Warranty on EGO product purchased out of country?

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I recently purchased EGO's HTA2000 hedge trimmer extension from an outfit in the UK, although I am actually located in the US of A.  Not because I particularly wanted to have to go out of country to get it, but because I HAD to in order to get what I wanted from EGO.  They appeared to be completely uninterested in helping me get one directly here in the USA when I asked them about it.  And curiously enough appear to be satisfied with the arrangement of Home Depot pulling their strings about what EGO products can and cannot be sold here in the USA.

I approached literally dozens of places in the UK who sell this item to try to get them to agree to sell one to me and ship it to my address before FINALLY finding one who would help me out.  And even then, I had to go back for a second pass with the company that did offer me to help basically begging them to help me out.  Yeah, I know, kind of silly for just a lawn tool like this. But I wanted what I wanted.  And could not come up with a single solitary reason why I SHOULDN'T be able to get one.

Of course this item isn't even listed as an option on the screen provided to register EGO products, and although this is a strictly mechanical attachment to the Power Head system, and I am not really expecting much in the way of problems with it, heck, you just never know.  It got to me in good shape, and I've burned through a couple of batteries using it already, without any apparent infant mortality issues popping up.

So what is EGO's stance on standing behind a customer like me who went through extraordinary lengths to buy one of their products IF it comes to pass that I do have a failure with this item?  Stand behind me and help me out?  Or just kick me to the curb for having the audacity to want something they sell bad enough to GET one, regardless of their difficult to understand but obvious aversion to selling to us poor (apparently) third world country Americans?

And if the later is the case, would I be able to get replacement parts so I could at least take a stab at repairing it myself?

Just curious, about where I stand, you understand.  The answer, no matter what it would be, wouldn't have stopped me from getting what I wanted.
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Rich Z

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Posted 1 year ago

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Blue Angel, Champion

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That's awesome you were able to get it, Rich!

As far as warranty coverage goes, I'll take a guess that the people in Customer Service would absolutely love to help you out if you were to have an issue. But I'll also guess that from an administrative point of view there might be little they are "set up" to do. It would all depend on whether their system allowed them to register the tool and/or actually order parts or a replacement.

BTW, what do you think of it? I'm super jealous! I just trimmed our willow tree last week with the regular hedge trimmer, and every time I do I'm standing precariously with one foot on the deck railing, the other on the fence, trying to lean in far enough to get the branches in the middle on top without falling right into the darn tree!
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Rich Z

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I'll do a review comparing it with the Stihl unit I tested a little while ago, but all in due time.
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Rick Fortson

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Hurray!! Glad you were able to get it shipped.

I would dearly love to get ahold of one of these. My son occasionally goes to London — I am going to try and get him to pick one up.

I did follow the link you posted awhile back but was unable to find someone to ship it. I have one for my now defunct gas power head and it was very handy.
(Edited)
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szwoopp, Champion

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It is great you got the tool you wanted.  I hope it works out well for you.
I would imagine Ego would be happy to sell it in the US, but it is a matter of getting it approved and passing US safety standards before they can sell it in the US market.   So, I would guess that Ego USA would likely only be able to help you out until they can't as it is not a product approved for sale in the US.

Hopefully it is approved and on the US market Spring 2018.  That may help you with any warranty issues as well as all the others hoping to get their hands on one.
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Rich Z

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Not sure what sort of US safety standards would apply that would keep this device off of the USA market.  I recently tried out a similar product by Stihl that is not much different concerning the cutting part of the device, than the EGO extended hedge trimmer is.  Both could easily lop off a finger if you aren't careful.  And I wouldn't want to use it as a brush cutter while wearing sandals.  In order to rubber baby buggy bumper that device such that someone could not cut off their finger as hard as they would try to do so, would pretty much make the hedge trimmer useless for it's intended use. It would be like passing safety laws such that chainsaws could only have rubber teeth on the chain. But yeah, dumber things have happened.  :/
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Ken, Champion

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Stihl's trimmer has already gone through all the safety tests and so forth. Ego's has not. I know this has held up Ego bringing things to the U.S. in the past. I can tell you that places like UL can take their sweet time testing new products.
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Beth Walsh

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My guess is you are not covered by a warranty since the product was not purchased through an approved vendor. . Options would be to rent a mailbox in the UK, then send it back to that address and ask the shop owner to put the return label on from there. The unit would then be serviced in the UK, returned to that address, then have the shop keeper forward back to you.

Since it is not sold here the problem would likely be no contracted warranty repair or parts here in the US.

Just my 2 cents...perhaps Amber could weigh in?

I for one hope to see the company support a broader array of products here in the US. I also want more products on the shelves, be it Home Depot or elsewhere. I think the lack of shelf space is hurting the company. Perhaps the company is supplying all it can for the moment and faster growth isn't feasible at this time.
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Rich Z

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"Useless" and "silly"?  If you say so, bub.

Well I guess I am just not a fanboy like some people.  I am merely looking at the black and white evidence of what reality is presenting to me, and using my brain to interpret those facts.  And once developing an opinion, I am not shy about expressing it publicly, regardless of who happens to like that opinion.   You don't like it?  Get over it.

You act like you have never seen a company make stupid decisions before. Well, maybe you haven't.  You could just be a 12 year old living in your mom's basement, still believing in the Easter bunny for all I know.  Personally any company that would allow a third party seller to absolutely control the marketing of any part of their product availability to a market willing to purchase them is just acting in a nonsensical and, dare I say it, STUPID fashion.  So stated as my opinion, no matter how "useless" and "silly" someone else might think of such opinions.
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szwoopp, Champion

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Rich
We agree that we both want to see the Hedge trimmer attachment and all Ego products available in our local market.
We disagree on the best way to move forward on getting that to happen as quickly as possible.
I certainly do not think Ego or any other company is infallible, but I generally do not jump to a conclusion of incompetence or bad intentions without some history or other facts to back it up.
But, to each his own.  Not telling you what to do Rich.  Just stating my honest opinion as you are certainly welcome to do as well.
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Beth Walsh

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Rich, I agree my proposal would be expensive...and likely not feasible. The post is my hypothetical scenario and has no basis in fact or Inside knowledge. Personally, if I purchased anything from Europe or other parts of the world I would expect the risk to be mine without warranty unless the manufacturer stated a warranty was in place. I am glad to hear it is working well so far.
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Ken, Champion

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Rich, just because you don't have all the information doesn't mean the decisions are "arbitrary." 

I have friends who work in industries that have to deal with manufacturing as well as product distribution. Every country has product safety standards that manufacturers have to meet, and testing (usually by UL here) and approval can take months. Then you have to have retailers willing to add yet another product to their finite shelf space, either in stores or in warehouses.

It never comes down to "Hey, some guy on the internet is throwing a hissy fit until he gets what he wants. Should we send it to him?"

All indications are that the hedge trimmer attachment is probably coming to the U.S. in a few months. Ego's pattern has been to announce new tools around February.

It's great that you were able to get a vendor to ship it to the U.S. early, but if you have a problem with it no one in the U.S. is going to have replacement units or even parts until it's available here. Good luck with that.
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Rich Z

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Well there is another way at looking at it. Sometimes when a hinge is squeaking, all the other hinges get oiled too.  But until that one hinge starts squeaking, there is a good chance that none of them will get the oil.

Sorry, but I'm just not shy at all about squeaking if the need appears to be there.  Maybe some of you are complacent about just waiting, thinking complaints will be fruitless.  But it has been my experience that many companies have too many management levels between the customer and the decision makers.  So you need to squeak loudly to get their attention.

If a company ignores the squeaking and goes belly up as a result, then whose fault is that?  Mine for trying to get their attention, or them for ignoring the squeaking?

Personally, regardless of how good the products are from EGO, I can see severe problems looming for them if they don't start breaking out the oil where it is needed.

Competitors with LOTS of oil probably ARE paying attention right now.