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Very disappointed in BGE customer service...

Gravytrain84
Gravytrain84 Posts: 322
edited December 2016 in EggHead Forum
 I have a five-year-old egg with a shattered firebox that I've been trying to get replaced for over a month now. I have called them 5 to 6 times and have left multiple emails and voicemails with no return calls or emails at all. 

Does anyone have suggestions on how to get in touch with these people?

For years I have bragged about big green egg and their customer service/warranty that they offer. This experience is definitely changing my opinion of that company... 
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Comments

  • rockymountaineggster
    rockymountaineggster Posts: 113
    edited December 2016
    Bruce is your guy for warranty claims, I dont have his email handy but it's easily found in the search function above.

    Edit: found it bruce@biggreenegg.com 
    Parker, Colorado
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  • Gravytrain84
    Gravytrain84 Posts: 322
    But why are these other people not responding to phone calls, voicemails, and emails?
    A bit ridiculous in my opinion
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  • pgprescott
    pgprescott Posts: 14,544
    Gravytrain84 said:
    But why are these other people not responding to phone calls, voicemails, and emails?
    A bit ridiculous in my opinion
    No dealer?
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  • StillH2OEgger
    StillH2OEgger Posts: 3,899
    Did you try the dealer you purchased the BGE from first? I would only contact the mothership if getting stonewalled by my dealer.
    Stillwater, MN
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  • WeberWho
    WeberWho Posts: 11,537
    Gravytrain84 said:
    But why are these other people not responding to phone calls, voicemails, and emails?
    A bit ridiculous in my opinion
    Are they the current ones?
    "The pig is an amazing animal. You feed a pig an apple and it makes bacon. Let's see Michael Phelps do that" - Jim Gaffigan

    Minnesota
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  • Gravytrain84
    Gravytrain84 Posts: 322
    StillH2OEgger said:
    Did you try the dealer you purchased the BGE from first? I would only contact the mothership if getting stonewalled by my dealer.
    I will give them a call tomorrow. I did not want to bother them with this because you would think a company would have the courtesy to give their customers return phone calls
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  • Gravytrain84
    Gravytrain84 Posts: 322
    edited December 2016
    WeberWho said:
    Gravytrain84 said:
    But why are these other people not responding to phone calls, voicemails, and emails?
    A bit ridiculous in my opinion
    Are they the current ones?
    What do you mean?

    when I call customer service someone answers but when I request to be transferred to warranty department all I get is voicemails.


    last time I spoke to a girl she even said "oh this guy I'm xfer you too is very responsive and will get with you ASAP.. a week later... crickets. 
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  • StillH2OEgger
    StillH2OEgger Posts: 3,899
    edited December 2016
    Gravytrain84 said:
    StillH2OEgger said:
    Did you try the dealer you purchased the BGE from first? I would only contact the mothership if getting stonewalled by my dealer.
    I will give them a call tomorrow. I did not want to bother them with this because you would think a company would have the courtesy to give their customers return phone calls
    Contacting the mothership would be a last resort for me. Plus, you're dealer is probably just down the road. I've not had a warranty claim, but my guess is the first question from BGE would be to ask if you tried contacting your dealer. Here is what their website says about warranty issues:

    WARRANTY CLAIM PROCEDURE:

    A valid proof of purchase receipt from an Authorized Dealer will be required to make a Warranty claim. For Warranty support, contact the Authorized Dealer from which the item was purchased.
    You may contact any Authorized Dealer if the EGG was purchased within the United States. For EGGs purchased in countries outside the United States, Warranty claims are handled by an Authorized Dealer or Distributor in the country of purchase.
    Please refer to the INTERNATIONAL section of the BGE website at BigGreenEgg.com to locate the Authorized BGE International Distributor in your particular region. Warranty claims must be made through an Authorized Dealer or Distributor within the original country of purchase.
    Do not ship or mail any components for a Warranty claim before contacting an Authorized Dealer or Distributor, as in some cases it may not be necessary to return the warranted part. Our goal is to make any Warranty claim as simple as possible. If further assistance is needed, please email Warranty@BigGreenEgg.com

    Stillwater, MN
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  • Gravytrain84
    Gravytrain84 Posts: 322
    edited December 2016
    StillH2OEgger said:
    Gravytrain84 said:
    StillH2OEgger said:
    Did you try the dealer you purchased the BGE from first? I would only contact the mothership if getting stonewalled by my dealer.
    I will give them a call tomorrow. I did not want to bother them with this because you would think a company would have the courtesy to give their customers return phone calls
    Contacting the mothership would be a last resort type of thing for me. Plus, you're dealer is probably just down the road. I have no idea where you live, but I'm guessing there's little chance it's closer than your dealer.
    True. I'm in Louisiana 

    The first guy I spoke with a month ago told me all I needed to do with snap a picture of broken piece and send an email with the information of where it was purchased.that is why I did it this way.. I thought it would've been a simple task.

    still does not justify them not responding to emails or phone calls. Poor customer service
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  • SemolinaPilchard
    SemolinaPilchard Posts: 1,282
    Usually the dealer will have one in stock. If not, you wait til the next shipment, or if you are in a hurry you pay for shipping.
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  • theyolksonyou
    theyolksonyou Posts: 18,459
    Where's that pic of @fishlesman firebox?
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  • pgprescott
    pgprescott Posts: 14,544
    Gravytrain84 said:
    StillH2OEgger said:
    Gravytrain84 said:
    StillH2OEgger said:
    Did you try the dealer you purchased the BGE from first? I would only contact the mothership if getting stonewalled by my dealer.
    I will give them a call tomorrow. I did not want to bother them with this because you would think a company would have the courtesy to give their customers return phone calls
    Contacting the mothership would be a last resort type of thing for me. Plus, you're dealer is probably just down the road. I have no idea where you live, but I'm guessing there's little chance it's closer than your dealer.
    True. I'm in Louisiana 

    The first guy I spoke with a month ago told me all I needed to do with snap a picture of broken piece and send an email with the information of where it was purchased.that is why I did it this way.. I thought it would've been a simple task.

    still does not justify them not responding to emails or phone calls. Poor customer service
    The dealer will do what you described. Take them your photos and purchase date info or receipt. Always go to the dealer. That is precisely why they have them. 
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  • VB_egger
    VB_egger Posts: 364
    @Gravytrain84, I logged on here tonight not to bash customer service but the company itself to an extent. I will just join this thread instead. 

    Tonight I cooked dinner on my BGE that I have added a KAB to, replaced DFMT with smoke ware cap, replaced my thermometer with the KJ thermometer, replaced my grid and junky plate setter for the KJ divide and conquer system, 3rd party gasket, underbite that just looks bad lol, and don't get me started on BGE Eggessories quality or price.  IMO things need to change down there in ATL or the MAP of their product should be reduced haha. 

    Not trolling or hijacking but why start another thread. 
    VA Beach
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  • VB_egger
    VB_egger Posts: 364
    @theyolksonyou, yes. 
    VA Beach
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  • JMCXL
    JMCXL Posts: 1,524
    I guess the point is, If  Gravytrain84  has the correct email and phone number (sounds like he does) and he has contacted them (sounds like more than once) why don't they respond. They could respond with "please contact your local dealer for replacement" or they could just help the guy.  

    I love my egg and hope when I have my next problem it is dealt with like my first (and only ) claim - my MM handles. the MM handles were handled wonderfully ,but I wondered if that was because of a potential safely issue that could cause a lawsuit.
    Northern New Jersey
     XL - Woo2, AR      L (2) - Woo, PS Woo     MM (2) - Woo       MINI

    Check out https://www.grillingwithpapaj.com for some fun and more Grilling with Papa (incase you haven't gotten enough of me)

    Also, check out my YouTube Page
    https://www.youtube.com/c/grillingwithpapaj

    Follow me on Facebook 
    https://www.facebook.com/GrillingPapaJ/

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  • Gravytrain84
    Gravytrain84 Posts: 322
    JMCXL said:
    I guess the point is, If  Gravytrain84  has the correct email and phone number (sounds like he does) and he has contacted them (sounds like more than once) why don't they respond. They could respond with "please contact your local dealer for replacement" or they could just help the guy.  

    I love my egg and hope when I have my next problem it is dealt with like my first (and only ) claim - my MM handles. the MM handles were handled wonderfully ,but I wondered if that was because of a potential safely issue that could cause a lawsuit.
    Exxxxacctttlyyyyy... if I am doing the process wrong, have the decency to email me back or call me and let me know. 
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  • Hub
    Hub Posts: 927
    VB_egger said:
    @Gravytrain84, I logged on here tonight not to bash customer service but the company itself to an extent. I will just join this thread instead. 

    Tonight I cooked dinner on my BGE that I have added a KAB to, replaced DFMT with smoke ware cap, replaced my thermometer with the KJ thermometer, replaced my grid and junky plate setter for the KJ divide and conquer system, 3rd party gasket, underbite that just looks bad lol, and don't get me started on BGE Eggessories quality or price.  IMO things need to change down there in ATL or the MAP of their product should be reduced haha. 

    Not trolling or hijacking but why start another thread. 
    I think this is a very valid point.  BGE has long been resting on its past successes.  I think we are all fans of BGE, but many of us are frustrated at paying top dollar but not receiving top returns.  It has nothing to do with research, but instead has to do with complacency. 
    Beautiful and lovely Villa Rica, Georgia
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  • GATraveller
    GATraveller Posts: 8,207
    From my experience......customer service works extremely well when done correctly. 

    "Social media gives legions of idiots the right to speak when they once only spoke at a bar after a glass of wine, without harming the community [...] but now they have the same right to speak as a Nobel Prize winner. It's the invasion of the idiots."
                                                                                  -Umberto Eco

    2 Large
    Peachtree Corners, GA
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  • theyolksonyou
    theyolksonyou Posts: 18,459
    Hub said:
    VB_egger said:
    @Gravytrain84, I logged on here tonight not to bash customer service but the company itself to an extent. I will just join this thread instead. 

    Tonight I cooked dinner on my BGE that I have added a KAB to, replaced DFMT with smoke ware cap, replaced my thermometer with the KJ thermometer, replaced my grid and junky plate setter for the KJ divide and conquer system, 3rd party gasket, underbite that just looks bad lol, and don't get me started on BGE Eggessories quality or price.  IMO things need to change down there in ATL or the MAP of their product should be reduced haha. 

    Not trolling or hijacking but why start another thread. 
    I think this is a very valid point.  BGE has long been resting on its past successes.  I think we are all fans of BGE, but many of us are frustrated at paying top dollar but not receiving top returns.  It has nothing to do with research, but instead has to do with complacency. 
    If you do your research, you'll find you're unhappy with available product. So who's really at fault?  No one forced you to buy the green one. Your choice. You bought the complacency of your own free will. 
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  • Mattman3969
    Mattman3969 Posts: 10,458
    Why did you not start the claim with you dealer? Generally there is no need to go to cooperate unless you have a sucky dealer.  I cracked a base after owning my large for 7yrs, took pics to my dealer and walked out with a new base.  Easy as that.  

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

    analyze adapt overcome

    2008 -Large BGE. 2013- Small BGE and 2015 - Mini. Henderson, Ky.
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  • VB_egger
    VB_egger Posts: 364
    @theyolksonyou, no arguments there. I bought strictly on name recognition. No regrets. My next two purchases were of a different brand, no regrets there either.  

    What i will say is the company needs to look at some things if they want to stay relevant for the long term. Check a KJ forum and see how many of their consumers are using BGE products, having over/under bite issues, complaining about customer service, quality or price of accessories. 

    What do you mean I am unhappy with available product? What exactly are you saying?
    VA Beach
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  • theyolksonyou
    theyolksonyou Posts: 18,459
    VB_egger said:
    @theyolksonyou, no arguments there. I bought strictly on name recognition. No regrets. My next two purchases were of a different brand, no regrets there either.  

    What i will say is the company needs to look at some things if they want to stay relevant for the long term. Check a KJ forum and see how many of their consumers are using BGE products, having over/under bite issues, complaining about customer service, quality or price of accessories. 

    What do you mean I am unhappy with available product? What exactly are you saying?
    Obviously, you're not happy with a stock BGE. That's what I mean. 

    Our division President tells us all the time, "customers vote with their wallet."  If enough people do their research and vote with their wallet, BGE will be forced to innovate. Simple as that. 

    BTW, I have two hi que fire grates, two woos/AR and two SW caps. Have rutlands still in the box, but other than the fire grates, I'd be fine. 
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  • GATraveller
    GATraveller Posts: 8,207
    I have my business hours plainly spelled out on the front door. I find it extremely annoying when someone knocks because it's locked and I have to go explain something thats written right in front of their face. 

    "Social media gives legions of idiots the right to speak when they once only spoke at a bar after a glass of wine, without harming the community [...] but now they have the same right to speak as a Nobel Prize winner. It's the invasion of the idiots."
                                                                                  -Umberto Eco

    2 Large
    Peachtree Corners, GA
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  • GregW
    GregW Posts: 2,678
    I have always been very pleased with the handling of any warranty issues I have had.
    With that being said, it makes a huge difference if you purchase from a good dealer. The dealer has always acted in my interest and stayed proactively on top of the warranty claim. They even made sure that the replacement parts were shipped in combination with their other orders to make sure I didn't have to pay any freight charges.
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  • VB_egger
    VB_egger Posts: 364
    Yes you are right, I am not happy with a stock BGE, the plate setter, their lump, and any of the eggsessories I have purchased. I have since voted with my wallet, not to make them innovate but to make me happy.  their innovation game is a few years if not more behind and will be waayyy overpriced. 
    VA Beach
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  • Hub
    Hub Posts: 927
    edited December 2016
    theyolksonyou said:
    Hub said:
    VB_egger said:
    @Gravytrain84, I logged on here tonight not to bash customer service but the company itself to an extent. I will just join this thread instead. 

    Tonight I cooked dinner on my BGE that I have added a KAB to, replaced DFMT with smoke ware cap, replaced my thermometer with the KJ thermometer, replaced my grid and junky plate setter for the KJ divide and conquer system, 3rd party gasket, underbite that just looks bad lol, and don't get me started on BGE Eggessories quality or price.  IMO things need to change down there in ATL or the MAP of their product should be reduced haha. 

    Not trolling or hijacking but why start another thread. 
    I think this is a very valid point.  BGE has long been resting on its past successes.  I think we are all fans of BGE, but many of us are frustrated at paying top dollar but not receiving top returns.  It has nothing to do with research, but instead has to do with complacency. 
    If you do your research, you'll find you're unhappy with available product. So who's really at fault?  No one forced you to buy the green one. Your choice. You bought the complacency of your own free will. 
    What are you even talking about?!? I bought my BGE over ten years ago.  I was happy with the BGE mothership then, but not so much now.  So with all do respect, your comment makes zero sense.  I think you just like to hear yourself talk.
    Beautiful and lovely Villa Rica, Georgia
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  • blasting
    blasting Posts: 6,262

    Not suggesting the op's point isn't valid, however, I'll give another experience.

    I emailed the mothership a couple months back and received a nice email back the following day. 

    Phoenix 
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  • bgebrent
    bgebrent Posts: 19,636
    blasting said:

    Not suggesting the op's point isn't valid, however, I'll give another experience.

    I emailed the mothership a couple months back and received a nice email back the following day. 

    Did they advise buying a KJ?  JK.
    Sandy Springs & Dawsonville Ga
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  • Coul
    Coul Posts: 111
    @Gravytrain84  where at in La. 
    LBGE circa 2016
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