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Big Green Egg support (or more precisely, lack of)

okie
okie Posts: 33
edited August 2015 in EggHead Forum
I sent two emails to support as shown on the BGE's support contact page, and another one to warranty support. More than three weeks have passed. BGE's response? Zip. Not a word. I don't understand why companies bother to have contact emails for support and then completely ignore them. I wonder if they will bother to answer the phone.

There simply is no excuse for such poor customer support. The product they sell may be great for cooking, but BGE's support leaves me with a very bad taste.
Muskogee, OK LBGE
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Comments

  • TexanOfTheNorth
    TexanOfTheNorth Posts: 3,951
    What is your support issue? Have you contacted your dealer?
    ---------------------------------------------------------------------------------
    Well, "spa-Peggy" is kind of like spaghetti. I'm not sure what Peggy does different, if anything. But it's the one dish she's kind of made her own.
    ____________________
    Aurora, Ontario, Canada
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  • BYS1981
    BYS1981 Posts: 2,533
    Try calling them too.
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  • KentuckyEgger
    KentuckyEgger Posts: 18
    It's been a couple years, but the one time I had to contact them they answered pretty quickly.  Like has already been said, I would try calling them. 
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  • Mikee
    Mikee Posts: 897

    Calling a vendor my get a faster response if you want to be on hold forever. Emailing allows the vendor to respond when the phones stop ringing. It seems BGE dis not do justice to the OP.

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  • ryantt
    ryantt Posts: 2,558
    @Okie just give  Bruce a call at BGE.  He was easy to deal with when my dealer left me with out any answer. Actually they never bothered to return my calls, then gave me an excuse about they didn't get any messages. 

    Bruce 770.934.5300 
    XL BGE, KJ classic, Joe Jr, UDS x2 


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  • caliking
    caliking Posts: 19,780
    What's your issue? Is it something your dealer needs to address?

    The one time I called Bruce for a new gasket for my small he answered promptly and sent the gasket right away. 

    #1 LBGE December 2012 • #2 SBGE February  2013 • #3 Mini May 2013
    A happy BGE family in Houston, TX.
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  • jimithing
    jimithing Posts: 255
    For some reason I had this exact same problem with their e-mail.  Using their support e-mail I never got a response.  I agree with trying to contact Bruce directly.  If you prefer e-mail his e-mail is bruce@biggreenegg.com
    XL BGE
    Plano, TX
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  • jlsm
    jlsm Posts: 1,012
    I emailed last week and got an immediate response. Did you check your spam folder?
    *******
    Owner of a large and a beloved mini in Philadelphia
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  • SmokeyPitt
    SmokeyPitt Posts: 10,490
    I have heard this multiple times (they dont respons to email inquiries). I agree it is silly and it would bother me as well. Have someone check the damn email I dont want to have to call someone. That is so 1995. 

    Which came first the chicken or the egg?  I egged the chicken and then I ate his leg. 

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  • EggcitedinNJ
    EggcitedinNJ Posts: 91

    Ditto here. I had a question about my registration and e-mailed support via their website and never heard back.

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  • HofstraJet
    HofstraJet Posts: 1,173
    Not sure if this is the email address you are using, but try warranty@biggreenegg.com. Bruce's direct also works.
    Two Large Eggs, 6 gal Cajun Fryer, and a MiniMax in Charlotte, NC - My New Table
    Twitter: @ Bags
    Blog: TheJetsFan.com
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  • NPHuskerFL
    NPHuskerFL Posts: 17,629
    edited August 2015
    Chain of Command.  Always call the dealer first. Last place you should have to contact is the MS. That would be like having an issue on a new car and immediately calling their corporate vs dealer. FWIW I've never had warranty claims issues that weren't resolved in a timely manner. And I have always just dealt with the dealer direct. 
    LBGE 2013 & MM 2014
    Die Hard HUSKER & BRONCO FAN
    Flying Low & Slow in "Da Burg" FL
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  • Mattman3969
    Mattman3969 Posts: 10,458
    NPHuskerFL said:
    Chain of Command.  Always call the dealer first. Last place you should have to contact is the MS. That would be like having an issue on a new car and immediately calling their corporate vs dealer. FWIW I've never had warranty claims issues that weren't resolved in a timely manner. And I have always just dealt with the dealer direct. 
    ^^^^^. You are on point. 

    -----------------------------------------

    analyze adapt overcome

    2008 -Large BGE. 2013- Small BGE and 2015 - Mini. Henderson, Ky.
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  • HeavyG
    HeavyG Posts: 10,380
    sctdg said:
    Why email ?Does anyone talk to anyone any more? Text ,email,email,text. What has happened to this society does everything have to be totally without any kind of personal contact ?
    Perhaps because emailing can avoid the all too common placed on hold for 45 minutes or leaving a message to have them call back and leave a message so you call back and have to leave a message only to have them call back and have to leave a message, etc., etc., etc.

    I prefer email and will only talk to someone directly only if necessary.

    However, if I knew for certain that I could call and immediately speak to someone that had the knowledge and authority to take care of my problem that would be nice but that is about as rare as the Dodo bird.
    “Reality is that which, when you stop believing in it, doesn't go away.” ― Philip K. Diçk




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  • Ladeback69
    Ladeback69 Posts: 4,484
    I have had 3 warranty issues and every time I went to my dealer and it was remedy quickly.  They said send us some photos and they would get it taken care of.  I am with @NPHuskerFL, contact your dealer first, if they aren't helping then contact BGE directly.  I only email them if they are requesting photos or a electronic/paper trail.  I did have an issue with getting spammed on my page and I first sent it to the wrong email.  When I sent it to the right email they took care of it quickly.  God luck.  
    XL, WSM, Coleman Road Trip Gas Grill

    Kansas City, Mo.
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  • gamason
    gamason Posts: 406
    If I was having that much trouble with a product I would cut my losses and trash it. Its a shame how so many in this day and age will take to the internet and trash a company without trying to resolve the issue first. A few ignored e-mails, so what. Pick up the phone and call. The problem may have been on your end,

    Snellville,Ga.

    LBGE

    Minimax

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  • stemc33
    stemc33 Posts: 3,567
    Phone and email combo works best. Too often a worker will disregard ones phone call and your process of explaining yourself/problems start from scratch. Getting the who, what, why, how information is good with a phone call, but an email follow up confirms the exchange. 
    Steven
    Mini Max with Woo stone combo, LBGE, iGrill 2, Plate Setter, 
    two cotton pot holders to handle PS
    Banner, Wyoming
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  • piney
    piney Posts: 1,478
    Call Bruce@BGE he is a very good guy to deal with. 
    Lenoir, N.C.
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  • SmokeLife
    SmokeLife Posts: 64
    That is what your dealer is there for, let them do the work!
    Large BGE
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  • Durangler
    Durangler Posts: 1,122
    Not all dealers are the same.
    I recall @SMITTYtheSMOKER ,, a dealer ,, (Eggs By The Bay) ,, bailed out a guy who's dealer dropped the ball, or didn't even bother to pick up the ball. 
    So, sometimes your selling dealer is a lame ass who only cares about the sale. Warranty is a pain in the ass. Thus the need for other avenues to deal with an issue.


    XL BGE, 22" Weber Red Head, Fiesta Gasser .... Peoria,AZ
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  • stemc33
    stemc33 Posts: 3,567
    @okie, have you made any progress on your issue? What particular problem are you having? There many great suggestions listed above, hopefully one of the will work for you. 
    Steven
    Mini Max with Woo stone combo, LBGE, iGrill 2, Plate Setter, 
    two cotton pot holders to handle PS
    Banner, Wyoming
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  • odie91
    odie91 Posts: 541
    I had the exact opposite problem.  Calked and left two voice mails that were ignored.  Finally sent an email and got response same day.   Lay off the OP.  There are a lot of companies where it's their policy to pretty much ignore phone calls and voice mails, but give priority to email service.   How was he to know...
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  • okie
    okie Posts: 33
    I have two questions. First, is it absolutely necessary to have an air gap if placed on a fireproof surface (all stone underneath, no wood at all), and two, did they have my registration on my first BGE? Either are easy for them to answer if they would take the time. 

    I wouldn't trust the dealer to know the answer to either question.

    And yes, I can and will call. I am not normally a complainer.  But my point is why bother having a on-line link to contact support if no one is responding? Is it just for appearance? If they won't respond to an inquiry from their support page which instructs you to use that method of contact, why even have that as an option? It is silly.

    And no, there was nothing in my spam folder. It is not that big a deal, I know. Just a bit frustrating to be ignored after dropping two grand for their products.
    Muskogee, OK LBGE
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  • pgprescott
    pgprescott Posts: 14,544
    You aren't planning on installing the stone right up to the side of the egg are you? Are you talking about the bottom of the egg? Either way, IMO air is always good. 
     If you go through your dealer, you don't even need to register your egg, it's a mute point. Your dealer will take care of all the issues with their supplier.  Easy peasy. Good luck. 
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  • nolaegghead
    nolaegghead Posts: 42,109
    NARFTLE THE GARTHOK!
    ______________________________________________
    I love lamp..
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  • HofstraJet
    HofstraJet Posts: 1,173
    nolaegghead said:
    NARFTLE THE GARTHOK!
    Nola, you ignorant slut.
    Two Large Eggs, 6 gal Cajun Fryer, and a MiniMax in Charlotte, NC - My New Table
    Twitter: @ Bags
    Blog: TheJetsFan.com
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  • jimithing
    jimithing Posts: 255
    okie said:

    And yes, I can and will call. I am not normally a complainer.  But my point is why bother having a on-line link to contact support if no one is responding? Is it just for appearance? If they won't respond to an inquiry from their support page which instructs you to use that method of contact, why even have that as an option? It is silly.

    And no, there was nothing in my spam folder. It is not that big a deal, I know. Just a bit frustrating to be ignored after dropping two grand for their products.
    I agree with this 100%.  For me it's hard to call during their business hours.  I manage people at work and get hundreds of e-mails per day.  Then I come home to family who are my top priority.  My egging time is after the kid is in bed and on the weekends.  If I can't make it to my dealer for a week and have a fairly simple question it's not unreasonable to expect a response from an e-mail the mothership.  If it takes a day or two that's one thing but to never respond is unacceptable IMO.
    XL BGE
    Plano, TX
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  • fishlessman
    fishlessman Posts: 34,597
    okie said:
    I have two questions. First, is it absolutely necessary to have an air gap if placed on a fireproof surface (all stone underneath, no wood at all), and two, did they have my registration on my first BGE? Either are easy for them to answer if they would take the time. 

    I wouldn't trust the dealer to know the answer to either question.

    And yes, I can and will call. I am not normally a complainer.  But my point is why bother having a on-line link to contact support if no one is responding? Is it just for appearance? If they won't respond to an inquiry from their support page which instructs you to use that method of contact, why even have that as an option? It is silly.

    And no, there was nothing in my spam folder. It is not that big a deal, I know. Just a bit frustrating to be ignored after dropping two grand for their products.
    first question, ive seen stones crack/explode from the heat with the egg sitting directly on them.
    second question, i dont actually believe they keep those warranty registration cards =)
    fukahwee maine

    you can lead a fish to water but you can not make him drink it
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  • DaveRichardson
    DaveRichardson Posts: 2,324
    I agree with the air gap.  Get the table nest.  Makes it look pretty cool with the big a$$ ceramic thing seemingly floating on the table/stones....

    Warranty work should be with your dealer.  You have a receipt??  That's all you should need with your dealer. 

    LBGE since 2014

    Griffin, GA 

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