New 21" Self Propelled Mower OOTB Chute missing and why are the boxes not sealed

  • 1
  • Question
  • Updated 3 years ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: duplicate

Why are all new 21" Self Propelled Mower boxes open ? I checked each one in multiple stores and they were all open. Don't they realize we in the US are paranoid about open box items as they could be reselling returned/used items with parts missing ?

Anyway I noticed a chute was missing which was in the earlier mower box which would not start.

I removed the chute which was already in place as I didnt want to mulch, so do I need another one to divert into bag ? If not what was that other chute for and how can I get a replacement ?
Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb

Posted 3 years ago

  • 1
Photo of szwoopp

szwoopp, Champion

  • 104,032 Points 100k badge 2x thumb
Mulching requires the inserting of a plug
Bagging just requires the removal of the plug
So the chute is likely the side discharge chute which you get by registering your mower and requesting the chute from CS.
Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb
Thanks ..that makes sense, but I wonder why it was in one box and not in another
Photo of Harry

Harry

  • 2,802 Points 2k badge 2x thumb

The bigger issue here is why does one have to register to get an essential part of the mower. Plus the buyer then has to wait for weeks to get the part shipped. It took mine about 4 weeks from registration to receipt of the chute. I understood from earlier info on this forum that Ego was ending this practice and including the chute in the mower box.

Ego: Confirm what you're doing on this.


Photo of Ken

Ken, Champion

  • 73,480 Points 50k badge 2x thumb
This has been discussed at length in an older thread. The first mower Ego made, the 20-inch, included the side discharge chute but very few people actually used it. The majority of people mulch or bag their grass, and the discussion on this board seemed to indicate a lot of people were either throwing away the discharge chute or losing it, so it wasn't seen an "essential."

So when Ego released its second mower, the 21-inch, they made the decision to leave the discharge chute out of the box, but you could get one for free by requesting it.
Photo of szwoopp

szwoopp, Champion

  • 104,032 Points 100k badge 2x thumb
Based on Twiteroo's experience could depend on the packaging date of the box.
Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb
lol so that explains it - older mowers worked at first go but didn't include an essential, newer ones the reverse.
Photo of Brad Carey

Brad Carey

  • 2,250 Points 2k badge 2x thumb
The one I purchased was opened too. It left me a little uneasy, but everything looked factory wrapped and I pulled out the manual to confirm the packing list vs. contents. I checked the battery size too to make sure there was no switch done with a smaller battery. I chalked it up to a nosy customer opening it, but in light of this thread I wonder if the flap glue isn't holding. Stock in our area was very low last weekend so it's not like I had the pick of the litter.

When I got home and took everything out, I am very confident that it's all brand new and was nothing more than an open box.
Photo of xnappo

xnappo

  • 408 Points 250 badge 2x thumb
Mine came with a side discharge and was also open.  I asked for another box, but it was open too.  I think they decided to include the side discharge unit and had Home Depot open the boxes and put them in, but HD didn't do a very nice job of it.
Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb
Tell it to the 'champs' here who detest any criticism of how a business can improve. (not you blue angel - u r a true champ :)
(Edited)
Photo of Jacob

Jacob

  • 64,880 Points 50k badge 2x thumb
Luckily I don't care at all what you think. Maybe it's because years of constant whining about everything has made us numb to complaints (even valid ones). Guess I'm going to call it quits here then as I haven't ever helped anyone. But then again, you have been on here for what, a month.
Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb
Didn't know I joined a kindergarten forum.

I suppose you think a forum is just for compliments ? Where else would we go to for suggestions/improvements/troubleshooting ? If the many responses this post got doesn't convince some of you 'champs'  that this is an issue, you obviously are wasting your time here expecting to see only flowery compliments all the while. 

Get a grip and grow up.
Photo of Jacob

Jacob

  • 64,880 Points 50k badge 2x thumb
Hey I don't need convincing. I know there are a ton of issues that drive me nuts that they aren't being addressed. It's mainly your methods that make me not care about what you say. People who whine about every little thing and jump on a "hate the company" bandwagon are not helpful in any way. And targeting the Champions is kind of unnecessary as we are just trying to help people, but can't do that because of the lack of trust this forum has developed towards us. You aren't the first one who seems to not like champions. I've had enough of dealing with this. I get nothing out of being on here and people like you make it more of a headache than its worth.
Photo of Joseph Marinaro

Joseph Marinaro

  • 164 Points 100 badge 2x thumb
I just got the 21 inch self propelled shipped to my house last week and the box was opened and was a little worried. I'm not missing anything though and it even included the side discharge that I thought I was going to have to call for.
Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb
With a gross mistake like this on their part, they just need to send it to whoever asks for it.
Kinda stupid to make us register just to get this.
I dont have the Serial # handy so have to waste another day.

This is a $2 item and an essential.

Even stuff we buy which need assembly send entire major parts without question or wanting to know who our uncle on our mother's side twice removed was..
Photo of Ken

Ken, Champion

  • 73,480 Points 50k badge 2x thumb
Registering for a warranty isn't unusual. They want your name, product serial number and proof of purchase, and your shipping address for the "essential" item that almost no one wants or uses. In the meantime, your mower works just fine mulching or bagging.

"Waste another day"? Take a photo of the serial number with your cellphone, go online when it's convenient and register. Should take all of a minute.
Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb
I am not at home right now and that was my point of another day wasted.  I dont need instructions on how to register.

Also I clearly mentioned: Even stuff we buy which need assembly send entire major parts without question ...please dont patronize a *&%^-up process (see Jenn Van ? I can watch my lang :)..we looove EGO and we are just trying to improve it
(Edited)
Photo of szwoopp

szwoopp, Champion

  • 104,032 Points 100k badge 2x thumb
Yeah what jerks - making you register for a 5 year / 3 year warranty.
Ken explained the reasoning.
Stop whining !
Or go back to home depot and dig one out of one of the other boxes.
Geez - you ask a question - get lots of answers and solutions - and all you can do is continue complaining. 
This is a community forum - not the complaint department
Photo of Jacob

Jacob

  • 64,880 Points 50k badge 2x thumb
Love this comment. Love it lots.
Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb
Love it lots too Honeybuns
Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb
Oooooh just loooove this
Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb
You are being the jerk, man.

I am happy to register for the warranty in some time once I am sure its a freaking keeper. Till then why the hell should I register ? 

I am 'whining' about the time it takes to get a freaking essential part.
(How much are you being paid by these guys on the side anyway ?? )

I am not complaining at all about the answers and solutions, did you even read the other responses ? I am not the only one 'complaining' or concerned if you even noticed. 

If you dont like seeing criticism and way they can improve, you dont deserve to be in this forum.

Or did you miss your medication today ?
Photo of szwoopp

szwoopp, Champion

  • 103,688 Points 100k badge 2x thumb
Have a nice day
Photo of Dane Earley

Dane Earley

  • 622 Points 500 badge 2x thumb
Yesterday I received my mower via UPS and the tape on the box was partially loose. The flaps were still tight but I think the open box mystery could be due to thin/cheap clear tape used.
Photo of Ken

Ken, Champion

  • 73,480 Points 50k badge 2x thumb
That may be part of it, but when I was at Home Depot today I checked all the mower boxes and they were also solidly glued shut in addition to the tape.

With shipping straight to customers, though, I know last year Home Depot was having to open the boxes in order to ship the batteries separately. Regulations with regard to shipping lithium-ion batteries changed and kind of caught a lot of companies off-guard.

Photo of twiteroo

twiteroo

  • 1,874 Points 1k badge 2x thumb
Dane, don't ! You will have the whine-police here after you !
Photo of Jennifer VandeWater

Jennifer VandeWater, Community Manager

  • 81,028 Points 50k badge 2x thumb
In the past, the 21" mowers (self-propelled and push) were shipped without a side discharge chute. This chute was available upon request after registering your product. We have changed this practice based on all of the feedback we received. However, stock sometimes moves slowly and the newest versions of the packages may not have made it to all of the stores yet this season. Furthermore, the opened and taped boxes are often due to the shipment of the batteries. As mentioned above, we've had some issues, outside of our control, that have forced us to remove the batteries from the packages and ship separately due to weight restrictions imposed by UPS and FedEx. We're working hard to remedy this issue as well. For anyone looking for the side discharge chute at present, calling our customer service team at 1-855-346-5656 will get you the part shipped quickly. It's true that we were challenged with less than quick shipments last spring because demand far outweighed our supply and we underestimated how many would really want this chute. As I've mentioned, we've since started to include the chute in the latest packages hopefully resolving this issue in the near distant future.

This conversation is no longer open for comments or replies.