How about customer service?

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I've been trying to get the bad latches replaced on my mower for 3 days, keep having to go back and get serial numbers (equipment is not at my house, would be nice if they told me I needed the SN of the battery to get replacement latches).  Also, opening a case online is worthless, I never hear back - I opened a case about the side discharge chute that wasn't in the box when I bought my 21" self propelled, been over a month, never heard a thing, case still open.  I convinced my sister in law and neighbor to buy ego, but I'm going to tell people to not buy ego anymore because of the customer service.
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Tim Taylor

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Posted 3 years ago

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Amber F., Official EGO Rep

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Official Response
Sorry to see you've had a difficult experience, Tim. However, quite pleased to see that you were able to speak with Brittany yesterday and get your replacement clamps ordered. Please keep us posted if we can help any further. 
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Tim Taylor

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Yes, I got everything resolved, and Brittany was very nice and competent.  But, the company required the SN of the battery and charger before I could get a replacement on a mower part.  And since I have 4 batteries, 2 mowers, 4 chargers, at 2 different houses, it was time consuming to get the info, and that's after waiting on hold for 20 minutes each time to reach a person.  And I have never gotten any replies from cases created online (you should just shut that down if it never gets looked at).  Also, what's the point of registering online when I had to read the SNs over the phone (couldn't the customer service people get access to the SNs that I put in online?).  Compare that to when I bought one of the very first mowers you offered for sale, and the charger stopped working, and I called the number and a nice lady sent me a replacement charger without having to register anything, and the only thing asked of me was would I send the broken charger back, which I did, and you can see how it's easy to get frustrated with the policies now.  Having said that, I have 2 mowers, a chainsaw, and a leaf blower, and the products are good, and I'm not going to stop buying ego products, I'm planning on replacing my black and decker hedge trimmer next year with an ego trimmer, but I can't keep recommending ego to my friends and relatives anymore without telling them about the change in customer service polices. 

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