Big Green Egg - EGGhead Forum - The Ultimate Cooking Experience...
Get ready to turn up the heat as we dive into August. While there are only a few weeks left to perfect those tailgate recipes, summer isn’t over yet! Two things we’ll be making this month are Chile Rubbed Grilled Pork Chops and Bell Pepper Kabobs. Then, relax after a cookout with a cool dessert cooked on your EGG - Ice Cream Sandwiches! You can mix and match your favorite cookie flavors with ice cream flavors. Simple, yet delicious!

Big Green Egg headquarters has moved - come visit our new showroom and check out the museum and culinary center too! 3786 DeKalb Technology Parkway, Atlanta, GA 30340

CUSTOMER SUPPORT?????????????

Hey folks,
Does anybody know the secret to get Customer Support to respond to a warranty issue? I have been trying to get a warranty issue resolved since July 4th regarding broken fire rings. I need e-mail for Green egg exec's or phone numbers for exec's. Any help would be appreciated.
Keep on Grillin.
Bob

Comments

  • six_eggsix_egg Posts: 616
    I use the dealer I bought my egg from. I have a cracked fire ring also and my dealer said he would take care of it for me. I just had to email or txt him a picture.

    XLBGE, LBGE 

    Texarkana, TX

  • henapplehenapple Posts: 14,598
    Don't email... Call.
    Green egg, dead animal and alcohol. The "Boro".. TN 
  • GQuizGQuiz Posts: 685
    I texted a picture to my dealer, too. Had a new ring in two weeks. Could not have been any easier? Did you register your Egg when you bought it?

    XL BGE; Schertz TX by way of Stow OH. #egghead4life
  • CharlesmaneriCharlesmaneri Posts: 1,295
    this is the phone #770.938.9394 im sure you can get all the help you need 
    2 Large Eggs and a Mini 2 Pit Bulls and a Pork shoulder or butt nearby and 100% SICILIAN
    Long Island N.Y.
  • jaydub58jaydub58 Posts: 1,703

    Or try emailing Bruce Bohannon at:

    Bruce Bohannon@BGE

    John in the Willamette Valley of Oregon
  • jaydub58jaydub58 Posts: 1,703

    Oooops, got the email address wrong; it is":

    bruce.bohannon@biggreenegg.com ; I understand he is a very helpful guy.

    John in the Willamette Valley of Oregon
  • The Naked WhizThe Naked Whiz Posts: 7,780
    Of course, we are all curious to know what's up, lol. 
    The Naked Whiz
  • StoicDudeStoicDude Posts: 80
    Emailed BGE about a broken firebox on my Mini on July 8th. Got an autoresponse that said they d get back to me within 48hrs. Didn't hear a word.
  • BBQJDUBBBQJDUB Posts: 43
    On that note...I've had my Large BGE for about 2 months.  The lower gasket came loose during a pizza cook.  Is this something that BGE would even replace under a warranty or is it not worth the trouble?  I read somewhere that BGE would replace it with High Heat Nomex but I'm not sure if that is true or not.  I also sent an email request and got the "get back in 48 hours" response but heard nothing.  

    Thanks,

    BBQJDUB
    BBQJDUB

    Charlotte, NC
  • MickeyMickey Posts: 16,474
    Try first with your dealer. I went in and they handed me one.
    Salado TX Egg Family: 2 Large and a very well used Mini, just added a Mini Max (I'm good for now). 

  • henapplehenapple Posts: 14,598
    @mickey... Your dealer owes you...
    Green egg, dead animal and alcohol. The "Boro".. TN 
  • The Naked WhizThe Naked Whiz Posts: 7,780
    Dealers are supposed to handle warranty issues, so unless you know your dealer won't help you, you should try them first.
    The Naked Whiz
  • StoicDudeStoicDude Posts: 80
    Sounds good. Thanks guys. I ll talk to my dealer.
  • Dave in FloridaDave in Florida Posts: 846
    edited July 2013
    jaydub58 said:

    Oooops, got the email address wrong; it is":

    bruce.bohannon@biggreenegg.com ; I understand he is a very helpful guy.

    Since my dealer went out of business.  That is who I emailed pictures of my crack fire ring to.  I think it was like 3 days and he replied back how to make a warranty claim.  VERY helpful and easy to work with.
    ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

    Welcome to the Swamp.....GO GATORS!!!!
  • BOWHUNRBOWHUNR Posts: 1,471
    I went to my dealer a week ago with my receipt and a photo of the crack in the base of my large.  I got a call yesterday and was told it was coming in with their shipment this week.

    Mike

    I'm ashamed what I did for a Klondike Bar!!

    Omaha, NE
  • CAT SellerCAT Seller Posts: 205
    I emailed Bruce Bohannon this week about a cracked fire pit. I got a reply with in 24 hrs and was told to take pics and bring to the nearest bge dealer for full replacement.
    If it ain't a CAT, it's a dog!!! 2 LBGE's & BGE Backyard Chef Edition Cart
  • As to gasket warranty question, gaskets are covered for one year.  Mine went bad within a year but I did not call Atlanta office about it until like month 14 (and my egg was duly registered at purchase).  They accepted what I told them and shipped me free high heat nomex gasket.  Also, screen door on my second egg was torn, so they shipped me one of those at same time (in fact I have two large eggs registered with them and they shipped me two high heat nomex gaskets, even though I had not fried the second one and made no claim for a second one).  So, I obviously got excellent customer service as far as I am concerned.  (I did not try the dealer route because I was not sure if dealers had the high heat gaskets, but I knew from someone's post they had them in Atlanta)
  • BYS1981BYS1981 Posts: 2,060
    I would also give logitech a call about trigger caps lock key being stuck.
  • Hold on, I've got the exec's phone number in my cell phone


    _______________________________________________

    XLBGE 
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