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Let me start by saying...as I'm quite sure we all do, I take great care of my XL Egg. It's covered when not in use... it hasn't been out of the nest since the day I brought it home, it's secured, cleaned and doesn't have a scratch or a chip on the outside. It still looks very new.
I haven't been able to cook since 1/11/12. That day, I was cleaning up the egg, removed all of the guts, clearing out all ash, etc.... and my heart skipped a few beats. Panic and horror set in...I couldn't breathe,
Looking down into the base, I found a crack in the bottom... the fire grate was cracked all the way through from the edge to the center, the fire ring is cracked all the way through from top to bottom, (but is still a ring) and even the plate setter was cracked, but not all the way through.
(If anyone has ideas or speculations on how this damaged could have happened...I'm all ears)
I was so stressed out I didn't take pictures upon my discovery, and couldn't get good pics taken in the dark/ rain for a few of the following days. Finally my wits returned and I started the process, not knowing what the outcome would be.
I contacted my dealer, they forwarded my proof of sale and warranty replacement card, I emailed the warranty guy, sent him way too many pictures of the damage along with written details of what I was seeing. He responded the same day to let me know he had sent all of the information over to BGE. This all happened on Wednesday...(yea, two days ago).
Today I my dealer called and told me my replacement will be there on Monday.
There was no haggling, negotiations, or begging needed. Just some pictures and description of the damage along with the aforementioned info from the dealer. The warranty people at Paragon were amazing, the resolution of this situation sets customer service and company integrity standards to an unbeatable level. My blood pressure dropped significantly ... my hair has stopped falling out, and I won't cry myself to sleep again tonight! I'll christen the new egg with a couple of spatchcocked yardbirds on Monday night, raise my glass and give a soulful Fat Tire toast to BGE... and perhaps, do a little dance.