Customer Service lately.... opinions?

Cornholio

I’ve had good customer service for all my warranty claims and other interactions with BGE. My dealer has handled my two warranty claims, a cracked firebox and base, so as stated the dealer’s service is what matters for things like that. The dealer questioned the cracked base but BGE did not and sent a new one quickly. 

I did email BGE directly when I shattered the lid on my large. I knew it wouldn’t be under warranty but asked them if they had any sort of “crash replacement” discounts (mountain bike companies often do this so just gave it a shot). While they do not they were very helpful in getting me setup with a dealer closer to where I had moved to send a new lid to. When I received my new lid I needed new hardware and emailed them again to order some and to my surprise they asked me for my address and sent me new hardware for free (just looked and it was Duane who helped me out).

They also helped me with the alignment of my new lid that had a bad underbite. So I’ve had quick responses and what I would consider great support from BGE.

grussem

I emailed them twice over the past month and have not heard back from them at all, pretty disappointed. I'm trying to replace a cracked fire box and fire ring but the dealer I bought it from is no longer in business. I have not heard a peep from BGE.

cookingdude555

@grussem, BGE doesnt supply warranty service directly from the company.  Have you tried another dealer?  My first egg I bought was from a dealer that is long gone.  That is ok because I have moved on to a new one that is fantastic.  It still takes 2-6 weeks to get a firebox or firering, but generally that doesnt matter as the components work just fine cracked.  Your firebox will likely preform just fine while you wait for warranty service.  Everything right now is slow with covid anyway.  Best of luck and let us know how it goes.

grussem

cookingdude555 said:

@grussem, BGE doesnt supply warranty service directly from the company.  Have you tried another dealer?  My first egg I bought was from a dealer that is long gone.  That is ok because I have moved on to a new one that is fantastic.  It still takes 2-6 weeks to get a firebox or firering, but generally that doesnt matter as the components work just fine cracked.  Your firebox will likely preform just fine while you wait for warranty service.  Everything right now is slow with covid anyway.  Best of luck and let us know how it goes.

Ok, I finally heard from BGE. They shot me an email and authorization for the replacement parts to show the closest dealer, which is a local ACE Hardware. Went there, but I don't think they're too familiar with replacing warranty parts for BGE as they had to ask a few different people and get on the horn with a manager that was not working, but they did get the parts ordered (they were not in stock, otherwise I'd have been able to walk out with them). They should be here on Friday.