the much ballyhooed BGE Warranty

Braumiester

I have a very good dealer, one of the questions I asked before purchase was "Who do I deal with for warranty service?". His answer was "ME".
Maybe we could start a list of good dealers and bad dealers and help future eggers avoid problems like this.

deepsouth

george (geo on the forum) is a grate dealer!

Braumiester

deepsouth wrote:

george (geo on the forum) is a grate dealer!

Does he have both upper and lower grate J/K

fishlessman

here is something funny, hearthside just sent me an email to rate their service on measuredup.com :laugh: :laugh: :laugh:

[Deleted User]

Zippylip,

How about POSTING the names, email addys, and phone numbers for the dealers that told you they wouldn't honor the warranty.

Then let's get as many forum members as we can to email and call those dealers and give them "what-for".

I LOVE my BGE and I LOVE the warranty service.

BTW, I just called Roswell Hardware on Atlanta Street in Roswell and they assured me if I bought a BGE from them that THEY would honor the warranty and THEY would replace the failed component.

tsheehan7

stike wrote:

sorry to keep weighing in...

the fact that BGE is very helpful, but the dealers aren't, is the very reason BGE should call that dealer directly and set them straight. awful lot of legwork for a loyal customer who has contributed an awful lot to this forum and helped sell their product.

I'm glad I'm not the only one who thinks BGE should be doing a little more legwork here. If their dealers won't service the warranty, the dealers should be sanctioned or have their contracts voided. BGE's solution should not be to send the customer somewhere else.

It shouldn't be the customer's problem that BGE can't enforce their own policies. They should be doing more to ensure that the customer is taken care of, irrespective of their network of apathetic dealers.

Fidel

But it shouldn't matter if you bought it from them. That's a certain (and rather critical) segment of Zippy's original point.

Braumiester

fishlessman wrote:

here is something funny, hearthside just sent me an email to rate their service on measuredup.com :laugh: :laugh: :laugh:

I just got the same email.

Rolling Egg

Zip,
I have a similar story with a happy ending only because I was already heading to Atlanta for a class at BGE. I have been using a very badly cracked firebox for some time now and decided it was time to replace it. I called my local dealer and he said "no problem, I will have it with my next shipment". After waiting four months I called him to "remind" him I was still waiting. He then informed me that he would not be able to replace the firebox and that he was "done" with BGE. I wanted to ask him how being "done" with BGE kept him from honoring the warranty that he happily promised me as I wrote him a thousand dollar check. It's funny how the tables turn once some of these theives get your money. Almost as bad as dealing with a car lot. Luckily I was heading to Atlanta the next day, and the guys over there took care of me with a smile and no questions asked. If I hadn't been going to Atlanta I can guarantee that I would have been hearing the old "you didn't but it here so we don't honr the warranty" trick. Good luck to ya. It sucks to think you're going to have to fork out forty more dollars to get what you've already paid for.

Sundazes

I have 2 eggs, purchased from 2 different dealers. One gets warranty parts in less than 2 weeks the other takes their sweet old time. I got a grate replaced from dealer number 2, took 5 weeks. Ridiculous in my opinion.

Desert Oasis Woman

Zippylip,
My dealer places my warranty order along with their other orders so I won't have to pay the $40 shipping -- just have to wait for their orders to come in
This has worked well twice; the third time the big part was in Denver so we snagged it from the distributor at the Eggfest :laugh:
My dealer really doesn't know that much about how to use the BGE but their service on warranty items is top notch

PhilsGrill

I'm lucky enough to live close to the mothership and bought both my eggs there. Had my large firebox crack and I sent a picture and said I would just drive over and pick it up. When I arrived (believe this or not) they didn't have a firebox handy! They just opened the store sample, pulled one out, boxed it up and I was on my way.

PattyO

Can you find a sewer cover that is the same size as your grate? I know they come in several sizes. I'm mean the kind in my basement or garage, and only cost a couple dollars.

loco_engr

I plan/hope to make a side trip to his store and see what I can't live without! :woohoo:

Great guy to donate 2 mini's, 2 years in a row for door prizes! Class act for sure!

CapstoneAngler

so when or if the egg breaks do you have to show any evidence or send the broke part back? or do you just report the damage and no questions asked?

Hoss

Same thing happened to me.Mothership sent me an email stating that the grate was covered.I forwarded the email to the dealer.The next few days I got a call from my dealer stating that my new grate was there and stopped by to pick up my new grate.No questions asked.

grillmandan

The warranty states that the owner is responsible for the shipping costs. As a dealer I can tell you that the warranty part does not cost us anything, but we must pay for shipping. Some dealers pass this on to the customer, some do what I do.
If the Egg was purchased from me I don't charge shipping. If it was purchased somewhere else I do.
If the egg is not the original owner or an internet sale there is no warranty.

dhuffjr

My experience is similar. Dealer even wants me to pay to have it shipped to them and then I have to come pick it up....in however many weeks it takes for them to get it it. It is alot easier to pay the shipping from Atlanta and call them. I did find one dealer who is not real close to me that tried to help me and was at the Ohio distributor and was going to drive the part back down local but they didn't have it....so Atlanta I called.

[Deleted User]

Dan- too bad there aren't more like you!

One important nugget is that as I understand it, there is no shipping charge if the warrantee part comes in with a regular shipment- true? My dealer does not think so.

Then I guess the question is how often do regular shipments come in.

Mainegg

that is more than reasonable Dan and makes all the more sense to support your local dealer. sometimes the best price in the long run is more costly!

stike

Bob. I'm glad your dealer understands that now, because he didn't the last time iwas there. When I got off the phone with the distributor, they said they would send someone down to go over the warranty protocol with him.b looks like theydid

the distributor told me that the BBQ barn gets weekly shipmens and that it might be speedier to go thru them

Angela

I think that BGE needs to contact these sellers and remind them of the terms of their contract.

[Deleted User]

Jeff- I might've misspoken. When I told my dealer that there is no shipping charge for warrantee items sent to the store with a regular shipment, his response was "OH, I don't know about that!" (said in a tone that indicated he did not believe me.)