Warranty parts....

dougcrann

How many folks on here have had to use the warranty? Out of those of us that have had to, how many have had to pay the freight? What about the broken parts, did your dealer demand that you turn them in. My dealer is being an azzhat....

RRP

At least 3 fireboxes over 16 years. First two replacements were just handed to me when I walked to report them and walked out with replacements in hand! No picture, no broken box, no nothing...just my word! The last onethey did request a picture because their distributer required it for a claim. Otherwise I still walked out with a replacement in hand and THEN took a picture and emailed it. I have seen my dealer's inventory of replacement parts and I am impressed. Gotta suggest you might ask your dealer in a friendly way "may I see your replacement inventory"

Legume

Firebox, grate, fire ring and base.  Emailed pics to dealer, picked up new parts about a week later.

SGH

I haven't had to replace much (mini fire ring and fire box and large plate setter). BGE was more than accommodating. I have zero complaints. No shipping, no turned in broken parts. BGE did ask me to email pics. Hey, that's to be expected in my book. Their warranty and service is top notch in my book.  

Mattman3969

I've had one base replaced. Walked in with a pic and out with a new base but my dealer wanted the broken base back the next time it was convenient for me. He had it within a couple of days.  No worries because I had no use for the broken part. 
 On a side note just curious as to why people file a claim and don't go ahead a use the new part.  The warranty also covers the new part as well 

pgprescott

This is our protocol too Doug, but I'm sure different distributors have different protocols. Most dealer won't have any replacement inventory. 

The Cen-Tex Smoker

dougcrann said:

How many folks on here have had to use the warranty? Out of those of us that have had to, how many have had to pay the freight? What about the broken parts, did your dealer demand that you turn them in. My dealer is being an azzhat....

Never paid freight and never had to turn in the old parts. Still have my old base as a pepper garden. I had to send pics. That was it. 

dougcrann

Dealer is just being a di#k

The Cen-Tex Smoker

The Cen-Tex Smoker said:

dougcrann said:

How many folks on here have had to use the warranty? Out of those of us that have had to, how many have had to pay the freight? What about the broken parts, did your dealer demand that you turn them in. My dealer is being an azzhat....

Never paid freight and never had to turn in the old parts. Still have my old base as a pepper garden. I had to send pics. That was it. 

My dealer brought my base in on his next shipment so I didn't have to pay freight. He's high volume so it was like a week or something like that. This wasn't even the dealer I bought that egg from. I moved close to him and he handled it no prob. I've bought 4 eggs from him now do I don't get any flack when I walk in. 

Ive heard some other dealers that don't have shipments coming in as often do charge freight for replacement parts which makes sense- the dealer shouldn't have to eat it either. It's a BGE warranty so that is on them. but I can say it sure is nice to be able to piggy back on to their stock orders. Especially on something large like a base. 

pgprescott

The Cen-Tex Smoker said:

The Cen-Tex Smoker said:

dougcrann said:

How many folks on here have had to use the warranty? Out of those of us that have had to, how many have had to pay the freight? What about the broken parts, did your dealer demand that you turn them in. My dealer is being an azzhat....

Never paid freight and never had to turn in the old parts. Still have my old base as a pepper garden. I had to send pics. That was it. 

My dealer brought my base in on his next shipment so I didn't have to pay freight. He's high volume so it was like a week or something like that. This wasn't even the dealer I bought that egg from. I moved close to him and he handled it no prob. I've bought 4 eggs from him now do I don't get any flack when I walk in. 

Ive heard some other dealers that don't have shipments coming in as often do charge freight for replacement parts which makes sense- the dealer shouldn't have to eat it either. It's a BGE warranty so that is on them. but I can say it sure is nice to be able to piggy back on to their stock orders. Especially on something large like a base. 

Spot on. 

dougcrann

Not saying the dealer should eat the freight. The way this has worked in the past...I send dealer a picture...dealer forwards in onto the distributor.  When there is a pallet ready to be shipped warranty part is included. What happened this time....sent picture in...verified dealer received it....keep in mind that this was a warranty fire ring that I had in my possession for a couple of months....when I cut the box open it was busted. Anyhow....was told that the distributor wants it back. I stopped by on Monday to drop it off....was told my replacement would be here Thursday....5 minutes later I get an email stating it wouldn't be. Gut feeling is they never ordered it. Contacted Duane at BGE today, sent him a picture and details about it. Sent dealer and email telling them I was very displeased...got a rather obnoxious email from the dealer....then an apology...can't help but wonder what that was about...there is another dealer just a mile down the road. Talked to Duane about using them to take care of this. He told me he would be contacting the Distributor and dealer...and would get back to me. He also told me if I want to use the other dealer I would need to talk to them so they could talk to the distributor...

Ladeback69

I am on my third fire box, second lump grate and second Plate Setter.  I have just recently asked for the lump grate and fire box back.  That reminds me I need to take the fire good back into them.  They have not asked my to pay for fraight, but I have had wait for the next order to come in to get my warranty item.  I have a great dealer, I hear not all are.

pgprescott

They could give you one off the floor if they have multiples set up too. Sounds like you guys have rubbed each other wrong somehow. Too bad. You'll get the part, of that I'm sure. 

dougcrann

Ladeback69 said:

I am on my third fire box, second lump grate and second Plate Setter.  I have just recently asked for the lump grate and fire box back.  That reminds me I need to take the fire good back into them.  They have not asked my to pay for fraight, but I have had wait for the next order to come in to get my warranty item.  I have a great dealer, I hear not all are.

That's the thing...I waited for THIS pallet....now it appears I will have to wait for the NEXT. Granted...I didn'tbuy the Egg from him....but the dealer I did buy it from WAS 1300 miles away....notice I said WAS...they are closed...the way I read the warranty I can go to ANY dealer...

Jeepster47

This is part of the printed BGE Warranty:

12. SHIPPING AND DELIVERY: BGE is not liable for shipping, delivery charges, labor, packaging costs, export/import duties, VAT or any levied taxes resulting from any Warranty claim, service, repair or return, unless authorized in advance in writing by BGE.

This is part of Komado Joe's printed Warranty:

This warranty does not apply to labor, freight, or any other cost associated with the service, repair or operation of the grill.

Neither company promises to provide free shipping.  That's not to say that both companies don't provide it, just that they don't have to provide it.  That's why it's advisable to approach dealers with that in mind.  E-mails, like forum posts, have a high probability of not conveying the same information as a face-to-face discussion.  It's easy for the exchange of information to go sideways.

My warranty experience has been very good ... told my dealer about one problem, he handed me the part off the shelf and asked me to drop off the bad part the next time I came into the store.  For the last warranty item, I showed him a picture of the hairline crack in my plate setter, he asked me to keep using it until it broke ... I've no problem with that, 'cuz I'm positive he'll give me one off the floor when it breaks.

Mikee

After having a crack in my firebox for 3 years, it finally broke. Called the dealer from where I purchased the Egg and all he wanted was a picture emailed to him. 2 days later he had the part. From my understanding the distributor paid for the UPS shipping to his store. The warranty parts are independent of his orders. I was never asked to return the broken part.

dougcrann

Jeepster47 said:

This is part of the printed BGE Warranty:

12. SHIPPING AND DELIVERY: BGE is not liable for shipping, delivery charges, labor, packaging costs, export/import duties, VAT or any levied taxes resulting from any Warranty claim, service, repair or return, unless authorized in advance in writing by BGE.

This is part of Komado Joe's printed Warranty:

This warranty does not apply to labor, freight, or any other cost associated with the service, repair or operation of the grill.

Neither company promises to provide free shipping.  That's not to say that both companies don't provide it, just that they don't have to provide it.  That's why it's advisable to approach dealers with that in mind.  E-mails, like forum posts, have a high probability of not conveying the same information as a face-to-face discussion.  It's easy for the exchange of information to go sideways.

My warranty experience has been very good ... told my dealer about one problem, he handed me the part off the shelf and asked me to drop off the bad part the next time I came into the store.  For the last warranty item, I showed him a picture of the hairline crack in my plate setter, he asked me to keep using it until it broke ... I've no problem with that, 'cuz I'm positive he'll give me one off the floor when it breaks.

I read the warranty...and like I have said previous.....at least I think I did...in the past my warranty stuff has always just been added to an existing pallet. Dealer went as far as telling me if I was in a hurry I could pony up the bucks for shipping. Like I already said....was told it would be here Thursday....now who knows....

dougcrann

When I was in the dealer on Monday I was talking to him about a Mini Max. Really like the size of it....had every intention of picking one up on Thursday when I went to pick up the ring....Prior to all this crap happening...Guess I will be going down the road....

kl8ton

Firebowl was cracked on mine.  I had to send pics to dealer and wait a week.  Then I picked up the new firebowl from the dealer when it came in.  No freight.  I am a little disappointed that they can't just hand you a new part and you are on your way.

NPHuskerFL

Multiple Fireboxes & Firerings. 2 CI LG grids when I first got it, 2 PS and fire grate. Provided pics in an email and went to dealer to pick up the parts. Didn't have to leave the old parts with them. I think there is some discretion when it comes to the process itself. 

WeberWho

I've been lucky with ceramics so far. One cracked fire grate for my large and a replacement grid for my small. The grate was shipped to my house for free after a couple calls and the grid was picked up a week or so later

odie91

Jeepster47 said:

This is part of the printed BGE Warranty:

12. SHIPPING AND DELIVERY: BGE is not liable for shipping, delivery charges, labor, packaging costs, export/import duties, VAT or any levied taxes resulting from any Warranty claim, service, repair or return, unless authorized in advance in writing by BGE.

This is part of Komado Joe's printed Warranty:

This warranty does not apply to labor, freight, or any other cost associated with the service, repair or operation of the grill.

Neither company promises to provide free shipping.  That's not to say that both companies don't provide it, just that they don't have to provide it.  That's why it's advisable to approach dealers with that in mind.  E-mails, like forum posts, have a high probability of not conveying the same information as a face-to-face discussion.  It's easy for the exchange of information to go sideways.

My warranty experience has been very good ... told my dealer about one problem, he handed me the part off the shelf and asked me to drop off the bad part the next time I came into the store.  For the last warranty item, I showed him a picture of the hairline crack in my plate setter, he asked me to keep using it until it broke ... I've no problem with that, 'cuz I'm positive he'll give me one off the floor when it breaks.

 
fYI,  Kamado joe ships the part straight to your front door for free.   This of course could change.

odie91

Jeepster47 said:

This is part of the printed BGE Warranty:

12. SHIPPING AND DELIVERY: BGE is not liable for shipping, delivery charges, labor, packaging costs, export/import duties, VAT or any levied taxes resulting from any Warranty claim, service, repair or return, unless authorized in advance in writing by BGE.

This is part of Komado Joe's printed Warranty:

This warranty does not apply to labor, freight, or any other cost associated with the service, repair or operation of the grill.

Neither company promises to provide free shipping.  That's not to say that both companies don't provide it, just that they don't have to provide it.  That's why it's advisable to approach dealers with that in mind.  E-mails, like forum posts, have a high probability of not conveying the same information as a face-to-face discussion.  It's easy for the exchange of information to go sideways.

My warranty experience has been very good ... told my dealer about one problem, he handed me the part off the shelf and asked me to drop off the bad part the next time I came into the store.  For the last warranty item, I showed him a picture of the hairline crack in my plate setter, he asked me to keep using it until it broke ... I've no problem with that, 'cuz I'm positive he'll give me one off the floor when it breaks.

 
fYI,  Kamado joe ships the part straight to your front door for free.   This of course could change.

Brisket_Fanatic

Broken Firebox, Fire, Fire Grate and Large Base. I was asked to pay freight on everything however since I had purchased 2 eggs from the same dealer they decided to let it go on the base and fire box. However I paid $15 for the grate and $15 for the ring even though I told them not to special order it and it was confirmed that it was shipped with a regular fall Eggfest order so the dealer did not pay freight.

RRP

Brisket_Fanatic said:

Broken Firebox, Fire, Fire Grate and Large Base. I was asked to pay freight on everything however since I had purchased 2 eggs from the same dealer they decided to let it go on the base and fire box. However I paid $15 for the grate and $15 for the ring even though I told them not to special order it and it was confirmed that it was shipped with a regular fall Eggfest order so the dealer did not pay freight.

And you are still doing business with that dealer? Why? 

Brisket_Fanatic

@RRP - Not doing business with them after the last battle. Haven't been back even for their annual eggfest. Found another one with way better people. The grate and the ring were at different times and both items were instock.

WeberWho

Brisket_Fanatic said:

Broken Firebox, Fire, Fire Grate and Large Base. I was asked to pay freight on everything however since I had purchased 2 eggs from the same dealer they decided to let it go on the base and fire box. However I paid $15 for the grate and $15 for the ring even though I told them not to special order it and it was confirmed that it was shipped with a regular fall Eggfest order so the dealer did not pay freight.

That is really strange. They gave cooks at the fest something like $25-$30 in store credit. They didn't carry any small Kick Ash Baskets but they went out of their way to get me one ordered. Hopefully they don't keep that garbage up with the eggs.

Jeepster47

odie91 said:

 
fYI,  Kamado joe ships the part straight to your front door for free.   This of course could change.

NPHuskerFL said:

... there is some discretion when it comes to the process itself. 

@odie91 & @NPHuskerFL ... you guys are reinforcing the point I tried to make. The bottom line is that your "contract" with both companies states that they do not have to pay for shipping warranty parts. 

If you have a good dealer and you have a good relationship with that dealer then yes, they will most likely help you out with free shipping.  If he has plenty of inventory, he may hand it to you on the spot.  If he's low on inventory, then he might be hesitant to hand you a part that could leave him with an egg he can't sell right away.  If he helps you out, appreciate the favor.

If your dealer isn't inclined to help you out, then like @RRP suggests, try another one. 

lousubcap

Warranty replacement base.  E-mailed pics to dealer-new base arrived on next regular shipment (about 10 days time).  Never asked for old part.  

RRP

Thing I've never understood is why some dealers want the broken parts back. Though it didn't use to be now we just have to email a picture since the distributor wants that to support the claim. 

XLentEGG

XL Dome , had to pay 25$for freight, but no turn in, just a pic...Changed dealer....XL Base and Firebox on the way , no freight. Just have to wait until he places a stock order. No turn in, just a pic.