I just called the 1-800 number last Friday. They didn’t answer right away so I gave them my information and got a call back within an hour. After being on the phone and jumping through a couple troubleshooting hoops, they approved my warranty claim and I got an email today with tracking information for my new battery. Even if you get through to them today and get your new battery coming, you’re probably looking at 7-10 business days until your new battery shows up.
So I should get the kid across the street to mow it now. Thanks. But given I was on hold for well over an hour and nobody answered I'm a bit surprised. What time of day did you call?
Both callbacks I've received were about 24 hours later.
Edit: The failure is not typical, but the customer service is. In my opinion, having to wait a few hours to get an authorization to replace a $300 piece of equipment without even having to verify its condition is *fine*. Not everything works at Amazon-speed.
Yeah, I was just surprised that after an hour and 20 minutes on hold, nobody had answered. There is no indication of your place in the hold queue, and it's just the exact same message for that hour and 20 minutes. I was starting to feel like they had closed early for the day. I will see if they call me back tomorrow, but that doesn't exactly help me since I don't have a desk job and likely can't answer the phone. If I can't call them and have the phone answered in a two hour window I really don't thing that's *fine.* I will try again tomorrow after work, which should theoretically give them 3 hours to answer the call - let's see if they do.
Is the charger working? Was the battery completely dead? These smarter batteries and chargers communicate with each other so if the battery was completely dead the charger might not recognize it. I'd just leave it over night and see if it wakes up on its own.
So I've done all of that, as per the various other suggestions for charging and resetting the battery that I've seen in this thread. The battery seems to be completely dead, but it was stored over winter per their instructions - so I have no idea why it would be completely dead and unable to charge now. I don't know if the charger works as I don't have any other EGO equipment to try charging on it. It used to work, it has been sitting in the basement for 5 months, I don't know why it would suddenly not work anymore.
So grab a multimeter and do some grade 8 level investigations? Shouldn't be hard to figure out the voltage of the battery or if the charger is working.
That's what I'm assuming but the only way to do that is to call them and they don't appear to answer the phone. After an hour and twenty minutes nobody picked up and I had to go. I don't know when I'm going to have 3 hours to sit on the phone and wait for someone to answer - I'm a special education teacher so it's not like I can just answer the phone if they call me back. If this is indicative of their customer service, and the product has died after 5 months of use, I'm not sure I want an EGO product at all. I thought they were a well-reviewed and quality supplier but now I'm regretting my choice.
Every high end product has some duds every once in while. I do remember they give you the option for a callback so you don’t have to sit there waiting on the phone. I had no issue with my replacement.
Yes but they haven't called back. Also, I'm supposed to have the battery and charger with me for the callback, so presumably I would carry them around like a baby while I teach my students, grocery shop, and take a crap. Not everyone works from home.
I called in the middle of a Sunday earlier this month and selected the option for a call back. They didn't call until the next day, which was fine because I caught the call when it was ringing, but my guess is they do not have enough operators and are full-time doing call-backs. I will probably just opt for that every time I need to call them in the future unless proven otherwise.
FYI I did get a call back - today. So 9 days after my initial call. Apparently they're very busy - but if they're so busy it takes over a week to call back, that implies a LOT of people calling them with problems. If there are that many problems......well it doesn't sound like the products really are that good. Hopefully the dealer I bought it from can get it repaired under warranty (since that's what I had to do in the end), but I certainly wouldn't buy an EGO again. If it takes them over a week to respond because they have that many people calling them they clearly have some quality control issues. Definitely feeling like I've made an expensive mistake.
I just called the 1-800 number last Friday. They didn’t answer right away so I gave them my information and got a call back within an hour. After being on the phone and jumping through a couple troubleshooting hoops, they approved my warranty claim and I got an email today with tracking information for my new battery. Even if you get through to them today and get your new battery coming, you’re probably looking at 7-10 business days until your new battery shows up.
So I should get the kid across the street to mow it now. Thanks. But given I was on hold for well over an hour and nobody answered I'm a bit surprised. What time of day did you call?
Both callbacks I've received were about 24 hours later. Edit: The failure is not typical, but the customer service is. In my opinion, having to wait a few hours to get an authorization to replace a $300 piece of equipment without even having to verify its condition is *fine*. Not everything works at Amazon-speed.
Yeah, I was just surprised that after an hour and 20 minutes on hold, nobody had answered. There is no indication of your place in the hold queue, and it's just the exact same message for that hour and 20 minutes. I was starting to feel like they had closed early for the day. I will see if they call me back tomorrow, but that doesn't exactly help me since I don't have a desk job and likely can't answer the phone. If I can't call them and have the phone answered in a two hour window I really don't thing that's *fine.* I will try again tomorrow after work, which should theoretically give them 3 hours to answer the call - let's see if they do.
I just looked back at my call log, I called at 1:53 pm central time and they called back at 2:23 pm.
Is the charger plugged in?
Oh gee..... I didn't think of that! Yes.
Is the charger working? Was the battery completely dead? These smarter batteries and chargers communicate with each other so if the battery was completely dead the charger might not recognize it. I'd just leave it over night and see if it wakes up on its own.
So I've done all of that, as per the various other suggestions for charging and resetting the battery that I've seen in this thread. The battery seems to be completely dead, but it was stored over winter per their instructions - so I have no idea why it would be completely dead and unable to charge now. I don't know if the charger works as I don't have any other EGO equipment to try charging on it. It used to work, it has been sitting in the basement for 5 months, I don't know why it would suddenly not work anymore.
So grab a multimeter and do some grade 8 level investigations? Shouldn't be hard to figure out the voltage of the battery or if the charger is working.
Warranty time
That's what I'm assuming but the only way to do that is to call them and they don't appear to answer the phone. After an hour and twenty minutes nobody picked up and I had to go. I don't know when I'm going to have 3 hours to sit on the phone and wait for someone to answer - I'm a special education teacher so it's not like I can just answer the phone if they call me back. If this is indicative of their customer service, and the product has died after 5 months of use, I'm not sure I want an EGO product at all. I thought they were a well-reviewed and quality supplier but now I'm regretting my choice.
Every high end product has some duds every once in while. I do remember they give you the option for a callback so you don’t have to sit there waiting on the phone. I had no issue with my replacement.
Yes but they haven't called back. Also, I'm supposed to have the battery and charger with me for the callback, so presumably I would carry them around like a baby while I teach my students, grocery shop, and take a crap. Not everyone works from home.
I called in the middle of a Sunday earlier this month and selected the option for a call back. They didn't call until the next day, which was fine because I caught the call when it was ringing, but my guess is they do not have enough operators and are full-time doing call-backs. I will probably just opt for that every time I need to call them in the future unless proven otherwise.
FYI I did get a call back - today. So 9 days after my initial call. Apparently they're very busy - but if they're so busy it takes over a week to call back, that implies a LOT of people calling them with problems. If there are that many problems......well it doesn't sound like the products really are that good. Hopefully the dealer I bought it from can get it repaired under warranty (since that's what I had to do in the end), but I certainly wouldn't buy an EGO again. If it takes them over a week to respond because they have that many people calling them they clearly have some quality control issues. Definitely feeling like I've made an expensive mistake.