Home Depot Warranty Repair

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I was directed by customer support last night to take my nonfictional mower to a specific Home Depot for warranty repair. The folks there refused to take it. They suggested another store. Has anyone else had this problem? I'm not up for wasting more time on this. I just called Ego twice and got voicemail.
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Will McCutcheon

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Posted 2 weeks ago

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Ron Edinger

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I posted a lengthy article about EGOs the horrible state of their warranty system. Seems to have gotten lost somewhere on their site. Bottom line is that currently my mower has been gone for about 3 months for a warranty repair. Latest news from HD today is that the repair facility ( repair is not done at your local HD store ) is awaiting a part. About 3 years ago with a different EGO mower, but a similar problem, I was without a mower for 2 - 3 months. I have quite a few EGO products. I have two of them that I can still return to HD during the 90 day return policy. Customer support is non-existent, the mower transmission system is problematic, and warranty repair unacceptable. Let me suggest to anyone that if your machine goes in for repair buy a replacement and then return it to HD within the 90 day period. I don't like to approach the problem that way, but in the last 3 years I have been without a mower for 5 months, and counting. 
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Will McCutcheon

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Ken - I was an enthusiastic customer until my mower wouldn't start. A day later I'm on my third phone call to a tool conglomerate who can't seem to give me any assurance that I won't waste another couple of hours tomorrow just getting their multi-billion dollar service contract with another multinational company to work. If I'm lucky enough to get another local HD to accept it, I get to pay someone to mow for me over the next couple of months while my mower sits waiting for 20 minutes of work. Then, let's hope it's actually fixed.

I believe that many Champions are neither employees nor contractors. However, I know what it's like to work for a Chinese company and this is America. There's more to the story than just volunteering time for a multinational corporation with hundreds of brands and billions of revenue from goods manufactured overseas. While choosing words regarding compensation carefully may align with the internal script, it ruins credibility once the truth eventually surfaces.
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Ron Edinger

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I need to update this. Once I called customer support they were fabulous. I could not be happier with how it was handled once I called. The key is once I called. When I take a car in for warranty work I expect the dealer to keep me informed by e-mail or text. If EGO would provide the customer status tracking page that is accurate and up to date they would spend a lot less time answering calls. I have been unable to get an update without going to the local HD to inquire about the status. Even then the info is hazy. If Amazon can do such a great job of providing updates via their web site EGO should also be able to do it. Kudos to Amber in customer support
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szwoopp, Champion

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Amber is a gem.  Thanks for posting the update Ron. Glad to hear you got things taken care of.
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Derek

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This is EXACTLY!! my situation and my solution.
I too hate to waste everyone's time and energy, but EGO won't return to me a fixed machine even though it was purchase less than a year ago (when I brought it in)
That was over 4 months ago.
HD is no help "still waiting on parts" is all I get from them.
EGO is even less help since they won't answer the phone or reply to messages left.

the 90 day guarantee is about all that we have as customers.
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kenny Garcia

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HD should give you your money back ASAP!! Talk with Manager at HD not floor staff. You just have to stay on their butts to get what you need to solve your problem. EGO needs to hire more people. And open more repair stations around the country. After All they are in 65 countries !!!
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szwoopp, Champion

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Will - I would call the HD location to make sure they have a repair department before driving there.

Only reason I can think that a HD would not accept a tool for repair.  Generally it is the rental department that also handles repairs.

Have not had or heard of this problem.
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Kurt Meyer

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HD does no repairs in-house, everything gets shipped to a regional or national repair facility. My local HD also was repeatedly incompetent dealing with EGO repairs, but at least the manager tried to be helpful. He seemed overwhelmed by the process. I have had good luck communicating with EGO directly via their national service center, keep trying to reach them and tell them what happened, be persistent as needed. Supposedly they are getting better.

One thing—if you do get HD to accept your mower, be sure to get them to note in the ticket if they keep your battery. My store lost mine.
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szwoopp, Champion

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Some HD will do in house repairs.  Mine fixed my snowblower and got it back to me in just over a week. 
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Ron Edinger

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FROM EGO: I spoke with the RLC and my supervisor about your case. Due to the wait time on the repair- we will be sending a new replacement mower. Can you please confirm a shipping address for me? Let me know if you have any questions.

I just rcvd the above e-mail from EGO after calling customer support yesterday at around 5 PM eastern. 
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szwoopp, Champion

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Thanks for the follow up Ron.
Good to hear Ego is taking care of things.  They usually do a great job of taking care of their customers. 
Hopefully the repair system can get revamped and provide better service as well.
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Ron Edinger

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Revamping is definitely required. 
BTW do you know anything about a potential solar panel for the 4 battery power station. Read a rumor once that they would make one.
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szwoopp, Champion

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That was posted by several of the online tool reviewers.  Expected in 2020 from what I read/saw.  I do not think there has been anything official from Ego, but with several tool review guys saying the same thing I would think there is something to it.
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Dave .

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You need to go to a Home Depot store that has a Rental Department. 
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bloomz

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They all do - it's called purchase and return - lol
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Kathleen Wirtz

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I just returned my mower to the Home Depot because it was thankfully within the 90 days of purchase.  Taking the edger back too.  Not happy with HD as they told me that they had another one and could swap it out but when I got there - they did not have the mower I bought.  Frustrated, I just returned it and got a refund on the purchase.  Not going to buy and EGO again.  
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Kurt Meyer

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I bought a Toro 60V 22" steel deck lawn mower with 6AH battery after my experience with an EGO mower that had a problem in third year of ownership, went in for warranty work which was a complete cluster situation by both EGO and HD, worked poorly after I finally got it back but I didn't want to deal with HD or EGO service anymore, died completely a month after the warranty expired, and EGO support told me tough luck.  

The Toro is great.  It cuts better than the EGO ever did, no contest.  If it ever needs service, the local implement dealer I bought it from is an authorized service center, has employees who know what they are doing, and will be able to fix it and will stand behind their work and their product.

I still have an EGO string trimmer which works fine.  Other than that I'm done with EGO.  I'm still sore enough about it to be motivated to contribute to this forum and share my experience for anybody who might be on the fence about buying an EGO product.
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Dave .

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If you are done with EGO, why are you still posting here?
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bloomz

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"I'm still sore enough about it to be motivated to contribute to this forum and share my experience for anybody who might be on the fence about buying an EGO product."

I'm ok with hearing the negatives about HD "repair" service, and it is something everyone needs to be aware of.

It's Ego's Achilles heel.  I love my Ego products, but - dread having to ever send them to Timbuktu for repair (or not).  I wonder if the horror stories about the lousy repair chain have hit the Home Depot reviews yet?

A product is really only as good as it's after purchase service - and on that Ego seems to get an "F".

3 years now I see nothing done on improving that supply chain fault.
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Dave .

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I agree that the repair situation is dismal.  However, I like the tools. A lot.  :)
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kenny Garcia

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EGO takes time to work with you. Just have to be persistent about issue. Customer service friendly never had any issues with EGO Staff.
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Gerardo Mora

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I purchased my 21" self propelled mower in April of 2017.  On August 24 of this year, the self propelled stopped working.  I returned it to the HD on August 31 and have since been told that they don't repair electric mowers at the HD - they return them to manufacturer for the actual work.  I'm hoping to have better luck than some of you.  Other than it breaking, I've been happy with the mower.  One of the reasons I purchased it was because of the warranty (it is an expensive machine for it not to last).  Any suggestions?  Should I just sit back patiently or should I call for updates?  Should i call the HD number or the EGO number?  I agree with the poster above - the EGO number is always voice mail or 'call back', but at least they do call you back (30 minutes) if  you leave a call back number.
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Dave .

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repairs are done at Home Depot facilities--the mowers are shipped out.  find a HD with a Rental Department--that is where u drop off the mower.  expect it to be gone at LEAST a month.   Consider a "rental" unit in the meantime.  Whoever u spoke with that said it goes back to EGO for repair is clueless.
(Edited)
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szwoopp, Champion

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Ego advises that you call their customer service first to determine warranty coverage and be directed to the proper location for repair.

If you live in a metro area with multiple HD nearby I suggest you call them and see if any are willing to try and fix the tool in house.  One near me did and I got my snowblower repaired and returned in just over a week.  A competant and willing repair person is your best friend on this adventure.

Then bring your tool in for repair


per Ego

Not all Home Depots perform the repair on-site, so it is possible they'll be sending your mower out. However, per our service agreement, the entire process should not take more than 4-6 weeks. If it takes more than four, please give our support team a call (1-855-346-5656).

In the meantime, you can always get real-time updates on your mower's status by calling 1-855-284-3349. This is the number for Home Depot's warranty department, where associates can instantly search for and assist with your case. 





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bloomz

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I'm an Ego fan and I love my Ego tools.

But - I decided to look at the HomeDepot reviews a couple nights ago, and their ratings are slipping from what they were when I bought mine, with many of the negatives coming from lack of a decent (or even halfway decent) repair chain.  The others were cut quality, and if Ego were smart, they would include a high lift blade with it.