Self-propel not working

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  • Updated 2 years ago
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Merged

This conversation has been merged. Please reference the main conversation: My self-propel drive is malfunctioning

My husband and I bought the new EGO 21" SP mower the weekend before. Right out of the box the self-propel was not working. I tried calling EGO customer service and I was on hold for almost an hour before I hung up and it was during their normal business hours. That did not make for a good impression and I hope that this is not an ongoing issue, though I have read some other comments that CS has not been that responsive.

Anyway, I did a little research on-line and tried all the suggestions I could find (there weren't many, wasn't a big issue it seemed), from folding it up and starting again ensuring everything is locked into place and set right, to pushing the mower forward then backward incase the wheels were locked, but no luck. When you pulled the green SP lever it made a clicking noise, and we tried adjusting the variable speed level, but nothing happened. The mower blade was engaged and he was able to push the mower to mow the lawn, but we didn't spend the extra $100 for nothing.

My husband was very upset and disappointed and we returned the mower. For $599 you expect it to work right out of the box. Unfortunately, the HD stores in our area did not have anymore 21" SP in stock and we had to order it online this time (hubby was not happy about that either).

So here we are waiting for the new mower to arrive and I am wondering if it is going to work.
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Rebecca Whisner

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Posted 3 years ago

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Jennifer VandeWater, Community Manager

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Official Response
Rebecca, we'd be frustrated too and we're sorry that you had a defective self-propel right out of the box.  We thank you for giving us another chance with a replacement.  We also want to apologize for the customer service wait times.  We're working to fix that.  We promise!  Please keep us posted when you have your replacement.