Great Products, Disappointing Repair Turnaround

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  • Problem
  • Updated 1 week ago
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Since I bought a 21" mower in 2016, I have been a big fan of EGO Power Tools.  The products are well designed, efficient and reliable.  In addition to the mower, I got an edge and string trimmer, blower and chainsaw.  A few weeks ago, the chainsaw suddenly stopped working and I had to send it for repair under warranty.  I was asked to take the chainsaw to a local Home Depot store and to my amazement, I was told the process will take 6 to 8 weeks...  This of course happens at the time when I need the chainsaw the most and I wish the warranty repair turnaround would be much shorter.  It has been 4 weeks since I dropped the chainsaw at Home Depot, I called the store this morning and was told the chainsaw is fixed and that they should received it from the third party repair facility within 10 to 15 days.  EGO needs to put in place a faster and more efficient service system!
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titi

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  • disapointed

Posted 1 week ago

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William E Hanson

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Titi, that's disappointing to hear. I hope it's just growing pain and they'll improve this process soon.
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Oregon Mike, Champion

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Although it seems like you are getting it back at the early end of the estimate, 6 weeks, it seems the shipping times could be reduced to help speed up the process of getting the tool out and back.
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szwoopp, Champion

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HD repair process and turn around is very disappointing.
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Paul Christenson

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Ego needs to increase their presence in the repair side of the game...I'd like to see EGO linking with Interstate batteries for battery repairs...similar to the way Milwaukee, Rigid, Ryobi, et al have done...you can take any of those companies rechargeable batteries into interstate and THEY will rebuild them...They could link up with someone like Sears Home Repair...who come out and repair snow blowers, generators, et al
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Oregon Mike, Champion

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Might have to wait until all the hoopla over Sears possible bankruptcy dies down to see if Sears will be in that business any more. But, agreed, definitely need more repair facilities.
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William E Hanson

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Thanks for the heads up on Interstate.
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titi

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Agree.  I just don't understand why I have to go through the local Home Depot store to get my equipment service if they have to send it out to a third party repair facility with a 10 to 15 days transit time on its's end on each end.  It'd be much better to send the device directly to the repair facility.  They could send the owner and pre-labeled shipping box, that'd be much more efficient.