★★★★★ 3
CUSTOMER SERVICE IS TRASH - edited
Style: 15" (2 x 2Ah)
I bought this product and it arrived with one battery that doesn't charge out of the two. Without 2 batteries, it won't work at all. Attempted to contact Greenworks with the number Amazon provided. They were closed on the weekends. Called Monday and the message stated that customer support closed early. Attempted using the Chat option for help. It states the model number STE304, doesn't exist, so I couldn't proceed. Called on Tuesday. I have been on hold for over an hour and still nothing. Will update.
After about an hour and a half on hold (yes, the offer the option of leaving a call back number, which I didn't use as I had to work from home to access customer service when they were open. Also, they needed me to try out stuff with the batteries and give them serial numbers, etc.) The lady I spoke to spoke English and appeared to be US based. Eventually, after doing the "did you restart it" version of troubleshooting, it was indeed determined my battery didn't work and they offered to ship me a new one at no cost. I then had to dispose of my non-working battery in the proper manner, and our yearly toxic garbage pick up coincided with this, thankfully. It took time out of my work schedule to get this resolved, but the lady I spoke to was great and I did get my battery about a week or so later, which I did appreciate. Customer service needs better access esp since you have to have the physical batteries and charger to get this resolved, which you may not be able to do while working. Maybe they can't find people to work as that seems to be an issue everywhere. The weed eater works fine. Updated from one star to three based on resolving issues and a dead battery upon arrival, rather than the actual equipment working.
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Reviewed in the United States on May 7, 2024
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