BGE Warranty turn around.

Hansm

Here is an evil thought. I have an Instagram for grilling. I started to follow KJ and Primo.  Post a pic of the busted firebox "fix my grill"  and hashtag bge, KJ and Primo. This has nothing to do with supply chain,  they are virtually unresponsive

fishlessman

Ozzie_Isaac said:

nolaegghead said:

IMO, BGE should do the triage on all warranty claims then search their database for a dealer near you and tell the dealer to give you the part.  Service quality would go way up, unless they drop the ball themselves.

Do you recall how difficult it was to get approved for this forum?

     i was abducted from the other forum, was told i just needed to drink the kool-aid

buzd504

My firebox is currently in 3 pieces and my fire ring  is cracked.  I have been too lazy to put in a claim (but I will).  The egg still works fine.

Hansm

KJ has a 2 piece firebox I believe to avoid this issue.  hint ... hint ...

fishlessman

Hansm said:

KJ has a 2 piece firebox I believe to avoid this issue.  hint ... hint ...

my bge fire box turned into a 2 piece, didnt help, it later turned into a 3 piece, then 4, then 5, then.......12. then i had it replaced, eventually

dstearn

If you contact BGE Support they usually respond within 48 hours or less. They send you an email that you can provide your dealer with to order the part. 

The only delays I have experienced was due to the distributor for the dealer not having the part in stock or in most cases the dealer not placing with the distributor.

Hansm

2 weeks and only 1 email from BGE.  Contacted dealer to play the heavy. I am really disappointed with BGE support.

lkapigian

Just throwing this out there for one in California and Quebec , you are not required to register a product to receive the full warranty whether it be a Toaster Egg or Air Conditioner , you "may" have to show proof of purchase , but product registration is not required by law

We register everything we sell for our customers, most warranties are "To The Original Owner" .........If we register it, it saves us down the road 

Mark_B_Good

lkapigian said:

Just throwing this out there for one in California and Quebec , you are not required to register a product to receive the full warranty whether it be a Toaster Egg or Air Conditioner , you "may" have to show proof of purchase , but product registration is not required by law

We register everything we sell for our customers, most warranties are "To The Original Owner" .........If we register it, it saves us down the road 

In Ontario, I hardly register anything, but it hasn't ever gotten in the way of a warranty claim, as long as I have proof of purchase within the warranty period.

Hansm

Thanks to all , but my problem is the support team gives PISS POOR customer attention

Ozzie_Isaac

Hansm said:

Thanks to all , but my problem is the support team gives PISS POOR customer attention

That team is just Bruce, he is very helpful once you reach him.  Try calling on the phone.  Also, their strategy relies on you going through a dealer, not directly through BGE.

danhoo

Ozzie_Isaac said:

Hansm said:

Thanks to all , but my problem is the support team gives PISS POOR customer attention

That team is just Bruce, he is very helpful once you reach him.  Try calling on the phone.  Also, their strategy relies on you going through a dealer, not directly through BGE.

And in some areas, dealers work with distributors, which are getting freight from multiple manufacturers. It not like this is going to just show up FedEx 2nd day air. 

fishlessman

atleast you are not in the 2 month waiting for a replacement period. you are just in the hold period. you are caller number 572

Hansm

Bruce and Wayne also

nolaegghead

fishlessman said:

Hansm said:

KJ has a 2 piece firebox I believe to avoid this issue.  hint ... hint ...

my bge fire box turned into a 2 piece, didnt help, it later turned into a 3 piece, then 4, then 5, then.......12. then i had it replaced, eventually

This is why we can't have nice things!

caliking

Dude, with no malice intended... cool your tots.

You've been fuming about this for 2 days. Take a deep breath. Yes, I get that you're unhappy about part of your egg being broken, but it doesn't render your egg unusable. It won't affect the flavor or quality of the grub either.

Keep calm, and egg on

kl8ton

Hansm said:

Bruce and Wayne also

Bruce Wayne?!?!

Langner91

@Hansm you seem angry.  I am sorry for your frustration, but have you taken a picture and visited your dealer face-to-face?

I know it is frustrating.  But, your dealer holds the key for warranty work.  

Good luck!

jcwhammie

I gave my photos are description of damages to my dealer on a Monday. He called me that Friday saying my base and fire box had come in. That all happened 2 weeks ago. 
I was very surprised with that quick of a turnaround. 

cheeaa

you sure the dealer isn't dropping the ball? I just did a claim through my dealer about a month ago for all the interior parts and had everything within like 3 or 4 days. 

like the guy above me, I sent them pics of everything and it went as smooth as it could have. 

alaskanassasin

This is fahking bullshet @Hansm there is supposed to be a lifetime warranty, I didn’t see a * that said

   “depending on dealer participation and understanding of the warranty process after you explain it to them, your registration means nothing, and all parts will be delivered on a regular, annual, (spring) stock order delivery only” 
  

    Moving forward you need out smart the system, in other words when you get your new fire bowl and it cracks 2 days later, get another on order. It will be there when you need it.

caliking

alaskanassasin said:

This is fahking bullshet @Hansm there is supposed to be a lifetime warranty, I didn’t see a * that said

   “depending on dealer participation and understanding of the warranty process after you explain it to them, your registration means nothing, and all parts will be delivered on a regular, annual, (spring) stock order delivery only” 
  

    Moving forward you need out smart the system, in other words when you get your new fire bowl and it cracks 2 days later, get another on order. It will be there when you need it.

I somewhat agree with you. Seems like some dealers are far better than others.

The few I've dealt with in the Houston area have been stellar. Walked in, stated what I needed, emailed a copy of my receipt for the egg purchase, and a  pic of the broken piece. Walked out with the replacements. About 20 mins, each time. 

It's been a while since I had to make a warranty claim, though. Things may have changed around here, too. 

EzraBrooks

Yeah in my experience it is very dependent on the quality of the dealer. I tried to make friends with the owner of the Ace where I bought my egg...just saying hi every time I come in the store and talk about how business is going for a few minutes. When my fire bowl cracked, I texted him pictures and two weeks later I had a new fire bowl. I get that it shouldn't take the effort of building a relationship, but given the quick service and he's also given me free rub samples and some BGE items at cost, well worth the investment in time and being friendly.

dstearn

Bruce at BGE has been very responsive each time I have had a warranty claim. I have found that you get a faster response by emailing BGE support. The delays are typically either supply chain issues or the dealer. Your replacement part could be sitting at the distributors warehouse waiting for the dealer to place an order for other BGE items.

Hansm

Just talked to Bruce,  got it straightened out. Bruce great. Thanks to all for encouragement

dstearn

My replacement base is being delivered and installed by the dealer this Friday. Would have been a few weeks sooner if it were not for the last base arriving in pieces.
The distributer and dealer have been very responsive.