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"Top Notch" Customer Support

calracefan
calracefan Posts: 606
in EggHead Forum
I emailed Bruce @ Big Green Egg along with a picture of my gasket,which is looking pretty rough. Very Crispy flakes away if touched. His reply was "I have no problem replacing your gasket under warranty", now that is support ! No bickering no nothing just boom ,here you go.
Ova B.
Fulton MO
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Comments

  • Skiddymarker
    Skiddymarker Posts: 8,522
    I have heard nothing but great things about the folks at the "Mothership". Did you approach your dealer? If not why not? Just curious. 
    Delta B.C. - Whiskey and steak, because no good story ever started with someone having a salad!
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  • FanOfFanboys
    FanOfFanboys Posts: 2,615
    I emailed him as well. Had gasket at my house within few business days. @skiddymarker I once mentioned to my dealer about my gasket while picking up few items and they tried to sell me a gasket. That I can't cook without one, ruins everything (temp, charcoal, warranty). I told them BGE replaces them for free and that gaskets aren't req'd. She got annoyed and stopped helping and just waited at the register rest of time.
    Boom
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  • Skiddymarker
    Skiddymarker Posts: 8,522
    @FanOfFanboys - Thanks. My dealer is excellent as are probably many other dealers. 

    Given the number of times I have heard folks talk about the poor quality of dealer service from BGE dealers I am amazed how can such a great company allow some of these folks to sell their product. No wonder many seem to deal directly with BGE. 


    Delta B.C. - Whiskey and steak, because no good story ever started with someone having a salad!
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  • calracefan
    calracefan Posts: 606
    Skiddymarker said:
    I have heard nothing but great things about the folks at the "Mothership". Did you approach your dealer? If not why not? Just curious. 
    I did e-mail the dealer and have heard nothing from him, so I sent the e-mail to Bruce.I have not been happy with the dealer I bought my egg from ever since he got my money !
    Ova B.
    Fulton MO
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  • Chubbs
    Chubbs Posts: 6,929
    calracefan said:


    Skiddymarker said:

    I have heard nothing but great things about the folks at the "Mothership". Did you approach your dealer? If not why not? Just curious. 

    I did e-mail the dealer and have heard nothing from him, so I sent the e-mail to Bruce.I have not been happy with the dealer I bought my egg from ever since he got my money !


    My dealer went belly up in ATL. I called to get a replacement gasket and got denied because I didn't have proof of purchase. I can't keep a receipt 2 minutes. Much less a year. Had to get a nomex
    Columbia, SC --- LBGE 2011 -- MINI BGE 2013
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  • FanOfFanboys
    FanOfFanboys Posts: 2,615
    Holepuncher said:
    I received a free package of fire starters from my dealer for Christmas.  Thought was pretty cool.

    very cool. Something that cost a dealer very little and they gain a loyal customer more often than not
    Boom
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