Slow repairs at Home Depot?

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My Ego mower wouldn't start, and after a short conversation with support they suggested I take it into Home Depot for repair. I was sad to hear from Home Depot that they would be shipping the mower off to Atlanta for repair (my closest Home Depot is in Durham, NC) and that could take up to six weeks. I'm now at just over 8 weeks, and they tell me mower has shipped back from Atlanta, but they have no way to track it and I just need to wait for them to call.

Is this typical from other's experience, and does anyone know of more reasonable repair places if I need work done in the future? Doing with out the mower for two months of Summer has been pretty disruptive, and I still don't know if/when I'll get the mower back from Home Depot.

Thanks,

Ethan
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Ethan Kromhout

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Posted 3 years ago

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DavidH

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You will find numerous complaints about Home Depot in these forums. Ego makes a great product, and generally their support staff are great. Home Depot continues to be at the root of "Post purchase" and warranty service issues.
Lets hope that Ego comes up with a better solution than Home Depot in the future.
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Brennan Breene

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Oh boy have you opened up a can of worms here! Anyway EGO has outsourced it service to Home Depot. Home Depot wants to sell building materials and home goods not fix battery operated lawn mowers. Most likely it is at a 3rd party repair center and Home Depot is nothing more than a facilitator to get it from point A to point B and back again. According to some of the posts I have read EGO won't really say how this is all done. Anyway, to make a long story short instead of EGO setting up service centers they have taken a short cut and left it up to third parties. 

It is a mess. Unsuspecting customers buy their products expecting good quality service and get the shaft. You are not alone in your plight or displeasure!
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Ethan Kromhout

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Agree completely that the Ego support people are great. I had a previous interaction with them on a battery replacement and they were fast, friendly, and professional. I didn't have Home Depot in the mix in that case.
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Ken, Champion

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Ego is definitely struggling to figure out a solution for warranty repairs. I know they've said in other threads that they're exploring other options, but it's taking awhile to find someone who can do the work in a timely manner.
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TK

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No way to track? Unheard of these days...
Yikes!  I have damaged my mower -- completely my fault, having mowed a solar light that was in high grass. 
I love the mower, but the thought of dealing with HD is discouraging. Some of the worst customer service I've had in my life was with that company. As someone else suggested in this thread, the root cause is very fragmented outsourcing, so that no two people working on a problem have any connection to each other.  
I'm going to see if a local person can help, but this is a very new sort of mower, so I'm skeptical.
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Ethan Kromhout

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They said the repair center they shipped mine to was in Atlanta. Just got the mower back this weekend after 9 weeks, though they had lost the battery :/ hopefully I'll find out if the repair center has the battery on Monday.
(Edited)
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DavidH

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Wow that is just "Unacceptable " to wait that long. Could you image waiting that long for a Snowblower? Winter would be over.
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David HD, Champion

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I have been lucky so far with my EGO power tools, but would not enjoy waiting 6 to 8 weeks for repair.  There should be more choices in "repair centers" for these EGO tools, so people can get back to business quicker.
I wish they would have given HALF as much thought to service as they did to designing the tools, which are actually fantastic. But as I said earlier, I have had my worst service experiences with Home Depot, and cannot believe this is the only option. Two weeks after dropping off the mower, I do not even have an initial comment on whether it can be fixed. 
I'd say "never again," but I like the mower itself. But I'll never buy anything more complicated than a hammer from HD again.
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Ken, Champion

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I find myself going to Home Depot mostly because there are a lot more of them where I currently live and they're closer to my house, but I've always preferred Lowe's when it comes to big-box home improvement stores

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