Warranty repair experience in Canada - front axle broken

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After two years of using my LM2101 mower (working perfectly otherwise), I had a problem a few days ago which is very similar to this one:

https://community.egopowerplus.com/ego/topics/front-wheels-came-loose-from-deck-height-adjuster

basically the front wheels just dug down to the ground; looked at axle - it was disconnected from the height adjuster. Front wheels not holding at the set height, always going down. 

So, called EGO customer support; after ~20 minutes on hold I was given an address of an authorized dealer here in Toronto. Brought the mower - that was exactly 2 weeks ago. It took them a few days to identify the problem and then they ordered the part. They called the vendor today and it turns out the part will take another TWO WEEKS to arrive! Overall repair is expected to take 4 weeks, most of it just waiting for part. I'm getting stuff from Amazon in 1-2 days; why it takes 3 weeks to ship that stuff to Toronto?

So, in the middle of grass growing season, I'm 4 weeks without a lawnmower...

Wondering what the standard repair times are and if I could get another mower temporarily to use...
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Pavel

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Posted 3 months ago

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Oregon Mike, Champion

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I know their agreed upon timeframe with Home Depot is 4-6 weeks for repair and I've read on here it's taking more like 6-8 weeks so you aren't far off. That shipping for a part is unacceptable, especially these days. 
EGO really needs to start  making repair parts available to the mass market. Set this up on the EGO site with a marketplace. Maybe some of these repair places can start stocking parts.EGO already has the marketplace in place to order some accessories for the tools so adding repair/replacement parts seems to make sense. As these tools start to fall out of warranty more and more people are going to want to repair their own tools.


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Pavel

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Yeah that makes sense. This is not Home Depot but independent shop which services lawnmowers and other garden equipment. No issues on their side; they are ready to fix the same day but why a part would ship for over 3 weeks?? Through Quebec for some reason.
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GlenW

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Hi Pavel,

Would you mind providing the name and info for the Toronto repair dealer they gave you?   Thanks very much!

Glen
Toronto

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GlenW

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Thanks very much Pavel ...
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Pavel

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OK So exactly one month after dropping it off for repairs, my EGO lawn mower is finally fixed and operational!

99% of time was spent on waiting for parts to arrive. Repair itself took half a day. Every week the answer from the shop was "waiting for parts to arrive; will be here next week".

I understand things break but this is really a long time to repair. EGO should make their parts available quickly. You get a 5 year warranty but the value of it is questionable as while your lawn mower is repaired, you are on your own to figure out how to move your lawn.

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