Wow...really EGO? Denying a valid warranty claim for a blown battery...last product I'll ever buy.

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Called customer service onlny to have our 3 year warrantied battery repair/claim denied . TOTALLY UNACCEPTABLE! Battery no longer holds a charge...which 99% of the time is caused by a blown cell or electronic failure in the SEALED battery. New battery, lasted less than a year, and told to go pay $150 fr a new battery. YEAH RIGHT!
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Jeff Lever

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  • pissed off.

Posted 2 years ago

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Jeff Lever

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Wow...totally different from my experience w/ ego custom service. Bought a battery and mower on ebay a couple months ago because we're 20 miles from any home depot and had it delivered. Less than a year after buying the battery separate, it fails - the same battery some eGo stooge was touting had a 40 year shelf life, refrigeration system, and THREE YEAR WARRANTY. Too bad they didn't include the fine print. Even though there's zero doubt this is a 100% authetic ego battery, the receipt 100% authentic, and able to be verified by my CC records....eGo denies my warranty claim though the battery won't charge and constantly shows low voltage. That almost always indicates a bad cell - A MANUFACTURING DEFECT...nothing to do w/ user abuse. The 50v voltmeter reading in the image is after DAYS of being on the charger.



Even though the battery was bought NEW through ebay, eGo customer service told us on the phone...no replacement battery. The excuse was something about people taking advantage of the warranty system and having eGo replace dead batteries. THAT IS NOT THE CUSTOMER'S PROBLEM...EACH BATTERY HAS A SERIAL NUMBER ON IT. A catalog system that monitors warranty claims would be VERY easy to implement. Oh look....a serial number than can be used to verify the battery's origin...imagine that....



There is ZERO excuse for screwing over the customer like this. If you think I'm going to go out and buy a $130 replacement battery + tax + shipping - or buy any other eGo product for that matter as suggested by the customer service rep...you're delusional! Hmmmmm...I wonder what Kobalt would do if one of their batteries failed...or dewalt...or hitachi....or black and decker. I know for a fact I'd never have issues like this.

An eletronics company that won't stand behind its products is absolutely worthless. Every review I will leave eGo anytime I come across an eGo product will be reflective of this experience. TOTALLY UNACCEPTABLE!
(Edited)
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(a)Typical Engineer

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If the seller on eBay made the statement that the battery was covered under warranty, then that is a false statement.
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Ken, Champion

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Ego stands behind its products quite well, when they're bought new from authorized dealers.

When they're bought from dodgy resellers they have no idea whether the battery was really new, already returned by a customer for some reason, or whether it's been abused, stored under poor conditions, stolen or whatever.

You tried to get a deal by buying a battery cheap on eBay. You found out the shortcomings of taking such a risk.
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Blue Angel, Champion

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Jeff, what was the reason they gave for denying your warranty claim?
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Jeff Lever

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Some nonsense about buying it from eBay instead of home depot....even though it was brand new!
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szwoopp, Champion

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More like common sense than nonsense.
It stinks your battery died, but come on.  When you buy on ebay, you are generally  taking a chance in exchange for a reduced price. (unless someone is an authorized dealer and states the full warranty applies to the purchase)
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Blue Angel, Champion

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Who was the seller on EBay?  Are they listed in Ego's Authorized Retailer list?
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Jeff Lever

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Some seller named 'StoreHouseAuctions'. I assume StoreHouseAuctions is an authorized reseller because they have almost 10,000 reviews and it looks like all they sell a ton of batteries. Frankly, it shouldn't matter whether they're an authorized reseller or not. It says a lot about a company when they try to hide behind some 'technicality' like this 'authorized reseller' hogwash. It's not like tracking serial numbers is hard, and if the company is too inept to track purchase dates, warranty length, and serial numbers with today's technology, they have no business offering a 3 year guarantee in the first place, and I would have gladly purchased a competitor's product.

Being told to purchase a replacement battery for close to $150 is some of the WORST customer service I've ever received. It was like being interrogated and the CSR probing for any reason not to replace one of the smallest batteries EGO offers. 'Oh ebay...blah blah blah...we don't cover those repairs'. We were treated like crooks, and all I was trying to do was get a replacement so my lawn isn't the eyesore of the neighborhood anymore. 

The irritating thing is I've actually HELPED ego sell products....bragging about my ego in lowes reviews of competitor products. Guess it's time to go update those reviews and let people know how well ego really values its customers.
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(a)Typical Engineer

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Can you provide details of how the battery is not performing?  You said it's not holding a change.  What happens when you place it on the charger?  Did you get any use out of it, or was it dead on arrival from the seller?  If you did use it, then how long for?
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Ken, Champion

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Really? You "assume" an eBay seller called StoreHouseAuctions is an authorized dealer? You can't be that naive. You might as well have bought the battery out of the trunk of some guy's car.

You went cheap and bought an unwarrantied battery from some closeout dealer on Fleabay (a reseller who hasn't been active in more than a year now). Be happy the battery lasted as long as it did.

I can't think of a single company that warranties products bought from resellers on eBay.

Your only real recourse is if you can prove to eBay that this long-gone seller told you the battery was warrantied, then file a dispute with eBay for misrepresentation.
(Edited)
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Michael G

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Not saying it's not new but that battery does not look like any of the ones I got with tools this season. Colors are different and S/N plate is in a different location. Knockoff?

I would never expect a company to honor warranty to an unauthorized supplier.
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Blue Angel, Champion

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The newer batteries have the serial number on the outside as you describe, the older ones have it inside as shown.
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Amber F., Official EGO Rep

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Official Response
We’re sorry you’ve had an unpleasant experience, Jeff. Our warranty applies only to the original purchaser from an authorized EGO retailer and may not be transferred. Unfortunately, as we cannot guarantee the quality if we do not know the source, purchasing our equipment from an unauthorized dealer voids the warranty. We apologize for any misunderstanding and hope you’ll give EGO Power+ another chance in the future. 

Our warranty policy can be found here for future reference:  http://egopowerplus.com/pages/warranty-policy



We appreciate everyone taking the time to share their comments on this. That being said, as this discussion has run its course, we are now closing the topic. Thanks again for the great feedback! 

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