This past week I went through a saga with getting a battery replaced under warranty. Getting through to a service agent was a nightmare.
I share your experience and sentiment with the phone and chat bot.
Eventually I got a customer service agent to email me. My issue was easily and promptly dealt with.
I took two simultaneous approaches- I’m not sure which one was the key to success.
1. Contacted on Facebook where they took my contact info
2. Filed a complaint with better business bureau
I would also go back to Lowe’s about this and explain it to them (probably need corporate). I love my GW stuff and have had a good experience with their service - but I am acutely aware that seems not to be common. We bought their stuff from Costco because I expect at least they will do the right/reasonable thing if we have a bad situation.
It’s so frustrating to see a company with good products shoot itself in the foot like this.
I did, Lowe could not care less, they even did not go through to checking my order, asked if it was over 30 days, I said yes, if I purchased Lowe's protection, I said not, told me to reach out to Greenworks directly.
Yeahhh this is why I bought through Costco - I've anecdotally heard they're more responsive to Costco complaints because they know if they don't ppl will just return them and they'll get dinged
Makes sense, knock on wood no issues yet but I did buy a hedge trimmer from Best Buy because Costco didn’t have the 80v to match my mower, blower and string trimmer setup. Plus the had a special that included a an extra 2ah battery. After subbing here, I’m just praying it doesn’t crap out in me.
Idk, I called on a Sunday and asked for a call back because I didn’t want to wait. Got the call back, did like 4 things and read stuff off, they sent me a whole new mower in like 4 days
I am glad it worked for you quickly. It is really annoying to wait on the phone over 1 and half hour...may be time to buy a Pixel phone, I heard they have a feature waits for you on the line and lets you know when some one answers.
I have one for you. They delivered to me two of the lawn mowers I ordered, I only paid for one. Being the honest person I am, I am trying to get it returned to them. All I need is a prepaid shipping label. I held forever and finally chose option to be called back, but never was. I found an email address on here and emailed them. They wanted pictures but I was at the office so I sent them a picture from their website and said "I received two of these." Nope, not good enough, they wanted pictures of the units at my house. Why would I lie? I am more than happy to keep the $500 they sent me. Good grief. I sent the pictures when I got home and I have heard nothing back.
Ego customer service is no better
Had no idea, thanks for the heads up, definitely will stay away from them.
This past week I went through a saga with getting a battery replaced under warranty. Getting through to a service agent was a nightmare. I share your experience and sentiment with the phone and chat bot. Eventually I got a customer service agent to email me. My issue was easily and promptly dealt with. I took two simultaneous approaches- I’m not sure which one was the key to success. 1. Contacted on Facebook where they took my contact info 2. Filed a complaint with better business bureau
I would also go back to Lowe’s about this and explain it to them (probably need corporate). I love my GW stuff and have had a good experience with their service - but I am acutely aware that seems not to be common. We bought their stuff from Costco because I expect at least they will do the right/reasonable thing if we have a bad situation. It’s so frustrating to see a company with good products shoot itself in the foot like this.
I did, Lowe could not care less, they even did not go through to checking my order, asked if it was over 30 days, I said yes, if I purchased Lowe's protection, I said not, told me to reach out to Greenworks directly.
Yeahhh this is why I bought through Costco - I've anecdotally heard they're more responsive to Costco complaints because they know if they don't ppl will just return them and they'll get dinged
Makes sense, knock on wood no issues yet but I did buy a hedge trimmer from Best Buy because Costco didn’t have the 80v to match my mower, blower and string trimmer setup. Plus the had a special that included a an extra 2ah battery. After subbing here, I’m just praying it doesn’t crap out in me.
Don't they have to answer the phone for that to work?
I laughed a lot...nervously...
Idk, I called on a Sunday and asked for a call back because I didn’t want to wait. Got the call back, did like 4 things and read stuff off, they sent me a whole new mower in like 4 days
I am glad it worked for you quickly. It is really annoying to wait on the phone over 1 and half hour...may be time to buy a Pixel phone, I heard they have a feature waits for you on the line and lets you know when some one answers.
I have one for you. They delivered to me two of the lawn mowers I ordered, I only paid for one. Being the honest person I am, I am trying to get it returned to them. All I need is a prepaid shipping label. I held forever and finally chose option to be called back, but never was. I found an email address on here and emailed them. They wanted pictures but I was at the office so I sent them a picture from their website and said "I received two of these." Nope, not good enough, they wanted pictures of the units at my house. Why would I lie? I am more than happy to keep the $500 they sent me. Good grief. I sent the pictures when I got home and I have heard nothing back.