they are. 

4. Likewise, of course, the ebay sellers in question need to prominently say on their ads that the standard ego warranty will not apply. Good luck with this one...

5. I haven't encountered this issue with any other manufacturer, but it seems like a big deal since ebay sellers of new items has become such a big business. This kind of warranty exclusion isn't good for the consumer, or probably ultimately for the brand, either.
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kipchoge

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Posted 3 weeks ago

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William E Hanson

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(Caveat Emptor); buyer beware is the first rule for consumers. If it appears to be too good to be true or much cheaper, there's a good reason. Not trying to preach to you, but these are good principles to follow as a consumer. And FYI, buying refurbished from an authorized dealer comes with just a 1 year warranty.
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Ken, Champion

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I, on the other hand, assume warranties aren't valid unless I buy from a clearly authorized seller, especially when it comes to anything with electronics. That's the case with most of my "hobbies."

For example, Nikon and Sigma don't warranty their camera equipment except from authorized dealers, and DJI doesn't honor warranties on its drones, batteries or accessories except from authorized dealers.

I looked up that eBay store and its listings. The interesting thing is that the Ego products they're selling are priced higher than what you would pay at Home Depot.

The seller gets high ratings. If I were you I'd contact them about returning the pole saw because it isn't covered by warranty.
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Blue Angel, Champion

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I found out first hand when trying to sell something on eBay, that the seller has very few rights and the buyer is very well protected. Start a return process and see where it goes. If your defence is that the seller never told you there was no warranty on the product (advertised as NEW) you probably have a good case.

If more people returned product to these eBay sellers, maybe fewer of them would be selling new Ego tools.
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Frank J Perrotta

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You could also try contacting your Credit Card company and see if they can help with any resolution.

I also went to the eBay sellers site and on the ego pole saw page there currently is an image of the 5 Year Warranty! Not sure if this image appeared on the page when you made your purchase but it seems you have a very good case of FALSE ADVERTISING! Have you contacted the seller? Better make a screen capture of the ego pole saw page before any changes the seller might make...

I agree with Blue Angel on contacting eBay and or your cc company for a resolution.
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kipchoge

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Thanks everyone for the replies. Yes, the seller is taking it back, no problem, so I'm good. I still think that EGO should provide a better list of authorized retailers, and I'm still curious where these ebay sellers are getting all of their stock. It isn't like 1 or 2 here and there, it's like they have a full inventory. 

And no, I didn't pay more than the Home Depot price when I purchased.

And yes, this buyer will now be more ware!
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Bill Menzel

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I had that problem, twice, with Amazon.  Both times the third party were Chinese companies.  By looking at their names, I didn't know the origin of these companies.  One company never sent the item I ordered and had to dispute charge on my credit card.  The second company took a month before they sent my order. Both companies did not have phone numbers to call for follow up status of the order, only email.   In my opinion, I would not order anything from Amazon that involves a third party.  Just my opinion!
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Ken, Champion

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You said above you were looking for warranty support. Did you mean you were just trying to register it, or was there a problem? If the latter, I wonder whether the eBay seller somehow acquired some returned stock or something. I'm curious as to how some of these unauthorized sellers get stock outside of the normal distribution channels.
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szwoopp, Champion

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Someone posted here a while back about purchasing a container full of HD returned items.  Amazon returns is a big business in itself.
https://www.theatlantic.com/technology/archive/2019/01/where-amazon-returns-go-to-be-resold-by-hustl...

(Edited)
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Blue Angel, Champion

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In either case the items should not be advertised as new. Assuming of course that’s the origin.
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szwoopp, Champion

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Well sure and unauthorized sellers shouldn't put a graphic of Ego's 5 year warranty on their page either.
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kipchoge

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The saw/battery/charger was brand new as far as I could tell. It failed when I used it in the rain. Thanks for the Amazon warning, hadn't thought of that. Speaking of Amazon, there's a boycott brewing, which is what originally drove me to ebay (and lower price, too). cancelprime.com