Kamado Joe Warranty problems

littlerascal56

Has anyone on the forum dealt with Kamado Joe warranty replacements?   I have had ZERO issues with my BGE XL, and use it 3-5 times per week.  My 2015 Kamado Joe only gets used on average once a week, and experienced a firebox crack in May.  I submitted the paperwork for the warranty, and they did contact me on May 24th to get pictures of the cracked firepot and the actual egg.  They had assigned a claim number.  I sent the attached pictures, but have not heard back from them.  I have e-mailed them several times to get a "update" on this claim, but no answers.  Not sure what is going on? Perhaps some of you can shed some insight on how the warranty process works with KJ?  Don't have a local KJ dealer, so have to work thru the process on line.  It seems it should be straightforward, as i did register in in April 2015 when I got it.  Had the e-mail back from them acknowledging the waranty registration in April 2015. 

Guess this is why I purchased my BGE locally.  BGE dealer is 1 mile from my house!

theyolksonyou

Have you tried the KJ forum?

ryantt

Give them a call and see what's going on.  It shouldn't take long and they will ship it to your door.  They may be sending you the new fire box, hard to say.  They will take care of you.   I've used my kj warranty with out any issue just a little slow to respond.   

Same me has happened to me with local BGE dealers.  Platesetter cracked called them to see what was needed.  Sent photos 3 weeks later got a response that they had submitted 2week later, I got the part.  

Legume

That's funny stuff

tarheelmatt

SoCalTim

Imagine if this was posted on a Friday night ... it'd be mayhem.

Reltserw

The firebox on my JR cracked in Dec of last year and I didn't get my replacement until Feb/March of this year. The process was a bit long, which included multiple emails and phone calls each month until I received the replacement part. They attributed the delay to the holiday season and production. The delay didn't bother me all that much, as the crack was hairline and to this day, I still have the replacement firebox in the box. 

Legume

littlerascal56 said:

Has anyone on the forum dealt with Kamado Joe warranty replacements?   I have had ZERO issues with my BGE XL, and use it 3-5 times per week.  My 2015 Kamado Joe only gets used on average once a week, and experienced a firebox crack in May.  I submitted the paperwork for the warranty, and they did contact me on May 24th to get pictures of the cracked firepot and the actual egg.  They had assigned a claim number.  I sent the attached pictures, but have not heard back from them.  I have e-mailed them several times to get a "update" on this claim, but no answers.  Not sure what is going on? Perhaps some of you can shed some insight on how the warranty process works with KJ?  Don't have a local KJ dealer, so have to work thru the process on line.  It seems it should be straightforward, as i did register in in April 2015 when I got it.  Had the e-mail back from them acknowledging the waranty registration in April 2015. 

Guess this is why I purchased my BGE locally.  BGE dealer is 1 mile from my house!

@HeavyG help a guy out, give a call to your boy at KJ

tarheelmatt

For the hell of it, call Bruce. 

littlerascal56

Will give them a call tomorrow afternoon.  Last e-mail on May 24th showed Shavon Talley working on the warranty claim.  Guess I would never have thought it coud take several months!!!

JohnInCarolina

I swear to Christ BGE should send a bill to Kamado Joe for forum services rendered.  

tarheelmatt

DoubleEgger

tarheelmatt said:

Freaking hilarious 

Toxarch

I think you mean the members of this forum should send KJ a bill.

NPHuskerFL

theyolksonyou said:

Have you tried the KJ forum?

tarheelmatt said:

YukonRon

Pure gold.

HeavyG

littlerascal56 said:

Has anyone on the forum dealt with Kamado Joe warranty replacements?   I have had ZERO issues with my BGE XL, and use it 3-5 times per week.  My 2015 Kamado Joe only gets used on average once a week, and experienced a firebox crack in May.  I submitted the paperwork for the warranty, and they did contact me on May 24th to get pictures of the cracked firepot and the actual egg.  They had assigned a claim number.  I sent the attached pictures, but have not heard back from them.  I have e-mailed them several times to get a "update" on this claim, but no answers.  Not sure what is going on? Perhaps some of you can shed some insight on how the warranty process works with KJ?  Don't have a local KJ dealer, so have to work thru the process on line.  It seems it should be straightforward, as i did register in in April 2015 when I got it.  Had the e-mail back from them acknowledging the waranty registration in April 2015. 

Guess this is why I purchased my BGE locally.  BGE dealer is 1 mile from my house!

Coming to the BGE forum to ask about a Kamado Joe warranty issue - "That's a bold strategy Cotton".

They used to, and perhaps still do, use a case management system that wasn't very user friendly. I would take a very close look at the email you received from them that gave you a claim number. If they are still using the same system there will be a link in very small print size that says something like "review case status here". Clicking that link will take you to a web page that will give you the status of your claim. If that can't be found/doesn't work then you could:

Go to their Facebook page and leave a post asking about your problem - https://www.facebook.com/KamadoJoe/

...they'll respond.

Or, call their corporate number - (877) 215-6299

Your fire bowl is still usable so don't let that crack bother you. I've had a cracked fire bowl in my Jr. for two years now and haven't even bothered with a warranty claim yet.

When you do get your new fire bowl it will likely be their new segmented fire bowl which should minimize any future problems with cracks.

KJ support usually goes smoothly - you just happened to have a bit of bad luck this time.

If you have not checked out the kamadoguru.com site you should. Lot's of active KJ users there. There is also a good KJ Facebook group you might want to check out - https://www.facebook.com/groups/500015733460665/

If you still can't get any satisfaction from Kamado Joe I'd go over to the Primo Forum to ask for some help.

@Legume - haha

nolaegghead

Sir: http://forum.kamadojoe.com/

HeavyG

nolaegghead said:

Sir: http://forum.kamadojoe.com/

Naahh...that place is a desert. I don't have a clue why KJ even keeps it up.

One will get more help from the kamadoguru.com forum or the KJ official Facebook page or the KJ Users Group Facebook page.

Photo Egg

With the KJ design change it will be interesting to see how this is handler.
Do they still have a back stock of old style parts?
Will you get the new, multi piece system as a replacement?

rekameohs

Photo Egg said:

Will you get the new, multi piece system as a replacement?

I had the same problem.  I can't remember if I filled out something on their web site or send them an e-mail, but I got a response the next day asking for pictures.   They then replied saying a replacement would be sent soon.   It did take several weeks for the material to arrive.   It is a complete replacement, using a multi-piece system.

Miked125

I think my claim took about 7-10 days before the replacement arrived at my house. This is from my initial contact.

tjv

It's a Chinese supply chain, so if ain't here or on the ocean, it's gonna be awhile.

With how they are growing, my guess is warranty items will be hit and miss.  Dealers can have the same problem with new inventory.  

t

Big_Green_Craig

It's just a crack, keep cooking on it. I've seen them replacing all new warranty claims with the new multi piece fire bowl. Be patient and they will get it to you. 

fishlessman

call bruce at the mothership

DoubleEgger

fishlessman said:

call bruce at the mothership

You're a day late and a dollar short on this joke. See above comments. 

littlerascal56

I just got an e-mail from KJ stating that it is shipping via FedEx, and they sent tracking numbers! It's the multi-piece firebox, and on the way.  Thanks to all that responded to my post, and the information provided.   

Hungry Joe

Glad it worked out. I heard they were a little backed up because they are abandoning the old fire box for the new design which I feel is superior to the old one and its caused a delay that will last until supplies are adequate. 

FWIW, I feel it ok asking about cooking, comparisons, and opinions on the KJ line of products on this forum but warranty might be stretching it a bit. Mainly because folks on this forum with financial ties to BGE are not going to be much help with stuff like this. And it's understandable being this is a BGE owned forum.

Maybe you'll get better responses if you mention Blackstone in the post next time.

Hans61

Not to be insensitive but....
Not our problem man :-)

yljkt

Eventually you will get the new design firebox mailed to your house. In the meantime cook on the cracked one. It's gonna be ok. KJ forum has been down for a few days. 

4Runner

It's a a BGE forum and didn't even post in the OT forum. Come on man.