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Anyone ever have problems with BBQ Guru?

nealcr1nealcr1 Posts: 180
edited June 2013 in EggHead Forum
I bought the Digi Q2 a week ago Thursday and the fan went out on my first cook.  They called me on Tuesday and said they would process a return and going to send me an email to ship back the fan.  I have called everyday since Tuesday and never gotten any info on how to send back the fan.  I finally sent an email yesterday, but still haven't heard anything.  Makes me regret not going with a Stoker.  Anyone else had issues?  Just dropped $300 on a unit and can't even use it.   Not cool.  Any suggestions would help.
Mini Max, Medium BGE, Large BGE, Lodge Cast Iron Sportsman, Digi Q II, Woo 2, AR with Oval setup

Comments

  • bakoquebakoque Posts: 50
    No experience with customer service, but I have had mine for 2 years with no issues.
  • nolaeggheadnolaegghead Posts: 26,331
    It could be the connection in the 1/8" power jack.  I've had one of those leads break, just soldered it back on. 
    ______________________________________________
    This is my signature line just so you're not confused.  Love me or hate me, I am forum Marmite.
    Large and Medium BGE, Kamado Joe Jr, Akorn Jr, smoker with a 5k btu AC, gas grill, fire pit, pack of angry cats, two turntables and a microphone, my friend.  Registered republican.
    New Orleans, LA - we know how to eat 

  • Carolina QCarolina Q Posts: 12,858
    Call 'em on Monday. Ask to speak with Kenny, the Director of Operations (last I heard). "Hatch" on the other forum, dunno if he's on here or not. I would ask that they ship you a new one now, rather than wait for yours to arrive there. But please DO send it back. :)

    I spoke with him once, just had questions as a new owner. A very helpful guy. However, I have not had any issues with my Guru so I can't speak for (or against) their service/support. I do know that I have never heard of anyone having your experience.

    I hate it when I go to the kitchen for food and all I find are ingredients!

                                                                …Unknown

    Michael 
    Central Connecticut 

  • The Naked WhizThe Naked Whiz Posts: 7,780
    Never had any issues with customer service or their products.  Sometimes they compete and some of them are away for several days.  Kenny is definitely a good guy to deal with.
    The Naked Whiz
  • Charlie tunaCharlie tuna Posts: 2,191
    I had a problem with mine when it was three months old -- sent the whole thing in  --  good turn around time.  One of the probes was bad.  Probably my own fault because i wasn't protecting during the cooks.  No charge, came back with a new set of probes and a explaination on how to protect them.  Now i baby them and it is three years old -- no problem and that little fan has a heck of a lot of run hours on it!.
  • Carolina QCarolina Q Posts: 12,858
    Look what I found in my stash of emails. :)

    Bob Trudnak
    Director of Sales and Marketing
    1 800 288 4878 ext. 207

    I think this is the same Kenny, not sure though.

    Kenny Baker
    The BBQ Guru
    800-288-4878 X254

    I hate it when I go to the kitchen for food and all I find are ingredients!

                                                                …Unknown

    Michael 
    Central Connecticut 

  • bigphilbigphil Posts: 1,390
    The Naked Whiz said sometimes they are out doing a competition . Am sure they will take care of you 
    Large Big Green Egg , XL Big Green Egg . BBQ Guru, Weber Kettle, Weber Q grill for road trips.
  • nealcr1nealcr1 Posts: 180
    Ok.  Looks like I will call Kenny in the morning.  Just frustrating when you call 5 times in a week and don't get a response.  Thanks guys.
    Mini Max, Medium BGE, Large BGE, Lodge Cast Iron Sportsman, Digi Q II, Woo 2, AR with Oval setup
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