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Thermapen Customer Service

Well Thermapen stopped working at dinner. Called at 6pm eastern and someone answered in 2 rings. Sent me to customer support. Will look at if send it in. Free fix or replacement as long as I did not abuse it. If did $25 to replace. Great service so far.

Comments

  • NPHuskerFLNPHuskerFL Posts: 16,463
    Good to hear this as I have one. And knock on smoking hardwood haven't had a problem. But, it's always nice to hear of exceptional customer service. ;-)
    LBGE 2013 & MM 2014
    Die Hard HUSKER & BRONCO FAN
    Flying Low & Slow in "Da Burg" FL
  • travisstricktravisstrick Posts: 5,001
    I had one and did abuse it and told them so. They sent me a new one for $18.
    Be careful, man! I've got a beverage here.
  • johnkitchensjohnkitchens Posts: 5,017
    That is great customer service. So refreshing to hear it. So many companies don't seem to take care of their customers anymore. 

    Louisville, GA - 2 Large BGE's
  • SGHSGH Posts: 23,610
    They are top notch folks that stand behind their top notch products. I actually had one of their reps tell me that they really try to accommodate eggers. When I asked why the response was that Thermopen gets huge free promotion and publicity by eggers. Made sense to me. I have had only great service from them.

    Location- Just "this side" of Biloxi, Ms.

    Status- Standing by.

    Arsenal-Just a small wore out and broken down Weber kettle. No other means to cook at all.
    Virtus Junxit Mors Non Separabit
    The greatest barrier against all wisdom, the stronghold against knowledge itself, is the single thought in ones mind, that they already have it all figured out. 
  • fruitguyfruitguy Posts: 258
    Was pleasantly surprised. Nice when you buy a great product and they stand behind it.
  • ads75ads75 Posts: 391
    That sounds great. Awesome that you can replace for $25 if "abused". So many companies seem to find a reason to charge again if possible these days.

    @travisstrick How do you abuse one of these? Leave out in the weather? Check temps of everything in arms distance? Just curious. Although for $18, ok, I'd pay for another one I felt I got my money out of.
    Large BGE, Mini BGE
    Morgantown, PA
  • travisstricktravisstrick Posts: 5,001
    Left out in Texas weather many many times and dropped in 400 degree oil. It worked for months after that but eventually gave up.
    Be careful, man! I've got a beverage here.
  • CanuggheadCanugghead Posts: 5,999
    Few years ago my first Thermapen died out of warranty, they replaced it free of charge anyway.  I used the money saved to buy my 2nd one ... don't want to be caught without one again!
    canuckland
  • EggcelsiorEggcelsior Posts: 13,845
    I should give them a call. Mine is slow to display the screen when opening. No idea why.
  • TerrebanditTerrebandit Posts: 1,693
    Mine doesn't read in tenths of a degree like they show in the photos. Only reads in whole digits.
    Dave - Austin, TX
  • nolaeggheadnolaegghead Posts: 24,550
    Left out in Texas weather many many times and dropped in 400 degree oil. It worked for months after that but eventually gave up.
    I think 400F is within design parameters.
    ______________________________________________
    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 

  • DMWDMW Posts: 11,115

    Mine doesn't read in tenths of a degree like they show in the photos. Only reads in whole digits.

    There are DIP switches you can use to choose if you want that. I don't recall if there are in the battery compartment or where.
    My Facebook Page where I document my cooking
    Morgantown, PA

    XL BGE - S BGE - KJ Jr - HB Legacy - BS Pizza Oven - 30" Firepit - King Kooker Fryer -  PR72T - 18.5" WSM - Gasser - WSJ - BS 17" Griddle - XXL BGE
  • EggcelsiorEggcelsior Posts: 13,845
    DMW said:

    Mine doesn't read in tenths of a degree like they show in the photos. Only reads in whole digits.

    There are DIP switches you can use to choose if you want that. I don't recall if there are in the battery compartment or where.
    They're in that compartment. F or C and tenths.
  • calikingcaliking Posts: 9,906



    Left out in Texas weather many many times and dropped in 400 degree oil. It worked for months after that but eventually gave up.

    I think 400F is within design parameters.


    I'm not so sure. The tip/probe likely is, but I don't think the body is.

    I was baking a boule in the egg last weekend and used the thermapen through the top vent to see if the bread was done. Dome temp was about 375F. Nearly burned my hand holding the thermapen through the top like that. Came back inside and the thermapen body/case was really warm and the temp was reading 100F+ indoors. Put it in the fridge to cool the body down and it returned to functioning normally.

    #1 LBGE December 2012 • #2 SBGE February  2013 • #3 Mini May 2013
    A happy BGE family in Houston, TX.
  • nolaeggheadnolaegghead Posts: 24,550
    @caliking - I was kidding.  I can't believe it still worked after that.
    ______________________________________________
    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 

  • calikingcaliking Posts: 9,906
    neither did I! Taught me a lesson though.

    #1 LBGE December 2012 • #2 SBGE February  2013 • #3 Mini May 2013
    A happy BGE family in Houston, TX.
  • HelmetHelmet Posts: 162
    Not to threadjack, but speaking of companies that stand by their products - SimpleHuman, the company that makes those expensive trash cans you find in Bed Bath and whatever. I had mine for about 10 years and went to step on the foot piece to raise the lid and it heard a "snap", so i flip it over and sure enough the "rocker piece" on the bottom that leverages the top open had split in half. So I emailed them and asked if I could purchase a replacement one and they emailed me back within about 30 minutes and said "We apologize that you had an issue with your trash can. We stand by our products 100% and we've actually recently re-designed that piece out of metal instead of plastic, may we please have your address so that we can ship you a replacement?". That was it. They didn't ask how old it was, nothing. I was very impressed and thought I'd share.
    Medium BGE, Weber Q120 (The traveller)
    "I claim artistic license, it has a good beat, I can dance to it"
  • fruitguyfruitguy Posts: 258
    Just received a call.

    Free replacement, sending it out today.

    Great company
  • The were good to me too, replacing a probe for free, no questions asked.


    1 LBGE in Chapel Hill, NC - Go Heels!
  • SmokeyPittSmokeyPitt Posts: 9,712
    I should give them a call. Mine is slow to display the screen when opening. No idea why.
    Mine is too.  I have to fidget with mine almost every time (open it a little more, open all the way then close it a little, etc).  I think the switch that is built into the swivel mechanism must be going bad.  


    Which came first the chicken or the egg?  I egged the chicken and then I ate his leg. 

  • nolaeggheadnolaegghead Posts: 24,550
    take it apart and squirt some deoxit on the switch.  This stuff works miracles.

    image
    ______________________________________________
    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 

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