New snowblower with weird behavior with LED lights

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  • Updated 3 years ago
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I just received mine today with the two 5.0Ah batteries. I fully charged the batteries (only took about an hour for both since I have the rapid charger from the mower also) and plugged them in. Neither battery blinked green. I turned on the LED lights and they came on, but the orange light was blinking and both battery lights were green. While in this state, I tried starting the blower and it would not. I turned off the LED lights and in about 5 seconds, the orange blinking lights then went out. I then tried starting the blower and it started fine with the status light green. If I then press the LED light button, the lights come on, the blower stays running, and the other lights are still green. If I stop the blower with the lights still on, I get the orange flashing light and it won't restart. This does not seem normal.

I tried this with my fully charged 7.5 Ah mower battery alone and got the same behavior.

The snowblower, charger, and batteries have mfg date of August 2016.

What to do?
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JohnH

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Posted 3 years ago

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David HD, Champion

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John, I would recommend you contact Customer Service so they can assist you with the diagnostic and "pinpoint" the issues you are facing.

Customer Service Department can be reached at 1-855-EGO-5656 (1-855-346-5656)
from 8:30AM - 8:00PM EST (Monday - Friday) & 10:00AM - 6:00PM EST (Saturday & Sunday).
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bander69

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As stated in the manual;

"Flashing orange The snow blower is overloaded. Remove the battery pack(s), check and clean if snow has collected beneath the deck or is lodged in the auger. Slow down your pace or decrease the snow clearing cut width when working."

However if you were simply testing that the auger would spin then you have something going on.  Not sure it's worth possibly voiding the warranty by going into the side where the belt is to see if it's jammed up or not.
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Jacob

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You can open the side up to access the belt that won't void your warranty. It's a serviceable part.
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JohnH

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Bander, I'm one of the <10% who actually read the manuals...and I saw that.

I was testing it in the garage with no load whatsoever. The flashing occurs with only inserting the batteries and turning on the LED lights - not even attempting to engage the auger.

David, I called Customer Service, registered my unit, and they are sending a replacement already. They said I can even use this one until that one arrives. They were very helpful and courteous! I think they said they suspect a board problem.
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David HD, Champion

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John, I am glad to hear the CS took good care of you.  Hopefully, your replacement unit will get you running again soon - and if you feel adventurous, please post a video of your snowblower "eating" through this winter snow .... : )
(Edited)
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JohnH

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I just received an email that the new unit has shipped. With all the rain we've gotten here in the Minneapolis area after that -20 F bout we had, there hasn't been a need for the snowblower.
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William P Tucker

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Well, I received my new snow blower last Thursday  (12/22). After reading the various problems on these new units on this site, I decided to take a better look at my new machine. As it turns out, it was a good thing I did. The snow blower would not start if the lights had previously been turned on. With the lights on, the impeller would not start, and the power light would go from green to flashing orange. When I turned the lights off, the power light would reset from flashing orange to green within 5 seconds. Leaving the lights off, the machine started normally. Once it was running, I could turn the lights on without problem, and the power light remained green. When I turned the snow blower off leaving the lights on, the power light would go from green back to flashing orange.  I notified EGO Customer support about the problem. A replacement core machine ( minus the batteries and charger) is in process of being sent to me.
(Edited)
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Peter V. Quaglia

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After reading your post, I have exactly the same issue on two machines I bought back in October. Will be calling Ego first thing this morning
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JohnH

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This is the identical problem to mine. Now that the Christmas holiday is behind us and their manufacturing implemented a fix for an issue, they should be shipping your replacement promptly.

Let us know how it turns out. I'll do the same! (Long range forecast for Minneapolis is another big snow dump on January 2nd.
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Blue Angel, Champion

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The build date of the snowblower is likely different than the build date of whatever component is failing. ;-)
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Erik

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Mine has that build month/year no issues.
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JohnH

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The replacement has arrived and has the same build date of August 2016. The serial number is about 5000 higher than the bad one.
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bander69

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I got my replacement the same time you did and with the same build date. This doesn't mean we didn't get the recent fix as EGO would perform the rework needed on all existing blowers. Obviously all new blowers built would incorporate the changes. I'm sure the serial number would reflect if the fix was done or not. Unless I have any issues I'm not going to inquire about it.

I also went through the motions and confirmed everything is working correctly with no load.
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Blue Angel, Champion

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Do keep in mind, the build date of the snowblower will be different than the build date (or lot) of the component that was causing the issue. :-)
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JohnH

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I received the replacement snow blower and now realize that there were multiple problems besides the LED behavior. I didn't know this until I got the one that works.

1. LED issue already mentioned.

2. There is a clacking noise from the belt area when the blower is first engaged. This diminishes as the blower runs for 15-20 seconds. After removing the belt cover, this appears to be the belt tensioner making noise when the belt is cold. Once the belt warms up from friction, the noise goes away.

3. The auger on the blower does not stop immediately when I release the bail. It coasts to a stop. I thought this was normal (my old 1985 two-stage snow blower behaves this way) until I ran the new one. It is supposed to stop with an electronic brake.

Thanks, EGO, for the prompt replacement of the defective unit!
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Peter V. Quaglia

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EGO closed until 1/3. I will call first thing to get my two units replaced. Hopefully this is the one glitch with this emerging technology
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JohnH

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Peter, FWIW, my EGO 21" self-propelled lawn mower has been trouble free (and fun to use). I expect the same from the blower. Using the mower's quick charger and the one from the blower, I can charge both 5 Ah batteries at the same time which will get it back to usable in an hour or less. I'll also have the one 7.5 Ah battery from the mower as a backup.
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Peter V. Quaglia

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Called EGO this morning. They are sending out two new units. Outstanding Customer Service. I’m hoping that they have actually identified the problem, and that these replacement units will, in fact, be fully operational. The two snow blowers that I bought at the same Home Depot on the same day which are 1507 serial numbers apart are actually showing differing symptoms which is odd. On one unit, with the lights turned on, the blower will start and run but after releasing the bale bar, the LED on the blower flashes amber continuously and the blower will not restart until the lights are turned off, after which the machine resets and starts normally (as long as the lights are off.) On the other unit, turning on the lights results in an instantaneous LED flashing amber on the machine and it will not start until the lights are turned off. On that unit, releasing the bale bar results in momentary LED flashing amber on the machine which then shuts off and machine can be reengaged (as long as the lights are off.) In both cases the machines were tested with fully charged batteries. I realize there are always glitches when adopting new technology, and those of us that are early adopters essentially agree to be beta testers...and EGO’s customer service thus far has been superlative...but I’m keeping an old gas blower on hand...just in case. I would feel better if EGO would put out an announcement indicating they have identified the problem and which serial numbers are affected. Its hard to imagine that they don't have that information. I’m VERY grateful for the 5 year warranty and honestly would not likely have agreed to be a beta tester without it. 
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Erik

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The search button is your friend.

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Jennifer VandeWater, Community Manager
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Official Response
First, let me begin by reassuring everyone that we do not have a recall in place or planned for the EGO snow blower. Should you experience any issues with your snow blowers, we'd like to reassure you that our customer service team is in place to help you with troubleshooting and get you up and running as quickly as possible (even if you need a replacement). While we strive for 100% perfection in our tools, we sometimes fall short on a few units. I'd like to thank DJDay for keeping things in perspective in terms of actual numbers and percentages. These shortcomings are often highlighted on the community site as you've seen in this thread. We feel confident that we have identified the root cause of these failures and have already corrected them internally at our factory. I am here to assure you that we have measures in place for replacing any snow blowers that may experience a sudden death as described here. Where we fall short, our customer service team is there to help. We hope everyone will consider giving us a call at 1-855-346-5656 with any further questions or concerns about your tools knowing that we stand behind our entire lineup with a customer service team available 7 days a week and a 5 year warranty. We will do what is necessary to make things right for you because we understand that it is a big investment to choose EGO. We want you to feel confident in your purchase now and in the future."
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Peter V. Quaglia

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Thank you for that Eric. That makes me feel confident that they have identified and rectified the issue. I still think it's implausible that they reallly have no idea what serial numbers are affected, but no matter. Their customer service team is first rate and I am confident they will make everything right
(Edited)
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William P Tucker

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I received a email from EGO this morning, advising that a replacement Snow Blower has been shipped to me. It's scheduled to arrive Thursday afternoon. I will let you all know how this one turns out.
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William P Tucker

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The replacement snow blower arrived last night. This morning I put it through some tests both with the lights off, then with the lights on. With the lights off it performed ok. It ran with all three green lights on. Two battery, and one main power. When I shut it down however, the electric impeller brake only worked 30-50% of the time. I then proceeded to turn the lights on, prior to starting the machine. I got all three green lights again. The blower started normally and continued with three green lights. Upon shutdown, it varied. Sometimes it would be normal with the green lights remaining, and other times the main power light would start the amber blinking. The blinking either continued for approximately 15-20 seconds then reset to green, or would just continue the amber blinking. If it continued to blink, the blower would not start, and the lights would have to be turned off to reset the blower. The electric impeller brake continued to work only when it wanted to. One last thing, the replacement blower seems to operate at less max speed at full throttle then the first machine. All of this was reported to EGO, and they are going to send snow blower #3. Hopefully that one works better than the first two. I will keep everyone posted.
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Peter V. Quaglia

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Thank you for the detailed assessment. Awaiting the arrival of my replacements and will do the same
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William P Tucker

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Peter, it appears that my first two snow blowers with the different problems, had the same problems as your two, that also had different problems. Hopefully, the next ones we receive, will be as good as the replacement blower that John received. I'm keeping my fingers crossed.
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Peter V. Quaglia

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Me Too! I received an email from EGO with return labels, but no tracking numbers indicating the replacement units shipped yet...so at this point i don’t know when I will see them.
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William P Tucker

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Peter, EGO will send you a email with the tracking number when it ships. In my case they shipped it by UPS. The return label they sent me was via Federal Express.
(Edited)
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Peter V. Quaglia

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Thanks William. Still no tracking info. I used my unit (that I will be returning) yesterday for the snow here in Staten Island New York. After reading back over JohnH posts earlier in the thread, I realize I am getting the belt clatter now as well, but not when cold...increasingly as I use it. The electronic brake is totally hit or miss...sometimes it works sometimes it doesn’t. As long as I dont turn on the lights, this unit seems to work fine...LOL. I hope the new one works THIS well....sans LED issues and belt clatter!
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JohnH

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Peter, they're not too helpful without the lights, are they? It's almost always dark when we snow blow before of after work. Still no snow here in Minneapolis area since about December 18th. Just rain and snow flurries that blow away into Wisconsin on the back of the 25-30 mph winds...

That's one huge selling point for this EGO - it has lights and it competes against gas models that are about 30%-50% heavier and they don't have lights or electric starters. My 300 lb. two-stage has lights and electric starter and is NOT easy to move around like this one is.
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Peter V. Quaglia

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Hi John. To be honest I live on a suburban street with lights, the the lights on the blower are not critical to me... it I still want the unit to work properly. My concern would be that whatever issue is preventing the unit from working with the lights on would cause the blower to fail in some other way going forward. I LOVE the. Blower. Hoping my replacements are fully functional.
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William P Tucker

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I received an email from EGO this afternoon (1/11) advising me that the replacement snow blower (snow blower #3) had been shipped, and per the tracking data was scheduled to arrive on Monday the 16th. Keeping my fingers cross that the 3rd is a charm. I will keep everyone posted.
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Peter V. Quaglia

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Got my two new units today:( Below is the email I just fired off to Customer Service:In October of this year, I purchased 2 identical SNT2100 Snowblowers, both with 5.0 AH batteries. The Blowers appear to work well, but sometime afterward I became aware that if the LED Headlights are turned on, even with a fully charged battery, the Amber LED begins blinking and the snowblower doesn’t start. Its necessary to turn the LED Headlights off, after which the unit resets and the blower starts normally. I further learned that these blowers are supposed to have instant electronic braking, which is not functional on my units.

On 1/3/17 I contacted customer service who immediately agreed to send replacement units as well as return labels for my current units. I had a brief conversation with the customer service representative to ensure that this issue had been corrected in the current replacement units and was assured it had.


Today 1/11/17, I received my replacement units and they are behaving EXACTLY like my original ones...that is to say the units will not start when the LED Headlights are on, and there is no electronic braking action, although oddly, the very first time I tried the unit with the headlights off, I did experience electronic braking...but it only worked once.


I contacted customer service again and they immediately offered to send another two replacement units which I declined at this point. To be honest, the lights are not an absolute necessity to me. My main concern is that whatever electronic fault exists in the circuit board that is preventing the unit from working with the headlights on will eventually lead to complete failure which is the primary reason I would like to get fully functioning units. I am quite certain that the batteries are fine since I was able to clear 6 12 x 25 driveways as well as 420 linear feet of sidewalk on a single charge during the last snow...so the fault has to be somewhere other than the batteries. 


If you will forgive me for saying so, I am a bit annoyed at this point. Its a job to unpack and repack these things. I don't want replacements until you have fully identified and rectified the issue. I used the return labels you sent me for the original blowers to return the two replacement blowers that I received today. I am attaching a copy of the drop off receipt confirming the replacement blowers have been shipped back. Here is a link to a video of the snowblowers behavior pursuant to a request from customer service which is too large to email:


https://dl.dropboxusercontent.com/u/56011103/IMG_0517.MOV



So at this point, I have my original two blowers on which I am assuming the 5 year warranty remains in force. Please note on my account that these units which I will continue using are defective. I will be calling again, perhaps a year from now, when I can be assured that whatever issue my blowers are having is in fact corrected, before I go through the headache of a replacement. 


Let me also add that your customer service has been stellar. I realize that there are always challenges with new technology, and early adoption generally means you end up being a beta tester. I am very happy with my snowblowers with the exception of this relatively minor issue...but PLEASE don't send me any more replacements until this issue is fixed.
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Jacob

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If I was the owner of a company, you are the exact kind of customer I would want. Understanding, patient. Most people just want to hate companies. It was a pleasure reading your comment.
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Peter V. Quaglia

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thank you!
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Blue Angel, Champion

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I was thinking the same thing, Jacob!

Yes Peter, a great post to read for sure! No apologies necessary, you have been absolutely understanding. Hopefully you can get through the season with the two originals and have the issue taken care of at that time.
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Peter V. Quaglia

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Thank you for the kind words. Based on my experience to date, EGO is a great company with outstanding customer service. As I said in my post, this is new tech and there are bound to be issues. Were it not for the 5 year warranty, I wouldn't have even considered a battery powered snowblower at introduction. I'm sure they will hash this out eventually. Its likely just a bad run of circuit boards or something, but they need to ascertain precisely which serial numbers are affected and pull those units from the warranty replacement stock as well as store shelves before they go any further. Its not cheap to ship these things...sending out replacement units with the same defect is a headache for the company as well as the end user. 
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William P Tucker

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Peter, sorry to hear about your latest problems. You now have had 4 straight machines with problems, and I have had 2, with the third on it's way to me for testing. I do not consider this a small sample problem as some of the people have advised. A 100% rejection rate is not a small problem. It would have been nice to have had the replacement units double checked for problems, prior to being sent to us. I'm 73 years of age, so it's no small chore for me to get these things boxed up, and shipped back to them in Grand Rapids. I know where you coming from, about the returned shipping. I am honestly starting to wonder if there are any units out there without brake and light problems, or are people just living with these inconveniences. Well, I'll be testing unit #3 next week, and right now I don't have much faith that after being shipped out of a warehouse in California, it will be any better then the first two. If the third unit has a problem or problems, it was be decision time for me also. I would love to hear from somebody that has one of these snow blowers without no brake or light/ flashing amber light problems to give us a glimpse of hope that the machine does exist. Anybody got one?
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Blue Angel, Champion

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Perhaps Erik's post will give you some hope? :-)

https://community.egopowerplus.com/eg...

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