CUSTOMER SERVICE UNIMPRESSIVE

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  • Updated 3 years ago
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Unpacked my mower and found a dust cover broken.  One call was made to customer service, and I finally gave up, opting for the call-back in 24 business hours.  Of course the call back was made more than 24 business hours and while I was on a conference call.

I called back and was placed in queue hell.  First, why not provide me with a different line to call back on?  Also, why do I need to hear (every 20 seconds) about "checking out the website"?  Don't you think after hearing it again and again, I would get it?  Of course, the website does nothing to resolve my problem.

You "sincerely apologize for the wait", but what are you doing to improve wait times?
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David Vallina

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  • unimpressed

Posted 3 years ago

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bloomz

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This isn't about Ego, (I had good luck the couple times I've called Ego) but those "apologize for the wait" and "visit us on the web" messages,

"Due to high call volume, wait time may be long" means to me, somebody needs more customer service reps.

(Edited)
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Ken, Champion

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If I bought a new product and it came with a broken part right out of the box it would go right back to the store, especially if it was bought at Home Depot. Even if you ordered from the HD website they can handle returns and reorders in-store.

Apart from that, I agree it would be nice if Ego hired a few extra people, but this is their busiest time of the year and they're getting slammed. Be patient and call back from time to time. I wouldn't wait 24 hours.

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