More than 4 months at home depot to fix, not fixed yet.

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  • Updated 3 years ago
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As instructed I Left my Mower for repair at home depot last November. I never get it back. I think you should give me new one. That one is taking forever. Remember that I paid to use it well for five years. I just missed 5 months of use because is broken for more that 5 months and you are not able to fix it or give a new one.
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Gerson F Borges

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Posted 3 years ago

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Brad Carey

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High end car dealers like Acura (or maybe it's just the Acura we utilize?) give you a loaner while your car is in for service, should Home Depot and Ego offer loaners too? Is this realistic? Would a loaner program be better for HD and Ego than folks buying a second mower only to return it once the repair is finished?
(Edited)
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Blue Angel, Champion

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This has been brought up numerous times before. I think only HD and/or Ego could really comment on practicality.

Maybe the HD tool rentals could have a couple Ego mowers to rent or loan out for people with units in for service? Maybe mower repairs aren't common enough to justify every HD having that in place? Who knows...
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Ken, Champion

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I picked up a drone over the winter. Maybe Ego should consider a system similar to how DJI handles its drone repairs (which cost more than Ego's lawn mowers):

Simple repairs are done right away and shipped back to the customer. Anything that is going to take longer, the customer receives a refurbished replacement. The customer's unit is then refurbished and eventually goes to someone else. But in the end, the customer gets a certified replacement as quickly as possible.
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Harry

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Makes sense except that drones are much easier to ship than mowers. Ego could provide a replacement with a custom box that could be used for return shipping of the defective unit. I'd much rather prefer that than dealing with HD. Like I've said, I'm done with Ego until they solve the repair issue.
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Jacob

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Well that will force the to NOT have problems with their products. I like it
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Harry

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This string has gone on for far too long for Ego not to advise us, THEIR CUSTOMERS, of their intentions. I raised this issue over a year ago when I learned about the HD delays. I've heard nothing at all from Ego on this, or I've missed it which I doubt.

EGO-PLEASE RESPOND TO THIS ISSUE. This is bad press that you really don't need. Unless you chime in, it will stand unchallenged.

In the meantime, I'll not be buying any more Ego products as they appear to be letting their customers hang out to dry on repairs.

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Jennifer VandeWater, Community Manager

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Official Response
Gerson, we can look into this service repair for you (and for anyone else that ever experiences this). Please give our customer service team a call and we'll research the issue for you. We can find out about any repairs pending at the Home Depot and can escalate issues such as this. 4 months is unacceptable to us as well! We'll need all of your information and will need to know the Home Depot where you dropped it off. We want to help. We can be reached at 1-855-346-5656 until 8:00PM EST on weekdays.
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Gerson F Borges

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It came back Last week. But I decided to return it. More than 4 months is too much. Got full refund. I'm afraid to buy another one. 
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Jacob

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I understand your concerns. I'd be pretty pissed
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Blue Angel, Champion

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Yep, can`t blame you on that one.
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Dave .

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Yep, that's f-ing ridiculous that they can't repair these things faster, OR IMMEDIATELY OFFER a loaner.  Get it together, EGO.   You need to make loaners available for mowers.   Grass doesn't stop growing just because our mowers might be broken.  Work something out with HD or find another retail outlet that can service your products far faster.
(Edited)
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Amber F., Official EGO Rep

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Dave, that sounds nightmarish! We’re very sorry that you had such an unpleasant experience. Furthermore, we hear you loud and clear regarding repair times.   Please know that we are actively working with Home Depot to ameliorate this situation. 

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