Blower received without battery

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  • Updated 7 months ago
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Hello, 

I received Home Depot Store SKU #1001989418, Internet #300119234 - "EGO 145 MPH 600 CFM 56-Volt Lithium-ion Cordless Backpack Blower with 7.5Ah Battery and Charger Included" today and there is not a battery included in the packaging, as described in the item listing.

The product was shipped in the product box, but not inside another shipping box to better secure it. The product box has a circular seal on the top that was loose, allowing you to open the top of the package. The box has also been handled roughly from the looks if it, so I cant tell if the seal just came loose from handling or if the package has been previously opened.

Either way, the battery is not present, but is needed to operate the product...

Should I return this item to a local store and explain this, or can a battery be shipped to me to complete the order, or is there another option?

Yes, I looked through the packaging completely. I also saw on here that some people have had this issue but with a note stating that the battery is shipping separately. There was no note like that and the package had several warnings on the outside of it regarding 'lithium ion battery in contents'.

I called EGO support since it looks like the item was drop shipped direct from EGO/KENCO/CHERVON, but after a 30 minute wait and countless notices about community.egopowerplus.com essentially being a better avenue for support, I hung up and decided to create a thread here for support.

Thank you for your time.
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Brad

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Posted 7 months ago

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Blue Angel, Champion

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Typically the larger batteries do ship separately from the tools, though I must admit I don’t remember seeing a missing battery report for a backpack blower.

Is there any indication on your shipping paperwork that this was “one of two” packages, or something similar?
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Brad

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Thanks for the reply. No, there is no indication of a separate shipment related to the battery. And from the warnings on the outside of the package, it appears that the battery should have been shipped with the blower. I was pretty excited to compare this to a Husqvarna backpack blower of mine but I guess that will have to wait a little longer.
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Brad

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I responded to the support email yesterday afternoon by providing the requested PO # to the CS Lead so she could assist in resolving. I am awaiting follow up. Thanks.
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Brad

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If you have any help to provide, I would appreciate it. This has still not been looked into or resolved at this point.
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Brad

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Yay! I got a call and got this straightened out, Thanks!
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Oregon Mike, Champion

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Thanks for coming back and commenting that it's been resolved.
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Brad

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Can't wait to get the battery and then try this guy out!

I am a big fan of battery powered anything and am ready for internal combustion engines to soon start taking a back seat! :) 
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Blue Angel, Champion

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Amber, Jennifer, over to you! :-)
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Brad

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I am still having a tough time getting this looked into and resolved. I have tried calling customer service but the wait was too long and I had to hang up. I have had Home Depot attempt to contact customer service on my behalf, but they gave up as well. Out of this thread being created, as suggested by the on-hold recording due to long wait times, I got an email from a customer service lead who asked for information and I never heard back. I emailed her again asking if she was able to look into this, but didn't hear back. Perhaps she is off for the holidays. I realize it's been under a week since I reported this, but i'm not having a very good experience so far. I am sure glad this wasn't intended to be a Christmas gift and was just a gift to myself. Is there anything else I should be doing to help move this forward towards a resolution?
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Brad

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I got a call from customer service and got this straightened out, Thanks!
(Edited)
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Ken, Champion

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Brad, if you don't mind my asking, I'm curious as to what you found out, whether the battery wasn't packed in the kit as it should, or if it shipped separately and it wasn't labeled as such.

Reason I ask is, I know they ship the 7.5 Ah battery separately from the mower, but I haven't heard that happening with the blower. I was just wondering whether that was a new fly in the ointment. 
(Edited)
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Brad

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They said the shipment weight was right, so I took that as saying they battery was there, but didn't make it somewhere along the way. I should have clarified, I was just happy to have someone helping resolve it.