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Well There Goes My Gasket

StoaterStoater Posts: 281
edited May 2012 in EggHead Forum
Haven't even had the egg for a week, that's it I am returning it! I can't everything I eat is delicious.
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Comments

  • MowgliMowgli Posts: 34
    Lol - I got a demo model that had been used for a little under three days, and the gasket was fried.......
    But I got a nomex gasket for free, and it was very easy to replace.

    I really don't get it - why do they keep putting on that stupid gasket....
  • StoaterStoater Posts: 281
    Yeah you think with the amount of complaints they would do soothing about it.
  • BYS1981BYS1981 Posts: 1,255
    Contact customer service. My gasket fried and they replaced it free of charge with a Nomex gasket.
  • hogsfanhogsfan Posts: 128
    A dealer told me they haven't upgraded because if they fixed the gaskets, then they can't sell you the upgrade. I give him points for candor, but it still pisses me off. 
  • well, they are giving the upgrade to anyone who asks so that does not make a whole lot of sense.



  • BYS1981BYS1981 Posts: 1,255
    Gaskets have a 1 year warranty now, starting March 1st, 2012. Personally, I think your dealer is talking out his ass.
  • troutgeektroutgeek Posts: 455
    I think they have a lot of gasket out there that they want to use up. That, and the egg looks better with grey rather than white. Really, I do not know -- just blowing smoke.
    Large BGE - Small BGE - Traeger Lil' Tex Elite - Weber 22.5" One-Touch - Weber Smokey Joe
  • ricktannerricktanner Posts: 24
    DO YOU HAVE TO HAVE GASKETS ON YOUR EGG?
  • mountaindewbassmountaindewbass Posts: 1,523
    They also might be in contract with the people who manufacture the original gaskets.


    Rick

    DO YOU HAVE TO HAVE GASKETS ON YOUR EGG? NO, BUT IT HELPS.
  • michigan_jasonmichigan_jason Posts: 1,290
    I just got off the phone with BGE customer support. I bought my egg 3 weeks ago, and told them I burned the gasket up. He told me that sometimes uneducated people cook too high and not properly blah blah blah... I told him that I had not cooked over 650 wich is true as I only have had the egg at that temp to quickly sear steaks. He said ok no problem, I am sending you a nomex gasket. Have a nice day. It was simple and fast.



    "Entrepreneurs are simply those who understand that there is little difference between obstacle and opportunity and are able to turn both to their advantage."

  • eggoeggo Posts: 392
    I sent BGE CS an e-mail about my burned gasket. They replied, and asked for pics. Haven't sent pics but did remove the old gasket today after a burn off. Came off easy while hot. Guess, without pics, I'm out of luck getting a replacement.
    Eggo in N. MS
  • lousubcaplousubcap Posts: 4,176
    give them a call-worst you can do...I'm confident that once you can get to a real person you can get the Nomex. And gratis...
    Louisville
  • eggoeggo Posts: 392
    I'll give them a call, thanks.
    Eggo in N. MS
  • AdamdAdamd Posts: 155
    I don't understand big business sometimes. 

    My stock gasket included along with I will say 100% of everyone else has had their gasket fry. Now unless they figure it is still cheaper to send out free ones for the ones who complain and not enough people overall ask for a new one for free is why they still must ship with the cheap crap gasket. 

    But you still think it would be a better selling point if they ship with the good gasket from day 1. Anyone doing any amount of research online will see that and would look a lot better if they would just ship with it. Kind of disappointing
  • StoaterStoater Posts: 281
    Well, I contacted BGE Canada 2 days ago and left a message, never heard anything back, emailed the deler and never heard anything back, so today tried BGE Canada again and actually spoke to someone, told her what happened she laughed and said did you follow the instructions, nothing like making your customers feel stupid, I said yes, she informed me that they don't deal directly with the public and I should contact the dealer who will fill out a warranty card with my invoice number and then replace it.  So I have re-emailed my dealer and patiently wait for his reply. 
  • hogsfanhogsfan Posts: 128
    well, they are giving the upgrade to anyone who asks so that does not make a whole lot of sense.


    Not anyone. 30 day limit. Otherwise I wouldn't care.
  • well, they are giving the upgrade to anyone who asks so that does not make a whole lot of sense.




    Not anyone. 30 day limit. Otherwise I wouldn't care.
    a ha. makes a bit of difference.



  • hogsfanhogsfan Posts: 128
    edited May 2012
    Gaskets have a 1 year warranty now, starting March 1st, 2012. Personally, I think your dealer is talking out his ass.


    I didn't know that but it doesn't really help me considering I bought the egg in Feb. Regarding the dealer, perhaps he was talking out his butt, but it doesn't change the fact that my gasket is terrible and I feel like I have to baby it to avoiding buying a new one...and then when it goes I'll have to spend time and money learning how to and installing the good gasket myself. BGE could make this issue go away tomorrow so if they are willing to give away free "good ones" when they fail, then they obviously acknowledge the issue exists.  Why don't they just save all of us the trouble and put the good one's on at the factory? The answer is that somewhere along the way, they get money by not upgrading the EOM gasket. Either by savings a few nickles up front or selling people the upgrade later... 

    It should not be this way for a premium cooker. 
  • michigan_jasonmichigan_jason Posts: 1,290
    edited May 2012

    This is the email I sent to BRUCE at BGE customer support:

     

    Jason Bernal

    May 15 (1 day ago)

    to bruce

    Please advise as to what type of gasket you will be replacing for my XL BGE. I know what I am doing, and wonder why BGE puts these garbage gaskets on a $1200 grill. Makes no sense to me or any of the other eggsperienced cookers that use this grill. I will accept a Nomex gasket only.
    --

    Thank you,

     Jason Bernal

    Laptops Unlimited MI

     

    Here is a reply directly from BRUCE at BGE:

    Hello Jason,

    I am sorry that you have had this trouble with your gasket. I will be sending you out a high heat (Nomex) gasket. Once installed you should have no further problems. Please email me your address and I will send it out today.

    Once again I apologize for the trouble and frustration.

    Thanks,

    Bruce

     

    Bruce Bohannon

    Customer Relations

     770.938.9394 .108 

    800.793.2292 .108

    770.938.9149   fax

    3417 Lawrenceville Highway

    Atlanta, GA  30084  USA

    B.Bohannon@BigGreenEgg.com

    facebook.com/biggreenegg

    www.BigGreenEgg.com

     

    The Ultimate Cooking Experience™

     



    "Entrepreneurs are simply those who understand that there is little difference between obstacle and opportunity and are able to turn both to their advantage."

  • michigan_jasonmichigan_jason Posts: 1,290

    Notice that he didnt even ask how long I have had the grill. He also told me that the gasket was a topic at a recent meeting regarding how they would handle replacements going forward. He told me that the gasket has a one year warranty now and they are very understanding and typically will replace them without a problem. I  called and emailed and from the phone call to another person, I have one coming, and from the email I have another one coming. I got 2 without a problem.

     

    Good luck

     

    Jason



    "Entrepreneurs are simply those who understand that there is little difference between obstacle and opportunity and are able to turn both to their advantage."

  • hogsfanhogsfan Posts: 128
    That's good to know, Jason. Does that include adhesive and instructions?
  • Ive only had my large for about a month and fried my gasket. I called customer service and the rep. asked me to describe conditions when it fried. I did a high-temp cleanout at 700 degrees for about an hour and he said oh no you don't EVER have to clean the egg(which i think is b.s.). He was very nice but said it was user error and that it was my fault not the gaskets. He then said they would love to help and sent me a new nomex gasket the very next day. It has instructions but he said i had to but my own glue(super 77?) I think.

    BTW....gasket is still on my counter because i have had absolutely no issues using the egg with no gasket.

    But green egg customer service is excellent IMO

  • eggoeggo Posts: 392
    I agree totally.
    Eggo in N. MS
  • BYS1981BYS1981 Posts: 1,255
    Hogsfan, I had purchased mine 2/23/12 and had no issues with getting a replacement. I *TOTALLY* agree the gasket is ridiculous, porsche doesnt install $2 mufflers on their car, why does BGE do it with their gaskets? Ridiculous.

    The replacement gasket had a gasket with instructions, no adhesive.

    If I were Bruce I am not sure I would want gaskets replaced, gasket emails are probably a fairly large part of his day, lol I kid.
  • Jrod72Jrod72 Posts: 67
    My dealer gave me the other gasket at the day of the sale! He knew what I didn't know right out of the gate. Great sales rep.
  • michigan_jasonmichigan_jason Posts: 1,290
    That's good to know, Jason. Does that include adhesive and instructions?

    They told me I would need to purchase a certain type of adhesive, he emailed instructions that I have if you PM me I will send to you.



    "Entrepreneurs are simply those who understand that there is little difference between obstacle and opportunity and are able to turn both to their advantage."

  • BGE4LifeBGE4Life Posts: 34
    I have 2 large BGE and had a gasket issue with my new one but none with the old one.  My boys have a puppy that was a little hungry and chewed on two of the wheels to my nest on the new egg.  He doesn't do that anymore.  However, I emailed Bruce and he agreed to replace both my wheels, and gasket if I paid the freight.  This is more than I expected and I will continue to recommend the Big Green Egg to all of my friends.  I know I have influenced several people already.  Big Green Egg customer service is probably the best I have seen in all of the products I own. My next purchase will be another Egg to compliment the others.
  • I sent an email to support Tuesday to let them know I have only had my egg about a month and the gasket was fried.  I got a response back with an attachment explaining the proper way to use the egg and what temps are acceptable.  The document says temps over 700 are not necessary, well I have not been over 650 and still fried it.  Documents says to only use platesetter legs up which I have.  Just kind of irks me the way they communicate about the gasket issue.  He requested I send images along with my address for replacement.
  • Little StevenLittle Steven Posts: 25,575
    Up until recently they included the nomex and cement with the new eggs

    Steve 

    Caledon, ON

     

  • Sgt93Sgt93 Posts: 704
    I have been babying this thing since I got I a few days ago. BGE said. It to cook over 300 etc for the first few so I have been running lump just to break or in. I'm doing everything they want and then some. Come this weekend, it's on! This XL will be running all weekend. Gasket better be up to it or they will be replacing it. Plain and simple.
    XL BGE - Small BGE - A bunch of Webers - A bunch of accessories - Ceramic Grill Works 2-Tier 
    Follow me on Twitter & Instagram: @SSgt93
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