What is current state of repair service by Home Depot?

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Home Depot's poor service reputation on this forum is making me think twice about purchasing EGO products.  I WAS going to buy a chainsaw and a string trimmer, but after reading numerous stories of repairs taking 8 wk and longer, I'm having second thoughts.  Has Home Depot's service improved any?  What about Grainger's?  They are listed as an authorized dealer also.
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Alice Simpson

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Posted 3 years ago

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Blue Angel, Champion

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Alice, I can understand your concerns, especially after spending some time reading through some of the posts here.

You must also consider that Ego will usually step in and do the right thing for their customers when these Home Depot horror stories come to light. They really do have an excellent Customer Service model. Pair that with the overall quality of their product and the tiny likelihood that you'll actually have an issue, and I'd say there's little to hold you back.

Remember, far more people are vocal about problems than successes, and these forums are a sounding board for those who are having issues. If you look at the reviews on Home Depot's website you'll see an amazing trend; that Ego's products are almost universally rated at well over 4 stars. That's pretty much unheard of.
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Alice Simpson

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You make an excellent point, Blue Angel.  I knew the EGO reviews were excellent. I'm glad to hear EGO customer service is also good.  I also discovered the saws are much more expensive at Grainger's than at Home Depot.
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Alice Simpson

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Incidentally, what is a "Champion" and how do you become a "Champion?"
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Blue Angel, Champion

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Champions are nominated after spending time fostering constructive discussions and helping others with issues. Jennifer Vandewater nominates Champions after observing their contributions over time.
(Edited)
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Jacob

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Constructive? How did I get nominated? Lol
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Blue Angel, Champion

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Constructing your string trimmer powered tiller maybe? :-)
Hi @Blue Angel.   I realize you are big proponent but stating they have excellent customer service when they still cannot fix the warranty and repair issues through Home depot after years is really not accurate.    Also 4 stars is not unheard of.   I owned a Honda Lawn mower.   EVERY Honda Lawn mower on the Home Depot website is ranked more than 4 stars.     Nothing wrong with being passionate about products you love.   However you really need to put some caveats around your statements.    It would be more honest to say.  Yes there are some issues with warranty service and returns and they are working to fix those.  It is however a good product and has a good rating by most.
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Dave .

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Well said, Jacob, well said!  I'd have no problem swapping out a part were it made to be "user replaceable".   That's a far better way of dealing with failures then for me to SCHLEPP the mower back to the nearest HD rental departments, having them keep it for MONTHS, and then me having to go BACK to HD again some months later to pick it up, hoping it's fixed properly.   ON TOP OF ALL THAT, I'd also have to purchase an interim mower which I'd have to return for refund, once I got  my original mower back.     DOESN'T THAT SOUND LIKE A LOAD OF CRAP, for us consumers to have to put up with??
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Blue Angel, Champion

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This approach makes a lot of sense. Since the modules themselves can't be repaired, just make them user swappable. For each module have an instruction page on the Ego website. Done.

If the user is uncomfortable with performing the repair THEN they can take it to HD, who then bill Ego a fee to cover the tech's time.

A #2 Phillips screwdriver and a pair of pliers are about the only tools needed. Not exactly rocket surgery. :-)
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Ken, Champion

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I think the only real problem with that scenario is accurately diagnosing what the problem is. Some are obvious, some aren't.
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Jacob

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I get it. But the cost savings would be so high it wouldn't matter really. Cuz the cores get recertified. And fixed. And ready for the next ego nut.
Shipping charges are more than a motor costs ego. Across the board probably.
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jared Richmond

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Im not speaking ill of Jorge, guy was just matter of fact about the turdery of the repair time frame. It's not him, it's EGO. EGO isn't granting folks like Jorge, any tools to ameliorate the EXTREME time delay on repair work. 'Reduce Costs, and increase revenue'

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