Spent 4 days trying to reach customer service

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  • Problem
  • Updated 6 months ago
  • In Progress
  • (Edited)
The battery in my less-than-2 year old EGO mower died over the winter, stored in my house. Reading about similar problems online, I decided to phone Customer Service. Customer Service couldn't be reached (busy with other customers), and wouldn't call back when promised, or called a day later, even though I supposedly "didn't lose my place in line with a callback". When they called back on the 4th day, I was in my car and not near my mower for the required serial numbers. I can't understand why they don't have a reasonable callback period like all other companies I've ever contacted. Then, I have to get the serial numbers off the battery, charger, mower and find my original receipt. Why?????? Don't they just need proof of purchase? Do they think I'm trying to scam them? I own 3 EGO devices and resent the insinuation. The company that took my $1000 in return for a prematurely failed device should not be so wary of my intentions that they threaten to cancel my warranty if I can't produce the original receipt of purchase!
I am very satisfied with the EGO products, but the customer service is just horrible. And why are people experiencing battery failures in less than 2 years on mowers that are used infrequently?
Also, I live a 1.5 hour drive from EGO headquarters, but was told it would take 5-6 days to receive a replacement battery. Are they having someone walk it to my house?
This could not have been a worse experience.
If management is listening, do you care about your customers after they purchase your products, or do I need to warn everyone on social media?
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Terry Abrams

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  • frustrated and disappointed

Posted 6 months ago

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Ken, Champion

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Official Response
The receipt is your proof of purchase. They'll ship you a replacement battery quickly (it comes from their warehouse in California, not their corporate office), but no company is going to ship out an item that costs several hundred dollars without proof of purchase. That's how warranties work. Yes, some people do try to scam them to get free stuff.