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Very disappointed in BGE customer service...

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Comments

  • Dredger
    Dredger Posts: 1,468
    We've had our egg for 18 years and only had to replace two fireboxes. Dealer had gone out of business years ago, couldn't find our receipt at the time and Bruce handled it ASAP. Our egg was originally registered with the old dealer, and Bruce remembered them. Chose another local dealer to work with and the firebox was available immediately. No complaints. We just purchased a new large from them for the daughter and her family. Happy egg family. Sorry to hear about your problems and glad it was resolved.
    Large BGE
    Greenville, SC
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  • RajunCajun
    RajunCajun Posts: 1,049
    Hang in there brother!  I had the same issue with my firebox and the dealer that I purchased my egg from 15yrs ago went out of business quite a few years back.  I was left "dealerless".  Try emailing d.davis@biggreenegg.com.  Duane will want a picture of your defective firebox and will arrange to have one shipped to your dealer.  It's a very easy process and he was extremely responsive.

    Merry Christmas!
    The problem with a problem is that you don't know it's a problem until it's a problem, and that is a big problem.
    Holding the company together with three spreadsheets and two cans connected by a long piece of string.
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  • 510BG
    510BG Posts: 189
    BGE support is lacking Duane is probably the only employee at the mothership. 
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  • caliking
    caliking Posts: 19,780
    Here we go again...

    #1 LBGE December 2012 • #2 SBGE February  2013 • #3 Mini May 2013
    A happy BGE family in Houston, TX.
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  • Hans61
    Hans61 Posts: 3,901
    @510BG why resurface this??
    “There are three rules that I live by: never get less than twelve hours sleep; never play cards with a guy who has the same first name as a city; and never get involved with a woman with a tattoo of a dagger on her body.”
    Coach Finstock Teen Wolf
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  • 510BG
    510BG Posts: 189
    Frustration trying to get a hold of BGE customer service. 
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  • Hans61
    Hans61 Posts: 3,901
    Dealer is the customer service

    good luck 
    “There are three rules that I live by: never get less than twelve hours sleep; never play cards with a guy who has the same first name as a city; and never get involved with a woman with a tattoo of a dagger on her body.”
    Coach Finstock Teen Wolf
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  • 510BG
    510BG Posts: 189
    Hans61 said:
    Dealer is the customer service

    good luck 
    Thanks 
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  • da87
    da87 Posts: 640
    Wow - digging up an almost two year old post...  I've had my LBGE for 15 months, use it at least 3 - 4x per week.  I've called the dealer for warranty claims for a fire ring that broke in 2 during a cook and last week for a cracked firebox that I found while doing a full ash clean out.  No issues getting it resolved either time, and no request for anything but text with a picture of the damage - I didn't even need to go to the dealer other than to pick up the new piece.  Had a new firebox in 3 days after my call...  I can't say enough positive things about the dealer and the way the company stands behind them!
    Doug
    Wayne, PA
    LBGE, Weber Kettle (gifted to my sister), Weber Gasser

    "Two things are infinite:  the universe and human stupidity; and I'm not sure about the universe"   Albert Einstein
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  • JRWhitee
    JRWhitee Posts: 5,678
    My base cracked after 10 years of use, called my dealer sent photos and picked up a new base that next Friday.
                                                                
    _________________________________________________
    Don't let the truth get in the way of a good story!
    Large BGE 2006, Mini Max 2014, 36" Blackstone, Anova Sous Vide
    Green Man Group 
    Johns Creek, Georgia
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  • ryantt
    ryantt Posts: 2,558
    what @JRWhitee it took all the way until the next Friday, that’s just way to long.  I kid of course!  With BGE the dealership makes all the difference.  
    XL BGE, KJ classic, Joe Jr, UDS x2 


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