Handle Latch Issue

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  • Updated 1 year ago
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I bought a new EGO LM2100 mower from Home Depot. During my first mowing I noticed that even thought the latch on the left side of the mower was closed the handle still had considerable in and out movement.  I've since discovered that the left side handle latch is missing its rubber stopper piece that keeps the handle secure by friction.

I figured I would give the warranty line a shot and never got through to a human the 2 times I spend 20+ minutes on hold.  I love the idea of an electric mower and it cuts very well. I just don't feel very confident in a product when arrives with missing internal parts.

This post is basically a last resort for me before I box the mower back up and return it to Home Depot to exchange for something else....
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Will

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Posted 1 year ago

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Oregon Mike, Champion

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You could even try exchanging it for another Ego mower. Probably a good chance there wouldn't be 2 that are defective. The long hold times seem to be a common refrain around here. This sure seems like it could start to affect sales.
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Will

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I've thought about just exchanging it, but I live 1 hour from the nearest Home Depot.  So for that reason I've tried to reach out to customer service. I'm glad I decided to try the customer service route because its giving me a good indication of what the warranty experience will be like if I decide to keep the mower.
(Edited)
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David

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YUP,  A new defective unit is a sad reminder of how quality control has dropped in almost all products. Manufacturers or rather sellers have to start being accountable as to providing a quality product and support....be it manufactured in North America or China.
  Depending how far your local Home depot is , i would load it up..."unboxed and all" and head up to speak to the manager. Since it is a manufaturing omission; i would think it should be on him to either provide you for a loaner untill yours is fixed or exchange it with an in stock "non battery" unit.
At the very least, and if it a simple repair, swap a part from another unit or have him or the owner call through their internal lines of communication and  insist they  overnight a replacement part. Have it replaced locally by someone handy.
. Grass grows pretty quickly!
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(a)Typical Engineer

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This is for the gen 1 20" mower, but the rubber piece that is missing is pictured, very likely it is the same design.  What you could try in the mean time is to take the other side out, and then try and fabricate one out of hard rubber?  The last picture shows the green plastic cap and the square rubber block (black).

https://community.egopowerplus.com/ego/topics/20-mower-handle-locking-clamp-v2-upgrade-review
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Will

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Thanks for the input David. I just might have to go that route. But, in all reality, a missing rubber fitting isn't a giant problem.  Mistakes happen. People forget things. But it's how companies respond to adverse conditions that determines their reputation with the public.

I decided to take a chance on this mower after my cheap Murray gas mower finally gave up after 15 years of service.  Last year I switched to an electric weed eater and hedge trimmer, which gave me the idea of looking into an electric mower. So here we are....
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Will

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(a)Typical Engineer the green plastic piece with the rubber block is exactly what I am missing.  I took apart the the functioning latch on my mower and realized it had the block and the other side did not.  If it came down to it I could probably fabricate something to make it work. On the other hand, I'm not super enthused about making a part for a mower I've owned a week....
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Will

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(a)Typical Engineer and David, how has the reliability of your mowers been? Just curious.
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Will

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I have the same model. How long have you owned yours?
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Oregon Mike, Champion

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I've had mine since last Sept. Got a few mows in before first snow and then started it back up again in late March or early April.
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Ken, Champion

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I've had my 20-inch mower for more than two years and it has been great. All I've ever had to do is sharpen the blade occasionally. Once Ego gets you the replacement handle clamp I think you'll be very happy with your purchase.
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Will

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Thanks Ken! Glad you've had a good experience. I like mine so far, save for the minor latch issue.
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Amber F., Official EGO Rep

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Will, please call us! We can help resolve this. 1-855-346-5656
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Will

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Amber F., I have called. Twice. I left a voicemail detailing my issue earlier today. I decided to come on here because the endlessly looping hold message directed me here...
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Egocentric

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I fully agree, I would much rather do on-line or email warranty claims or technical questions.  They have a system but the word is they are moving away from it.  That said, I think I would just call and immediately leave my number for a call back.  
(Edited)
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Will

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It's been over 24 hours since I left a voicemail. Anyone out there have any experience with callback times?
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Egocentric

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I have never had that distinct pleasure. 
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Amber F., Official EGO Rep

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Will, were you able to speak with someone?
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Will

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Yes, I got through today and new latches are being shipped. Thanks for helping.
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Will

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Called again today and spoke with Brandon, who is sending me replacement latches under warranty. Just thought I would update the thread.
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Blue Angel, Champion

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Thanks for following up, Will!

So many people post problems, get some dialogue going, then we never hear from them again.
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Egocentric

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Excellent Will, as Blue said, its good to hear a positive result.  

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