Big Green Egg - EGGhead Forum - The Ultimate Cooking Experience...
Welcome to the EGGhead Forum - a great place to visit and packed with tips and EGGspert advice! You can also join the conversation and get more information and amazing kamado recipes by following Big Green Egg at:

Facebook  |  Twitter  |  Instagram  |  Pinterest  |  Youtube  |  Vimeo
Share your photos by tagging us and using the hashtag #EGGhead4Life.


In Atlanta? Come visit Big Green Egg headquarters, including our retail showroom, the History of the EGG Museum and Culinary Center!  3786 DeKalb Technology Parkway, Atlanta, GA 30340.

Cracked XL

This is a sad day. Preparing to move and getting the Egg ready, noticed this crack all across the bottom and half way up the back. The place setter cracked a year or so ago but just used a Woo 2 with their stone so no big deal. This is a different story. Called corporate and just got voice mail with a promise to call back but so far, nothing. Also emailed and same there, have heard nothing. I am starting to question the quality overall as I have heard of similar before. I have a lot of money invested in this with many accessories and being just a working senior citizen this is a disappointment as I can't afford to replace it. Now I don't think I can more it from the back yard to the moving trailer let along across the country. Not real happy.


Comments

  • SkrullbSkrullb Posts: 596

    My XL cracked across the bottom and I sent an email to the store I bought it from and had a new one within maybe 3 weeks. Hang in there, they’ll take care of you.

    I'm in Fredericksburg, VA, and I have an XL and a medium. 
  • QDudeQDude Posts: 676

    Go to a local dealer for the warranty and you will be fine. I have an XL and have had to replace the base twice in 5 years. If I had to do it again, I would have bought the large which doesn't seem to have this issue.

    A northern Colorado Egghead since 2012!

    XL and a Small BGE.

  • pgprescottpgprescott Posts: 11,982

    Contact your dealer. The mothership should be the last place you contact.

  • Philly35Philly35 Posts: 797

    I’ve broken an XL before. It wasn’t an egg though, but I assure you we share the same initial gut feeling.

    NW IOWA
  • cookingdude555cookingdude555 Posts: 2,208

    Corporate does not handle warranty claims in the first responder role. They play supplemental to the dealers. Check with a local dealer. It will be taken care of for you.

    John - SLC, UT

    2XL, XL, 3 Larges (each kid gets one), Med, MM, 2 Minis

  • mahenryakmahenryak Posts: 1,226

    Yep. If you still have the receipt I would recommend sending it along with your pics in an Email to a local dealer. Then maybe follow it up with a phone call. (I wouldn't haul it to the dealer unless and until I was asked to do so.)

    LG BGE, KJ Jr, Smokin Bros. Premier 36 and Pizza Party Bollore



  • alaskanassasinalaskanassasin Posts: 1,754

    looks like it has been broken for awhile!

    South of Columbus, Ohio.
  • cookingdude555cookingdude555 Posts: 2,208

    Agreed, the crack has been there a while. Cracks are only a problem when noticed.

    John - SLC, UT

    2XL, XL, 3 Larges (each kid gets one), Med, MM, 2 Minis

  • alaskanassasinalaskanassasin Posts: 1,754

    with the exception of high heat cooks I wouldn’t make pizza with a cracked base

    South of Columbus, Ohio.
  • LitLit Posts: 7,411

    This is why I don’t have eggs anymore. What a stupid business decision to put your companies name in the hands on its dealer network. As we’ve seen time and time again the dealer network sucks half the time or more and even more often than that people are used to getting warranty coverage from the manufacturer. If you still have proof of purchase you are fine BGE will cover you I have hadn’t 4 bases crack but luckily I am 30 minutes from head quarters and they give you a new one quickly. Check into the Weber summit charcoal or a KJ where they don’t pass the warranty on to a dealer network.

  • cookingdude555cookingdude555 Posts: 2,208

    Sorry you’ve had troubles @Lit , I’ve had great responsiveness from my dealer, and from Bruce at corporate when I had to go to him because my first dealer disappeared. The Weber summit charcoal grill is great. I have an earlier predecessor in the bubba keg grill. Its about nine years old, and there are some parts starting to rust. Eventually it will give way. The Weber has a ten year warranty (on some parts), I expect it would hold up at least that long. I do have a problem with a $2000 grill only having a warranty of 2, 5, or 10 years, depending on what breaks. I’m a huge Weber fan, have several of them. I just think it’s a tad bit overpriced. My last XL I bought a year ago was $1100 out the door with a nest. The price kept me bge loyal, even tho the Weber was on my short list. The KJ was the same, more money.

    John - SLC, UT

    2XL, XL, 3 Larges (each kid gets one), Med, MM, 2 Minis

  • msloanmsloan Posts: 392

    sorry to hear about your problems. I hope they get resolved for you.


    This brings up a bit of a worry for me. I live in a small town. The dealer I bought my egg from several years is going out of business. When that happens and I have warranty issues who do you guys recommend I deal with? Corporate? Another regional store/dealer?

    gettin lucky in kentucky!   2 XL eggs!
  • FredbFredb Posts: 89

    Here is the latest update. The dealer I Bought from ( the Mill Market in Hawley, Pa) no longer carries the Egg and refuses to even return my phone calls. As it turns out, they were to send in and do all registration work when we bought it. It doesn't look like they did. I don't what happened to the as they were to give to us when they delivered it but forgot it and said they would send it. They never did. It was bought with a credit card so there must be a trail somewhere but that was a while ago (2014 or 2015). I might be hosed

  • ColbyLangColbyLang Posts: 156

    You should be able to contact credit card company for proof of purchase. Sorry to hear your dealer is treating you like that. I’ve had one warranty claim. Literally emailed pic to dealer, 7 days later, problem solved

  • LitLit Posts: 7,411

    Your best bet is get ahold of Bruce the warranty guy at BGE and tell him what you posted above.

  • FredbFredb Posts: 89

    Thanks everyone, you folks are the best there is.

  • BAmaniacBAmaniac Posts: 8
    edited April 14

    I also had to make a warranty claim on an unregistered egg (medium) and BGE blew me away. They will take care of you. I bought my medium egg maybe 20 years ago when the only place you could get one was in Atlanta Clairmont Road (?). No registration anywhere. Ancient egg.

    My problem Started with cracked firebox. Took a pic of cracked box and local dealer, that I’ve never dealt with, sent in my request and BGE replaced firebox for free. Not long after, the fire ring cracked. Again, BGE replaced for free. They had NO record of my purchase since it was so long ago. However, since my medium egg was so old, the internal diameter of the base has changed and new fire ring would not fit in the old base. Solution, BGE replaced the top and bottom of my egg. Amazing service.

    XL BGE, Medium BGE, Traeger

  • BAmaniacBAmaniac Posts: 8


    XL BGE, Medium BGE, Traeger

  • My dealer had me take a pic of the crack (dome), and the date stamp inside the dome (at the rear). Sent those to BGE and they sent a new dome with regular store order.

    Land of OZ-Hays Kansas

    BGE XL++Flameboss 300 WiFi++Blackstone 36"++2 Weber Kettles

Sign In or Register to comment.
Click here for Forum Use Guidelines.