Ego warranty repair at Home Depot Tool Rental

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  • Updated 1 month ago
I have been very happy with my ego blower and trimmer. I had a defective battery and they sent a new one right away. Customer service is friendly. Two months ago my blower quit. I called and they informed me that I had to bring the blower to a Home Depot Tool center to get repaired. The closest one to me is over an hour drive (each way). I finally got there a month later. The representative who took my blower in said that they look at the devices but they are rarely able to repair them so they end up sending them to Ego. They said it takes a minimum of 6 weeks to hear back. They charged me $20 and I left the blower (fingers crossed, but feeling hopeless). It has now been another month and I have no idea what is happening. No contact, no ability to track my repair. It's spring in North Florida (which, if you don't know is second fall, debris everywhere). I guess I'll buy another blower or hire someone to blow my property every other day, right?! Not satisfied at all.
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stephen bender

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Posted 1 month ago

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Oregon Mike, Champion

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EGO's agreed upon repair times with Home Depot is 4-6 weeks. Give EGO CS a call and they will get involved with this and help you out. There's also a number you can call for HD repair status, but I can't seem to locate it right now. Hopefully someone else will chime in with that number.
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Oregon Mike, Champion

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PS, note that if you have a lawn mower it can be used as a pretty good vacuum for the leaves. I find my 21" push mower sucks up the leaves pretty well, especially when pulling the mower backwards. For sidewalks, patios, surfaces like that I just set mine to height #1 and it does a good job.
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William E Hanson

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I've seen enough cases where repair service is definitely sub-par, but customer service is great. Fortunately, the only issue I had to deal with was a power head and pole saw attachment that overheated. Home Depot accepted the return and ordered replacement that took about a week. It was within the 90-day policy. Warranty issues seems to be EGO's Archilles Heel.
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SCDC, Champion

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The whole repair setup isn't good, anyone who says otherwise is living in a dream world.  But, there are some options when things aren't going as planned. 

Reach out to the customer service team, but don't be a "phone jerk".  People these days tend to feel entitled and think if they are an ass on the phone they will get what they want.  The CS team at EGO care and I think you will get some really good results if you carefully explain the situation to them.

Hope you get your blower back soon.  Oh yeah.. .I hate Home Depot.  :)

PS.  Love your yard layout.
(Edited)
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Ken, Champion

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In addition to what others have written, I will say the representative was incorrect about the store sending tools to Ego for repair. Ego doesn't have a repair facility of its own. HD ships tools to HD's repair center, which is in Atlanta I believe. Since it's all within HD's system the store should be able to look up the status.

But your next move is definitely getting Ego involved.
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szwoopp, Champion

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Per Ego

Per our service agreement, the entire process should not take more than 4-6 weeks. If it takes more than four, please give our support team a call (1-855-346-5656).

In the meantime, you can always get real-time updates on your mower's status by calling 1-855-284-3349. This is the number for Home Depot's warranty department, where associates can instantly search for and assist with your case. 


I had a great experience with a repair at HD.  I think it depends on the competence and motivation of the repair [person at HD.  Got my snow blower repaired in 10 days.  Ego shipped the replacement parts to HD and they did the repair on site.  Unfortunately HD does not staff all of their repair departments as well.



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William E Hanson

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Thanks for this information; added to my file for reference.
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Harry

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Warranty repair, or any repair, where they cannot send the parts directly to the customer have been a real failure of EGO. This issue has been going on for years and they don't seem to be able or willing to address it. 4-6 weeks which frequently becomes months doesn't cut it in today's world. Fortunately all of my EGO problems have been solved by them sending me replacement parts and I do the install. Great products, poor logistic support.

Stihl makes competing products and they can be repaired at any Stihl dealer who does repairs and most do. Parts can be obtain in a week or less. Much better system. But I don't think the Stihl products are as good as the EGO, esp. in the area of batteries. But if one cannot get the EGO products repaired in a reasonable timeframe, the product isn't much good.
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William E Hanson

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Harry, thanks for the heads up. But, doesn't servicing it yourself void their warranty?
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Ken, Champion

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Yes, it would void the warranty. No company I'm aware of just sends parts to the end consumer to do their own warranty repairs. To begin with, the customer would need to be sure they had diagnosed the problem correctly and knew which parts they would need.
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Blue Angel, Champion

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Agreed. No company I’m aware of will send the customer parts for a warranty repair. In Harry’s case I’m betting the parts sent included only what’s shown in the “user serviceable” parts breakdown in the manual, not internal parts.
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Harry

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Except for a 7.5ah battery that failed, both other problems have been more cosmetic. Parts breaking and falling off. They sent me the replacements without question.
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Blue Angel, Champion

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Yes, Ego Customer Service is very good with sending out parts that are user serviceable.
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William E Hanson

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szwoopp, yes competence is the key; the level of competence at any particular store is the direct reflection of the store manager. He/she is responsible for hiring and retaining competent associates; it does cost more for quality. The saying, "where your money is, is where your heart is" holds truth.
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NEO

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Buy another blower and just return this one when yours comes back... You have 90 days to return at Home Depot!