HELP! Rear wheel broke off and customer support has been useless

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  • Problem
  • Updated 1 month ago
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The left rear wheel (standing behind) of my self-propelled mower fell off several weeks ago. I spoke to someone from the customer support team who offered to send me a replacement wheel (no tracking number; no instructions included). So now I get to figure out how to fix this thing myself... great. 

When my replacement wheel arrived, I removed the current bolt to install the new parts. That's when I noticed another piece was broken:

I got on the phone with support again (happened to be the same person), and she chastised me for not knowing that the other piece had also been broken. I told her that I'm not a lawnmower repair expert, and it may have been helpful if she instructed me to make sure this part wasn't also broken before ordering replacement parts. The support agent then spent some time figuring out what the part is, and told me that it's out of stock. She then instructed me to call back a week later to see if it's back in stock.

I'm sorry, but this is how EGO Power treats its customers? It's on me now to continue calling to find out if a part is back in stock? The company is taking zero responsibility for its faulty product (and yes, I've seen the broken wheel issue on this forum; it's a faulty product), and I'm stuck without a lawn mower for several weeks. 

It's beyond 90 days, (purchased in March) so I can't return to Home Depot. Any ideas on how I may be able to get this resolved. I'm so disappointed with the complete lack of customer service.
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Posted 2 months ago

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szwoopp, Champion

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Official Response

Give Ego customer service a call.  I know you are tired of calling them, but I think another call and a calm explanation of the problem should get you taken care of. 

I have had nothing but good experience with Ego cs and have read many stories here of people being taken care of very well.

Call first think in the morning if you can to minimize any wait