Warranty claims, my dealer has no idea what I'm talking about.

anton · December 2014

My fire ring cracked and I called the dealer to file a claim. I can't believe what kind of buck passing went on. First, the original saleslady said she had no idea about a lifetime warranty on ceramics, she almost got argumentative that I only had a one year warranty. She tired of my persistence, and I was transferred to the "warranty lady". She also had no idea of warranty particulars, has never dealt with a claim before, and did not know the procedure, has to do research, and will get back to me. This is a large appliance dealership, I am surprised at their lack of knowledge regarding BGE process, maybe they have been extremely lucky that none of their other customers have had issues. My bottom line question to you all is, should I have just called BGE direct initially? What has been your experiences?

lkapigian · December 2014

BGE Warranty Here

anton · December 2014

lkapigian said:

BGE Warranty Here

Sir, I have read that 5 times over and am adhering to #10, I qualify and have done everything in accordance with their requirements, am I missing something? Please point it out. I would appreciate it.

fishlessman · December 2014

the last time i needed the dome replaced the dealer didnt know what to do until he called the local distributor, they had a form to fill out and i needed to get the dealer digital pics of the broken part to get the replacement approved. before that, my first egg, bge sent me an email to give to the dealer and they straightened it out on the spot. bge likes you to go through the dealer and distributer now

BYS1981 · December 2014

I called bge instead of the local dealer. Is it the egg dealer in berkeley?

anton · December 2014

BYS1981,
it is called Standards of Excellence Appliances in San Jose, so far, I am laughing at their name. You in the Bay Area?

Photo Egg · December 2014

Although you should be able to get help from the dealer who sold you your Egg, it can be handled by any BGE dealer in your area. Knowledge and willingness to help can vary greatly at each dealer. Some will just swap out on the spot, some will ask you to bring/submit photo, some will charge you shipping. It's a crap shoot at times. Be nice and try to be patient. It will get worked out.

anton · December 2014

Photo Egg
I figured going to a different dealer might be in bad form, I figured, why would someone who did not sell me the egg want to deal with all that? I'll let them do their due dilligence, I guess I am dismayed at how not easy the process has been for me, I am glad many of you have not had issues, we will see how this plays out.

SMITTYtheSMOKER · December 2014

Hello Anton,

I suggest you send an email to Bruce at BGE, once he approves you can forward that email to me and arrange a pick up at our shop. What size Egg?

Photo Egg · December 2014

anton said:

Photo Egg
I figured going to a different dealer might be in bad form, I figured, why would someone who did not sell me the egg want to deal with all that? I'll let them do their due dilligence, I guess I am dismayed at how not easy the process has been for me, I am glad many of you have not had issues, we will see how this plays out.

I understand. But a different dealer, with great customer service, like SMITTYtheSMOKER, will help you out for future business and word of mouth advertising…We wish they were all like Smitty.

I'm lucky to have a good dealer in my area as well.

anton · December 2014

SMITTYtheSMOKER
It's a medium, thanks dude, you would have been my next call, I will give them a chance to rectify things, if not , I will contact you, thank you again.
:-bd

NPHuskerFL · December 2014

When I had a claim on the fire ring and fire box I only had to show them photos and then forwarded them the pics in an e-mail. They had a couple there and away I went. I'm sure it would take a week or so if they didn't have them there. But, no hassle and they were very helpful and knowledgeable.

anton · December 2014

NPHuskerFL
Yep, emails sent, detailed pics, pics of serial #, scan of original reciept, with cc receipt as well, warranty is registered in my name, gift from my dad, all properly documented.

Shiff · December 2014

anton said:

lkapigian said:

BGE Warranty Here

Sir, I have read that 5 times over and am adhering to #10, I qualify and have done everything in accordance with their requirements, am I missing something? Please point it out. I would appreciate it.

Is this dealer an authorized dealer? They aren't listed on the BGE website as an authorized dealer so that may be why they don't know anything about warranty coverage. Hopefully the BGE company will help you get this sorted out.

Skiddymarker · December 2014

Good Luck - sounds like your first stop should have been Smitty....

Thanks for the reminder, think my fire ring has a crack....

jenericzac · December 2014

I'm going through the process for my cracked base right now myself. Sent in photos of damage and a pic of the original receipt. Local dealer who I did not originally purchase it from sent info to their BGE rep who had them send it to BGE Warranty. I was contacted by the dealer today asking for the number under the dome so they can fill out the paperwork. I guess that's a good sign? The number under the dome on my LBGE is only 2 digits though as opposed to the 6 digit code on my new SBGE. Hope I gave them the right number but I didn't see anything else on there. Eggs about 5 yrs old. Does anyone else have the same sort of numbering system on their dome?

Durangler · December 2014

My XL, that I received one year ago, has numbers on the dome & base. (not sure they match) I think on fire box & fire ring also. (need to double check that)

I never thought to take pictures of all the visible codes & numbers before using it. May have to clean burn to get pics. Have all other documentation I hope.

NPHuskerFL · December 2014

Sounds like an uneducated dealer whom is still in holiday mode. Squeaky wheel gets the grease

jhl192 · December 2014

I have found ther are dealers and there are dealers. All sell BGEs and eggcessorires. Only some do demo's, participate in feats', forums, sell complimentary products and educate themselves on the warranty process.

johnkitchens · December 2014

I my opinion, and it's worth what you paid for it, the dealer that you bought the egg from should handle the warranty. They made the original money off of your transaction.

I have read a number of posts on here about people having a hard time with dealers concerning warranty claims. It shouldn't be like this. The egg dealers are more than happy to take our money, but when we need them they act like it is their first day on the job.

I think BGE corporate needs to do a better job on how dealers handle customers when it comes to a claim. Many of us have multiple eggs. Piss me off, and I just might purchase a KJ next time.

Customers have long memories when it comes to getting shafted by a company.

Mattman3969 · December 2014

Very well said @johnKitchens. I've 2 eggs from different dealers but the main distributor is only 15mins from my house. Both dealers are great to work with but if they don't have the parts they can arrange for pick up from the distributor.

johnkitchens · December 2014

Thanks @Mattman3969.

Jeepster47 · December 2014

Durangler said:

... I never thought to take pictures of all the visible codes & numbers before using it. May have to clean burn to get pics. Have all other documentation I hope.

@Durangler ... Shine a flashlight across (parallel to) the surface where the codes are embedded. Many times that will make them stand out proud ... even without a clean burn.

I like my dealer more now after listening to some of your problems. When I asked him about warranty down the road, he stated; "I'm your dealer, I sold you the egg, come see me and I'll take care of you." After about a week, the temp dial fogging up. When I asked him about drilling out the bottom to vent it, he reached up and handed me a new one ... told me to bring in the old one when I had a chance. I know it's a cheap part and a minor problem, but his approach towards making me a happy customer was refreshing.

@anton ... I hope you get satisfaction from your dealer. Either way, a follow up letter to BGE clearly expressing your dissatisfaction with your current dealer ... and BGE, since your dealer is their representative ... is a good move. Good companies want to hear about problems with their product, service, support, etc. If we don't tell them, they'll never have a chance to fix it.

anton · December 2014

Update********* Update************** Very interesting update!
I got a call out of the blue this afternoon, a very enthusiastic individual name of Steve calls and says to the effect "Hi, I know who you are and the situation with your BGE, and I want to start by saying that your dealer is not handling the situation, I have taken it out of their hands, I am the distributor" He continued on to say the original dealer does not know the process, does not deal with warranty issues, and basically is hanging on by a thread as a dealer. He was forwarded the emails I had sent, and will have my replacement sent to the closest gold dealer to me. He works for the Sierra co, apparently his service area is Ca, Az, and most of Nevada. Stellar dude, great phone presence. My part will be sent to Dale Hardware, my childhood hardware store, I was born and raised in Fremont Ca, Dale has been there my whole life. Good ending to a rough started process. @SMITTYtheSMOKER, again I thank you my friend, I should have started with you, but if you didn't already know, you are my go-to guy and store. Dale is great and all, but I like your selection and prices better.
:-bd :-bd

DaveRichardson · December 2014

SMITTYtheSMOKER said:
Hello Anton,

I suggest you send an email to Bruce at BGE, once he approves you can forward that email to me and arrange a pick up at our shop. What size Egg?

Now THIS is service & dedication to something you love AND represent! Putting your money where you mouth is! Great to see people like this!

NPHuskerFL · December 2014

@johnkitchens‌ I have a memory like a elephant and I'm as unforgiving as an IED in rush hour traffic. I feel blessed starting out with such a solid dealer. When I walk in it sorta feels like CHEERS. That's what a dealer should strive for IMHO.

NPHuskerFL · December 2014

BGE food for thought. A happy BGE customer buys more eggs, eggcessories, lump etc and tends to direct friends and acquaintances to them for business. A jaded BGE customer goes elsewhere and tells friends and acquaintances where not to shop. Word of mouth is King.

anton · December 2014

NPHuskerFL said:

BGE food for thought. A happy BGE customer buys more eggs, eggcessories, lump etc and tends to direct friends and acquaintances to them for business. A jaded BGE customer goes elsewhere and tells friends and acquaintances where not to shop. Word of mouth is King.

WORD!!!!

theyolksonyou · December 2014

NPHuskerFL said:

BGE food for thought. A happy BGE customer buys more eggs, eggcessories, lump etc and tends to direct friends and acquaintances to them for business. A jaded BGE customer goes elsewhere and tells friends and acquaintances where not to shop. Word of mouth is King.

As a quality manager for a major manufacturer, I can tell you, you are spot on! If we screw something up and we take care of the end user ASAP all is good. Unfortunately, in manufacturing it doesn't always work that way and all is not good. However, if you have this warranty and inventory and a good network of educated dealers, should rarely be an issue.

R2Egg2Q · December 2014

Glad to hear that Sierra Select is stepping up for you. I've only had one warranty claim and Smitty took care of mine in minutes. It was a non issue.

MrCookingNurse · December 2014

My dealer is awesome, and I have also contacted BGE direct. Both worked fast and great. I found a crack that went from the three holes in my fire box this weekend. It goes all the way through but it is still held together. I won't worry anyone with it now. Still isn't "broken".

Warranty claims, my dealer has no idea what I'm talking about.

Comments

Categories