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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Ken, Champion

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What sort of damage did the mower suffer?
Thanks for asking.
I was in high grass -- which this mower is much better at than I deserve -- when I ran over a solar light. The mower stopped completely, and the post for the light was cut pretty cleanly.
I have actually had this mower stall on other materials before, so I was hopeful. But so far, it simply does nothing when I try to start it. I have fully charged the battery and let the thing rest. 
The blades do not look damaged. I have not yet tried spinning the blades with a stick, which might be a logical next step (with the battery out, of course). But even that I would rather done by an expert.
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Ethan Kromhout

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My brother and law had a similar incident, and for that non-warranty work the Ego support people were able to point him to an authorized repair place. That was not a Home Depot but a general mower repair shop. He had to pay for the work of course, but was back up and running in a couple of weeks. Might be worth calling support and see if they could give you a similar referral. 
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Ken, Champion

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Yeah, I don't know a lot about the inner workings of lawn mowers, but it could be a bent shaft. Keep us updated and let us know if you can get the blade to turn manually. There are some other users here who might have some advice.
Thanks guys.  I did have a look underneath, and the blade and shaft seemed OK -- surprisingly so. The headlight works, too. So clearly I need someone who knows these things to look at it. I put something out on my town's Facebook page, but no local places were found. So I called EGO, who referred me to Home Depot. I pleaded for some alternative if I were paying myself, and they had nothing in my area. 
So I went to Home Depot, paid the $19 drop-off fee (which EGO did not mention) and am hoping for the best. I am the first EGO repair there, so I am not optimistic. I'll post something here as this develops. And I'll hope my grass does not grow too fast!
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TK

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Your grass will be taller then you by the time you get it back.....


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Ken, Champion

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The drop-off fee will be refunded if the repair is covered under warranty. I think it will be applied to the repair, like a deposit, if not --- but I could be wrong about that.

The local HD won't be repairing it. They'll ship it off to a repair center. The bad part is that people are reporting a turnaround time of six to eight weeks.
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TK

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I would be interested to know where the repair centers are located?
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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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