Very disappointed in BGE customer service...

Toxarch · December 2016

theyolksonyou said:

VB_egger said:

@theyolksonyou, no arguments there. I bought strictly on name recognition. No regrets. My next two purchases were of a different brand, no regrets there either.

What i will say is the company needs to look at some things if they want to stay relevant for the long term. Check a KJ forum and see how many of their consumers are using BGE products, having over/under bite issues, complaining about customer service, quality or price of accessories.

What do you mean I am unhappy with available product? What exactly are you saying?

Obviously, you're not happy with a stock BGE. That's what I mean.

Our division President tells us all the time, "customers vote with their wallet." If enough people do their research and vote with their wallet, BGE will be forced to innovate. Simple as that.

BTW, I have two hi que fire grates, two woos/AR and two SW caps. Have rutlands still in the box, but other than the fire grates, I'd be fine.

And how do people do their research? One way is to search for threads like this of user's that experience bad customer service.
Make one customer happy and they might tell a few people. Make one customer unhappy and they will tell everyone who will listen.

NPHuskerFL · December 2016

I've got a flat tire. Anybody have the number for the warranty claim department number for Goodyear Corp?

Handle problems at the lowest level possible. Agree you should've at a minimum received a courtesy email or phone call.
FWIW I've only needed to get the MS involved 2x...both involved the MM. They handled it appropriately and swiftly.

pgprescott · December 2016

NPHuskerFL said:

I've got a flat tire. Anybody have the number for the warranty claim department number for Goodyear Corp? Handle problems at the lowest level possible. Agree you should've at a minimum received a courtesy email or phone call.
FWIW I've only needed to get the MS involved 2x...both involved the MM. They handled it appropriately and swiftly.

Blake, I wasn't able to find his cell #, sorry! Try 411.

pgprescott · December 2016

On a serious note, we have been BGE dealers for over 15 years and have never had a single warranty claim denied. Keep in mind, I'm quite certain there were a few that were not legit. They honor them anyway. Great company! That's why they have a cult following and brand recognition. This story is an aberration.

The_Stache · December 2016

I must be missing something here... I've owned my first egg for 20 years or so. During that time I've had 2 fireboxes, 3 rings and 2 or 3 grates replaced without issue. I simply take a photo or the actual piece to my dealer who quickly just takes care of it.

I've seen a NUMBER of requests for @Gravytrain84 to explain why either the dealer is not providing these replacements or why @Gravytrain84 has not been in touch with the dealer.

All I hear of that question is .."Chirp chirp chirp" (The sound of crickets)

WTFO?

ckali7 · December 2016

Always responsive and always helpful for me! Bruce is a great guy!

Dave in Florida · December 2016

My experience has been, I don't have a dealer. They went out of business. I don't have the original receipt. Lost it moving to another house. But I did register my eggs online. Had several items crack. Took pictures and emailed Bruce. Within a day or two, got an email back saying eggs were registered and warranty covered. Since I had no dealer I could pay for shipping, try to get another dealer to order the items or stop by the MS? I was going by Atlanta the following month and stopped to see what the MS was all about. Walked in, explained to the guy at the register was I was there for. Couple of computer inputs and she says they will have the items on the loading dock to load into my vehicle whenever I am ready.

ckali7 · December 2016

FYI, I just pinged the mothership (warranty Dept) with a quick email and they responded to me in less than 5 minutes. So their lines are definitely open. They're aware of this thread...
Again, Bruce's email is:
b.bohannon@biggreenegg.com

OhioEgger · December 2016

By coincidence, I noticed my firebox was badly cracked a little over a month ago. Went in to my local dealer where I bought it and filled out a little replacement form. Emailed photos of the cracked firebox. They didn't have a spare in stock, and I wasn't in a hurry, so I said it would be OK to get one from their next shipment.

Several weeks later, I happened to be in the area and stopped in to ask about the replacement. They still had not received it, but they gave me one out of one of their stock Eggs. No problem at all.

Honestly, it never even occurred to me to contact the mothership instead of the place I bought the Egg.

Hotch · December 2016

I can honestly say that with years of BGE ownership I have had nothing but excellent customer service from both The Mother Ship and at the Dealer/Distributor levels.

Image: http://www.bbq-brethren.com/forum/images/smilies/first.gif

joeybrown105 · December 2016

You'll have to color me a little bit shocked here, I've always had and heard that BGE customer service is top notch

Ladeback69 · December 2016

I have had 6 or 7 warranty claims over the last 3 years and I have always gone back to my dealer on them. They were all taken care of in a quick manner and I usually had my replacement part back at the most 2 weeks.

As for changing out parts on the egg for aftermarket items that I have done as well with my vehicles and didn't expect the auto dealer to supply them with the original cost of the vehicle. The Egg will cook just fine with out a SmokeWare SS cap, KAB, AR or anything else. These items improve the performance IMO just like putting a K&N air filter, different tires, spark plugs or what ever you want to add to you vehicle. Now it would be nice if a dealer that sells all the aftermarket items would put that into a package when you buy and egg, but I don't know if that will happen. By the way I am cooking with out much of a gasket right now and have been for some time. I am not going to replace it unless the performance of my XL goes down.

I looked at the KJ, but the dealers in town were not willing to work with me on price and I got a better deal on the BGE. That's why it is good to have a good dealer. My dealer became a premier dealer in town this year. That means when you do a search for BGE in KC his dealership will be on top and BGE thinks very highly of them.

Lit · December 2016

ckali7 said:

FYI, I just pinged the mothership (warranty Dept) with a quick email and they responded to me in less than 5 minutes. So their lines are definitely open. They're aware of this thread...
Again, Bruce's email is:
b.bohannon@biggreenegg.com

His email has changed I believe that is his old email. It's just bruce@biggreenegg now I believe.

ChrisSonn23 · December 2016

I agree with most the posts here. We are a dealer as well and have nothing but great things to say about their warranty process. Any issue at all, they take care of it. Usually we just rob the broken piece from a display unit so the customer can leave with the piece they need. Can't say all dealers act they way we do, but we like to take care of any of our customers problems.

onedbguru · December 2016

When I had a cracked fire ring, I went to the dealer. After more than a month of wrangling with them, I "complained" about the dealer - not the mothership - to warranty@biggreenegg.com. It took ~3 days to get a response back, however, I did send it on a Friday. Within a week, I had a shiny new fire ring.

This time of year, I give everyone a bit of slack in my expectations for response as a LOT of people take vacations (well deserved in most cases). (Especially since it seems that the warranty dept is a team of Bruce - could be wrong on that).

Thanks Bruce!!

caliking · December 2016

I guess I'll pile on as well... To reiterate what a good dealer can do for you.

A year or something ago, I realized my LBGE base had cracked. Called the dealer. They asked for a picture and copy of the receipt to be emailed to them . All of my egg receipts are scanned . Picked up my new base later that afternoon.

5 mins on the phone, 20 min drive to the dealer. 10 mins tops in the store then back home. Pretty painless.

Gravytrain84 · December 2016

The_Stache said:

I must be missing something here... I've owned my first egg for 20 years or so. During that time I've had 2 fireboxes, 3 rings and 2 or 3 grates replaced without issue. I simply take a photo or the actual piece to my dealer who quickly just takes care of it.

I've seen a NUMBER of requests for @Gravytrain84 to explain why either the dealer is not providing these replacements or why @Gravytrain84 has not been in touch with the dealer.

All I hear of that question is .."Chirp chirp chirp" (The sound of crickets)

WTFO?

Sorry been busy all day. I will be in touch with my local as soon as I get a chance... it still doesn't make it right that BGE ignored my emails and calls..

Fyi, I received an email from Bruce today and all will be made good like I figured it would.. but them not responding to customers for a month is still disappointing. If you can't see that then.. well I'm sorry lol. I guess I hold higher standards than you do.

theyolksonyou · December 2016

Glad it worked out for you.

I only posted that because I sound like Morgan Freeman when type.

Gravytrain84 · December 2016

Hahah thanks

Skiddymarker · December 2016

Did I miss it? Did you call your dealer? (That would be the place where you bought the egg)

i have never heard of anyone having an issue when working thru a dealer, there may be some, just never heard of any problems.

EggHead_Bubba · December 2016

I've had about 3 or 4 warranty claims. Called my dealer, emailed them a picture and then either picked up that part or they ordered it for their next delivery. The only thing I have had to pay is $10 for shipping. Very satisfied with the warranty and the service I get on claims dealing directly with my dealer.

DoubleEgger · December 2016

Never an issue with warranty. I go to the mothership because it's only a half hour away. They've taken care of me in less than 5 minutes every time.

The_Stache · December 2016

Skiddymarker said:

Did I miss it? Did you call your dealer? (That would be the place where you bought the egg)

i have never heard of anyone having an issue when working thru a dealer, there may be some, just never heard of any problems.

It appears that @Gravytrain84 is as unresponsive to this question as his claims of responsiveness from the Mothership... hmmmm...

bigbadben · December 2016

EggHead_Bubba said:

I've had about 3 or 4 warranty claims. Called my dealer, emailed them a picture and then either picked up that part or they ordered it for their next delivery. The only thing I have had to pay is $10 for shipping. Very satisfied with the warranty and the service I get on claims dealing directly with my dealer.

Should you have to pay anything on a warranty replacement?

JustineCaseyFeldown · December 2016

The_Stache said:

Skiddymarker said:

Did I miss it? Did you call your dealer? (That would be the place where you bought the egg)

i have never heard of anyone having an issue when working thru a dealer, there may be some, just never heard of any problems.

It appears that @Gravytrain84 is as unresponsive to this question as his claims of responsiveness from the Mothership... hmmmm...

he replied directly to you.

Eggcelsior · December 2016

bigbadben said:

EggHead_Bubba said:

I've had about 3 or 4 warranty claims. Called my dealer, emailed them a picture and then either picked up that part or they ordered it for their next delivery. The only thing I have had to pay is $10 for shipping. Very satisfied with the warranty and the service I get on claims dealing directly with my dealer.

Should you have to pay anything on a warranty replacement?

If you wanted shipped separate, depends. Some dealers will and others just get it on the next shipment so they don't charge you. I would guess that small-volume dealers are more likely to charge than large-volume ones.

Gravytrain84 · December 2016

The_Stache said:

Skiddymarker said:

Did I miss it? Did you call your dealer? (That would be the place where you bought the egg)

i have never heard of anyone having an issue when working thru a dealer, there may be some, just never heard of any problems.

It appears that @Gravytrain84 is as unresponsive to this question as his claims of responsiveness from the Mothership... hmmmm...

Open your eyes, boss. I responded to you directly.

The_Stache · December 2016

Gravytrain84 said:

The_Stache said:

Skiddymarker said:

Did I miss it? Did you call your dealer? (That would be the place where you bought the egg)

i have never heard of anyone having an issue when working thru a dealer, there may be some, just never heard of any problems.

It appears that @Gravytrain84 is as unresponsive to this question as his claims of responsiveness from the Mothership... hmmmm...

Open your eyes, boss. I responded to you directly.

You did indeed, my apologies! (Pulling head out of A$$, Where's that shot down in flames emogicon?)

Ozzie_Isaac · December 2016

Glad it got taken care of. I agree, waiting for a reply is always annoying. Luckily, with BGE you know things WILL get resolved.

Gravytrain84 · December 2016

Appreciate the help, fellas.

Very disappointed in BGE customer service...

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