Flame Boss Customer Service

Hank_Stamper

Allow me to give a shout out to Flame Boss for superior customer service.  Earlier this week I posted an inquiry regarding the best temperature controller on the market because my FB 100 was malfunctioning.  A great discussion ensued, and at the risk of oversimplifying, the responses could be divided roughly in thirds:  1/3 Flame Boss, 1/3 Stoker, and 1/3 hell no, temp controllers are for the weak.  http://eggheadforum.com/discussion/1204742/best-temperature-controller-right-now/p1

 

@MichaelCollins commented, suggesting that I reach out to Flame Boss’s customer service about my existing FB 100.  He appears affiliated with Flame Boss, so I gave it a chance and called the number listed in his comment.  I did not have to wait to talk to a real person, and after answering a few questions, Flame Boss volunteered to send me a new FB 100 controller as well as a prepaid envelope to return my old one.  My new FB 100 is already in the mail.  The experience lasted less than five minutes.

 

In a coincidence, I had occasion to talk with AT&T’s customer service yesterday, and the ordeal could not have been more different.  Thanks to Flame Boss for reminding me that personal relationships matter in the egging community.  

chuckytheegghead

Their customer service can't be beat. 

Ozzie_Isaac

@MichaelCollins is the owner of FB  He always goes way above a beyond!!

They are a fantastic company.  I have 2 of their controllers and love them.

StillH2OEgger

I enjoy hearing stories like this. Kudos to Michael! I opted to jump in with the smobot, but if not for that I was targeting a FB200, which I'm sure is a wonderful product. 

Ag83

So I'll chime in also with saying FB's customer service is as good as any company's I've ever dealt with. I had the pit port (as it turned out) go south on my FB200 controller this past weekend. During troubleshooting, I also realized my meat probe, which I had not been using for the cook, also was behaving erratically. Shot FB an e-mail describing the issues (controller is out of warranty by probably 6 months at least) and to my surprised, they said they were sending a new controller and meat probe all under warranty. All I have to do is return my old controller (using the box and a prepaid label they provided). New controller and probe arrived today and check out great. I'm back up and running less than a week after the issue.

FB's customer service is just flat out outstanding in my experience.

Jupiter Jim

KayNOcook and I have had the pleasure of cooking with the owners of FB at an Eggfest they cooked some great beef to showcase the FB. They are a lovely couple very dedicated to their product and customer service. I just don't need a temp controller but if I did it would be a FB.................

stlcharcoal

Jupiter Jim said:

KayNOcook and I have had the pleasure of cooking with the owners of FB at an Eggfest they cooked some great beef to showcase the FB. They are a lovely couple very dedicated to their product and customer service. I just don't need a temp controller but if I did it would be a FB.................

They sure are.  Smokeware, Kick Ash, FB, all really good people and hardcore Eggheads.  That RW guy.....that's another story though.

Ozzie_Isaac

stlcharcoal said:

Jupiter Jim said:

KayNOcook and I have had the pleasure of cooking with the owners of FB at an Eggfest they cooked some great beef to showcase the FB. They are a lovely couple very dedicated to their product and customer service. I just don't need a temp controller but if I did it would be a FB.................

They sure are.  Smokeware, Kick Ash, FB, all really good people and hardcore Eggheads.  That RW guy.....that's another story though.

True story.  RW guy is no bueno.  When I get 20# bag of lump I want 20#, not 21# like he packages.

caliking

@MichaelCollins runs a tight ship over at FB. Lightning fast response (even on weekends and holidays), no bickering with the customer, and they do whatever is necessary to make things right. Have called their CS line a couple of times, and very refreshing to talk to folks who actually know what they're talking about. 

The Smokeware folks are no slackers either. 

Jupiter Jim

stlcharcoal said:

Jupiter Jim said:

KayNOcook and I have had the pleasure of cooking with the owners of FB at an Eggfest they cooked some great beef to showcase the FB. They are a lovely couple very dedicated to their product and customer service. I just don't need a temp controller but if I did it would be a FB.................

They sure are.  Smokeware, Kick Ash, FB, all really good people and hardcore Eggheads.  That RW guy.....that's another story though.

Oh that RW guy is top shelf as well.................

Canugghead

Too bad FB was not around when I bought my Stoker, died long time ago and no help from Rock's.

Yno

I have posted this before, but I have to add to the attaboys for Flame Boss, Michael Collins, and Terry Cummings (Sales and Service Manager). I sent them an email a while back saying that I had heard good things about the FB200, but I was wondering if they were going to come out with something with more probes. Well, after a bit of discussion, they sent me a prototype of the FB300 to beta test. It worked perfectly. I sent them some info and opinions, and when the production model came out, they sent me a complete new unit (yes, I returned the beta). I have been extremely happy with the FB300 since then. I would recommend it to everyone (even the "no controller" naysayers!)

littlerascal56

They are a "premier" company and take care of their customers. It's rare to get responses back in 1 day, and parts within 2 days, but that seems to be the norm for FB.

TN22

I just ordered a FlameBoss because of this this thread.

blind99

@tn22 since i bought mine, i've "sold" 2 or 3 friends on it and they've gotten their own.  it's easy to recommend a product that's backed with great support.

KiterTodd

I also had very positive results with Flame Boss customer service.

Within a year of ownership (I'm not sure how long the warranty is for) I had some issues and they sent me new parts without question.

On top of that, it has to be the easiest controller out there to setup.  It just works. No complicated setup.  The thing does what's it's supposed to.  Very easily connects to your phone, wifi, web page... whatever.

I'm sure there are controllers out there that give you more programability and functionality, but for 95% of us, this is all we need.  Simplicity. Allows remote monitoring and control.  Love it.

Kevinboatright

Agreed. FB Customer Service is amazing.   I was having a meat probe issue with my FB300. Within 1 hour they remoted into my device....changed a few things and everything was fixed.