Battery Locked in Place

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  • Updated 11 months ago
  • Solved
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My battery on my mower is locked in place, it will not release. I was told by EGO to take it to a Home Depot that services EGOs. I have 3 in my city and the one that services is the farthest away. I contacted them and they said they might not be able to service it and would have to ship it to Indiana and would not come back for 6 - 8 weeks! I live in Wisconsin, we will have snow on the ground by then. This is TOTALLY unacceptable. Up until this time, I have had no issues with my EGO mower, trimmer, or blower.  This is a critical time of year for mowing and mulching, so I'm quite frustrated. 

If customer service could contact me, that would be great. I would like to get this resolved. All of my products are registered and I have my address and phones on file with EGO.

Thanks!
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Kim Richman

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  • Frustrated

Posted 12 months ago

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David Cline, Champion

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I agree the long turnaround time is unacceptable and can't imagine that anyone would be okay waiting that long without a mower.

If you are able to buy a bare mower you have 90 days to return, or you can use an HD card for 365 days. Take the new mower back when you get yours back repaired.
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Kim Richman

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If I bought a new one, I would probably keep it and try to sell the old one!  Haha! ;-)

That's how much I like it, but we will see how we work this out. Customer service has been great!
(Edited)
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Kim Richman

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For some reason, this topic is marked "SOLVED",  IT IS NOT!  I have been offered a survey but will not fill it out until I feel it has been solved either way, then I will complete it honestly. 

The battery eject button does not work and actually cracked the little plastic lip that holds the battery in place on the mower battery BA2240. I will attach 2 pictures. EGO will not cover the damaged battery since it is only 4 months out of warranty (like I wrote, the battery was damaged by the faulty eject button which IS covered).  Customer service assured me it will not take 6 to 8 weeks for turn-around, but they suggest I take it back to H.D. and have them ship it to EGO, since the H.D. didn't seem to want to look at it.

I have been a great EGO customer spending almost $1000.00 on their products the past 3 years AND have bragged about the products I have on line and in my 'hood. In my opinion I deserve better  and should get the battery replaced since a broken plastic button on the mower (warranty covered) caused the plastic lip on the battery (not covered) to crack.

Still feeling "Frustrated" and I'm without a mower now!  

Thanks for allowing me to rant...any thoughts? 
(Edited)
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szwoopp, Champion

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I think Davids advice still applies.
 
Perhaps your best shot is to put the battery back in the mower and hope the repair shop comes to the same logical conclusion you have - that the mower damaged the battery and thus both should be replaced/repaired gratis under warranty.

I would imagine it was marked solved as taking in for repair is the advised solution.
Hopefully the repair personnel see thing the way you do and the over the phone folks are unable to.
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Kim Richman

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Thanks, Champ! That's exactly what I'm going to do. I'm heading out to Home Depot as we speak and have included a Post It note on the battery cover.
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Kim Richman

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This just keeps getting better.

Home Depot "needed" a $20.00 deposit before they would ship it out and repair it. I asked them why since it was going to EGO to get repaired (which was my understanding), they told me THEY repair it, and I MIGHT get the deposit back. What?  I'm getting different stories from Home Depot & EGO.  

I didn't have my Home Depot card and I don't know my wife's SS# (apparently she's "primary" on the card) so I had to put it on a debit card, which is difficult to dispute charges.  

I am seriously losing my patience with this system. If EGO people truly monitor this site, I would like an explanation of what's happening. My contact info is in your system.

Now, I'm going out to buy a cheap gas mower so I have something to use for the next "who knows" how many weeks.  It won't be Home Depot at this point. I'll give it away if I ever get the EGO back. 

Still frustrated and thanks for letting me rant!
(Edited)
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Amber F., Official EGO Rep

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Our apologies for any misunderstanding, Kim. As stated on our warranty page, there may be a small deposit required when dropping off your tool. This is The Home Depot's policy for repairs (not EGO's). This deposit is refundable when the repair service is deemed to be covered under warranty. 

See the warranty here: https://egopowerplus.com/pages/warranty-policy
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Kim Richman

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Problem resolved (despite Home Depot's debacle). Thank you EGO!

Your customer service reps are the best. 
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szwoopp, Champion

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Nothing like a turnaround/comeback story.  Thanks for letting us know the results Kim - always good to hear that things worked out and we can count on Ego customer service if we should ever need it.

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