Repair Process

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I have had the original blower and hedge trimmer for about three years. The blower is great and the hedge trimmer has been OK and I have not needed any service on either unit. I am considering buying an EGO power head and several attachments but after reading some of the problems people on this forum have had with long repair times and lack of responsiveness from both Home Depot and EGO, I am concerned that the service structure is not even close to adequate. Are these bad experiences I read about here the norm or are they very unusual situations?
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Ed Harty

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Posted 9 months ago

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TcBaywatcher

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I have worked for Home Depot for over twenty years and have seen very few Ego products com back into the store. They have been flying off the shelves from day one when we started carrying them. Customers have had nothing but good things to say about their products. My son bought  the self propelled lawn mower last summer and he LOVES it. He said He only used the Self Propelled option on it the first time and hasn't used it since. He said it is so lite he doesn't need it. The only problem He said he has is his neighbors coming over and interrupting his cutting so it takes forever to get done. ;)   
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Ed Harty

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Thank you for the responses. 

Home Depot employees definitely don't push EGO products or have much product knowledge which, along with problems identified on this forum, left me concerned about additional EGO purchases. It is certainly true that people are more likely to visit a forum if they are having problems so I would agree that it is probably not representative. I do think EGO has the best designed products so I will likely go ahead with the power head purchase.
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Blue Angel, Champion

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I’ve seen no one complaining of issues with the Powerhead, I’m sure you’ll be happy with it!
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TcBaywatcher

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As an associate at THD I ALWAYs bring up the advantages of purchasing all the EGO products. We use the Leaf blower in the outside garden area to clean the floors there and around the building skirt.  I've heard nothing but go things.
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szwoopp, Champion

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Ed I am sure product knowledge and preference among HD employees varies by individual, department, store, store manager, and region.  I am in a large metro area and have a home depot about 10 minutes east and another 10 minutes north of my house,  I have a preference as to which store I visit as I find the staff and service is better.  Try another location if convenient you might be surprised.
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TheAtomTwister

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I think I actually showed up at the forum before I purchased an EGO product.  I got to see Blue Angel when he only had a little over 6000 points.  Interestingly, though, the first blower I bought (a 480 unit) quit working, but a week later, I received the replacement unit and had the turbo button get stuck, and I had a hell of a time getting it unstuck, but I did with a screwdriver.  It's a good blower, but it doesn't have the power of my 80V units.  The 530 and 575 units do though.  If for whatever reason you do have a problem with an EGO product, try calling EGO in the morning when there is no line of people waiting for reps.  
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Bryan

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So, my understanding is that THD allows you to return EGO mowers out of the box up to 90 days. With employees that work at Home Depot on this thread, what are some of the right ways and wrong ways you see when people return a HD product?  What would cause you to not accept a return?

I bought my Ego mower in late February but with winter weather still here, I'm likely not going to get my first use of the mower until mid or late April. So needless to say, I'm a little concerned I might not find something wrong with my mower until very close to the 90-day cutoff. 
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Oregon Mike, Champion

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You can at least charge the battery and put it in the mower and just run the mower to see if that much works. Actual mowing, yeah, will have to wait.
So, about returns. I'm not an HD employee but have had to make a return of an item that outside of the return window but within its warranty period. It was a Husky compressor. It stopped working and the manual said to call a number before taking it back to HD. So I did that and they told me to go ahead and take it back to HD that HD would accept the return since it was under warranty. I didn't have the box for it any more but did have a copy of my receipt. Took the compressor and receipt and HD issued me a store credit since I was going to buy a different compressor instead of wanting to exchange for the same one. Anyway, they took it back without the box so that seemed pretty good. 
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TcBaywatcher

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There have been a few cases where you may not get your full amount back from THD. Like Mike said. if you are out of the 90 day window call the number. I am almost positive you will be satisfied with your return experience. If you bought it with a card you can get a receipt printed out from home through your card Co. I suggest you sign up for the Pro Xtra service at Home Depot. It tracks everything you buy there and you can go back and find, print,  and return even a box of screws you don't need. It allows you to return anything for up to a year also as well as many other handy programs.
   I really didn't get on here to sell THD. But with over twenty years under my belt I should be able to clean up any questions about our stores policies.
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Bryan

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Mike and TcBaywatcher, thanks for the information. This is all very good to know.

T, so is the Pro Xtra service something you can sign up to even if you're not a contractor or representing a business? 
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Oregon Mike, Champion

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I'm not signed up for anything called ProXtra but I do have a credit card tied to my online HD account since I do order from HD online sometimes. Those receipts show up in my account as do any receipts from in store purchases made with the same credit card.

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