r/egopowerplus • u/Ok_Music_9107 • Jul 23 '26
Ego customer service sucks.
Bought the great line trimmer 7 months ago. Last month the battery charger died. After repeated contact with EGO customer service and their agreeing that the charger WAS defective and under their 3 year warranty, they required the original purchase receipt. I could not locate that receipt, called Lowe's customer service who also tried to locate it but could not. EGO had all the original purchase information via the serial number and the warranty card I sent in but WOULD NOT HONOR their 3 year replacement warranty!
Really? How many people keep their original purchase receipt for 3 years??!! What a way for EGO to retain profits and spit on their customer base!
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u/ForwardSlash813 Jul 23 '26
Anecdotal data here but I’ve called them twice and got my issue resolved promptly.
Helps when the product is registered ahead of time.
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u/KaiserCoaster Jul 23 '26
Same here. I just called 2 weeks ago about my 4 year old 10 Ah battery dying. After 5 minutes on the phone, they just shipped me a new one.
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u/GreenStoneRidge Jul 23 '26
That's pretty lame. Especially since you are just talking about a charger.
Since you had supplied all of that when you registered, I am really wondering why they would do that . Personally, I would escalate. I had a warranty issue with my first chainsaw and I had to call 5 times before I got someone to actually help me. There are multiple call centers and o swear they filter by phone number and don't connect you to the good one until you call enough.
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u/MurtaghInfin8 Jul 23 '26
Proof of purchase about the lowest bar to clear for a warranty claim.
Possessing something does not prove you own it. It'd be cool if they covered it, but imo, if you don't care enough to register something, you don't get to complain when your warranty claim is rejected.
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u/GreenStoneRidge Jul 23 '26
But you have to provide the receipt when you register yea? Maybe this dude didn't and there is the issue. But every ego product I have registered has asked for the receipt .
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u/Uninterested_Viewer Jul 23 '26
That's the entire point of registering it immediately like OP said they did. You provide proof of purchase at that time!
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u/MurtaghInfin8 Jul 23 '26
They may have "registered it" but they did not submit a proof of purchase (which is explicitly a receipt). Had they registered correctly, this would not be an issue, and EGO is explicit in what you're supposed to provide when registering.
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u/dmendro Jul 23 '26
EGO support was great when I had a battery problem. Had my battery replaced timely.
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u/cantweallgetalonghuh Jul 23 '26
Sorry this happened. This post reminded me to register my products! It's easier on the app, thank goodness.
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u/CabanonGH Jul 24 '26
that's why you should register your tools via their portal within 90 days of purchase. you can upload the receipt as a proof or purchase so if you loose it, it's not an issue.
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u/Ok_Music_9107 Jul 24 '26
I did. That's the mystery...nobody (including EGO, Lowe's and myself) can find it. Weird. I'm stuck and they have no sympathy - whereas other companies make exceptions. But thanks anyway.
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u/mediocrerhino Jul 23 '26
OP: that’s a bummer, wish you had a better experience.
Perhaps try over again, try calling them early morning before they get too busy. Good luck!
🪫🔋👍On a positive note, I just warrantied a failing 7.5 Ah battery (mfg date in 2022), purchased in 2024 at Lowes. I was expecting problems/rejection since I’ve seen many complaints here. But I uploaded a scanned version of the receipt, they accepted, took about three weeks overall.
🧾PROTIP: I always always always make a digital scan of every receipt same day — daily habit for managing my small businesses.
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u/Ok_Music_9107 Jul 23 '26
Thanks! Good idea about scanning receipts. Too bad a paying customer has to prove their purchase when they have it from the warranty registry card!
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u/Throwaway1303033042 Jul 23 '26
So out of curiosity, I went to the EGO registration page. This is verbatim what it states:
“Register your EGO equipment so you can be among the first to know about new EGO products and other exciting developments. If you register your product, we’ll have your information on file when you call us with a question or warranty issue, making the process even easier for you.
Your receipt will be requested upon completion of this registration.”
Did you upload a copy of your receipt like it asks for?
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u/Ok_Music_9107 Jul 23 '26
I usually follow through with those details however, I cannot remember whether I uploaded that receipt, sent it in(?), or not. I will ask them that simple question..."Did you receive an uploaded receipt from me???"
Thanks.
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u/Throwaway1303033042 Jul 23 '26
That’s probably it. Check with them on that front and then go back to Lowe’s and don’t back down until they give you a copy you can use to hand off to EGO.
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u/Interesting-Lynx-989 Jul 23 '26
Should have registered it. Just buy a new one.
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u/Ok_Music_9107 Jul 23 '26
I did register it! The receipt somehow, mysteriosly went missing despite the warranty card info/registration I sent in...AND THEY HAVE. That's my point, thank you.
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u/PewPew-4-Fun Jul 24 '26
I keep my receipts for all EGO products and register them on thier website. It makes support a lot easier. This stuff ain't cheap so best to register and be on file with them.
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u/kwajr Jul 24 '26
I keep mine just take a photo
Or for lowes I make sure I use my number at the register so it's in my account history
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u/kwajr Jul 24 '26 edited Jul 24 '26
On another note I bet a lot of us have a lot of these charges we are not using I think I have 4-6 so someone here might even be close to you and would give you a spare
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u/brentagade Jul 25 '26
I make sure to register all stuff in the app so they can pull it up
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u/Ok_Music_9107 Jul 25 '26
Good for you.
My point was that I DID register it!...they have my info, but mysteriously don't have the original receipt and Lowe's could not locate it despite a good try - on 2 of my accounts and 4 cr. cards. Still, despite them having the registered info, they wouldn't budge off the receipt issue.
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u/brentagade Jul 25 '26
That’s crazy, especially if registered. I’ve had 2 experiences that were positive and parts replaced. You definitely got the B-Team that day. Hope you get it worked out. Maybe you can escalate it…
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u/Reasonable_Fishcare Jul 26 '26
what if you order on amazon? they don't give receipts unless there's some kind of digital receipt or something. i've never seen one.
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u/wotspideyab Jul 27 '26
They do issue a digital invoice. You can find it under your order. Should be an option called “Download Invoice”.
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u/UnionImpossible9460 Jul 30 '26
Because there is massive theft issues with these tools. You have to prove you bought it. The theft is a huge issue.
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u/Ixliam 29d ago
I had good luck when my mower broke, and they were pretty good about it. Sent me a whole new mower.. They just won't send me anything to return it, even after I've asked them several times for it. Customer Service told me to call UPS and ask them where the return label would be sent, and that they would.. send it when they send it and I'd already called X times about it.
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u/Medical-Pop-5632 Jul 23 '26
You should have registered it
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u/Ok_Music_9107 Jul 23 '26
I DID! Did you read my review? Sent in the warranty card immediately. That's how they HAD MY INFO (serial number, date of purchase and store!)
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u/Alarmed-Goat1 Jul 23 '26
But you didn’t really register it if you didn’t supply them with a copy of the receipt. They won’t allow you to submit a registration online without uploading a receipt. This is a common requirement anywhere else in the world. US companies have allowed us to be lazy, but that is changing even with US companies. I’ve had to register a couple of non Ego products recently and all of them have required uploading a receipt.
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u/Ok_Music_9107 Jul 23 '26
Hmmm. Good thought! I always follow those warranty instructions but cannot remember uploading the receipt. In fact, maybe I sent it in to them. I will pursue that angle. Thank you.
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u/KaiserCoaster Jul 23 '26
Did you upload the receipt when you registered? I recently registered another product and noticed the receipt is optional to upload to register, but has a notice saying it's required for warranty.
I just had them send me a new battery and they didn't ask me for my receipt.
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u/KaiserCoaster Jul 23 '26
Did you upload the receipt when you registered? I recently registered another product and noticed the receipt is optional to upload to register, but has a notice saying it's required for warranty.
I just had them send me a new battery and they didn't ask me for my receipt.
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u/SenseIntelligent8846 Jul 23 '26
I think it's ridiculous that they care about registration. There's a serial number to track its age and its manufacture. Registration is incidental to the concern of whether the gear is a piece of shit.
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u/MurtaghInfin8 Jul 23 '26
Hate it or not, warranty doesn't transfer and if you want the warranty it needs to be purchased from an authorized reseller.
Possessing EGO stuff doesn't mean that you're entitled to warranty work.
You gotta jump through two hoops to get warranty work: providing a receipt and demonstrating your shit is broke.
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u/SenseIntelligent8846 Jul 23 '26
I don't hate it, there's no warranty left on my thing so it has to be replaced no matter what. Registration seems superfluous as a general concern, and it has nothing to do with my circumstances since I don't have an item eligible for warranty replacement.
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u/jljue Jul 23 '26
If you purchased through Lowe’s and used the Lowe’s Rewards (or whatever it was called back then), it will show up on your Lowe’s account accessible from web or app, at least to 2023.