Home Depot Warranty Repair

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  • Updated 10 months ago
  • Solved
  • (Edited)
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My 20" EGO mower suddenly stopped after 2 seasons of use.  Took it to the Home Depot I purchased it at on July 24th of this year.  Called the Home Deport repair center today, September 13th, at 855.284.3349, to get an update and was informed that it will be 3 more weeks before it will be returned to me. Why does a warranty repair takes over 3 months?  Is this a normal time frame for a warranty repair?
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Greg Hagerman

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Posted 10 months ago

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Portia Holliday

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They send them ALL out to Atlanta, GA for repairs.
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Amber F., Official EGO Rep

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Not actually the case. While not every Home Depot does repairs on site, many do. Therefore, there is no need to send everything to Georgia.
(Edited)
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giggleherz .

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What is up with all the needed repairs? I read electric shafts are tougher than a gasoline motor. No one mentions what is wrong exactly just that it died, a few more details would be help-full.
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Portia Holliday

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I've had no problems, but when I called HD to inquire they advised me that it takes (4) weeks bc they send it to GA
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Jim Hippen

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There are many factors. Most Home Depots only have one shipment each week to the repair center. If their shipment goes out on Wednesday, and you bring it there on Wednesday evening or Thursday, it must wait until the following week to ship. Once it gets there it must be evaluated to see what needs to be fixed. Then parts must be ordered. Some parts take 2-3 weeks to get to the repair center. Some take even more. Then it must be reassembled, tested, packaged for shipping, and shipped back. Each step adds to the total. Our Home Depot tries to shorten this by repairing EGOs in house. We still have to wait for repair parts. Then, if the parts we install don't fix the problem, we have to order and wait for more. EGOs are quite new, and most Home Depot repair technicians are not trained on their care and keeping. Thus the need to send them away. We hope the problems get worked out, Because when they work, they are great machines.
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Blue Angel, Champion

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Thanks for the insight, Jim!!!
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Pete Innes

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It takes that long because they don't give a sh*t after you've paid a ton of money for the product. I'm still waiting on rear gears and a friend of mine has had his in a local repair agent for three months waiting for a switch and rear gears. Customer service is absolutely diabolical
(Edited)
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bloomz

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"Local repair agent"?
Whats that?
Sounds diabolic! LOL
(Edited)
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Blue Angel, Champion

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Pete, if your friend has been waiting three months he should be contacting Ego Customer Service and having them escalate his case.
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SCDC, Champion

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(Pointing up at Blue), if you haven't what Blue said, you should.
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bloomz

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Why?
Theyre great machines, but their repair chain sucks, obviously.
Sure glad mine hasnt broken and hope it never does cuz i Love this mower, but dread it breaking.
Tho im fully prepared to purchase and return if it does.
So, given that, its an easy workaround.
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bloomz

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That said, IF this was a WIDESPREAD problem...

I'd think/hope Ego would have done *something* about it by now?

Like adding a few more repair stations at various locations?

So, my guess is it aint widespread enough for them to do that.
(Edited)
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Tom Jacques

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One could alway buy a new unit form the store use it while yours is being repaired and when yours is returned you then return the second one you bought. HD has a 90 day refund policy, no questions asked and you don't even need to keep the factory packaging. Easy peazy.
(Edited)
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SCDC, Champion

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Tom,

While a person "could" do that, it really becomes an ethical problem.  I'm sort of torn here.  I personally don't think a repair on something electric should take more than 2 weeks.  There is really nothing to these but some wires, switches, control boards and motors.  MUCH easier to repair than gas. 

A large part of the problem goes hand in hand with being the newer kid on the block.  Logistics.  EGO (the mother company Chervon) is a HUGE company, but sometimes with a company this big, the red tape also gets longer.

I hope for 2 things.  EGO branches out from Home Depot, EGO partners up with a better established national service chain and allows all parts for the mowers to be purchased outside of the warranty.

Just some random thoughts.
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Blue Angel, Champion

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Amen!
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Amber F., Official EGO Rep

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Official Response
We're so pleased you've shared your experience, Greg, because the repair process is not supposed to take that long. Our customer service team is looking into your case right now. 
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Greg Hagerman

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Thank you Amber
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Greg Hagerman

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I just received a call from EGO.  Because of my mower being out for a warranty repair for so long they are going to send me a new mower as a replacement.  Will post when I receive it.  THANK YOU EGO!
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Amber F., Official EGO Rep

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Thank you very much for giving us an opportunity to make it right! We apologize for the hassle and wish you nothing but the best in the future with the replacement. Please keep us posted if we can help any further, as well as to how you like the new mower. :-) 
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Greg Hagerman

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Received the replacement mower today.  Brand new, in the box with all the accessories.  Thank you EGO for making a bitter experience a good one.
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szwoopp, Champion

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Great news Greg !
Way to go Ego - that is customer service in light of a bad situation.

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