Home Depot was a bad choice for EGO to partner with.

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First and foremost I just want to say that EGO products and their customer service is fantastic.  

OK, now on to the complaining about Home Depot.  I took my EGO product to Home Depot to have it sent off for repair as instructed by the awesome EGO peeps.  Home Depot charges me to send it off for warranty work (not sure why they needed money for warranty repair, but whatever), and said it would take 6 to 8 weeks.  Long story short, 8 weeks pass, I stop by Home Depot to ask about my mower, and am told,"have we called you yet?"  I then spoke to a manager who was apparently this guys brother/daddy.  Neither was helpful.  Got in touch with HD corporate and was given a story, but eventually told the truth, which was they lost my mower.  Supposedly a week later they found it, and it should be back in my local HD in 10 to 15 business days.  That puts this repair at 3 months to complete.  That is ridiculous.  

Everyone I have spoken to and chatted with that owns an EGO product and needed repairs that have had to go through the HD to get them have all had the same responses, which include HD customer service is horrible, HD slows down the process of getting a repair, and they lose our tools.  I have no doubt that there was a financial agreement between EGO and Home Depot to get the product out there, but their lack of customer service is going to be the death of EGO.  The EGO products are great.  The HD is not.  

How long is this contract with HD?  I say end it.  The word of mouth from your customer base will help EGO grow faster than HD will.  The HD are lazy and incompetent middle men, plain and simple.  
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Jim

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Posted 4 years ago

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Charles

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I have a mower and chain saw, and was considering a blower. Ego is off my list of vendors now due to these types of posts. I will not buy not pay a premium price for a tool that requires you pay and wait three months for a warranty repair and pay for it.

I love my mower and chain saw and they are working great now. I used to take comfort in the 5 year warranty and claims that we will take care of you. That seems to be less true now based on the number of posts having delayed warranty work.
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Jacob

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I'm pretty much married to my 20" mower during the mowing season, and don't mind it one bit. 7 hrs / week. COME ON SUMMER.. if you are half as happy as I am with mine, then you will be a satisfied customer.
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Dave .

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So...you sleep with your mower?
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Jacob

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Do you not?
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SCDC, Champion

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Ahh Jacob, we are one in the same. I simply love my 20" mower.  It's so light, runs a long time on a battery, and man has it been reliable.  My maintenance consists of sharpening the blade.   That
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TheAtomTwister

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About reviews and falsehoods: that is why I look for videos of tools in use.

One more thing: You could always buy a tool and then return it if you aren't satisfied given that the entity from which you purchase the tool would allow you to return it if you aren't satisfied.
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SCDC, Champion

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Jim,

I like having a big box retailer to go in and check out a product, but I also think that HD may be causing more heartache than benefit.  If anything, let HD carry the product, but branch out to Amazon or some other outlets.  HD does not do well servicing any product after the return period has expired.

That being said, I expect people to reach out to EGO's support personnel when there is an issue.  Ultimately their superior customer service takes the appropriate actions.  Their customer service is the #1 reason I chose and will stick with EGO.  It certainly wasn't because HD carries their products.

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Enthuz

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I don't understand. The 5 year warranty is with EGO, so shouldn't we deal with EGO and not HD. If you got the extended warranty, then that doesn't kick in until after the 5 yrs and then and only then should I have to deal with HD. It's this way for all of my items purchased from Lowes and I have had nothing but good experiences with them.
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SCDC, Champion

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Hi Enthuz,

EGO's service is performed through HD, so I believe it is a partnership.  I may be 100% wrong, but HD handles the servicing.

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TK

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I fully agree. I will not purchase any more EGO products until this problem is corrected. HD has their house brands that they support first. So this is like taking a Honda vehicle to a Ford dealer, and wonder why the service is substandard.


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Jeff L

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Where are the EGO tools serviced?  No inventory of parts?  Is this an ongoing problem with no solution, or is HD gearing up for better service?  How, or even If, is HD intending to address these issues?  This will not only result in fewer EGO sales but will leave a bad taste in consumers mouths costing HD other sales.
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Beth Walsh

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The EGO products are serviced in store according to my tool rental department. If something is beyond their technical know how the unit is sent out for repairs after checking with the customer.er and explaining the situation. I happen to like my company and have sent the comments mentioned here to upper management. He was Interested and took a lot of notes to review with the brand managers. I will post back as I receive answers.

Thanks to everyone for posting your Comments, concerns and suggestions for improvement.
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Blue Angel, Champion

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Thanks so much for your follow-up Beth!  It would seem you're one of the good ones! :-)
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Jacob

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I like Beth. She's great .
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Beth Walsh

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Thank you both for the kind words. I really like the Ego products so it motivates me to learn more. I am new enough with my trimmer I keep looking for more weeds to whack ;-0
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DavidH

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I agree with Jim,  I have had no problem with my Ego Equipment and is working well. My dealings with HD leave a lot to be desired and I do not think they are doing the Ego Equipment justice. This includes my interaction with HD when considering buying  Ego, their knowledge of the product is non existent, as a matter of fact I knew more about it than they did.
I believe this relationship could be costing Ego money i.e. New Customers and Returning Customers. It does not matter if Ego's Customer Service is the best (and I have found it is very good) if they are leaving the "Execution" of the Customer Service in the hands of these people then the Business Model is falling apart.
Just my 2 cents.
Love my Ego Equipment, do not like their Retail Partner.

DavidH
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JPWhite

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"This includes my interaction with HD when considering buying  Ego, their knowledge of the product is non existent, as a matter of fact I knew more about it than they did."

Interesting. That reminds me of my purchasing experience of a Nissan LEAF. New technology is something sales people often handle poorly. Probably why Musk wants to sell his cars direct.

EGO may want to consider direct sales and utilize smaller retail outlets at a regional level to handle pickup/delivery and service. Its more work, but may result in a better customer experience. The retail outlets that sell more expensive zero turn mowers might be a good option. Dealing with smaller companies would prevent them from being pushed around by the larger outlets.
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Jennifer VandeWater, Community Manager

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We appreciate all of your comments and please know that they are being read and shared internally.  We take this kind of thing very seriously and will certainly take everyone's opinion into consideration when considering the future of EGO.  We are happy to hear that you are at least happy with your tools.  That's our first priority!
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Jeff L

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  • Why not use local repair facilities already in place?  Appliance repairmen deal with brushless electric motors on a daily basis. They are in dishwashers, dryers, clothes washers, vacuum cleaners and many other applications.  The repairmen gain the necessary skills and training on their own.  Once certified, like automotive techs, they could repair the EGO products and either EGO or HD is billed if still under warranty.  I retired from a large international corporation that did just that.  Warranty repairs and customer service problems were quickly solved.  That manufacturer soon gained a reputation for quality products and service.  That company is Whirlpool.
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Ken, Champion

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It's not just Ego products where HD employees are inadequately trained. When I bought a smarthome hub at HD a few months ago the employee who was trying to help me flat-out asked me to tell him everything I know about them because he wanted to get one himself.

As far as other facilities doing repair work, I'm sure there's a certain amount of training involved to handle the electronics part of the equipment, plus making sure spare parts are available.
(Edited)
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SCDC, Champion

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It's still my personal opinion that HD sucks.  I much prefer Lowes.
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szwoopp, Champion

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It is all retail.  I am the kind of person that does some research before I go to the store to look further or make a purchase.  Almost universally, I know more than the employees, who quite often know nothing.  When I ask a question about a product the first response is the employee starts to read the package or any signage.

You want the lowest prices for your product, don't expect great and knowledgeable service.  It is the deal we have made. 

Thankfully, you can do lots of research on line and make your decision before entering the store.

Beth absolutely no disrespect.  I would love to have someone as conscientious as you working at my local HD.  I just do not find you and your attitude to be the norm.

If I need plumbing help, I go to Menards because I have found Cathy (apparently a Beth equivalent) who knows her stuff and is helpful beyond expectations.
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TK

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Jeff,

 Sounds like a plan that could work.

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TheAtomTwister

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" I have no doubt that there was a financial agreement between EGO and Home Depot to get the product out there, but their lack of customer service is going to be the death of EGO."

...I disagree with that because while it might cause EGO to take a considerable blow, they have other means of making people aware of their products.  I would suggest not being exclusive to Home Depot. I actually would very much like it if you be with both Home Depot and Lowes, as Home Depot seems to be hit or miss with customer service, and I don't know about Lowes, but I know that I'm going to be shopping there in the future because they have DeWalt, they have better metal, among other things... They also have Kobalt... they seem to have better theming with tools and tool lineups (the Dewalt stuff is all in the same place, so is the Kobalt stuff, so on and so fourth.) It would be nice to have a block dedicated to EGO.
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Enthuz

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I would like that however I'm not sure how it would work out with the Lowes/Kobalt relationship. I would definitely keep buying EGO from Lowes though.
(Edited)
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TheAtomTwister

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It would maybe isolate the variable of customer service... Kobalt 80V blowers do not seem to be on display in stores, but I may simply have not been to a Lowe's that had them.  It would really pit the two blowers against each other, though.  
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Ced

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Chervron, the parent company for EGO makes Kobalt. That's possibly why they're not in the stores.
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David Cline

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I am guessing that the HD relationship for Ego service nationwide is primarily intended to make repairs more convenient and accessible for customers everywhere.  Since the electric motors and components are unique from the vast majority of the gas-powered outdoor power equipment that repair shops work on day in and day out. 

If at all possible, I would prefer not to have my equipment repaired by someone who maybe took a class or read a service manual but has never actually seen one in person.  But Ego's market share is still relatively small compared to the decades of gas-powered equipment that is still in use, and most of the Ego equipment is practically brand new and likely wont need to be serviced for years.

All that to say, if there were one certified Ego repair shop for every Home Depot store, most of them would probably only get a couple of Ego repairs per year across the entire product line.  And therefore it probably wouldn't be worth their time for most of them to get certified for Ego repairs in the first place, so most of us probably wouldn't have an authorized repair location within a reasonable driving distance.

How much would it cost to ship?  My mower arrived in a carton that weighed 93 lbs. which FedEx quotes $103 to send back to its origin zip code.  Sure it would be lighter without the battery and accessories, but still not a cost that Ego, the repair shop, or any customer would want to bear.  So a service partnership like Ego has with Home Depot is really the only viable solution for handling the relatively infrequent Ego repairs with a limited number of authorized repair outlets.

I can only imagine one scenario worse than having some Home Depot employee botch the paperwork or mishandle the transfer and somehow lose your Ego equipment for several weeks--having that guy be responsible for completing the repairs himself in-house!
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Beth Walsh

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Our local repair people are talented at their jobs. If you do not experience this at your local HD please let a manager know. If available, try another HAD nearby.
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Jeff L

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Who are the local repair people, HD employees hopefully?  Do they have  the tools, and parts, and training necessary to complete their tasks?
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TK

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First electric mower I had, was purchased at Lowe's. It failed the second year. Lowe's took it back, and gave me a new one. Issue resolved...


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David Cline

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The only issue with that solution is that it leaves the store with a used mower that doesn't work. Best case scenario it gets sent back to the manufacturer, but likely with no explaination beyond "it doesn't work". Of course the customer ends up with a unit that doesn't match their registration and the manufacturer never has an opportunity to follow up and ensure you were taken care of and restore your confidence in the brand.

Just look at how Ego has gone above and beyond to take care of everyone who has posted here about an issue. If you went to Home Depot instead, you may or may not be satisfied with the result, but you would never realize just how great Ego is about standing behind their products and ensuring their customers are absolutely delighted with their Ego customer service experience.

Of course most retailers will do something for you if you complain loudly enough, but it does nothing to help the manufacturer determine why the product failed in the first place or get it off the market where the broken unit can't be mistakenly sold to another customer as an open box or demo unit or something.

Exchanging for a new unit at the store seems like the easiest and fastest solution until you really think about what a mess that ultimately makes for everyone.
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TheAtomTwister

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That is what I'm trying to remedy in respect to the blower. I don't know how many blowers are out there and how many of those have failed, but I'm fairly intent on figuring out what is going on if I can, though I know so far that whatever it is is preventing current from going through the blower at all, which leads me to think that the circuit is breaking, check the wires and circuit for weak spots, find out where the circuit is failing and where the circuit is prone to failure.
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Blue Angel, Champion

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Picking up on David Clines comments, though battery electric lawn equipment I getting fairly common, it is far from a mature product. Think about how many "Small Engine" repair shops there are, now think about how many of them would have to convert to "Small Motor" repair shops before there would be equity between gas and electric.

Unless Ego was willing to arrange an exchange type service where you just drop your defective equipment and exchange it for a new one, we're always going to see some sort of delay while things get serviced.

What Ego could consider is putting the customer directly in touch with the repair facility. For those within a reasonable distance, this would allow skipping the HD hassle entirely. As long as no abuse is detected, the customer would just get a phone call when their device was ready for pickup, and they're back in business... no shipping, no lost products, and a direct line to the people doing the work.
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Charles

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I like the idea of an exchange, similar to what computer hard drive companies do. Hard drive dies and fails diagnostic, they arrange shipping to take it back and usually send a refurb (not new) with a warranty equal to original warranty remaining. If I take in a failed EGO product send me a loaner or a rebuilt with remaining warranty.


On the other hand some of us are handy. I have rebuilt lawn mower engines, so I can't imagine changing a computer board or something like that would be that hard, compared to shops that also have no experience or training in these tools. So if trouble can be diagnosed, send me the part, instead of sending it to shop with a 6 week wait.
(Edited)
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Blue Angel, Champion

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Spare parts availability is something Ego is going to have to address in the near future as the first tools to be purchased will be out of the factory warranty period. These are all teething pains with starting a new company/product line. I'm sure things will all work out in the long run.
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Rob

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The real problem I feel is that companies refuse to see the big picture because it will cost them more up front. Yes, it may have been the easiest step to make HD responsible for repairs but not the smartest if they want their business to continue for more than a few years.

If I were one of those people who were told by HD that they had to keep my mower for a couple months during mowing season, it would have been an issue. I would have been through with Ego at that very moment.

It's one thing to be understanding but quite another to be a doormat. I personally think I have all the Ego tools I am going to purchase...mower and blower...unless someone tells me that there's a way to raise the cutting height of my mower. 3.5 inches..which may be 3 inches in certain areas isn't going to cut it after what I put my grass through this past season.

My neighbor's piece of garbage mower cuts up to 5 inches high and it comes nowhere close to costing $500. Imagine how silly i felt asking him to use his mower a week ago because I had to skip cutting for 3 weeks because of overseeing. There was no way the EGo was going to mulch that thick, tall grass.
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Enthuz

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I take it that you are vacuuming more that just leaves. I do get clogs with sticks and Sweet Gum balls thanks to all of the trees around my house. However because I do a walk-through prior to starting and pickup all of the ones I can see, I have less clogs than in the beginning.
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TheAtomTwister

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I know that Greenworks makes a 40V one, and other than the Black and Decker cordless one, I know of no others. Snow Joe Sun Joe makes a 14 amp blower vac that I'm curious about... hm.

In respect to an EGO blower vac, I'd suggest a relatively large metal impeller with all blades serrated.  The large impeller having broad blades would move a lot of air without spinning horrendously fast, but it would still spin fast. Gyro forces may become a problem with a very large metal impeller... Power beyond belief, shoot for 500+ cfm max volume.

For Rob, I've never had much of a problem with my Toro getting clogged, but that's because when it does, I just give it a good swing and the debris flies out and I get right back to work, and this only happens if twigs get in and act like a net that blocks the intake when leaves get stuck.  Which one do you own?
(Edited)
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Rob

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B&d
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Jeff L

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Which mower?
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bloomz

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@Rob - Ummm, yeah it does, did, mulch.  Took two passes a day apart, and - I bought a new blade (couldn't wait for the sharpener which came later in the day - lol).   But mulch 8" tall grass - it did, and reasonably so.  And, against popular belief or teaching, I had it set on 2, very short.  I said it was a beaotch, but compared to gas it was way less of a beaotch.

It red lighted on me several times during the initial mow, but I also remember how many times I had to yank on that Honda cord during first mow of the season.  And it was a hulluva lot easier to wait 20 seconds and push the button again.

Sorry for the topic hijack but they closed the other thread where I was complaining about it.

Now they'll probably close this one - I don't think they like me much - lol

(Edited)
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Kid Rock

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I certainly WILL CONTINUE to purchase from Home Depot as to the convenience and 3 month return policy if I have problems. Most of my neighbors would let me use their mowers if it had to be sent out for repair.

I think being an electric mower there would be normally much less repairs needed than a gas model.

BTW, I would never have purchased my first Ego product if I didn't see it in store and talk with a store rep. A lot of my friends would hesitate to just purchase online. It would be an insane number contracts to get the same coverage by going through smaller dealers... even if they were willing to carry Ego.

~~> Most people don't know anyone with an Ego product.
~~> And most people go to larger chain stores (only two I know of).
~~> Most people will want to touch a product like OPE before they buy. So HD just makes too sense.

All this complaining will cost Ego sales as many people read these reviews. One the other hand if Ego moves away from HD I guarantee it will hurt Ego in the long run too.

IOW, Ego doesn't just decided where to sell. The retailers decide what they sell.

If you care about Ego careful about making a big deal over something that doesn't have a perfect solution.
(Edited)
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Beth Walsh

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Agreed. At my HAD store we are beginning try before you buy clinics. Last week I demo'd the Ego 15" String trimmer, the Ryobi 49 volt and the Black and Decker electric models. I sold all units at the demo.

We have the EGO, DeWalt, Echo and Ryobi battery models side by side for comparison. We use card board boxes for the cutting material for the trimmers and mulch for the blowers.
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Blue Angel, Champion

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Cool! Wanna set this up at my local store? That sounds awesome!
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SCDC, Champion

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I don't really agree with holding back honest opinions. Home Dwpot sucks, but that isn't EGO's fault! I still buy from them, but I know that I won't get help with anything when I go there. They do have a decent return policy, except the normal lady at our store give people some evil looks.
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Kid Rock

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I agree with the honest opinions, but I see a lot of inflammatory remarks. Statements of boycotting Ego, etc.

You know, the off balance statements.

But I get and support your point!
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SCDC, Champion

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I get your point about the inflammatory remarks being pointed in the wrong direction.  I also agree that they serve no productive purpose.  That's like saying "Boycott PVC Pipes, because Home Depot sells it".  

I do hope that someday Home Depot picks up their game on the customer service side of things.  Open some check out lanes, it's worse than Walmart sometimes.  Have smiling faces at the service counter.  Have a few more trained floor employees.  

Your opinion is an honest representation of how you feel about things, so of course I value it.

Thanks for all of your comments on the forums.  Some great stuff.
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Kid Rock

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Thanks SCDC.

For all the rest of you...

If you want them to change, point the communication at them (or at them too).

Maybe there's a place on Home Depot's Website for those who have used their repair services and want to comment.

Home Depot should hear your comments about Home Depot so they will have pressure to fix there services.

Telling the Ego community (and Ego) has a place but Home Depot needs to be aware directly.
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bloomz

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Best place possibly to do that would be in Home Depot reviews of the mower?  But then you're going to turn people off buying the mower (which is great) because of HD's shortcoming.  I do think this falls back on Ego's responsibility for their choice of repair facility.

But I take comfort in my decision that if mine fails, I have every intention of availing myself of HD's generous return policy to (cough) "get a loaner" until mine is returned.

Get this, I'm hoping I get to mow my lawn today - never felt that way with my Honda mower.

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