Disappointing customer support

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  • Updated 3 years ago
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I purchased the new snow blower about a month ago online from Home Depot. Out of the box, the left wheel fell off. It was not a shipping issue as the inner wheel assembly that connects to the axle was screwed in crooked and stripped the inside of the outer wheel. I verified that the batteries charged correctly and the basic functionality works. I contacted customer support and was told to call back in early November when they will have the part. I also sent an email with pictures which was never responded to. I called back today and was told that the part is still not in stock and I should bring it back to Home Depot for an exchange. I'm disappointed as an owner of multiple ego products that I am either not responded to or told different stories from customer service. So now I have to find a local Home Depot that has it in stock, box up the snowblower, and exchange the whole thing just for a wheel. If I knew the hassle this process would create, I would have not have taken the risk on this new product.
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Jeff

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  • disappointed

Posted 3 years ago

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Jeff

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TK

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You don't have to box it up, just take it back, and HD will take a new one out of the box, and they use that box to return it to the manufacturer. If I purchase something that size I always have them take it out of the box, as it is easier to return, and if something falls off of it I will see it right away.
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Blue Angel, Champion

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I have had HD staff actually suggest the same, taking it without the box if it's a large item.

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