Chainsaw failure!

  • 1
  • Problem
  • Updated 2 years ago
  • Solved
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Duplicate

Chainsaw Failure. First of all I love all my EGO products, think they are made well and really live up to their claims. I have purchased everything they make except the snowblower and am extremely satisfied with them. I was disappointed today when I went to use my 16" chainsaw and it was dead would not do anything, after trouble shooting it I called customer service and was directed to take it back to Home Depot for service. Home Depot charged me $18 up front and told me it would be 6-8 weeks as they just send them back to EGO. Now I have a need for a chainsaw and have to wait 2 months before I can finish some work. The chainsaw was only 5 months old, I am not sure if this is the norm for handling this type of repair, but if HomeDepot is just going to mail it to EGO, I could have probably sent it back myself quicker .
Photo of Ben C

Ben C

  • 70 Points
  • frustrated

Posted 2 years ago

  • 1
Photo of dpb dpb

dpb dpb

  • 454 Points 250 badge 2x thumb
Have similar issue with a mower.  If EGO has a warranty why are we paying this HD charge. HD is doing nothing to help.
(Edited)
Photo of Dave .

Dave .

  • 21,706 Points 20k badge 2x thumb
buy another CS (doesn't matter what brand/model) and return it before the refund time-frame expires.  that's the only sensible way to deal with EGO repairs through HD.  Don't even wait--buy another unit NOW if you need it now.
Photo of Michael G

Michael G

  • 8,810 Points 5k badge 2x thumb
What is the $18 for? Never hear of such a thing for a product under warranty.
Photo of Blue Angel

Blue Angel, Champion

  • 179,968 Points 100k badge 2x thumb
Agreed, it makes no sense but seems to be a common practice with Home Depot.
Photo of Amber F.

Amber F., Official EGO Rep

  • 68,272 Points 50k badge 2x thumb
Official Response
Hi Ben! We're sorry to hear about your chain saw. However, the tools are not sent back to EGO for service. Some Home Depots perform the repairs on site, whereas others send tools out to a Home Depot repair facility. We have currently agreed to a 4-6 week turnaround time with The Home Depot. If you are concerned that the process is taking longer than that, please call us at 1-855-346-5656. In the meantime, you can always get service updates directly from The Home Depot by calling them at 1-855-284-3349. This is the number to their warranty department, where associates can instantly search for and assist with your service cases. The $18 is a security deposit required for all Home Depot Repairs. It will be refunded to you when the item is picked back up when the repair isconsidered warranty. 
Photo of Dave .

Dave .

  • 21,706 Points 20k badge 2x thumb
4-6 weeks turn around time for garden equipment?   that's ridiculous.
Photo of Rich Z

Rich Z

  • 782 Points 500 badge 2x thumb
buy another CS (doesn't matter what brand/model) and return it before the refund time-frame expires.  that's the only sensible way to deal with EGO repairs through HD.  Don't even wait--buy another unit NOW if you need it now.
That is what I would do in the OP's shoes.  If you don't have one yet, get the Home Depot credit card. Making purchases using that card gives you a free one (1) year money back return on everything you purchase with it. That alone is WELL worth having that card.
Photo of Dave .

Dave .

  • 21,706 Points 20k badge 2x thumb
agreed!

This conversation is no longer open for comments or replies.