Stuck with a $1200 paper weight!

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  • Updated 11 months ago
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I buy what I was hoping to be the best Lawnmower I ever used, the metal deck one at that, for almost $1200 through Amazon, the overload light is on.... I have used it like 4 times, EGO won't help me because they say I didn't buy it through an authorized dealer, (Brand New in an EGO box), Amazon is supposed to contact the seller, with no help now... so now I'm stuck with a $1200 paper weight. Very upset. I also bought the trimmer, to find out they came out with 1 with interchangeable heads. Love how I spend so much money on their products and nobody is willing to help me. I can't even find out if I can pay someone to fix it. Very upset.
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Adam Boss

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Posted 11 months ago

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Blue Angel, Champion

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That sucks. Amazon should be notifying people that warranties are not valid through third party sellers.

I'd be tempted to open a claim with my CC company if possible.

If you end up stuck, the repair channel is through Home Depot.
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Dave .

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Amazon isn't an authorized distributor?? Seriously?
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Blue Angel, Champion

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"Sold by and shipped from Amazon" indicates you're buying directly from them and the warranty is valid. Amazon is an Ego Authorized Retailer.

Third party retailers that sell through Amazon are most likely not Ego Authorized Retailers.

It's very confusing for the customer and it shouldn't be that way.
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Adam Boss

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You have to be careful what company is selling through Amazon.
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Adam Boss

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I guess I had to find out the hard way. $1200 mistake.
(Edited)
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Adam Boss

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You would think EGO would still step up seeing that the product still had to come from them. Nope, I was basically told sorry. SOL.
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szwoopp, Champion

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That is really a bad situation, but Ego has no way to tell where it came from or what condition it was in when you purchased it.  There was a post on here not that long ago by a guy that purchased a truck full of broken/returned/warranty/repaired/who knows what ego products in an auction from HD.  A manufacturer could get stuck giving a warranty replacement on the same broken tool multiple times if they did not have procedures and authorized distribution channels.

Going at this another way - do you have multiple batteries so you can maybe isolate the defective part by swapping batteries between tools.

Is the overload indicated on the mower or the battery or both
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Adam Boss

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I have 2 batteries, tried them both... both batteries work on my trimmer.
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Adam Boss

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I take care of my stuff. Everything was brand new.
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szwoopp, Champion

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Not questioning your standards Adam, but there are plenty of unscrupulous folks out there
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szwoopp, Champion

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Well then it certainly points to the mower.  Any chance of returning it to Amazon as defective.  I know HD gives 90 days or 1 year not sure about amazon.  That may be your best route at this point or as Blue suggested a dispute thru your credit card company if Amazon refuses to help.

Just curious, why did you decide to purchase thru amazon.
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Ken, Champion

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I'm not sure what Amazon's return policy is for third-party sellers, but I'd look into that as well as the return policy for the seller.

$1,200 sounds like a steep price. I'm also curious why you went with the Amazon route. Are you located somewhere the mowers aren't available through Home Depot or Amazon directly?

Who was the third-party seller? Looking at one on Amazon who is close to the price you quoted, they claim to have a good exchange policy if there is a problem.
(Edited)
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Adam Boss

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I went through Amazon because I was researching EGO, and wanted to buy the metal deck lawnmower that they didn't stock at HD, so I seen it on Amazon and just decided to order it when I found the 1 I wanted. Had no idea that I wouldn't have some kind of warranty or anything through EGO or Amazon.
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szwoopp, Champion

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Terrible that Amazon does not make it clear who you are buying from and what warranties apply or don't apply.
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(a)Typical Engineer

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szwoopp, that is not a true statement.  When you buy from a 3rd party on Amazon, you know exactly who the seller is, you can also review their feedback, as well as contact them for warranty clarification (prior to buying).



(Edited)
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szwoopp, Champion

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Thanks for setting me straight aTE.
I was part dead wrong and part poorly worded.  In either case you made it clear and accurate. 
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Blue Angel, Champion

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While that is true, Amazon is being used for the transaction which may lead customers to believe the warranty is valid.

Since Amazon IS an Ego Authorized Retailer they are well aware of Ego’s warranty policy and should be notifying customers who buy Ego products from 3rd party sellers through their website that the warranty is not valid.

Of course this would cost Amazon in lost sales, so I think we can see the motivation to keep putting this on the customers...
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Blue Angel, Champion

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This Amazon warranty deal is terrible. Ego can't be the only company who has this issue, I'm sure Amazon is well aware this is happening but just haven't felt it necessary to do anything about it, even though fixing the problem would only take minimal effort on their part.
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(a)Typical Engineer

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Summary: "Just the facts ma'am..."

I don't think we have all the facts; in this scenario Adam appears to have purchased from a 3rd party seller.

Generalized statement such as these are misleading, and don't really help the situation.  What situation is Amazon well aware of?  Why do you believe Amazon has chosen not to do anything?  What is the minimal effort action Amazon could take?  Is this based on a past personal experience?

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Blue Angel, Champion

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When Amazon gets customers calling them complaining that Ego’s warranty is not valid when purchased through 3rd party sellers (happened a lot) they are then aware of the issue.
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(a)Typical Engineer

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Amazon sells thousands of products, and each manufacturer has a different warranty policy.  If you read the A-to-Z guarantee, which applies to 3rd party sellers, they make it pretty easy for the buyer to obtain protection from less than stellar sellers and manufacturers.  If the customer is not satisfied with the product, because of the lack of warranty coverage, then return the item.

Ego has a significant part to play in this issue too.  The dealer index is very difficult to use; and just about impossible to verify a seller other than Home Depot and Grainger.  To make the dealer index more useful, there needs to be a search function where a customer can type in a company name, and it confirms whether or not they are.   There used to be a list, it appears to have been replaced by the current map/search (if anyone knows where the list is, please post it).

Ego could also post about the very issue you are complaining about on their website, in the warranty section: "Ego products purchased through Amazon 3rd party sellers, may or may not be covered under warranty.  Refer to the dealer index to verify the 3rd party seller is an authorized Ego dealer".  But then we're back to the lack of a simple list.
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Blue Angel, Champion

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All very true, and no I was not aware that the retailer list had been completely replaced by the map search function. That seems counter productive...
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(a)Typical Engineer

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Completely agree, Ego needs to make authorized seller verification a much simpler process.
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Dave .

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Since EGO reaps the benefits of ALL SALES of it's products, they should be more proactive in providing a CURRENT list of authorized sellers.  If they cant do that, they need to honor the warranty regardless of who is selling new EGO products at retail. 
It's not like the products are coming from non-authorized dealers with a giant red label on the box that says "NO WARRANTY".
(Edited)
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szwoopp, Champion

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Is that Egos fault or the retailers.  If the retailer was being honest wouldn't they  put a NO WARRANTY label on the box or their amazon listing.
If you are buying the product directly from Ego then I would think you are an authorized reseller.
If you are not authorized then where are you getting the product from - stolen, refurbished, HD container auction.
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(a)Typical Engineer

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Recommend you read up on the Amazon A-to-Z guarantee:

https://www.amazon.com/gp/help/customer/display.html?nodeId=541260


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(a)Typical Engineer

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Adam, if I were in your situation, I would return the mower to the 3rd party seller via the A-to-Z protection, and then re-buy it from an authorized Ego dealer.

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Blue Angel, Champion

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Good info on the A2Z policies. Hopefully something there can help Adam out!
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Jacob, Champion

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Yeah nice posts ATE. Hopefully Adam can get this resolved.
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Amazon is flat brutal with their sellers, they HAVE to honor the A-Z guarantee whether the seller likes it or not, and in my experience Amazon makes it very easy to use it.

Just return it, and start by right away filing the A-Z claim.  Get this part, if Amazon decides on an A-Z claim, you don't even have to return the product.  I know this from personal experience.  A case of late delivery, over an item I had already re-bought, I got a full refund, and later sold the product they told me I didn't have to return.  (It was a hoverboard shipped from China - this was 2 years ago).

Amazon is really the most customer-centric company I've ever encountered.  Get them on the phone and be surprised, they bend over backward, even more so when it's no skin off their own asses.  Read the forums and you'll find many sellers hate them for this policy.

You can return something because it's a rainy day.  AND, they've recently gotten even more tough on their sellers forcing them to adhere to unreasonable standards.  That's the price their 3rd party sellers pay for using Amazon's marketplace.

Within the last 9 months, I bought an adjustable bed that was shipped by truck (heavy item).  2 weeks later they had the same item for $200 less.  I asked them to just give me the cheaper price - but they couldn't.  Shipping cost $250 (was included in the price.)  Amazon had me return the first item, shipped me a new one.  I simply put the return label on the 2nd one (with Amazon's knowledge) and sent it back.  They spent $750 on freight for a $550 purchase.

Crazy but true.  They blow my mind with how easy they are with returns.  Even outside the "return window".

I once returned an internet modem I'd had for over 2 years, for full refund, when I found out it wasn't as represented.

Return it, they'll not even charge you for freight.  They make the seller eat that as well.

Here's just one of many discussions on Amazon seller forums

https://sellercentral.amazon.com/forums/thread.jspa?threadID=360891

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(a)Typical Engineer

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That is a very comprehensive post, pretty sure Adam should be able to return the mower under the A-to-Z guarantee.

That would possibly explain why the 3rd party seller's prices are 10-20% higher than home depot and amazon, they have to factor in what happens if a customer decides to return the item, and then the would possibly end up eating two way shipping costs.
(Edited)
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Blue Angel, Champion

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Sounds a lot like eBay. I got screwed by a buyer who made up a story, claiming something I sold to them wasn’t working properly. Long story short, their “investigation” found that I didn’t offer the customer enough of a chance to explain the problem before telling them I wasn’t prepared to offer a refund.

Sure enough, after paying for return shipping from across the country, I get the stuff back and it works just fine. I reported this to eBay and they simply don’t care. As the seller I’m guilty as charged, and I will never bother selling anything on eBay again.

In Adam’s case I’m all for protecting the buyer, since the seller makes no mention of the “brand new” product having no warranty.

Go getem, Adam! If enough of these 3rd party resellers get screwed over on their sales, maybe they’ll stop selling Ego products altogether.
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bloomz

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I understand both Amazon and Ebay backing the customer over the merchants.  They'd rather lose a seller than a customer.

Wondering what the seller told Adam.  Somebody will make this right, I'd just about bet on it.,  Likely Amazon at the seller's expense.

But by the way, I just checked Amazon, and you can buy an (apparently) 3rd party warranty with it from Amazon sellers.

So I'm thinking this is also largely a case of caveat emptor or perhaps lack of due diligence?

(Edited)
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Blue Angel, Champion

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I definitely get the need to protect the customer. Too bad in my case the customer took advantage of the system...
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Even tho I don't "get" Ego's policy on 3rd party sellers, I don't see how this is their fault.  And it could behoove them to help a person stuck in that situation to find a repair shop.  Just in the name of reputation management for the brand?
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szwoopp, Champion

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On the other hand if you are not an authorized re-seller then where are you getting the equipment from. Stolen, refurbished, warranty returns ? 
It would seem Ego or any other manufacturer would want to discourage purchasing from 3rd party sellers in the name of quality control.
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Blue Angel, Champion

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My thoughts exactly.
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Dave .

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I see you don't understand how a company can be a non-authorized seller of a particular brand of product.  It doesn't mean that the items are "stolen, refurbished, or warranty returns".  sigh.  so much misinformation.
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szwoopp, Champion

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It is not misinformation - it is my opinion and understanding of the situation.  If a company agrees to sell you their product in order to resell how are you not an authorized reseller.

I am happy to learn new things.  Enlighten me.
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Dave .

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LOL!  Let the EGO reps clue you in.
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(a)Typical Engineer

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Unless Ego officially explains how non-authorized re-sellers are getting their products, as well as the condition under which they are getting them from, then really everything is just speculation and opinion.

Given that Home Depot is the largest seller of Ego products, and their "no-questions-asked" return policy, it's not too far fetched to conclude someone is somehow getting the HD returns and attempting to re-sell them.

What could clarify this situation is to understand how Home Depot processes returns with the manufacturer.  When I returned some Milwaukee Tools (because they had just released the next generation version), I asked the in-store Milwaukee representative what happens to it; she said one of two things, 1) if it's in condition that is sufficient to resell, they will put it back on the sales floor in the clearance section at a discount (seen Dewalt and other brands too), or 2) they send it back to Milwaukee for inspection and likely factory refurbishment.  In case 1), Milwaukee doesn't loose out because HD is taking a small hit on their mark-up; and in case 2) probably both HD and Milwaukee take a small hit, HD on the return shipping, and Milwaukee on having to re-process it.
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szwoopp, Champion

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There was a post on this board by a guy who bought a truck full at a HD auction.  He had varying quality from apparently new in the box to parts that he was looking to sell.  So it is certainly possible. 

Unfortunately Dave does not have time for educating me so I will remain in the dark on the secrets of retail.
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I bought my EGO string trimmer and my blower from a reseller named Karen's Barn on ebay.  She clearly states that

NEW customers PLEASE READ what/how I sell: 

The items I sell range in condition from shelf pulls to store returns. Some boxes may be damaged and/or missing paperwork. I test the items I sell for power only. I do not test the items for full functionality. If the item has a plug, most of the time it is tested for basic function and labeled "tested and works." I do offer a 14 day no hassle return policy (see below). Please don't purchase with the intentions of receiving a brand new item and our transaction will be very smooth. If you are not sure if something is included in the auction please ask, please don't assume it is or isn't. I do my best to describe what I see accurately but I may miss something (I am only human). If you receive your item and it is not as described, we can do a fast return and move forward.

-------------------------------------

She has a gaggle of stuff, lots of Ryobi and Ego and Dewalt on and on.....

So HD (and others?) have to do something with all those returns.

My Ego stuff I bought from her was in great shape, except the boxes.  She has another site not thru ebay, and I'm sure she's not the only one reselling items like this, some brand new.  I wouldn't be surprised if she's an Amazon seller also.

But again, due diligence is required. 

Unless it's intentionally deceptive -  That's up to the buyer.

But Amazon will make them dance to remain an Amazon seller.

Anyone notice the price on that image of the 3rd party warranty I posted?  

$429+79 shipping for a "Brand New" 21" Self Propelled.  That's cheaper than HD.

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(a)Typical Engineer

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In that case, instead of being a $1200 paper weight, it will only be a $508 paper weight... =)
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bloomz

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I just read more about Amazons new return policy for 3rd party vendors.  I see how it applies in this very case we're discussing.

As of October 2, You don't even need the vendors permission to return something, no discussion, just go print the return label and send it back.

And, it actually makes sense, even from a seller's perspective.  (Tho sellers are still grumbling about it)  But.....

How to get more business?  Make customers feel assured.

I'm thinking, unless there's something we don't know about this, it's not a paperweight or an anchor, it's a big nothing burger.

Read the comments at the bottom of this if you're so inclined:

http://www.retailwire.com/discussion/will-amazons-new-return-policy-help-or-hurt-its-marketplace-sel...

(Edited)
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szwoopp, Champion

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"Anyone notice the price on that image of the 3rd party warranty I posted?  

$429+79 shipping for a "Brand New" 21" Self Propelled.  That's cheaper than HD."


Wait, so your telling me I can't buy something for less than retail AND expect full warranty coverage from the manufacturer ??   Whaaat ??


Great post bloomz

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Blue Angel, Champion

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I’m not 100% sure, but I think it may have been Karen’s Barn that sold me my Ego hedge trimmer. It had been used but was in great shape, just as described.
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bloomz

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I made a mistake on that price above - I realized it's mower only no battery or charger.  So not so cheap after all.  Sorry for misinformation.
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Jacob, Champion

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Karen's barn has lots of goodies. I got 2 of my mower I built reels from her. 40.00 each vs 200 retail.

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