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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.
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.
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.
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.
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.
...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.
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!
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...
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.
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.
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.
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.
This conversation is no longer open for comments or replies.
This conversation is no longer open for comments or replies.
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