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I called the customer service line. Received an automated greeting "..this call may be monitored.. if you speak Spanish press..." two rings after that i was speaking with a very pleasant lady named Susan. I explained my problem and in a call that took less than 45 sec I had a replacement on the way.
This is true customer service! It wan't a trivial choice to drop $500 on a push mower but this call more than confirmed we made the right decision. We love our new mower and feel like we have a partnership with EGO. This type of service really increases the value of the mower. I hope we don't have to make another call but it is good to know if we do it will be a pleasant experience.