Mower stopped working & 6-8 weeks to fix!

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  • Updated 3 years ago
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I mowed 1/4 of my yard today then the battery died, which I knew it was going to. I removed it and charged it fully. When I went to turn the mower back on, it went on slowly for 2-3 seconds then stopped. After that, it wouldn't turn back on. I tried everything they said, battery, arms extended, clips tight, etc. Nothing worked. I had to take it to Home Depot and they can't fix it. They said they never work on them and always have to ship them to be repaired. Now, its going to take 6-8 weeks for the repair. This is unacceptable. My $500 mower is only 1.5 years old. I put down winter rye grass seed, which grows quickly this time of year. This is when I need it most.

I read about someone having the same issue as me and they got a new mower. This wasn't even an option for some reason. I'm disappointed in this mower that I once loved.
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Heather Christie

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  • disappointed and frustrated

Posted 4 years ago

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Jennifer VandeWater, Community Manager

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Official Response
Everyone, we'd like to thank you for sharing your feedback in terms of service turnaround times. We want you to know that we are listening and taking your concerns and complaints seriously. Changes take time and we are working to get better solutions in place. As you are all aware, our customer service team is available to help as much as possible. Please reach out to us with your individual concerns as we want to make things better in this difficult situation. Industry standard wait times in peak season are typically 5-8 weeks but we know it's not ideal. We can be reached via email at support@egopowerplus.com.
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Rob Thomsen

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Hi Jennifer, I am having the same frustration. My mower stopped working so I called customer service. After some troubleshooting I was told I needed a new circuit board. I dropped my mower off at Home Depot on Saturday the 16th and was told 2-3 weeks. I called on Wednesday to see how things were progressing and the person at the repair desk pretty much laughed at me when I said I was told 2-3 weeks. He said 5 weeks at the earliest. I am pretty handy and think I could probably replace the circuit board myself.
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Jennifer VandeWater, Community Manager

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Rob, thanks for chiming in here.  We still don't have those parts available to end users but we hear you loud and clear.
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Rob Thomsen

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Then let me humbly suggest you offer an option to allow other vendors with quicker response times to fix them. I'd pay the vendor, you provide the part. Probably violates your marketing deal with Home Depot, but presumably they're violating it by taking so long to take care of your loyal customers.
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Rob Thomsen

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Update: I just got off the phone with Home Depot. I called for an update since over 3 weeks had passed since I dropped the mower off with them. I was told that they had shipped it to Atlanta on the 5th (without notifying me), and that the ship time alone would be an additional 2 weeks. Adding in another 2 weeks for the trip back, I don't expect to see my mower until this mowing season is almost over. Really not happy with their "solution" to warranty repairs. They need to be giving refurbished mowers to Home Depot so we can borrow them while waiting for repairs, rather than bothering our neighbors to whom we were bragging about our awesome mowers just a couple of years ago!
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Ken, Champion

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I would say their shipping estimates may be on the high side, just as a precaution. I shipped a heavy loudspeaker across the country by UPS ground and it only took five days.

Your situation still isn't great, but it might not be as bad as you fear. Keep us updated.

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