GREAT CUSTOMER SERVICE!!!!!

  • 3
  • Praise
  • Updated 11 months ago
When my 1 year old Ego 21" SP model 2100 had an issue, Omar in your CS dept went over and above in resolving the repair issue. Because I live so far from a Home Depot Tool Rental store where they repair Ego's, he will be sending me a NEW mower with a prepaid RMA to return my old one. There was no fuss, no "well, we can't help where you live" retort, or any other lousy comments most other places tend to use. Instead, Omar "owned" the problem and solved it to my total and complete satisfaction. Thanks to all!!!!
Photo of Richard Robbins

Richard Robbins

  • 274 Points 250 badge 2x thumb
  • happy

Posted 11 months ago

  • 3
Photo of Blue Angel

Blue Angel, Champion

  • 138,676 Points 100k badge 2x thumb
Awesome feedback, thanks for sharing, Richard!
Photo of SCDC

SCDC, Champion

  • 45,296 Points 20k badge 2x thumb
That's the EGO I know and remember... Nice to hear.
Photo of Donald Kellander

Donald Kellander

  • 110 Points 100 badge 2x thumb
I don't agree with the great service evaluation.  I am so sick of dealing with you on the phone I am finally returning my new electric mower for a refund!   When I tried to phone you I waited unexpectedly a long time - more than twenty minutes and out of about four attempts I only got answered once!  The other times I waited and waited and finally hung up - they certainly took more than twenty minutes but i didn't wait to see how long I would have actually waited.  Of course I could have had you call me back but I won't bother with that I always get busy and don't want to bother with the phone.  Ho hum!
Photo of Blue Angel

Blue Angel, Champion

  • 138,240 Points 100k badge 2x thumb
Donald, what was the reason you were calling? Perhaps we could have been of assistance here?
Photo of Ken

Ken, Champion

  • 43,188 Points 20k badge 2x thumb
I see in another post that you just bought the mower you're having problems with yesterday. The easiest thing to do would be to exchange it immediately where you bought it from.
Photo of Amber F.

Amber F., Official EGO Rep

  • 53,406 Points 50k badge 2x thumb
Sorry to hear that, Donald. Were you able to speak with anyone? Is your issue resolved?
Photo of Amber F.

Amber F., Official EGO Rep

  • 53,664 Points 50k badge 2x thumb
Thank you so much for sharing your experience, Richard! We will absolutely let Omar know you were pleased with the experience. :-) 
Photo of Tom Jacques

Tom Jacques

  • 794 Points 500 badge 2x thumb
That's reassuring, I love my EGO SP mower and leaf blower, but am concerned about service/repairs. I may have spoken with the wrong HD rep, but the guy in the power tools section said he didn't know anything about bring EGO products to them for repair, he said if it breaks or I'm not happy I can always return it with 90 days as long as I have all the packaging. So what happens after 90 days. Seems contacting EGO getting a replacement shipped to you and RA to return the broken one is the only solution. So where does it say " Home Depot" is an authorized repair facility? Or do they give you a new one and return the old one to EGO. USAF Rerired
Photo of Dave .

Dave .

  • 16,194 Points 10k badge 2x thumb
That HD guy is rogue.  You don't have to have "all the packaging" in order to get a refund within 90 days. 

If you browse thru this forum you will find lots of complaints about long repair times.
(Edited)
Photo of szwoopp

szwoopp, Champion

  • 39,874 Points 20k badge 2x thumb
Tom
If you call Ego customer service
1-855-EGO-5656 (1-855-346-5656) from 8:30AM - 8:00PM EST (Monday - Friday) & 10:00AM - 6:00PM EST (Saturday & Sunday).

They can tell you where you would go for repairs based on your location.  Most likely HD, but sometimes it is different.  Dave is right that you got a bad HD rep that was misinformed.

Also, always lots of help available here for trouble shooting problems.

Unfortunately, reports on HD repair times have not been good.  But Ego stands behind their products and will step in when needed.