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I've owned my 21" self propelled mower since May of 2017 and had been happily mowing my lawn (about 3 battery charge cycles a week) since then. Yesterday (Aug 30th) the self propel motor stopped working (the mower blade still spins, and I finished up my yard using it as a push mower, which made me appreciate the self propel feature even more...). I tried letting it sit while I charged the battery, but it's dead.
I called technical support around 5pm ET, and after 20 minutes on hold I reached Christina at EGO, who said she put a note "in my account" and directed me to take the mower to Home Depot for warranty service. She didn't mention the 20$ HD deposit up front, but knew about it when I asked. After the phone call I received a survey link with a "case closed" notice. (Apparently the "case" is just me talking to them on the phone and being sent to Home Depot.)
I called around to several home depots near me (not all of them have the tool rental & repair departments) and dropped it off today. They collected my $20 deposit, informed me I'm on the hook for the first $100 of repairs (if it will be more than that they will call me) if the problem is not covered under Warranty. (I assume it will be, as I have it properly registered, etc...)
The really annoying bit is that their "average" time to service is 2-4 weeks for an in-store repair, and it goes up to 6-8 weeks if they have to ship it to some other facility for repair. So, I either have to hire a lawn company for 2-8+ weeks, or buy/borrow a temporary mower.
I called technical support around 5pm ET, and after 20 minutes on hold I reached Christina at EGO, who said she put a note "in my account" and directed me to take the mower to Home Depot for warranty service. She didn't mention the 20$ HD deposit up front, but knew about it when I asked. After the phone call I received a survey link with a "case closed" notice. (Apparently the "case" is just me talking to them on the phone and being sent to Home Depot.)
I called around to several home depots near me (not all of them have the tool rental & repair departments) and dropped it off today. They collected my $20 deposit, informed me I'm on the hook for the first $100 of repairs (if it will be more than that they will call me) if the problem is not covered under Warranty. (I assume it will be, as I have it properly registered, etc...)
The really annoying bit is that their "average" time to service is 2-4 weeks for an in-store repair, and it goes up to 6-8 weeks if they have to ship it to some other facility for repair. So, I either have to hire a lawn company for 2-8+ weeks, or buy/borrow a temporary mower.
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10,068 Points
Posted 2 years ago
Blue Angel, Champion
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178,712 Points
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10,068 Points
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162 Points
I have problems with my mower too. I have no clue where the receipt is. I am really starting to doubt EGO's reliability. I have all there latest products except the brushless mower (have original old style). The mower will randomly stop propelling, the 7.5 battery randomly red lights out, the 2.5 works great. And to boot a new battery is the cost of a gas mower... I may just make the switch and sell out. Sorry Ego, I tried.
Blue Angel, Champion
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178,712 Points
If you're coming into an off-season for grass cutting it would be worth getting Ego Customer Service involved and perhaps getting your mower fixed and/or your battery replaced. The battery should be easy to diagnose if your 2.5Ah works properly in the same tool.
Amber F., Official EGO Rep
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67,962 Points
Blue is right, Brandon. Please give Customer Service a call. They really are here to help and they might be able to resolve your issue over the phone.
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10,068 Points
Week 4 update: When I called HD today (Sep 25th, 2017) they said the repair was "in progress" and they were waiting for a part. (Which usually took about a week to arrive.)
Amber F., Official EGO Rep
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67,962 Points
We looked into your case and the parts are scheduled to arrive in the next day or two. This means your repair should be completed this week. :-)
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10,068 Points
That's good to hear, hopefully HD is able to install it quickly (and that part fixes the problem), thanks for the update.
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10,068 Points
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122 Points
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10,068 Points
I have my mower back! Home depot called me late on Thursday night (Oct 5th, 2017) to say it was ready to pickup. I didn't actually get it until Saturday, but everything is working again (at least for the 5 foot self propelled test I did in the store). They did refund my $20 deposit as the repair was covered under the EGO warranty.
All together, it was at the store just slightly over 4 weeks, and I paid $180 for lawncare during that time. (But, I got a break from having to mow my own lawn..bonus?)
All together, it was at the store just slightly over 4 weeks, and I paid $180 for lawncare during that time. (But, I got a break from having to mow my own lawn..bonus?)
Blue Angel, Champion
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178,712 Points
Either way, at least the issue has been resolved. :-)
szwoopp, Champion
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93,924 Points
Good to here you are back up and running, hopefully it is for a good long time.
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10,068 Points
summetj
Tom Jacques
Blue Angel, Champion
summetj
summetj