My lawn mower won't start

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  • Updated 2 years ago
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My mower will not start back up. the motor is cool, battery is fully charged (it works on your other products), i also tried a second battery, handles are fully extended and locked in place, the motor spins freely by hand and there is no debris underneath the deck. i have taken very good care of this lawnmower since i have had it, and followed all instructions. This should not be a problem.
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Ed Stutzman

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Posted 2 years ago

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dpb dpb

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Mine did the same thing. It's @ HD. Again. No idea when it will be repaired. This breakdown
Seems to happen everyday to someone.
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Amber F., Official EGO Rep

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You can call The Home Depot's warranty department directly for updates on your repair status. They can be reached at  1-855-284-3349. 
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Amber F., Official EGO Rep

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Official Response
We are sorry to hear that you are having trouble with your mower, Ed, but we'd love to help! Please give our team a call at 1-855-346-5656.
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Ed Stutzman

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Beginning to feel really scammed in spending the money on this product. 

I have called EGO Support 3 times and sat on hold for over 10 minutes each time before I had to hang up. Called Home Depot Warranty as Amber suggested and was told there is a 6-8 week lead time for repairs.

Emailed EGO Support last Thursday asking how to get somebody at EGO to answer the phone?  No response.

Called EGO Support this morning and amazingly a lady answered. 

Result? Take it Home Depot and wait 6-8 weeks.  OR, I could check and see if my purchase is within 90 days in order to get an exchange.

EGO apparently is not fully prepared to stand behind their products.  Too bad, it worked fine for 2 months.  Now all I've got is a charged battery and a mower that does not work.

Anybody looking to buy an EGO product should be fully aware of the incredible lack of support.

I will keep updating this post until this issue is resolved.  Hopefully, others can benefit from the frustration I'm having to deal with.
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szwoopp, Champion

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If you have only had the mower for 2 months then take it back to HD for a full refund.  You have 90 days.

Then you can purchase another Ego or other mower
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Blue Angel, Champion

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Ed, I believe what we're seeing here is not a lack of support on Ego's part, just a warranty repair procedure that's longer than it could/should be.  You're definitely not the first person to complain about the process, or the long hold times with the Customer Service line, but the service procedure is what it is for now.

The issue here is not whether Ego will repair a tool under warranty, they certainly will.  It's just the process of getting it done that's in question.
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Ed Stutzman

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You make a valid point. It's unfortunate that a company launching a new product seems more interested in getting sales money before making sure their product is robust enough to work.

Repairs are necessary and for Ego to do nothing to ensure a a reasonable repair time is an indication of poor management and total lack of concern for customer satisfaction.

Through this entire issue Ego offers no solutions other than telling me I should be happy for me to wait for 8 weeks while their inferior product is fixed.
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szwoopp, Champion

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Ed - if a long repair time is anticipated you can use the forum's HD loaner program we developed. Purchase another mower from HD while yours is in for repair and return it within 90 days for a refund when your mower is repaired.
I know it is a sad solutions, but absent proper repair proceudres we are left with no other option.

I do not think your characterization of Ego is accurate (JMO) I think they may have hished their wagon to the wrong horse in HD, but is is an agreement they have in place that they will have to ride out while they try to improve repair procedures.
10 minutes on hold is kind or expected when calling most customer service lines, comcast, apple, whoever.  You can leave a message for call back.

Unfortunate that you have had a bad experience, and although you may see others with issues on this forum, keep in mind that is why most people come here, because they have a problem. So, this forum is not a good representation of the product.  The HD, Consumer report, and tool review website ratings of Ego products are all very favorable.

Good luck and I hope your experience takes a turn for the better   
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Ed Stutzman

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Thanks, I appreciate what your saying. It's definitely been a frustrating issue.

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