Mower won't start.

  • 4
  • Problem
  • Updated 5 days ago
  • Solved
I was mowing today and when I went to switch batteries, the mower would not start again. I used a fully charged battery just like I have done for the last year. With the fresh battery in, I started it, the green light flashed, and the blade started to turn but then it stopped and the red flashing light came on. I tried several times removing and replacing the battery thinking it might be a connectivity issue, it was not. To make sure it wasnt the battery I tested the battery in my backpack blower and it powered right up. So I started to troubleshoot. First thing I did was clean out the mower thinking maybe the clippings had built up (the grass was wet). I cleaned out the clippings, put in the battery and same thing, no go. So my next step was to remove the blade, thinking some clippings or debris may have be jamming the motor and causing it to shut off. With the blade off, I put in the battery and tested it. It worked fine, powered right up. So I thought I was good to go. I put the blade back on, went to start it up, and same thing, a quick green light followed by flashing red, and no power. Is there some sort of sensor that could be causing this?

Thanks
John
Photo of John Richardson

John Richardson

  • 320 Points 250 badge 2x thumb
  • frustrated

Posted 3 months ago

  • 4
Photo of Paul Christenson

Paul Christenson

  • 5,778 Points 5k badge 2x thumb

Did the power indicator on the mower illuminate?



Photo of John Richardson

John Richardson

  • 320 Points 250 badge 2x thumb
Yes, when I start the mower it is shows green for a second, then turns to flashing red and cuts off. I can turn on the headlights with no issue.
Photo of Paul Christenson

Paul Christenson

  • 5,726 Points 5k badge 2x thumb
If the battery or mower circuitry is too hot. (The power indicator on the mower will illuminate orange for 10 seconds)


I think a call to CS in in your future...:(
(Edited)
Photo of John Richardson

John Richardson

  • 320 Points 250 badge 2x thumb
It would not start 2 hours after it ran last so I dont think it is overheating. Without the blade on, the mower starts right up with no issues. It is only when I put the blade on that it doesn't want to run.
Photo of Paul Christenson

Paul Christenson

  • 5,726 Points 5k badge 2x thumb
I know no one could ask this of another user...but I'd be curious is one person could spin the blade and then the other person hit start while the blade was spinning and the mower would operate and not shut down...if it operates, it would indicate there is some issue of the electrical system heating up trying to overcome the torque to start
(Edited)
Photo of szwoopp

szwoopp, Champion

  • 66,434 Points 50k badge 2x thumb
No one should try that
Photo of John Richardson

John Richardson

  • 320 Points 250 badge 2x thumb
I like having all my fingers so I think the assisted start is out of the question lol. My guess is that there may be some sort of sensor issue. I will call customer service in the morning and see if they can assist.
Photo of szwoopp

szwoopp, Champion

  • 66,434 Points 50k badge 2x thumb
New mower - nice end result.
Remember this board ends up being a problem collection point as most people come hear looking for an answer to a problem and a much small group come to share tips and report great results.  Not because this represents the Ego user/tool experience population, but because that is just human nature and how a board like this ends up working.

If you look on HD website you will find that Ego mowers are very highly rated as well as by online tool reviewers.

So, perhaps take confidence from the great customer service rather than concern from the number of problems reported here.  There have been some previous issues (like this one) that appeared like they were some type of systematic failure("everyone is having the same problem"), but the problem reports dwindled or stopped after a short time thus showing that they were much smaller problems then they originally appeared(probably a fraction of a percent).
Photo of Tony Lepine

Tony Lepine

  • 90 Points 75 badge 2x thumb
Yes a good outcome and agree with your comment about this being a problem collection point and is not necessarily indicative of everyone’s experience.
Photo of RoyG Biv

RoyG Biv

  • 160 Points 100 badge 2x thumb
Nice that some people are getting a replacement mower.  I had to wait nearly 8 weeks to get mine repaired.

It would be nice if we could be educated in what parts are failing and could have access to replacement parts that we could do ourselves.  I have never, in 30+ years of lawn mowing, sent out a gas mower for repair.  I can repair everything myself.  But with these electric mowers, there's just not enough information available yet for DIY repairs.
Photo of szwoopp

szwoopp, Champion

  • 66,434 Points 50k badge 2x thumb
Yes it is somewhat a technology / electronics item and thus a different animal from traditional gas OPE.
Photo of Bryan

Bryan

  • 3,680 Points 3k badge 2x thumb
Yes, the ability of DIY repairs is rather lacking. You think it would be in EGO's best interest to send a part to capable customers or nearby lawn repair shops so he/she can make the repairs then sending an entire mower across country to repair.  
Photo of John Richardson

John Richardson

  • 320 Points 250 badge 2x thumb
I spoke with customer service this week and they advised me to take it to home depot as well. I will provide an update as I get information.
Photo of Penny Pfeil

Penny Pfeil

  • 174 Points 100 badge 2x thumb
Took the mower to Home Depot this morning.  It would not start for them.  Upon hearing the information regarding a "motor wire" issue the tech began the process to ship the mower out for repair which could take 3 to 6 weeks.  We've had 3" of rain as of today with more to come.  Sure hope it's a lasting repair and quick return.
Photo of John Richardson

John Richardson

  • 320 Points 250 badge 2x thumb
I just received a call from customer service. The part that is bad is on backorder so they are sending a brand new mower! The rep didnt go into any detail about what the issue was but very happy they stand behind their warranty the way they do.
(Edited)
Photo of szwoopp

szwoopp, Champion

  • 66,434 Points 50k badge 2x thumb
Thanks for letting us know the results John.  Ego CS always seems to do a good job getting things taken care of.
Photo of David HD

David HD, Champion

  • 31,744 Points 20k badge 2x thumb
Photo of Penny Pfeil

Penny Pfeil

  • 174 Points 100 badge 2x thumb
John, I received my new mower about a week and a half ago!  It's been raining for days since then so I've not been able to mow but am looking forward to using the new mower.

EGO, you are truly awesome to provide a new mower when another resolution could not be provided.  Kudos to you, especially, Seth!!!
Photo of szwoopp

szwoopp, Champion

  • 66,434 Points 50k badge 2x thumb
Great news Penny - thanks for letting us know.   Make you more confident investing in this platform when you hear about Ego taking care of problems so well.
Photo of John Richardson

John Richardson

  • 320 Points 250 badge 2x thumb
This past weekend would have marked the 6th week since i dropped it off at home depot. When i dropped it off they did tell me it would be 4-6 weeks. I hope someone gets in touch with you soon, it is frustrating.
Photo of szwoopp

szwoopp, Champion

  • 66,434 Points 50k badge 2x thumb
Contact Ego CS.  They want to get involved once a repair gets to 4 weeks.

1-855-EGO-5656 (1-855-346-5656) from 8:30AM - 8:00PM EST (Monday - Friday) & 10:00AM - 6:00PM EST (Saturday & Sunday).
Photo of llmmyy88

llmmyy88

  • 70 Points
My new EGO 21" 56V mower can not be started for the first time I used it. It is really something unexpected. I really don't know what caused the issue. What to do next.
Photo of llmmyy88

llmmyy88

  • 70 Points
I checked the handle position, the battery and so on and hope I did nothing wrong.
Photo of Blue Angel

Blue Angel, Champion

  • 163,022 Points 100k badge 2x thumb
If the handle is properly locked and clipped, the battery is properly clicked in, about the only other thing is to make sure you’re pushing the button before pulling the nail handle (not after). Also make sure the deck is free of built up grass and that the blade spins freely.

If that all checks out and it still won’t run, you’ll have to give Ego Customer Service a call and they’ll get you fixed up.
Photo of szwoopp

szwoopp, Champion

  • 66,434 Points 50k badge 2x thumb
And just to clarify it is press and hold the green button.  Then while holding the button in, pull the bail handle.
Photo of Penny Pfeil

Penny Pfeil

  • 174 Points 100 badge 2x thumb
Try contacting Seth (no last name) at Ego Warranty <warranty@egopowerplus.com>.  He answere emails promptly, informatively and respectfully.




Photo of Amber F.

Amber F., Official EGO Rep

  • 67,358 Points 50k badge 2x thumb
Please note that this is an unattended inbox. Customer Service does not currently offer email support, but can be reached every day of the week at 1-855-346-5656.
Photo of RoyG Biv

RoyG Biv

  • 120 Points 100 badge 2x thumb
Unfortunately, it's very time-consuming to reach someone on that phone number.  I've called it 3 times over the past month and each time, I had to be on hold several minutes until I was offered the option of leaving my number for a call-back.  And after doing that, it was hours until I received a call-back.
Photo of szwoopp

szwoopp, Champion

  • 64,814 Points 50k badge 2x thumb
On hold for a few minutes, leave a call back number, they called you.
Sounds good.
Photo of RoyG Biv

RoyG Biv

  • 120 Points 100 badge 2x thumb
It's OK.  I don't know if I call it "good" to require hours to speak to someone.
Photo of RoyG Biv

RoyG Biv

  • 160 Points 100 badge 2x thumb
I received a call back from EGO support last evening.  Apparently, my mower was repaired and is on the way back to Home Depot.  While that's good news, this is the only problem with going to this mower.  With a gas mower, I can fix any issue on my own.  And every gas mower I've had lasted at least 8 years until I had to do anything to it.  Hopefully once these mowers have been out a little longer, the community of users will have more access to DIY repairs.  Sending the mower out for a 4+ week repair is not friendly when your grass needs to be mowed weekly.  Maybe I could have paid a little extra at the time of purchase for an exchange-type warranty?  I don't know if that's offered.
Photo of szwoopp

szwoopp, Champion

  • 66,434 Points 50k badge 2x thumb
Never good to be without your tools for any length of time.  Glad to here yours is on the way back to you.
Photo of RoyG Biv

RoyG Biv

  • 160 Points 100 badge 2x thumb
As an update:  I left my mower at home depot on 9/29/18.  Home depot just confirmed today that the repair was completed on 10/23/19.  So, almost a full month to get repair.  They told me today that it can take up to 15 business days for the mower to get back to my local Home Depot.  That would make it 11/13/18, or almost 2 months to have a repair completed.

That's just too long to be without a mower during mowing season.  I need a better solution.