Is new model 14" chainsaw even available from Home Depot?

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I just ordered the 14" chainsaw, Model CS1403 from Home Depot, received it today, and it's the old model, with the smooth handle and no "14" on bar.  The Home Depot web site pictures the new model, with ribbed handle and "14" on bar, but the additional photos if you go to that model show the smooth handle.  So somebody is pulling a bait & switch and hoping customers won't notice, I guess.  A Home Depot Customer Service rep I just called said they get them from a distributor in California but when she called, just got a message and was re-routed to Chervon in Atlanta.  She couldn't call Atlanta because of 3 hour time difference, as it was too late in day when I called, so I'll have to call back tomorrow morning to have somebody try to call distributor.  But my questions are:  Is the new model even available from Home Depot?  Is the distributor unloading old models before shipping new ones?  Is this why the 16" model (CS104) out of stock online?  I also ordered a 16" bar and chain, and it has "16" on the bar, so it's the new one.  I also got a string trimmer with 500Ah battery just for the battery, but if I can't get the new model saw, I'm going to return everything.  BTW, Home Depot told me a few days ago that the 16" saw is supposed to be back in stock the middle of April.  I didn't want to wait that long, which is why I ordered the 14", the 16" bar, & string trimmer.  I thought I was beating the "system," but the system beat me.  EGO products seem great compared with the competition, but if they're not available, that's a moot point.

After about 20 min on hold (while typing this), I was able to contact an EGO Customer Service rep just now, who turned out to be really a Chervon rep in Michigan.  So when you call EGO Customer Service, you're really calling Chervon.  She said their warehouse was in CA and she didn't know what was in Atlanta.  She said Chervon was the parent company of EGO, that EGO was one of a number of brands they carry.  She is going to try to find out if and when the new 14" model will be available and email me tomorrow what if anything she finds out. 
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Alice Simpson

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Posted 2 years ago

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Alice Simpson

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To its credit, Chervon followed up on my complaint promptly and offered a solution.  Their customer service rep, Dory, found out and explained to me that the warehouse does not separate the older and newer versions of the 14" EGO chainsaw and it's not apparent from the box what's inside.  When Home Depot places an order, the warehouse people just grab the closest boxes and fill the order without knowing whether it's the older or newer version in the boxes.  The only way to tell is to open the boxes.  (You'd think they'd separate them, distinguish them with a different model number or put something on the box indicating what's inside, and sell the oldest first, even if it meant discounting them, but no.)  So they made me a offer which I accepted.  For $10 in shipping, they're going to go through their stock, pick out and ship me a new saw (bare).  And they will provide me with a return shipping label which I am to use to ship the saw I got from Home Depot directly to Chervon.  Dory placed the order today for a new saw, without even waiting for me to ship them back the old saw.  So although I fault Home Depot for shipping a product which was not as pictured on the Home Depot web site, I sure can't fault Chervon's customer service.  Dory had no idea when Chervon would run out of the older versions of the 14" saw because she couldn't know how often Home Depot would place an order.  For anybody wanting to buy a 14" chainsaw, and wanting the newer version, I don't have any advice how to avoid the hassle I went through.  If you wait long enough, Chervon will eventually run out of the older saws, but who knows when that will be?  If you see a price increase, that would certainly be a clue.

As for the 16" chainsaw being Out of Stock Online at Home Depot, Dory said it was a Home Depot decision, because Chervon has the 16" chainsaw in stock.  So it's not a manufacturer back order. It's a Home Depot thing.  She did not know when they would be available online from Home Depot because she could not know when Home Depot would place an order.  Personally, I wouldn't be surprised if Home Depot is considering a price increase.

I am still waiting to see if Jennifer or anybody else representing EGO/Chervon on this community forum responds to my posts, but so far the silence has been deafening.

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