Here we go again...

  • 1
  • Problem
  • Updated 7 months ago
  • Solved
Archived and Closed

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My mower has been out for repair since August 7 and I was told by Chelsea that they would be replacing the mower once they received my purchase receipt, which I provided.  I have asked for confirmation that they had received said receipt.  I was told two days ago that someone would be contacting me that day.  Here we are two days later and I have not received any communication regarding my problem.  Why is it so difficult to actually find someone that will help instead of just marking the problem as "solved"?  This is not my first post for this problem.
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PDurb

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Posted 7 months ago

  • 1
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Blue Angel, Champion

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I just forwarded your concern, I’m sure they’ll get on it tomorrow.
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PDurb

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Thank you. I won't hold my breath. Who did you forward my concern to?
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Blue Angel, Champion

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Ego's admin team.  Apparently they will be getting in touch with you ASAP.
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Amber F., Official EGO Rep

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The order for your replacement mower has been placed and Chelsea will be calling you today. Our apologies for any inconvenience! 
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Ken Higginbotham

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How's that for customer service! :)
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Craig E.

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I hope that I never have a problem with my mower, because the service stories are all horrendous.

Good luck.
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PDurb

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While EGO may be good about taking care of the problems (that is, if you can ever talk to a customer service rep), their wait time is ridiculous.  I  have hung on the line on hold for 30 minutes and still not able to talk to anyone.  I used the option of placing myself in line for a callback and have gotten callbacks several hours later with a message left on my voicemail because the call had come before I had gotten out of bed.  Also, they have called me while at work and left a message for me to call them back...seriously?  I don't mind waiting on hold if I know I am going to be taken care of within a reasonable window of time.
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Ken Higginbotham

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I had an issue with Comcast and could never get anywhere. I friend told me to tweet Comcastcarea and the would handle it. Something about how things can go viral. Anyway, I did and they had someone on my issue in no time. Maybe you can find an official ego or chevron cares type twitter account?
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Dave .

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Years ago when Comcast was new in our area for internet service, there were tons of repeated equipment and wiring problems underground.  What solved my problem was escalating my complaint to an area manager.  He gave me his direct line and suddenly, when my internet would drop or slow, he'd have a crew out to my house in nothing flat.  A number of times.  The squeaky wheel...and there's really no need (usually) to have to resort to whining online (going "viral". I HATE that term).  Just deal with the company's higher-ups.
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PDurb

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It would be nice if the "higher ups" would care enough to communicate. All efforts of communicating via email or phone have gotten nil results thus far. When a customer representative tells me they will be contacting me that day, I should be able to expect that they will. Two days ago, they told me someone would contact me and, thus far, have not.
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Blue Angel, Champion

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I’d be upset about that too!
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PDurb

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I received my replacement mower today (thank you, EGO), but I was unable to test it as my battery was showing as being defective with a blinking orange light.  I have two chargers and tried in both with the same result.  Should I take it to Home Depot for warranty replacement?  The battery is 2 years old, so I believe is still under warranty.
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Blue Angel, Champion

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Warranty transactions are done through Ego Customer Service, you’ll have to give them a call.
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PDurb

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Called and left a message...<sigh>.  Also, I logged into my account on the EGO website and submitted (opened) a case on the off-chance that someone may look at it and take care of my problem.
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PDurb

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Wow...this is a first for me.  Within 5 minutes of the above post, I got a call.  Did I get lucky or what!?  Chelsea just called me and let me know they are taking care of my problem.  Thank you, Chelsea!!

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