Hello KD985.
We are sorry to hear about your experience and understand how frustrating it can be when the self-propelled function is no longer operating as expected. Based on what you described, there are a few areas that may be helpful to check. Ensuring the drive control cable is properly connected and has not become loose or stretched over time can help, as this directly affects engagement of the self-propel system. It may also be worth inspecting the rear wheels and drive gears for any debris buildup or obstruction, as well as confirming that the height adjustment is even on both sides, since uneven settings can impact traction and drive performance. Additionally, checking that the battery is fully charged and properly seated can help rule out power-related inconsistencies.
We understand your concerns regarding parts availability and documentation, and your feedback is important as it helps identify opportunities for improvement. If the issue is not resolved after these checks, we recommend contacting our support team directly so they can further assist with troubleshooting and review available service options with you. They can be reached either using the online chat function, on Greenworks Tools page, or by calling 1-888-909-6757.

Hi Tim the tool man. Thank you for your feedback. We are sorry to hear this was your experience. If you are able to cross-test the batteries with another charger and another unit, this can help determine if the battery may be the issue. Should you have any further questions or warranty needs, please contact us directly through chatbot on Greenworks Tools website that will direct you to a live agent or call us at 1-888-909-6757 (1-888-90WORKS). Check out some helpful tips to extend your run time!

1) When cutting thick grass, reduce walking speed to allow for a more effective cut and a proper discharge of the clippings.

2) Only mow 1/3 of the total grass length at a time - no more. For a healthy lawn, always cut off one-third or less of the total length of the grass. The average lawn should be approximately 1 1/2 to 2” (3.8 to 5 cm) long during cool months, and between 2" to 3 1/4" (5 cm to 8.3 cm) long during hot months.

3) Mow when the grass is dry. As this is an electric unit, mowing wet/damp grass is a safety issue. However, ensuring the grass is dry will also help the grass cut cleanly and discharge appropriately. Wet/damp grass carries more weight and will mostly stick to the blade/motor shaft and will not appropriately discharge or cut easily.

4) Make sure the battery is cool before use. When the battery will not be in use, we suggest storing it indoors, in a cool dry area - away from direct sunlight. Leave the charger unplugged and the battery disconnected from the charger unless it needs charging.