New mower dead after one use

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  • Updated 4 years ago
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After unpacking and mowing about 25 minutes, the battery needed charging. Since I own three other ego products (string trimmer, blower, and hedge trimmer) I tried using these batteries. The mower would not work. After changing the 4a battery, the mower still was dead! Called customer service and followed instructions but still nothing, not even LED lights. She told me to exchange it at HomeDepot, but I am fearful of another defective one, so just got a refund. Very disappointed since the mower struggled even when it was working while cutting dry, healthy Bermuda to a normal height. I wish that ego could assure me that this product was as good as the other ego products I own. I was thinking about purchasing the chainsaw, but now a bit hesitant. I now have to rethink about what type of mower to purchase this week.
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Denis

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Posted 4 years ago

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Blue Angel, Champion

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Official Response
Denis, there was definitely something g wrong with your mower. I think it's unfair to judge the product's performance based on one that was known to be defective.

Given that you already have other Ego tools, Home Depot's 90'day return policy, and the fact that the overwhelming majority of Ego mower owners are completely satisfied with their purchase, I think you owe it to yourself to give it another shot.

I'm pretty sure you'll love the mower if you give it a chance, and if it doesn't live up to its excellent reputation all you've lost is a little of your time. If you do decide to give it another shot, please let us know how it works out!
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Denise C

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Official Response
Hi Denis!  We saw your other post on our community site asking for service specifically in your area as well. In partnership with The Home Depot, we have recently contracted all service to go through them. Because this is a very recent initiative, not every single Home Depot is up to speed and ready for service. We do not recommend simply walking into The Home Depot with your tool in hand, as we would hate for you to waste your time. Let us help you! Your best course of action when needing service is to first always contact our customer service department at 855-346-5656. We apologize for the miscommunication from our customer service department on your previous call. We are still working through this new process and appreciate your patience and understanding. We'd really like to make this right for you. If you could send an email to support@egopowerplus.com with your contact number, I will call you back directly within 24 hours to help you.
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