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WOW! Now that\"s Customer Service!

Paul58Paul58 Posts: 79
edited 8:17AM in EggHead Forum
I sent this e-mail to BGE HQ on Sunday:
We purchased a new Medium Big Green Egg from Brown's Pool Supply in Hiram, GA about 4 weeks ago. I have used the Egg about 5 times thus far and love it. Last night after starting it and getting it up to temp, the top felt gasket fell off when I opened the lid. Today I noticed the bottom Gasket is also loose and coming off. Is this covered by warranty? Should I contact Brown's Pool Supply for a replacement gasket? I have read on the Egghead Forum that there is a Nomex gasket available, is this better than the felt? Can I get the Nomex Gasket as a replacement under warranty? Thanks for your help.

Got this reply on Monday:
Hello Paul,

I am sorry to hear that your gasket has come unattached from your new Egg. Unfortunately we have had issues with the gasket adhesive on some newer Eggs. With that said, I have no problem sending you out our Nomex gasket, which we have had great success with. Once installed you should have no further problems with your gasket.

Thanks,

Bruce

That's what I call Customer Service!

Comments

  • RipnemRipnem Posts: 5,511
    Bruce does a nice job for the Eggers of the World.
  • Some times you get what you pay for. :laugh: Bruce is good people. I have delt with him a few times myself. Even the service at my dealer is great. Enjoy your new Egg. The Nomex gaskets are better in my opinion now I need to get one for my XL.
  • PhilsGrillPhilsGrill Posts: 2,256
    Sounds like the old gasket is fine. Just peel off the liner so you just have the gasket itself. Use 3M 77 adhesive and spray it on the gasket and put it back on. Put wax paper between the lid and shut it for the night. Good to go in the morning. I fixed my small this way and works fine without the Nomex.
  • Keep the Nomex for when you really need it.
  • Paul58Paul58 Posts: 79
    PhilsGrill wrote:
    Sounds like the old gasket is fine. Just peel off the liner so you just have the gasket itself. Use 3M 77 adhesive and spray it on the gasket and put it back on. Put wax paper between the lid and shut it for the night. Good to go in the morning. I fixed my small this way and works fine without the Nomex.

    It's not burnt and still in one piece. I may have to pick up some 3M adhesive and give that a try, thanks for the suggestion...
  • WessBWessB Posts: 6,937
    Welcome to the wonderful world of Big Green Egg..they stand behind their product..
  • EggscriberEggscriber Posts: 276
    My eggs have become empty. They're in need of some ribeyes. Can Bruce help with that? ;)
  • Customer Service is great!

    Standing behind your product is great!

    Correcting a well known problem before it reaches the consumer - event better.
  • WessBWessB Posts: 6,937
    YEP
  • RipnemRipnem Posts: 5,511
    Who doesn't have issues now and again? :ermm:

    Some face the issue head on and some just stick their head deeper into the sand.
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