Big Green Lemon

robla103 · June 2016

A few days before Memorial Day I discovered a nice big crack in my firebox rendering it useless. Good thing I kept my old weber kettle for a backup grill because it totally saved my Memorial day Cookout.

I bought my egg from a authorized dealer back in 2012, and I can not find my receipt for the life of me. The authorized dealer was bought out in 2014 by a new authorized green egg dealer, but the new company threw away all of the old companies records and is unwilling to support my issue.

I emailed Green Egg last week and I have not received any correspondence. I called the customer support and warranty phone numbers during business hours and it rings off the hook, and then it says operators mailbox is full and says to leave a message.

Is this how Green Egg does business with customers these days or what? Does anyone have any suggestions?

tarheelmatt · June 2016

Need to get a hold of Bruce and tell them their names and ask is this how BGE wants to conduct business.

Go to Twitter or Facebook, someone will have that resolved.

Biggreenpharmacist · June 2016

If you registered your egg I'm sure you will be taken care of. I'm kinda curious how your firebox cracked so that you couldnt still use it. Not doubting you, just wondering.

beteez · June 2016

Had a fire box in 3 pieces & it worked fine

DaveRichardson · June 2016

Call again. Do whatever you can to get a human. They will escalate. It will be handled.

tonyled · June 2016

i have had no response from anyone at bge hq on an issue/question i had and this is going on two months.

they could learn a LOT from kamado joe's customer service

tarheelmatt · June 2016

I'm telling you, go to social media, someone will reply within 30 mins with a number to call or a private message.

The Cen-Tex Smoker · June 2016

Or just pick up the phone and call Bruce at BGE. He does not answer emails. Both my fire boxes and rings have been cracked for over a year. I still use them 3x a week.

And find another dealer if you have one close.

tarheelmatt · June 2016

^^ That works too! His number is floating around somewhere.

Darby_Crenshaw · June 2016

A crack in a firebox doesn't render it useless.

Quit crying and light the thing.

NPHuskerFL · June 2016

My FB has been cracked for well over a year. Doggone now it's rendered useless. Really?
Contact Bruce. Nancy Boy

FATC1TY · June 2016

The Cen-Tex Smoker said:

Or just pick up the phone and call Bruce at BGE. He does not answer emails. Both my fire boxes and rings have been cracked for over a year. I still use them 3x a week.

And find another dealer if you have one close.

It's 2016.. If Bruce is so dang good at customer service, email is required.. no offense.

I get the OP's ire. I tried to go direct for an issue, and I LIVE less than 40 min from the HQ's.. Couldn't get an e-mail, or a phone reply from ANYONE at Big Green Egg.

Thankful my dealer was able to take care of me. Slowly.. and surely..

FATC1TY · June 2016

OP.. try different numbers at the HQ's.. beyond that.. call another dealer. They can all help you, it's a matter of how willing they want to be.

RRP · June 2016

oh for us who pine for the "old days"...way back in '06 the band on my small broke in an unconventional way. I called Hotlanta and who did I get? Ed Fisher himself! He shipped me a replacement that very day for no charge! Yes, THAT was customer service on steroids!

The Cen-Tex Smoker · June 2016

I agree that they should answer emails. But they don't. We can complain about what they don't do or just do what they respond to. I have never heard of anyone not getting service from Bruce when the claim was legit...or even when a dog was chained to their egg in a storm and git pulled over. Could they be more responsive? Sure. But the fact remains that it has a lifetime warranty and it will get handled. I'm way more disappointed in the POS dealer than BGE.

FATC1TY · June 2016

Indeed.. I think if BGE authorizes a dealer, they've vetted them and told them how to deal with the purchase, and care of a customer.

You pay a premium and expect premium service, and the dealers are at the front lines.

But to have a full voice mail, and not answer emails.. but you have to sign up for facebook and twitter, and put them on blast.. a bit of a stretch in both odd directions.

Perhaps a reason BGE is sliding a bit, and other companies like KJ are nipping at their heels. I've had good luck in the past, and currently, slowly, working on getting my base replaced after a large crack appeared on the bottom of it. I'm sure I'll be waiting a while...

Jstroke · June 2016

I am just going to put it out there--- it could be with a holiday week and the start of summer they have more calls and less people to resolve this. Let's put it another way. Bruce handles all warranties---maybe he is on vacation. I know we live in the world of instantaneous gratification but ---A, you can cook on a cracked fire ring just so you are aware. B---it will be resolved. Just not tonight. It's a slightly offbeat problem to have a dealer go out of business and then you have a warrenty claim. Patience grasshopper---wax on, wax off

blasting · June 2016

BGE should hire some people from Thermoworks.

I know things eventually get handled, but it should have to be taken public.

I called vitamix last week. Never registered. Guy (real person) took the serial number and told me a new canister would be sent out. I didn't even get put on hold.

Ozzie_Isaac · June 2016

@robla103 at least you got signed up on the forum. Thats half the battle

NPHuskerFL · June 2016

Improvements can always be made. Period. And all kidding aside I understand @robla103 angst toward BGE's customer service. I have yet to have the need to contact them by email, call or send a message via pigeon carrier. Then again I have 4-7 dealers within a 4 county span. I prefer to address and handle minor issues at the lowest level possible.

n8er · June 2016

I'm currently waiting on a email response as well. Mine isn't an emergency yet, but I'd call the Mothership if it was.

Biggreenpharmacist · June 2016

Call me cynical, but I see a post ridiculing the egg and propping up a webber kettle to save the day, makes me wonder if the weber boys over at the brethren aint sent out a troll to the egghead forum they seem to despise just to stir up a dust-up.

Tony_T · June 2016

And a note to all new Eggers, Save your receipt!

yogi84 · June 2016

Bruce took care of me...via E-mail just saying... he is awesome ....since I have a **** dealer that wouldn't do a damn thing

JMCXL · June 2016

Bruce seems like a Ninja!

KiterTodd · June 2016

You've had the egg for 4 years, found a crack in a part that does not render the egg useless, and are calling the product a lemon? That makes no sense.

Sorry about the issue with your dealer, but you having troubles with them doesn't make the product a Lemon.

Bad choice of subject title, but glad you found the forum. The guys here will help you out.

DMW · June 2016

RajunCajun · June 2016

Crack is whack!

SkinnyV · June 2016

drama is whack.

Ozzie_Isaac · June 2016

When life gives you lemons ......

The Cen-Tex Smoker · June 2016

KiterTodd said:

You've had the egg for 4 years, found a crack in a part that does not render the egg useless, and are calling the product a lemon? That makes no sense.

Sorry about the issue with your dealer, but you having troubles with them doesn't make the product a Lemon.

Bad choice of subject title, but glad you found the forum. The guys here will help you out.

Ha. Didn't even notice it was a 4 year old egg. Mine crack within a year or so of when I finally decide to replace them. Both boxes and rings are broken now and have been for a while. Nobody told me they were rendered useless so I just keep cooking on them.

Big Green Lemon

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