Terrible Customer Service

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  • Updated 4 months ago
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Because my battery/charger has failed in less than one year, I decided to call customer service for help. After waiting on the line for 30+ minutes, I decided to press 1 for a callback.  They called back an hour later, but no one was there. The line was silent and I lost my place in line. Calling again the next day, they again do not answer the phone. This is very irritating because there is no way to handle this issue online, and I need to contact customer support. unfortunately, It seems like customer service doesn't actually exist, and I am stuck waiting on hold for hours because their callback system doesn't work. After this experience, I am highly unlikely to purchase an ego product again, and will most likely throw away their tools and buy from a different brand. Not only do they make products that last less than a year when used as instructed per the manual, they also seem to avoid making good on their warranty products by simply not answering the phone or returning the calls.
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frustrated

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  • frustrated

Posted 4 months ago

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Bryan

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I haven't had to call customer service yet. It seems to be mixed results for people...sometimes it's a really quick process and other times people have a similar experience struggling to reach support like you. Personally, I'd like to see EGO provide as an option customer support via online chat. It has the advantage of being "live" with a real person and the ability to communicate (via text and uploaded images) with more precision than verbal communication. With other companies that offer chat, I found it's the most efficient use of my time (and theirs) than the phone or email.  
(Edited)
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SCDC, Champion

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Hi "frustrated"

https://egopowerplus.com/pages/contact-us

Go there and create a case.  It may be the best way for you.  I wouldn't waste so much time with the phones.  This is getting into their busiest time of the year and the wait times can get a bit prolonged.
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frustrated

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Thanks for the response. Unsurprisingly, the create case button doesn't work.
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SCDC, Champion

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It does work, check your browser for any pop up blockers, or try another browser.

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frustrated

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It must have been the pop-up blocker, thanks for your help!
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Nicholas Hillman

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How about The Facebook page for Ego. They post regularly
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Ken, Champion

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It also helps if you call earlier in the day before they get busy. I’ve never had to wait more than 10 minutes on hold, and that was late morning.

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