CUSTOMER SERVICE???

MWCTEXAS

I bought a BGE MINI MAX approx 1 month ago. It's my 3rd BGE. I assembled it. There's a questionable mis-match between the top and bottom. I "re-assembled", did this....did that...still not good.  I've left 2 voicemails over 2 weeks ago for customer service and sent pictures and explanation to them via their website. So far, I've heard nothing!

The_Stache

Your dealer should be the "go-to" place to get help.  They can contact their distributor or BGE on you behalf.

JohnInCarolina

I think your local dealer would be the outfit more likely to help with assembly, not BGE HQ.  Have you tried talking to anybody from the place you bought it?

Photo Egg

As others have stated, try your local dealer first. That's what they are there for. Assuming you purchased new from your dealer, they should take care of you.
Dealing direct with BGE, be patient and persistent. You will get help.

Tspud1

Dont want to start anything but why should a customer have to wait over 2 weeks for a response from BGE, he might not get one since they haven't replied

The_Stache

Tspud1 said:

Dont want to start anything but why should a customer have to wait over 2 weeks for a response from BGE, he might not get one since they haven't replied

alaskanassasin

 I have been PM with another forum member who is frustrated and having problems with warranty. Multiple calls and emails into BGE after being directed to the mothership by his dealer.  It is ridiculous.

 I don't know what the profit margins are on these things but it has to be a pita for a dealer to handle a lifetime of warranty claims and paperwork, employee training etc. I am sure they do not get reimbursed for their time, verifying purchase, verifying claim, filing claim, and receiving parts and reaching out to customer.

 Imo BGE should handle all warranty claims directly, mail the parts to a dealer if they cannot justify mailing them to the actual claimant.

 

 I know a bunch of you guys have awesome dealers, but I know a bunch of us have to explain the warranty process to the dealer when we call with a problem.

 

Photo Egg

alaskanassasin said:

 I have been PM with another forum member who is frustrated and having problems with warranty. Multiple calls and emails into BGE after being directed to the mothership by his dealer.  It is ridiculous.

 I don't know what the profit margins are on these things but it has to be a pita for a dealer to handle a lifetime of warranty claims and paperwork, employee training etc. I am sure they do not get reimbursed for their time, verifying purchase, verifying claim, filing claim, and receiving parts and reaching out to customer.

 Imo BGE should handle all warranty claims directly, mail the parts to a dealer if they cannot justify mailing them to the actual claimant.

 

 I know a bunch of you guys have awesome dealers, but I know a bunch of us have to explain the warranty process to the dealer when we call with a problem.

 

I don't disagree with you.
But the system that is in place does work very well "if" you have a descent local dealer. This is what needs to be fixed.
Problem is your local dealer does not deal directly with BGE in Atlanta. They deal with an area Distributor who supplies all the dealers in that area. I'm also lucky. Paragon Distributors, who handle my area, have always been fantastic.
Customer goes into local dealer, shows broken fire ring. Dealer takes photo and sends to Distributor for warranty claim. I normally just email my dealer a photo. Distributor sends replacement fire ring to Dealer with next shipment. I normally get warranty replacement parts in 1 week. My dealer has never acted like it's a big deal or that it takes them a bunch of time. And on the plus side, I normally buy something while I'm there. I also tell all my Egghead friends how great https://www.chimchimneys.com in League City, Texas is.
Having a bad dealer is not unique to BGE but it sucks that some of you are stuck in this situation.

[Deleted User]

MWCTEXAS said:

I bought a BGE MINI MAX approx 1 month ago. It's my 3rd BGE. I assembled it. There's a questionable mis-match between the top and bottom. I "re-assembled", did this....did that...still not good.  I've left 2 voicemails over 2 weeks ago for customer service and sent pictures and explanation to them via their website. So far, I've heard nothing!

Be sure to start with your local dealer where you purchased the MiniMax. They should be able to help in this matter...if not please let me know who it was and BGE HQ will step in. 

fishlessman

its all the distributor. last time i just called them and they just sent the parts to the closest dealer.  while some ask for documents or where you bought it, i really doubt anything is ever documented

Lit

I think this warranty process puts BGE behind the competition. There are many quality options now and something like this that makes the customer work to get replacement parts covered under warranty isn’t acceptable to me. Take your dirty grill part out of your egg and take it to your dealer where they take a pic and send it to a distributor then you wait for the dealers next shipment to get the replacement part or buy the competition and if you have an issue call them up and email a pic and have it delivered to your door. Sounds like a no brained to me. One of the reasons I had 5 eggs at one point and just sold my last a couple weeks back.