Numerous problems with 21-in non-propelled mower

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Having numerous problems with 21-in non-propelled electric mower. Started mowing at 7am today with blade at highest "5" setting. Tallest grass was at most 2 inches and bone dry. Mower would constantly quit and flash the yellow light and battery would need to be re-seated to continue. This became a chore as it was needing to be done every minute or so, despite slowly mowing through tall grass. It would even shut off while mowing my south lawn which is 0.5-in at most because the grass has not yet even grown back yet following some plumbing work done back there, I only go back there because it's just part of my path/routine. It would also shut off immediately after I had reseated the battery and turned the mower back on, while over already-mowed grass with no clippings (i.e. blade was literally not coming into contact with ANYTHING and mower would still shut off and complain). After about 30 minutes of this, battery died. Waited 1 hour 15 minutes for 5.0 Mah battery to recharge and then started mowing again. Only lasted about 7 minutes before battery died again. My <0.25 acre yard is now not even half mowed. Blade is sharp and tightened. Underside of mower is clean and free of debris.

I am thoroughly disappointed that this $400 mower does not get the job done right. I have never had a gas mower complain as much as this thing does. I am even more frustrated that you don't bother to open your call center until 10am when you should know that during the summer time your customers are going to be mowing early on the weekends to avoid getting too hot. Even when I do call, your wait times are horrendous. You "love hearing from customers" but management does exactly nothing to staff your service department properly to reflect that.

Perhaps I got the wrong mower and should switch back to a traditional model, because this thing is thoroughly defective and you don't seem interested in helping.

Worse yet, it doesn't even seem this Community is well-maintained. Speaking from my background in IT, there are zero reasons why this site should not be integrated with the same login that we use for warranty data on the main site; and you don't even update your holiday hours, because you still have a message about July 4th closures and it's July 13th.

Becoming less and less impressed with this company with every passing minute.
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neptunestudios

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Posted 5 months ago

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walt dutchak

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Totally sympathetic with your view. 
Of INTEREST: EGO is only one of many companies under the CHEVRON (China) conglomerate which includes companies in the power tool market such as - SKIL, SKILSAW, DEVON, FLEX, XTRON, EGO, HAMMERHEAD and CALMUDRA.
Perhaps the current impasse between China and USA has some impact on the EGO customer service situation. 
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Oregon Mike, Champion

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Not Chevron. Chervon. 
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William E Hanson

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Neptunestudios, EGO doesn't monitor or participate on this forum; we're all users of EGO tools sharing and helping each other the best we can. Your best bet is to deal with Home Depot if within 90 days or 1 year if charged to their credit card. Otherwise, within the 5 year warranty, call customer service at 1-855-EGO-5656 (1-855-346-5656). Call early during the workday to avoid long waits.
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walt dutchak

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You are correct Mike.  My error.  I noted that there was a Chevron China company, but that is associated with oil.   EGO is part of the Chervon (China) Trading Co., Ltd. conglomerate.
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Ken, Champion

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You don't say how long you've had your mower or whether you've used it before, but those of us here who have used these mowers for years can tell you this is not how they perform. You clearly have a damaged or defective unit.

As Mike said, if you bought it within the last 90 days your quickest solution is to exchange it for a replacement. Home Depot makes the process refreshingly painless.
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neptunestudios

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I've had it for about 2 years and it was a housewarming gift from a now deceased family member. That was a whole thing I had to deal with with Ego too. Since I couldn't reproduce the receipt they only manually entered me in for a 1 year warranty that has probably now lapsed, conveniently when everything it's going up the creek. I'll admit that's more than they had to do, but still won't help me in this scenario.
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Matthew

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Call customer service, or take it back to Home Depo . You’re bad experience is not how the mower is supposed to run. I’ve seen videos of it cutting waist high grass with no problems. That sucks you had such a bad experience. This mower is the best one I’ve ever had, with very little maintenance and very convenient to store. Almost all my neighbors have electric mowers now. They were jealous of my lawn and how quiet the mower was. I hope it works out better for you man good luck.
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neptunestudios

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It was nice when I first got it but has gotten progressively worse and per my above reply, I'm way past the return period and outside of a manual warranty grace period they gave me. And I was trying to call customer service yesterday morning but they don't want to be open until midday which is just crazy to me. $400 mowers, $200 string trimmers and $300 batteries, all made in China on the cheap, and they can't afford to staff their call centers 8a-8p seven days a week. Crazy to me. I'm a capitalist and a business owner myself but I don't treat my customers like this. I'm available 24/7. If you have a problem with my product, I *want* you to wake me up at 2am so I can keep your business.
(Edited)
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William E Hanson

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Unfortunately their business model isn't up to par. Statistics will dictate if and when they make changes.
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neptunestudios

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I appreciate your folks' helpful words, but I just can't help but find it pretty despicable the scam they've conjured up. They get to sell made-in-China mowers at a tremendous profit margin, have constrained support hours and slow e-mail responses, and convinced their fans to run this support forum for free. Chervon is laughing all the way to the bank.
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Matthew

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Seems like you just had a really bad situation, they back there products for 5 years and battery for 3 so they believe in there products. I’m sorry of your extremely bad luck, totally understand your frustration.
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Ken, Champion

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I'm sympathetic to a point. Not having a gift receipt to register your mower sucks. I would certainly try to call customer service one more time and see if there is anything they can do to help you, especially since you're on the record having tried to register the mower back when you got it.

But judging from the tone of your posts it sounds like you just want to grind your ax more than you want actual help. You complain about everything from the login process to the fact that the manufacturing is done in China, which is hardly an unusual place for manufacturing these days. And you complain about "constrained hours," but customer service is available seven days a week.

Just for the heck of it I checked the customer service hours for a few of Ego's competitors. Stihl, Echo and Honda are available only Monday-Friday. They're closed on the weekends. Ryobi is seven days a week, but hours are similar to Ego's. So it looks like Ego's availability is better than most.

And Ego's fans don't "run" this forum, free or otherwise. None of us are administrators or moderators.

You seem to indicate you've been having problems for a while. It probably would have been a good idea to contact Ego for service when problems first started happening rather than wait for a complete failure, especially if you knew your warranty period was limited.

Requiring a receipt in order to get warranty service for an expensive product isn't a "despicable scam." Unfortunately it's pretty much standard across all companies. I have a lot of pricey hobbies and all of my toys require receipts. That's why stores give gift receipts.

Again, call customer service back and explain the situation. You might get lucky. It certainly can't hurt to try.
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Ken, Champion

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You haven't been trampled on. You haven't even talked to Customer Service yet. You're awfully bent out of shape this early in the process. You strike me as someone who is probably impossible to please.

Call CS and if you don't get through immediately select the call-back option. Or don't call. But if all you want to do is complain you're on the wrong forum.

And as a self-professed "capitalist" your continual comments about a company trying to make a profit ring hollow.
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neptunestudios

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The fact that customer service sets unreasonably thin hours of availability and then during those few hours doesn't have enough staff to answer calls rapidly is, as far as I'm concerned, trampling on the customer. They're doing the absolute bare minimum to support the product. There are numerous companies, larger and smaller, that have quicker response times and better hours.

At this juncture, I'm not here to complain, but to defend my position since the implication is that you feel that I'm being unreasonable. I think I'm being more than reasonable that I haven't just taken Ego to court over my expensive mower being defective and no one wanting to pick up the phone or reply to my e-mail. BTW, we're now up to 48 hours and they haven't e-mailed me back, either.

I have no problems with a company trying to make a profit, but there has to be some moral compass to that. Making cheap merchandise that fails and then slimming down your call center to minimal hours and minimal staff is just corporate greed.

Southwest Airlines provides everyone two free bags, no change fees, free snacks, ample legroom, friendly customer service, they answer fast 24 hours a day even though they don't even fly 24 hours a day, and yet they still make a LOT of money. I'm perfectly ok with that. Their CEO deserves to buy all the yachts he wants.

Ego, by comparison, is Mr. Burns wringing their hands together at how they've conned all of us into buying an overpriced mower that doesn't work and then they don't even have the courtesy to answer the phone in a reasonable period of time.

As I've said, I'm a two-person small business and I make myself available to customers 24/7/365. Call me at 3am Christmas morning after I was up until 1am laying out gifts for the kids that'll be up at 5am. I will pick up that phone and I will fix your issue or I will give you your money back. Ego has no excuses.
(Edited)
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Ken, Champion

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"Unreasonably thin hours" for customer service, which as I posted above are far better than any of their competitors. They exceed the industry standard, so yes, you're being unreasonable.

Customer service is done via phone, not email. That's why phone numbers are listed. Call them back and leave a message for callback. Or don't.

Ego's mowers are priced comparably to their competition, so they're not "overpriced." And you didn't buy it.
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Matthew

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I did feel bad for your situation, but as you stated you are out of no money. You got to try something innovative that had no problems the first year. You tell us it was a gift but can’t prove purchases. For everyone that has done it the right way it is not a problem. CS is a little pain but they are working on it and most of the time they get back with you within 24 hours which is an acceptable practice. There hours of operation are not thin like most if not better. They back there products for warranties longer than most so they do not forget about you. Your principles are not the right principles you have not been done wrong. They gave you a year warranty even though you could not provide proof of purchase. I’m sorry that you have not gone about it the proper way with proof of purchase or registration of the equipment, and can not get the full warranty, but what do you expect. It’s starting to sound like you just want to get another free mower. Complaining here in my opinion will not help your situation.
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neptunestudios

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I can assure you I do not want another free mower. Replacing the unit with another piece of junk is not going to help me. As I've said before, at this point, my only motivations here are to caution prospective customers from getting mired in the same problems I've had.

CS has been a pain for the 2 years I've had the thing. Every single phone call has been an enormous pain. I don't see any positive change happening there.

They do offer customer service via e-mail, or why do they have the form on the account page? You can literally report a problem there and it says they will e-mail you back.

As I said before, just barely beating the competition does not mean they are better. Just slightly outpacing your competitor only makes you the best on a technicality. It does not make you objectively good. Plenty of other consumer electronics companies make themselves more widely available on thinner profit margins. Ego has no excuses for their behavior.

When someone pockets an enormous wad of money in exchange for a product, I expect them to be available at any time that product could feasibly be in use to support it if it fails. I'm sorry that you have lower expectations than I do and apparently don't mind spending money on things and then getting disregarded by the person you've paid. I demand better and I don't think I'm unreasonable for doing so.
(Edited)
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Matthew

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Good points Ken, all true and I agree. I think that frustration adds more to the problem that may not be there. Definitely not a scam or worse than other companies (actually as you pointed out better in most cases). When you are frustrated, everything seems to be horrible when that might not be the case. Yea receipt is required everywhere as proof of purchase that’s why there are gift receipts as well. Where it’s made shouldn’t matter. EGOs products work better than most but with every company there may be some products that are defective, that is why warranty’s are in place. I think you are mad at the situation so you are mad at everything and need to blow off steam. Everyone here is here to help because there equipment is so much better than what they have ever had before. You just have a very rare situation.
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Oregon Mike, Champion

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I'm a bit confused by all of this. It seems like you have a battery, most likely, problem. And instead of dealing with it right away you've dealt with it for 2 years? That part I'm not clear on so could you clarify? If so, why have you waited 2 years? 
Also, when it was given to you as a gift, did you register it as a gift? You can do that on the EGO site. I'm guessing not since EGO recently (within the last year?) entered your info for a 1 year warranty.

So, you've continued to struggle with it for the 1 year? 

The timeline is hard to follow. You've had the mower for 2 years?
You have (had?) a 1 year warranty, when did the warranty first go into effect?
How long have you had the mower? When was it given to you as a gift? How old was it when it was given to you? Did you try to register it when it was given to you as a gift?
Has this problem been gradual, or  just came up? 

I see too many inconsistencies in your story. Please clarify so it all makes sense. Start from day 1 until now. I'm not accusing you of anything, just trying to make sense of it all.



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szwoopp, Champion

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lol
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William E Hanson

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Fools keep running their mouths when wrong; intelligent people acknowledge and learn.
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neptunestudios

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Fools let people walk all over them. Intelligent people use every tool available to them to not allow it. This will be my 25th small claims suit, and I've had 24 wins, so you'll have to excuse my overconfidence that I think I've got this one in the bag.
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Ken, Champion

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Intelligent people solve their problems.

Still waiting for that email?

And it doesn't surprise me at all that you're litigious. And I'd love to read the Yelp reviews of your business.
(Edited)
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Matthew

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Wow still on that email. Wow I guess if you don’t do anything the right way, expectations should be that everyone else should do what you want anyway. ( 1. No receipt/ registration = full warranty/refund . 2. Email one time with month or weeks with no response = no way they didn’t get my email because emails are perfect and never get lost, so they need to read minds and know to get back me. ) Ever notice that the villains in movies never think they are wrong either and that everyone should bend to there principles. Nice szwoopp I should just laugh as well because it is kinda of funny at this point. Doesn’t seem like you have a leg to stand on but good luck I guess.

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