This was sent to BGE USA and BGE Canada
I am writting you this e-mail because I'm currently disapointed with the current service I'm getting with either purchasing accessories or with a warranty claim for my Big Green Egg. I'm a resident of Laval, Quebec and I can't understand why it takes more than a month in order to receive a Cast Iron grid with a grid extender for my Large egg (BTW I'm still waiting for it). My dealer also submitted a claim for a Nomex gasket more than a month ago (My original gastket had to be replaced after 2 weeks of < 300F cook) and we are still waiting for the replacement. After talking with my dealer, I understand that the current Quebec distributor doesn't stock any BGE parts / accessories anymore and every order has to go throught a tideous process which results in way too long delays. I would also like to add that I have nothing bad to say about my dealer, the service I'm getting from them so far is good. As a comparison, I also own a Napoleon grill and believe me the support I'm getting with them is by far supperior. After browsing the community forum I came to the conclusion that the service in the US is a lot better with many great comments about it so I'm thinking that it is a local issue.
As additional information I want to share the content of my inital purchase :
LHD Big Green Egg Large
V5TC Ventilated cover
V5VCA Ventilated cover
BS14 (BSL)Pizza stone
PS14 (PSL)Plate setter
HMRGL Half Moon Raised Grid for Large EGG, includes Drip Pan
3TIER 3-Tier Grill Extender
2LFR2" Fire Ring
I got tired of waiting for the 3Tier and 2LFR, which I replaced for the 18CI cast iron grid and GX grid extender. It took 3 weeks in order to receive the egg. I had to wait 1 month in order to receive the HMRGL and now, more than 2 months after my initial purchase, I'm still waiting for the 18CI and GX.
The goal of this short e-mail is not to be negative but to let you know that things aren't working quite well in my area and I think that the current proccess needs to be revisited. I wanted to make sure that you are aware of the current situation and sincerely hope that this e-mail will have a positive impact on the current process. I would like to add that I really like my egg and especially the extraordinary community that comes with it (www.eggheadforum.com). I would not hesitate to recommend your product but as of right now I would still warn them of the "not up to par" service that comes with this expensive product.
Please do not hesitate to contact me back if you require further information,
CC : www.eggheadforum.com