Warranty Claim

Smokey Dad

I recently removed my large BGE from it's cypress table and flipped it over to clean out remaining ash.  I was going to inspect the table further to see if it was worthwhile refinishing.  After I flipped the Egg over I noticed a crack covering the entire base of the Egg.  I bought my Large BGE about 10 years ago from a dealer in western Mass that is no longer in business.  The Egg has not been removed from the table since it was placed there probably 8 years ago.  Since the original dealer was no longer in business I emailed BGE headquarters directly with photos of cracked Egg.  I received a response from headquarters two days later that indicated I was approved for a warranty claim on the Egg base and that I show this email with photos to a local dealer who will bring in replacement parts on an incoming Egg order.  I went onto the BGE website to locate nearest dealer and Fireside Designs of West Springfield, MA comes up as the nearest "gold" dealer.  So I go to that dealer with the email in hand and as I walk into store I inform them that I have a warranty claim on a BGE.  The dealer says "Why did you come here, there are plenty of other Egg dealers you can see?"  Well that was really welcoming I thought!!   He also told me that this was the first he heard of this and he never saw any email...again very rude!.  I went on to explain the former dealer is out of business and I looked up on internet for another dealer.  I had no idea getting warranty claim resolved would be such a rude process.  I showed him email and he then explains that it will probably take 2-3 months to get parts in.  I'm going to wait until we get several claims together before I place an order.  Ok, I thought, it's December in Massachusetts and I realize not many people cook outdoors year round.  I decided to visit another "silver" dealer - Rocky's Ace Hardware who I recalled just recently began selling BGEs.  They were unsure initially how warranty process worked but were very friendly and accommodating.  They looked into it further and called me back the same day later that evening for a little more information and indicated parts would be shipped to their store within a few days.  Wonderful, looks like the "gold" dealer could use some customer service training from the "silver" dealer.  Anyone else feel like they were getting harassed when they have a warranty claim?       

Thatgrimguy

I'm dealing with the same issue. I have reciepts and everything but my dealer I bought from is out of business. The new dealer is a complete jerk and won't process my warranty. I have called the mothership and they told me to go to them now and they will do it. I submitted my pictures and copies of my reciept to the dealer again and can get no response after a month.. 

Horrible dealer service now that my reputable dealer quit selling Green Eggs. (My area is cheap and they were selling 4 to 1 kamado joe so they just quit selling eggs)

stlcharcoal

It all depends on the dealer.  Some refuse to honor warranty claims if you bought it somewhere else......which is complete BS, but hey it's their business.  If they want to lose you as a customer forever, so be it.

It's not like it costs them anything--it just goes on the truck with the rest of their order.  Doesn't show up on their invoice.  They just have to forward an email and pic to the distributor to get approval.  The distributor is the one approves the claim.

I don't think any dealer should be mandated to provide service if they don't want to.  It's not a franchise deal and they're not getting reimbursed for their time/service.  Doesn't look good on the brand though.

fishlessman

its just bad newengland dealers, everyone up here has had problems to the point that years ago bge told me to mail order my egg and from were to order it. first cracked egg i had an email like you, turned into an argument at the dealer, they wouldnt budge till i mentioned the could just call the contact info on the email, bruce at bge could set things straight second time i located the distributor and asked where the next delivery was going, was a simple pickup at a dealer that did not know what was going on

Smokey Dad

Definitely lost a potential future customer and no there aren't that many Green Egg dealers in this area as this guy seemed to think.  I wouldn't go back there for anything, Green Egg or otherwise! 

Davec433

Dealer I worked with had no issues accommodating my replacement base. Since my egg was unused at the time they replaced the entire egg and it was assembled which was nice. But I agree with @stlcharcoal that by no means does another store have to accommodate your warranty claim just a shame they were so rude since I bet you'd probably bought something from them since you were there.

milesvdustin

I had a similar issue, but i moved out of state and had to get warranty service. My local dealer Firemasters in Carterville IL are top notch. Showed them a cell phone pic, bad a new base and dome and firebox in a week. 

Ozzie_Isaac

What does the Mothership do if no dealer will help?  I have 2 great dealers nearby so this was never a situation I considered.

J-dubya

       My MA dealer, Curry ace hardware in Hanover, has been excellent (knock on wood). Handled a simple warranty claim (cracked fire grate), very fast. Staff is super friendly. 

Smokey Dad

The original dealer I bought it from was great and friendly and also completed a previous simple warranty claim with ease.  Unfortunately, she likely became the victim of the poor economy after 2008.  I guess I was surprised at this current dealer's poor attitude.

SmokeLife

It should be a non issue. All it takes is filling out a form and sending a picture. And a dealer earns a new customer...

Mikee

After about 7-8 years my firebox broke; been cracked for several years just not broken. Called my dealer; they had 3 locations and now only have two. The one I bought it from is the one they closed. They had no record of the sale. Thankfully I bought an Egg from them last year for a Christmas gift to my daughter. All they wanted was a picture and said they would process the warranty claim. The fire box was still usable and I figured it would be a couple of weeks at least. Got a call 2 days later the firebox was in. I was told that their orders and warranty orders are different. Warranty orders are processed and delivered as separate shipments.

YukonRon

My dealer has been top notch. No worries , excellent service, I am a lifelong customer to them for that reason.

Jeepster47

Within two weeks the thermometer on my egg fogged up.  Did the necessary research here to understand that it wasn't an uncommon occurrence and that I could drill a small hole in the outer edge to keep it clear.  Mentioned the problem to my dealer - didn't ask for warranty, simple mentioned it - and he reached around behind him, grabbed a new thermometer off the shelf, handed it to me, and said "bring the damaged one back when you get a chance."  Like @YukonRon 's dealer, I became a lifelong customer of his right there and then.

Lit

It sucks to hear how different some people's experiences are. I live close enough that I just drive to the mothership and they hand you a new one on the spot with just a picture. They don't even ask for a receipt but that may be because I am in their system not sure. The guys that work there have always been great also they seem to like working there. Roswell hardware will also hand you a new part without waiting but I like to check out the mothership every so often.

fishlessman

Lit said:

It sucks to hear how different some people's experiences are. I live close enough that I just drive to the mothership and they hand you a new one on the spot with just a picture. They don't even ask for a receipt but that may be because I am in their system not sure. The guys that work there have always been great also they seem to like working there. Roswell hardware will also hand you a new part without waiting but I like to check out the mothership every so often.

some of it is business perspective, a dealer up here wants his last bge grill sold and out the door by labor day and doesnt want to hold onto that inventory for the next 8 unproductive months of selling grills. that grill takes up space for shovels and snow blowers if store is even open. as for being open, the pool places that sell grills on the side are shut down or its just a one man shop, the next bge delivery going there is a couple seasons away