Welcome to the EGGhead Forum - a great place to visit and packed with tips and EGGspert advice! You can also join the conversation and get more information and amazing kamado recipes by following Big Green Egg to Experience our World of Flavor™ at:
Facebook  |  Twitter  |  Instagram  |  Pinterest  |  Youtube  |  Vimeo
Share your photos by tagging us and using the hashtag #BigGreenEgg.

Want to see how the EGG is made? Click to Watch

BGE Warranty

Meeeshigan22
Meeeshigan22 Posts: 308
in EggHead Forum
how many weeks is acceptable to expect a response on a warranty request for a cracked fire box on a 1 year old egg? I'm using it and it's working fine but the lack of response on a premium product is not giving me the warm and fuzzy's.  Is this a dealer issue or the BGE norm?
Highland, MI

L BGE, Primo, and a KJ Jr
· Share on FacebookShare on Twitter

Comments

  • 4Runner
    4Runner Posts: 2,948
    Call the Mothership direct.  
    Joe - I'm a reformed gasser-holic aka 4Runner Columbia, SC Wonderful BGE Resource Site: http://www.nakedwhiz.com/ceramicfaq.htm and http://www.nibblemethis.com/  and http://playingwithfireandsmoke.blogspot.com/2006/02/recipes.html
    What am I drinking now?   Woodford....neat
    · Share on FacebookShare on Twitter
  • dougcrann
    dougcrann Posts: 1,129
    Bruce@biggreenegg.com ...the warranty guy at BGE...
    · Share on FacebookShare on Twitter
  • THEBuckeye
    THEBuckeye Posts: 4,232
    1-2 days NOT weeks. 
    New Albany, Ohio 

    · Share on FacebookShare on Twitter
  • Tony_T
    Tony_T Posts: 303
    edited June 2016
    The Warranty says to work through the dealer.
    What is supposed to happen is the dealer sends a picture to BGE, gets approval for a replacement, then waits for his next shipment from BGE to include the warranty item.  When done this way, there should be no shipping costs to you (per the warranty, the owner is responsible for shipping).  

    Call the dealer and ask for a delivery date estimate.
    My firebox took about a week for replacement.
    · Share on FacebookShare on Twitter
  • Photo Egg
    Photo Egg Posts: 12,137
    Should always contact your local dealer first. They should help you out. Not sure from your post if you are waiting on response from your dealer or from head BGE office.
    Thank you,
    Darian

    Galveston Texas
    · Share on FacebookShare on Twitter
  • kl8ton
    kl8ton Posts: 6,428
    Mine took longer than a week.  I had a cracked firebox.  I took it to the dealer for an exchange (because that is what they did last time i had a warranty issue) and they informed me about the picture taking process.  I took pics and emailed them to the dealer.  Probably a week later they emailed back.  It did seem like it took too long.  A few days after that, my fire ring was on their weekly shipment.


    Large, Medium, MiniMax, 36" Blackstone
    Grand Rapids MI
    · Share on FacebookShare on Twitter
  • Meeeshigan22
    Meeeshigan22 Posts: 308
    I emailed the dealer on May 31st and included photos and a copy of the receipt. Followed up a week later and was told they had not heard back yet. I would have expected something so simple to have been resolved by now. 
    Highland, MI

    L BGE, Primo, and a KJ Jr
    · Share on FacebookShare on Twitter
  • DoubleEgger
    DoubleEgger Posts: 19,200
    It's the dealer. Warranty is not a priority to some dealers. I went to the mothership and had a replacement XL base in the truck in less than five minutes. 
    · Share on FacebookShare on Twitter
  • Jupiter Jim
    Jupiter Jim Posts: 3,351
    Yes it is the dealer for sure..... seems to me that they are happy to sell you an egg and don't care so much about your business after the sale. Look for another dealer that understands the value in customer support and repeat business because of the customers advertising. My dealer in FL is awesome, I send a picture of problem and I get response same day and warrantee item is in next regular shipment from distributor. Big Green Egg works very hard to keep the Egging community happy but having dealers is like having children! no matter how hard a parent tries some children just won't do what parents tell them to do. 

    I'm only hungry when I'm awake!

    Okeechobee FL. Winter

    West Jefferson NC Summer

    · Share on FacebookShare on Twitter
  • DieselkW
    DieselkW Posts: 915
    I'm with @Jupiter Jim - I email a picture of the crack to my dealer, he responds when he gets an affirmative from BGE that the replacement has been shipped. Then he follows up with a second email to tell me it has arrived.

    10 days for the entire process would surprise me.

    Although, I've no problem using a cracked firebox or fire ring even after the part comes in.

    Indianapolis, IN

    BBQ is a celebration of culture in America. It is the closest thing we have to the wines and cheeses of Europe. 

    Drive a few hundred miles in any direction, and the experience changes dramatically. 



    · Share on FacebookShare on Twitter
  • fishlessman
    fishlessman Posts: 34,628
    up here its between the dealer and distributor, i only get bge involved when theres resistance between those two.
    fukahwee maine

    you can lead a fish to water but you can not make him drink it
    · Share on FacebookShare on Twitter
  • THEBuckeye
    THEBuckeye Posts: 4,232
    The timing all depends on where the part is shipped from the distributor - that's if the dealer doesn't stock parts.  
    New Albany, Ohio 

    · Share on FacebookShare on Twitter
  • ChokeOnSmoke
    ChokeOnSmoke Posts: 1,942
    My guess is the dealer is waiting for his next delivery from BGE so he doesn't have to pay for shipping twice.  
    Packerland, Wisconsin

    · Share on FacebookShare on Twitter

Categories