ceramic issue - warranty?

Volfo

My egg was molding often and easily, I cleaned the whole thing out and did a clean burn.  When the egg got hot, some of the glaze came off.  is this a warranty claim?  Also, this was a gift about a decade ago from my mother who unfortunately passed away - I see online I need proof of warranty purchase.  In people's experience, will they give me a hard time about not being able to produce that?

WeberWho

In years past they would most likely make that a warranty claim. Now they might just pass off some green paint that matches. 

I would email the headquarters and explain your situation and see what they say.

DoubleEgger

Leaving the vents open while the egg isn’t in use helps with mold. 

It should be covered but who knows with the new regime. 

Ozzie_Isaac

I had a similar issue, they sent me some paint.  It actually matches pretty well and I don’t notice it.

BGE historically has handled gift warranties really well.  Lately they have been making a lot of noise about proof of purchase and have been denying claims.  I don’t know how they plan handle gifts & raffles.

Volfo

Thanks all.   Will contact corporate.

alaskanassasin

Volfo said:

Thanks all.   Will contact corporate.

Keep us posted 

Volfo

corporate was zero help - they told me I should buy some paint and they can't help me without a receipt.  What good is a lifetime warranty if you have to keep receipts for years and years and years? 

Luckily, I called the store my Mom bought it from and they had record of it and they said they would submit the warranty claim for me.  Surprised that they had record of the purchase from Dec. 11, 2010.  We will see what they say when submitted through the dealer.

WeberWho

That's great news. I would also see if the store that you purchased the BGE can make a copy of the receipt for you to keep on hand.  

zaphod

That is the kind of store which gets return business for eggcessories...

Volfo

Yes - and I was about to buy something online.  Now I am going to their store to buy it.  A touch more inconvenient, but happy to do it.  The store is Embers in Cool Springs, TN if anyone is around Nashville.

Volfo

This was the response from BGE today:

That’s a very small chip and doesn’t affect the structure or usefulness of the EGG. We can’t approve this for a new Base but we can send a bottle of Touch Up paint that will take care of the issue.

______________

I can somewhat understand that response and I'm not overly torque'd by it, but I also have a Kamado Joe and while I've actually had two interior ceramic pieces crack on that, KJ couldn't send me new parts fast enough and even threw in a couple of free gaskets.  So I am a little disappointed by the warranty response.  They don't seem to be treating it like the premium product we all consider it to be.

dbCooper

Between this and what @Ozzie_Isaac experienced it seems the "lifetime" warranty on ceramics is now subjective.

Volfo

Agree, db.  

ps, do you know the Todd Snider song DB Cooper?  fun song

dbCooper

Volfo said:

Agree, db.  

ps, do you know the Todd Snider song DB Cooper?  fun song

How do you know I'm not Todd Snider? 

Ozzie_Isaac

The warranty situation is a giant elephant in the room. Lifetime doesn’t mean much when they don’t honor it or move the goal posts.

If I were KJ I would lean hard into that.  They already ship direct to you and deal directly with you. That is a massive bonus to me.  If I were starting over that would probably sway me red.

KJ should make some sort of trade-in program.  Get 40% off if you trade your BGE in on comparable size KJ.

MaskedMarvel

I used to exclusively buy NORTH FACE tents and backpacks for hiking. Good product - and a lifetime warranty. 

When I got back into  it a few years ago I set up two of our four season tents and they had just had it. Done. Understand - these were bought in the early eighties. Maybe even 1980. And were used very frequently. 

I called NF. Their response was that they’d had a corporate policy change in their definition of “lifetime.” They now say it’s the life of the product - not YOUR lifetime. Gimme a break. Right?

Now. I know it’s been a loooong while, but I managed to have a philosophical exchange over how lifetime definitions are allowed to change, just not after you’ve exchanged and agreed upon the definition. 

They agreed. 

My suggestion and their compromise was - I sent them the two tents (their warranty program refurbs  and donates tents that are able to those in need) and they went through their ENTIRE website with me to select a single tent to replace them. Needless to say, I was extremely happy with them thinking outside the box and taking the extra time. And the new tent is friggin great!

I wish BGE would hire the person from NF that helped me. It doesn’t mean you have to let the consumer take advantage of you to stay in business and make the right thing happen. Just try thinking outside the box a little and make the customer happy. 

We talk to our friends. We recommend your products. Our friends, then,  buy your products. 

Volfo

dbCooper said:

Volfo said:

Agree, db.  

ps, do you know the Todd Snider song DB Cooper?  fun song

How do you know I'm not Todd Snider? 

because your name is dbCooper?  I just assumed you were the guy that jumped out of the plane.