Repair Replacement Parts

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  • Idea
  • Updated 7 months ago
  • Under Consideration
I currently own a 21" SP Mower, a String Trimmer, a power head with the edger and pole saw attachments, a hedge trimer, the back-pack blower, the 530CFM blower and 9 batteries with various amps. I love the products and always recommend the brand. 

Four weeks ago, the mower's self-propel speed control switch went from variable speed to a fixed maximum speed. Home Depot has provided a repair turn around time of 4 - 6 weeks.  That's 6 weeks without a mower in the summer and the cost to rent one during that time.

I tested the variable speed switch and found it defective. Rather than wait the four to six weeks without a mower, I decided to order the replacement part. To my surprise, EGO doesn't sell these repair parts direct. I was able to find a similar part through RCPW but that is backordered three weeks. The mower still functions well and I just need to push up hills or run up hills until I can repair the unit.

My concern though is that aside from the service timeline being unacceptable, the lack of repair parts availability can end up driving customers in alternative directions. Assuming the 7.5 Amp battery needs to be replaced soon, my decision to spend another $299 hinges on knowing that my mower can either be repaired quickly or parts provided in 48 hours, should another failure occur. 

Rather than spend $299 for a new battery, for example, I may be better off buying another mower like Husqvarna or Honda, where I know I can get quick service or repair parts the same day.

Do I prefer battery operated tools? Absolutely! Can I afford to subsidize poor product support? Absolutely not!

I would love to see these issues rectified for everyone before I need to make that decision.

Thanks.
 
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ETB

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  • worried

Posted 8 months ago

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William E Hanson

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Ed, many feel the same and let's hope EGO catches up on their ability to truly support the growing customer base. It can be frustrating when you encounter a problem. Some had suggested allowing EGO to repair your yool in that timeframe, but you purchase a replacement to use meanwhile and returning it with Home Depot's 90 day period for refund or if charged to a Home Depot credit card, 1 year.
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szwoopp, Champion

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Official Response
With Ego's 5 year warranty, most (or maybe all still) of their tools are under warranty.  As more tools pass out of warranty, the hope is that part will become more readily available.

And you did find the main parts supplier for Ego which is RCPW.  And as you found the part you need is available.  Hopefully parts diagrams will be available to make the process easier.
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ETB

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Thanks. Are you in Champaign? Never heard of Champion. 
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szwoopp, Champion

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haha - no actually Chicago area.  The Champion designation is added by the website after you make lots and lots of posts.