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Not real thrilled...
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dougcrann
Posts: 1,129
...with the quality of the Egg ceramics. In the past year I had a XL base warranted. The replacement cracked as well. Had a firebox replaced under the warranty. That cracked as well. Haven't even had our Large a year and the base cracked. My dealer is a bit of an arse...already sent these pictures to him....almost dreading dealing with him...
Comments
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Call the mother ship and ask for BruceMSV Chill Spot
Chester County, PA
http://egginwithedward.blogspot.com/
http://edwardhardingphotography.zenfolio.com/ -
hapster said:Call the mother ship and ask for Bruce
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Then find another dealer... But cc Bruce on any emails to themMSV Chill Spot
Chester County, PA
http://egginwithedward.blogspot.com/
http://edwardhardingphotography.zenfolio.com/ -
^what he said
Bruce tests these and knows why they fail when they fail
he wouldube happy to hear me say it, but he's why i feel comfortable dousing these with ice water from the cooler at a Patriots game after cooking at a tailgate for a few hours.
When they crack, it isn't your fault. Just the nature of the beast (occasionally).
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hapster said:Then find another dealer... But cc Bruce on any emails to them
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eBay is no good... Find another one or ask Bruce to find you one you can work withMSV Chill Spot
Chester County, PA
http://egginwithedward.blogspot.com/
http://edwardhardingphotography.zenfolio.com/ -
hapster said:eBay is no good... Find another one or ask Bruce to find you one you can work with
Sadly the warranty is only as good as your dealer. -
Dealers are both the strength and weakness of BGE
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That is an interesting looking break in the bottom of the base (if I'm seeing it correctly) Almost looks like the base was drilled out and filled - very circular "crack".Delta B.C. - Whiskey and steak, because no good story ever started with someone having a salad!
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Skiddymarker said:That is an interesting looking break in the bottom of the base (if I'm seeing it correctly) Almost looks like the base was drilled out and filled - very circular "crack".
If you run your hand over the area where mine is cracked it feels like there is a small depression. Just looked on the dealer locator...there is one in Post Falls....which is about 2 hours from me...place I am using now is about half that. Last time I needed a warranty part it turned into a almost 7 week long nightmare. They "forgot" to order my part. When it showed up it was a firebox....to bad I needed a fire ring. They ended up giving me the ring out of a floor model...why they didn't do that after the first screw up who knows. Not a real big fan of people who just can't say they screwed up...always has to be someone else who is to blame... -
I'm tge same way. Owning a mistake goes a long way with me. Thats one of the first things I teach new employees. When your first words are "well it wasnt me" then you've lost trust. Better to own it, even if you didnt do it, in my opinion.
Little Rock, AR
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@Biggreenpharmacist - true pearl of wisdom right there. Hopefully your employees appreciate it at the time but I know they will down the road.Louisville; Rolling smoke in the neighbourhood. # 38 for the win. Life is too short for light/lite beer! Seems I'm livin in a transitional period.
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Biggreenpharmacist said:I'm tge same way. Owning a mistake goes a long way with me. Thats one of the first things I teach new employees. When your first words are "well it wasnt me" then you've lost trust. Better to own it, even if you didnt do it, in my opinion.
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Biggreenpharmacist said:I'm tge same way. Owning a mistake goes a long way with me. Thats one of the first things I teach new employees. When your first words are "well it wasnt me" then you've lost trust. Better to own it, even if you didnt do it, in my opinion.
Damn smart phone...more like stupid operator. Should have added....I was going to purchase a Small Egg from the place I have been using. But after what happened ain't gonna happen. I don't mind spending money...just hate spending it and getting poor customer service. I will be making a trip to Phoenix in the fall...will be buying the Small from the shop that a friend deals with. This shop has never mistreated my buddy...gladly give someone like him my $$$.... -
Be sure and tell them WHY you are buying it there, too. A little praise for good customer service goes a long way as well and thats a darn good way to become a priority customer.
Little Rock, AR
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Biggreenpharmacist said:Be sure and tell them WHY you are buying it there, too. A little praise for good customer service goes a long way as well and thats a darn good way to become a priority customer.
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Just got an email from Bruce from the "Mothership". He wants to know about my issues with the dealer...said he will talk to the distributor to hopefully avoid any more nightmares. If I want to believe what my dealer told me the last half of my previous problem was all on the distributor....however there is a lot more to it than that. Got a feeling I am wasting my time...
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Visited the other dealer in town today. They told me that it will only be 3-4 days for them to get a warranty part in. Will have to pay the freight....so be it. Sent an email to Bruce about switching dealers...he has no problem with it. He gave me a BGE "hotline" phone number...wants to speak with me first...
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Now THAT is customer service. Just had a very pleasant chat with Bruce, from Big Green Egg....the "BGE Hotline" number he gave me was his home number...hell of a guy...
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You have to pay freight on a warranty part?Aledo, Texas
Large BGE
KJ Jr.
Exodus 12:9 KJV
Eat not of it raw, nor sodden at all with water, but roast with fire; his head with his legs, and with the purtenance thereof. -
Toxarch said:You have to pay freight on a warranty part?
To the OP - I'm curious how your eggs are positioned - are they in regular nests? Do you have them sitting in a table? I'm just curious if there's something about the way they're set up that's making them prone to failure.
XL BGE
Plano, TX -
"You have to pay freight on a warranty part? "
I just had my first experience with needing to use the warrenty. My fire grate cracked in half; I had used my egg less than a dozen times by then. Dealer said "never heard of that" (really????? ), and asked a half dozen questions about what I did wrong. Took him a week to get "instructions" from the mother ship about what to do. Said I was lucky...they only get a shipment from the mother ship every month...if I was a few days later I would have to wait for next month's slow boat from GA to make it all the way to Maryland. When it got here 2 weeks later I had to pay $20 shipping for my "free" warrantied grid replacement.
Stay Calm and Egg On
1 lonely medium in Rockville, MD -
jimithing said:Toxarch said:You have to pay freight on a warranty part?
To the OP - I'm curious how your eggs are positioned - are they in regular nests? Do you have them sitting in a table? I'm just curious if there's something about the way they're set up that's making them prone to failure.
12. SHIPPING AND DELIVERY: BGE is not liable for shipping, delivery charges, labor, packaging costs, export/import duties, VAT or any levied taxes resulting from any Warranty claim, service, repair or return, unless authorized in advance in writing by BGE.
Some dealers will not charge freight, the warranty part is just added to an existing shipment.
This dealer does charge. Small price to pay for not having to wait 6-7 weeks....the place I am now using is telling me a few days as they get shipments from the distributor weekly.
Noticed someone seemed to have a problem paying freight of a warranty part. I recently purchased a the newer style high dome for an XL. It cost $288. So if the freight were to be $25 that is a small price to pay for getting another dome. Nothing in life is free...somebody has to pay for freight.
In regards to how our Eggs are sitting. The Large, the one that just cracked, is sitting in a table. It is sitting on a metal stand that I built. It consists of 4 angle iron legs, about 4" tall. They are welded to an piece of quarter inch thick plate that is in the shape of an "x". The width of each leg of the X is 1.5". I spoke with Bruce at BGE headquarters last night, the guy that does all the warranty stuff. Neither he nor another guy he showed the pictures to have ever seen an Egg crack like this. On the inside of the half moon shaped crack there is a small depression. Bruce told me that he thinks that my base may have been removed from the mold before the ceramic cooled enough. The crack looks like it was made by a tool of some sort.
My large bases...the original one...and the warranty replacement that cracked both did so when it was sitting in the nest from BGE. The warranty firebox that cracked did so while,it was sitting in a duplicate of the previously mentioned stand. To say that this is the reason the firebox cracked is a bit far fetched.
And the warranty fire ring that broke...it was in 4 pieces when I opened the box...
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Well this may have turned out to be a good thing, switching dealers. I emailed pictures and a copy of my receipt to the new dealer yesterday. Few hours later I got a phone call, something the old dealer NEVER did. Said I will have the new base early next week. Impressive...
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