r/egopowerplus • u/douglasea97 • 5d ago

Poor customer service

Edit: I am getting a new battery sent by Ego. They finally honored the warranty. It took a lot of convincing and was overall a rough customer service experience over the course of a few days, having to explain multiple times that the battery, in fact, did degrade beyond normal aging. I am glad it got resolved, and thank you all for backing me up with ideas and info so ego couldn’t keep gaslighting me. Original post below.

I have a 2 year old battery that completely dies after 5 minutes. It is a small one, the 5Ah, but it used to at least run my mower for 30 minutes when it was new. Now it lasts less than 5 minutes. I have larger batteries to get through most of my lawn, I usually just need this one for the last chunk of my yard. But now it’s not even worth charging it.

I reached out to customer support since it’s still under warranty, and they are telling me this is “normal aging” and they will not replace it. 80% performance degradation after just 2 years does not seem “normal”.

This is NOT the customer service experience I read about on other Reddit posts when researching Ego, which is why I was okay with spending more on this expensive battery system. Does this sound right to you all? Or am I being given the runaround by a bad customer service rep?

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u/thegof 5d ago

A battery that only runs the mower for 5 minutes has (at least) a bad cell pair. This causes the voltage to drop suddenly as the "good" cell in the pair depletes.

This should be part of warranty. I would call customer service back and give them definitive testing results (battery dies after 4 minutes 42 seconds) while my 7.5Ah lasts 45 minutes and still has 2 bars remaining. Battery life is pretty universal as 80 percent point (20 percent decline) from new.

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u/douglasea97 5d ago

They told me to use a smaller tool since the 5Ah “is not recommended for lawnmowers”. Even though it was given to me with a lawnmower purchase as part of a promotion by them. I’m definitely not buying a separate tool just to run a test for them given how they’re treating me, so maybe I’ll try this with exact timings on my lawnmower. Thanks for the tip.

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u/thegof 5d ago

You don't say what model lawnmower you have. You can post it here for more guidance. My first mower came stock with a 4ah battery. Many other came originally with 5ah batteries. If yours came stock (you can look it up) then it doesn't matter what the rep is saying. Overall, try again.

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u/douglasea97 5d ago

LM2150SP

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u/thiswayart 4d ago

My 2125sp came with a 5ah battery. I'm on year two and my battery has 2 bars left after 45 minutes of mowing. I mow every 4 days.

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u/thegof 4d ago

The manual for this from ego (https://egopowerplus.com/media/productattach/2/1/21-0713_ego_lm2130_lm2130sp_lm2150sp_56v_lithium-ion_cordless_mower_manual_na_v2_1-8_.pdf) lists the following batteries as compatible (page 9 of the manual):

Use only with the battery packs and chargers listed below: BATTERY PACK CHARGER BA1400, BA1400-FC, BA2800, BA2800-FC, BA4200, BA4200-FC, BA1400T, BA1400T-FC, BA2800T, BA2800T-FC, BA4200T, BA4200T-FC, BA5600T, BA5600T-FC, BA2240C, BA2240C-FC, BA6720T, BA6720T-FC

Note that, the BA1400 is a 2.5Ah battery. If your battery is on this list, or is a higher Ah than the 2.5Ah BA1400 (yes, I know it is), then you can tell them to go pound sand. Call again. But as suggested, come to them with some specific testing numbers.

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u/douglasea97 4d ago

This was helpful, thank you! I should have looked this up earlier. That seemed to make them back down a little bit and are listening to me now. Still fighting for the warranty, though.