Failure of Warranty

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  • Updated 3 years ago
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I (previously) owned at EGO 20in mower, model LM2001. It was used for less than 2 months, where it did work great. It was quiet, cut well, and was easy to use. During one use, the battery died so I fully charged the battery and  replaced the battery to complete the yard. The mower started briefly, less than 2 seconds, and then shut off. Upon trying to restart it, I did not get any power. NOTHING. I looked on forums and other blogs and have seen multiple others with this similar issue. The results did not look promising. 

I took it to Home Depot and they said they would have to send it to Chicago for repair. 8 weeks later, the mower was returned to Home Depot and a conclusion was made by the EGO "experts" in Chicago that it was "unfixable." Customer services at Home Depot said I would have to call the EGO service line for a replacement, which I did. 

I talked to several people with my issue. After pushing back and forth, EGO said they would replace the mower with a copy of the purchase. I explained to them several times that it was given as a gift, and the person it was given by had passed away a year ago and it would be impossible to obtain a receipt. They said there was nothing else they could do for me without this. 

This a very poor management of a company who takes pride in their product. The mower was basically brand new and used for < 2 months. This was a EGO product defect, a error in parts or a malfunction of the product as a whole--they never told me exactly what the problem was and failed to fix it. If this was a reputable company who stood behind their product, this wound not be an issue to resolve this problem. Any other company would support and stand by their product, especially if it was a error on their part, and replace it without question. It makes me sick that this was purchased for $500+ and EGO doesn't have the respect for their customers to replace a product that was sold to them already malfunctioned. 
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nick

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Posted 3 years ago

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Official Response
For what it's worth, I forwarded the email notification from the original post to Ego's Customer Support team to make sure they were aware. They responded that they were going to look into this case and get all the details.

The one thing I'm not too sure about is the "Ego Experts" reference. This could simply be the local repair facility for all we know. I don't think Home Depot provides the customer with much detail.

Hopefully Ego will post here once they are able to paint the whole picture and let us know what the outcome is.
(Edited)