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    Rocks bbq

    Posts: 1,707
    in EggHead Forum
    Has anyone had any luck with these guys, as far as a response regarding an order?  Ordered my stoker over a month ago. I know they've been back ordered, but it seems they keep pushing the date out. Have had no reply to any emails or calls. However, they have had my money since day 1. Anyone else???  
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    Comments

    • Posts: 12,136
      Communication has always been weak with the Stoker. Great product but poor customer service.
      Thank you,
      Darian

      Galveston Texas
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    • Posts: 13,836
      My Stoker power supply arrived without the "prongs" that snap on to allow it to plug in to the wall receptacle. I emailed them that day with pictures worried I would be waiting awhile for a response. I got a response about 3 hours later saying the prongs should have been in the PSU box and they would ship me a replacement set. About 3 days later I had them.

      That said, it took more than a month for the Stoker itself to arrive after I ordered it. I didn't bother emailing and asking when it would ship, as I'm guessing they genuinely don't know when they will receive the component they are waiting for from Asia. Communications from component suppliers is non-existent in many cases.

      All that said, they should have a form letter they send back when someone asks about back-ordered Stokers.

      They/Them
      Morgantown, PA

      XL BGE - S BGE - KJ Jr - HB Legacy - BS Pizza Oven - 30" Firepit - King Kooker Fryer -  PR72T - WSJ - BS 17" Griddle - XXL BGE  - BS SS36" Griddle - 2 Burner Gasser - Pellet Smoker
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    • Posts: 18,489
      They are very quick about charging your credit card....
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    • Posts: 12,136
      Any of the quality companies I have ordered from over the past several years would never charge my card on an out of stock item.
      I have thought about upgrading my original Stoker to the new wi-fi model but every time I have checked the site it's not in stock and I don't want to play the "pay and wait" game.
      Thank you,
      Darian

      Galveston Texas
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    • Posts: 3,494
      They are backed up about a month from my experience. A warning if you ordered Fed Ex shipping apparently they have had an issue with their account with Fed Ex and it will come via USPS. Mine sat in the postal lock box for a day because I was expecting it on my door step.
      I raise my kids, cook and golf.  When work gets in the way I'm pissed, I'm pissed off 48 weeks a year.
      Inbetween Iowa and Colorado, not close to anything remotely entertaining outside of football season. 
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    • Posts: 17,629
      Brian. I just called and they immediately answered. He said backorders are being filled so hopefully y'all will see them very soon. 
      LBGE 2013 & MM 2014
      Die Hard HUSKER & BRONCO FAN
      Flying Low & Slow in "Da Burg" FL
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    • Posts: 14,831
      Been hearing stories like these since I signed on here over 5 years ago. You would think they'd have gotten their act together in all that time. Backorders, no responses to calls or emails, but excellent response time on charging credit cards. That's partly why I bought a DigiQ. That plus I'm not the least bit interested in remote monitoring, multiple cookers or apps for charts and graphs. As I recall, the stoker was rather more expensive too. All this makes me wonder how they're still in business. Which is yet another reason I didn't buy from them. 

      I hate it when I go to the kitchen for food and all I find are ingredients!                                                                                                                                                                                                                           

      Michael 
      Central Connecticut 

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    • Posts: 2,668
      Good product, high demand = production delays. Worth the wait IMO.

       

      -SMITTY     

      from SANTA CLARA, CA

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    • Posts: 18,459
      SMITTYtheSMOKER said:
      Good product, high demand = production delays. Worth the wait IMO.
      Don't have a dog in the fight, but return a damn message....
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    • Posts: 6,262
      Stoker seems like the way to go, but I have a real big problem with poor customer service.  

      Charging the card with product on back order is a deal breaker for me.
      Phoenix 
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    • Posts: 6,412
      theyolksonyou said:
      show previous quotes
      Don't have a dog in the fight, but return a damn message....
      Agreed. Either they don't care or are overwhelmed running their business. Either way it's piss poor. I've been on the fence about a stoker. Not anymore. 
      Slumming it in Aiken, SC. 
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    • Posts: 17,629
      @Carolina Q  from what I gather they are a smaller company. They are in business because they sell a quality built product and to say customer service is lacking let's backtrack to BGE MM's hurry up and wait. Many folks "prepaid" for the MM including myself and had no earthly idea of when we would get it. **** happens with suppliers of components, parts and pieces. At least they didn't give some lame ass excuse of they were "waiting on a cardboard box to be developed". SMH...  They have answered any and every question I've ever had and I'm ecstatic with their quality and customer service. I've only spoke to two guys there and I'm guessing the're aren't that many personnel so give em a freaking break. 
      LBGE 2013 & MM 2014
      Die Hard HUSKER & BRONCO FAN
      Flying Low & Slow in "Da Burg" FL
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    • Posts: 3,494
      Was I frustrated that I ordered before the super bowl and didn't get the product until the last day in February hell yes. Am I absolutely excited and pleased with the results the product has provided, Hell Yes.
      I raise my kids, cook and golf.  When work gets in the way I'm pissed, I'm pissed off 48 weeks a year.
      Inbetween Iowa and Colorado, not close to anything remotely entertaining outside of football season. 
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    • Posts: 1,324
      @fusionhq I would say hang in there if you can.  FWIW I can attest to the fact that It's a high quality product and I'm confident you'll be very happy with it once you get it.
      LG BGE, KJ Jr, Smokin Bros. Premier 36 and Pizza Party Bollore



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    • Posts: 14,831
      NPHuskerFL said:
      @Carolina Q  from what I gather they are a smaller company. They are in business because they sell a quality built product and to say customer service is lacking let's backtrack to BGE MM's hurry up and wait. Many folks "prepaid" for the MM including myself and had no earthly idea of when we would get it. **** happens with suppliers of components, parts and pieces. At least they didn't give some lame ass excuse of they were "waiting on a cardboard box to be developed". SMH...  They have answered any and every question I've ever had and I'm ecstatic with their quality and customer service. I've only spoke to two guys there and I'm guessing the're aren't that many personnel so give em a freaking break. 
      Blake, maybe the ones who most often post about customer service are the ones who are unhappy with it. Glad you are pleased and that you're standing up for them. If my comments were off the mark, then I apologize. It's just what I have often read here. 

      Peace, bud...

      I hate it when I go to the kitchen for food and all I find are ingredients!                                                                                                                                                                                                                           

      Michael 
      Central Connecticut 

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    • Posts: 17,629
      @Carolina Q no Michael I believe you were spot on point and understandably so. I'm guessing because of this backlog their emails are crazy along with phone calls. My point was this is a techy delay which yes sucks but, will be filled. It took BGE almost 8 months to get their product out and most people NEVER received a email response and if they called and actually got a legitimate answer it was a snowjob.  I guess I'd be super pissed if I was in y'alls shoes too. But, truthfully I've nothing but positives regarding Rock's & their product. 
      LBGE 2013 & MM 2014
      Die Hard HUSKER & BRONCO FAN
      Flying Low & Slow in "Da Burg" FL
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    • Posts: 298
      I placed a order for another Stoker on 2/19/15 and I see on the order it still says "In Process" but it now says Filled on: 2015-03-02. They make a very nice unit which is definitely worth the wait.
      Gambrills,Maryland

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    • Posts: 254
      Fireman_Joe said:
      I placed a order for another Stoker on 2/19/15 and I see on the order it still says "In Process" but it now says Filled on: 2015-03-02. They make a very nice unit which is definitely worth the wait.
      My order says the same thing - Filled on 2015-03-02 but if you look at the line items there's a column that says "Shipped?" and all of my items say No.  So I don't know what that means - maybe they've received the components and are assembling now? 
      XL BGE
      Plano, TX
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    • Posts: 390
      I ordered mine today...figure I'll see it in May, maybe sooner
      LBGE and Primo XL Plano TX All right all right alllll riight
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    • Posts: 760
      Takes a long time but worth the wait IMO too. Love my stoker!

      Houston, TX - Buddy LBGE, Don SBGE, Tiny Mini & Shiny Momma Pitts n Spitts

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    • Posts: 1,938
      I don't like it when a business processes my payment weeks before shipping.
      However, in instances where the product is what I want and unavailable from other sources, I accept the terms & conditions even though I don't like it.

      Large BGE in a Sole' Gourmet Table
      Using the Black Cast Iron grill, Plate Setter,
       and a BBQ Guru temp controller.

      Medium BGE in custom modified off-road nest.
      Black Cast Iron grill, Plate Setter, and a Party-Q temp controller.

      Location: somewhere West of the Mason-Dixon Line
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    • Posts: 3,494
      If I understand how it worked when I ordered mine filled means that they have planned to build it and accepted the order. Now you are waiting for it to say completed on the first screen after you sign in to their website and shipped when you click on the order number.
      I raise my kids, cook and golf.  When work gets in the way I'm pissed, I'm pissed off 48 weeks a year.
      Inbetween Iowa and Colorado, not close to anything remotely entertaining outside of football season. 
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    • Posts: 195
      I have been doing lots of research on these. Is the Stoker that much better than CyberQ? It must be to put up with service like this. 

      LBGE - 2/12/2015

      Chesapeake, VA

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    • Posts: 298
      Yes the Stoker is better over the Cyber Q, I started with the Digi Q, then went to Cyber Q for wifi, and then went to Stoker so I can use one device to control both of my large eggs. I like the probes better and you can get different lengths to fit your needs. I am waiting on my second Stoker now so I can have one at each house.
      Gambrills,Maryland

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    • Posts: 298
      edited March 2015
      FYI: My order has now been changed from "In Process" to "Shipped" ! Tracking shows it will be here tomorrow.
      Gambrills,Maryland

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    • Posts: 3,494
      edited March 2015
      Hey that's awesome @Fireman_Joe glad to hear it. Their supply chain must be catching up.
      I raise my kids, cook and golf.  When work gets in the way I'm pissed, I'm pissed off 48 weeks a year.
      Inbetween Iowa and Colorado, not close to anything remotely entertaining outside of football season. 
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    • Posts: 18,459
      Dude, I think they lost your order. @fusionhq
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    • Posts: 2,948
      I ordered 1 for my brother on the last day of the 10% off deal....the first last day that is.  I believe it was 2/20.  Anyway, it just shipped.   Hope this helps those on the timing of their order.   
      Joe - I'm a reformed gasser-holic aka 4Runner Columbia, SC Wonderful BGE Resource Site: http://www.nakedwhiz.com/ceramicfaq.htm and http://www.nibblemethis.com/  and http://playingwithfireandsmoke.blogspot.com/2006/02/recipes.html
      What am I drinking now?   Woodford....neat
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    • Posts: 20,889
      Generally I agree no charge till delivery, however I checked out their website and they are giving 10% off till restocked.  Thats a pretty decent return for a few months wait.

      Don't tell your problems to people.  80% of people don't care and 20% are glad you have them.


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    • Posts: 2,948
      edited March 2015
      I generally experience no charge until ship. Rocks hit my CC last week.  No big deal.  If one is that concerned, cancel the order and move on.  
      Joe - I'm a reformed gasser-holic aka 4Runner Columbia, SC Wonderful BGE Resource Site: http://www.nakedwhiz.com/ceramicfaq.htm and http://www.nibblemethis.com/  and http://playingwithfireandsmoke.blogspot.com/2006/02/recipes.html
      What am I drinking now?   Woodford....neat
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