First Experience with Ego Customer Service - Very Positive

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  • Updated 7 days ago
  • (Edited)
I own many Ego products, among them is a 21" SP mower.  I have read many posts about problems with the self propel as well as horror stories about customer service (on hold forever, no callback, long waits for warranty replacements, etc...).  So when I went to mow the lawn today and my self propel failed  I was not a happy camper.  It was 5:30 EST and customer support was closing in a half hour. 

I called and was prepared for a argument based on what I read on these message boards.  Within 2 minutes I was prompted for a callback opportunity.  I accepted it and was sure in would not happen today.  I was shocked when 10 minutes later the callback came.  The specialist asked how she could assist.  I explained my issue in detail and took a breath in to go into my "I am not going to wait 6 weeks for a replacement"  when she immediately she offered to ship out a replacement.  I was taken back, she stated it would ship and will be in my possession in 5 to 10 days.

I really have to wonder about some of the complaints on this site after my experience.  Customer Service was prompt, compassionate, and addressed the problem in a appropriate timely manner.  Way to go EGO, I am a happy Ego owner.
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Bill

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Posted 2 weeks ago

  • 6
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Bryan

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Happy to hear about the positive customer service. Do you know if your replacement will be new or reconditioned? Just curious.
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Bill

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I believe she said new but I am not positive
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William E Hanson

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Can't imagine them sending a refurbished unit.
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MICHAEL D RIDDLE

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How old was your Ego when the self drive failed?
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Bill

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purchased in March of 2018 so 16 months
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MICHAEL D RIDDLE

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I just spoke to them again. They said they don’t have a policy to send out a replacement. Very unhelpful. This will be the last one of their products I ever buy.
In my opinion they are a Micky Mouse company who don’t have the ability to provide adequate service on a timely basis.
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Bill

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I am sorry to hear that your experience was so different than mine.
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MICHAEL D RIDDLE

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Me too. It seems their customer service is as inconsistent as their product performance.
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szwoopp, Champion

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I think you are off on both counts Michael.
This board is not a broad sample of Ego customers - rather a skewed sample featuring those having a problem of some type.

Over all I have found Ego products and CS very reliable and helpful.
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William E Hanson

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Michael, I realize how you feel, but don't allow a bad experience alter your course in choosing your equipment. EGO isn't perfect or any other brand. However, it's definitely an edge over the competition if you consider the broader picture. You have to decide to hang with the doom and gloom or look beyond that.
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Oregon Mike, Champion

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Awesome report. My one and only customer service experience was also quite positive. Please let us know how long it takes for you to receive the mower.
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Bill

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I will update as soon as replacement arrives
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MICHAEL D RIDDLE

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I hope I can call and get the same treatment. I was not so lucky on my first call. No one made me that offer.
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Craig E.

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Who was the CSR rep?
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Bill

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I wish I could tell you her name.  I was prepared for a different experience and was taken off guard.  I wish I knew because I would like to let her supervisor know how graet she was.  I am going to follow up and find out who it was.
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szwoopp, Champion

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My experience with Ego cs has been great as well.
(Edited)
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MICHAEL D RIDDLE

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No idea
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William E Hanson

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Customer service reps usually have a script to go by based on the customer's description and/or demeanor. They are human and respond accordingly; my experiences, in general, is being cordial and calm gets the best results. When we see angry posts here, you can bet they weren't exactly cool during their call either.
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MICHAEL D RIDDLE

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I was very cordial during the call. It was the outcome that made me mad.
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William E Hanson

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Michael, sorry for your bad experience. Don't give up on EGO; call again to speak with different rep.
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Michael Trethewey

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I think so many of those comments come from other company's people,they just make up problems that do not exist,I screen the posts,I think EGO is a good company with great products I own a trimmer, blower and 21inch mower and would buy a snow blower as well,the snow blower is the last gas machine I have.sold my Honda for there mower and love it,cuts just as well or better.
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Michael Trethewey

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The only thing I added on the 21 inch self drive was I added another blade which makes a big difference.
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Oregon Mike, Champion

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Michael, what exactly do you mean by adding another blade? You switched over the EGO high lift blade, or someone else's blade? If the latter, which one did you get and how easy was it to attach to the EGO mower? 
Or, did you somehow add another blade to the existing blade? Meaning 4 cutting surfaces now instead of 2?
And, whichever scenario it was, how has it affected run time?
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Michael Trethewey

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I do not have uplift blades as I Mulch,just add regular blade in a cross utube will show you how it is easy.If you have uplift blades this should work as well.Does not seem to effect run time that much,since it takes me 30 minutes to mow my grass. hope this helps. Mike
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Craig E.

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Can you please provide the YouTube link?
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Michael Trethewey

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utube cross blade on Ego mower
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Oregon Mike, Champion

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Michael I searched YouTube for those exact words. No direct installation instructions but just reviews of what people tried with theirs and one brief description of a washer placed between the blades.
Do you have a more detailed link of the actual install of the blades? Some might need a bit more help by seeing it all sort of step by step.
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Michael Trethewey

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Type in Ego two blades
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Oregon Mike, Champion

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Yeah, that's the one I saw and referenced in my comment. I'd like to see a link with actual installation of the 2 blades.
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szwoopp, Champion

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No video of installation.  He states he simply adds a washer in between the two blades and tightens with an impact wrench,

He has another where he stacks the 2 blades directly on top of each other rather than in an X pattern.  I think his biggest benefit may come from forcing the mower into "high gear".  As has been stated here often - it would be nice to have a turbo button on the mower to be able to force it into its higher gear.
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szwoopp, Champion

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It would seem that if you are adding a washer and a second blade you would be short on bolt thread left to engage with the mounting point.  But, no mention of a longer bolt being substituted in.  That makes my ankles nervous.
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William E Hanson

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The guy did mention he felt the change was insignificant because of the overall depth the bolt went.
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Craig E.

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I just tried adding a second blade on my 20" SP Steel Deck, and it didn't fit.  With the washer between the two, the second, outermost blade protruded too far out and would rub against the deck.  Without the washer, it would work, but it's insecure that way. 

Anybody else have a different experience with my unit?
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Craig E.

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On a positive note, I realized that, when I took the bag off this spring to start mulching again, I forgot to insert the mulching plug!  Doh!  Mulches MUCH better with that sucker inserted!  LOL

BTW, anybody find a cheap source of replacement plugs for the 20" SP Steel Deck?
(Edited)
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MICHAEL D RIDDLE

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The problem with the self propel motor drive is known and acknowledged by the company. Unfortunately they are not providing a practical solution to those impacted by this component failure.
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Bill

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I agree Michael Trethewey, I don't believe ALL are real complaints on this forum, only some.  I am very happy with the Ego product line.  I own the snow blower, backpack blower, Power head (with string trimmer, pole saw and edger) and, of course, the lawn mower.  I am considering the Nexus 2000w power station as my next purchase, just waiting to see a few more reviews before pulling the trigger.

Michael Riddle, did you try calling and asking for a supervisor to see if you could get a resolution or find out why some are replaced right away and others must be taken to Home Depot for repair.  I agree with some of the other posts here, if you cant get a replacement sent then bring it to Home Depot for repair, buy a mower to use during the repair period and return it within the 90 days.  I don't know what the failure rate is on the drive unit so we can only guess how much of a problem this is.  I do know that the drive unit was redesigned but that does not prove a systemic problem.  I can tell you that they did request I return the old mower so they can identify what caused the failure. 

Michael, I wish you luck with your problem and hope you find a agreeable solution.
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Bill

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shipping
(Edited)
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UPDATE - replacement mower arrived today.  I unboxed, changed my blade (I have a high lift blade on the old mower.  Too tale for a test tonight will test out tomorrow or Thursday when i mow the lawn.  have to ship the old unit back to Ego for them to figure out whet happened.  Thanks Ego.