Frederick, MD - LBGE and some accessories
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BGE warranty... Finally!
Philly35
Posts: 858
Well I’ve been having a hell of a time getting a new firebox. The local dealer is a good dude but the local rep is a PITA. Always has an excuse as to why it hasn’t shipped with the next order. I’ve been trying since early February. Well I emailed the BGE warranty center at headquarters last week and it’s been 9 days since I sent that email. No response. I gave up. Said screw it I’ll go get some high temp silicone to fix it. So much for the lifetime warranty. Well Bruce emailed me back today. Asked for my address and a new firebox is on its way. They’re covering the shipping. No charge to me. It’s about time! Thank you BGE.
NW IOWA
Comments
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Glad you finally got hooked up. Bruce at BGE is a great guy and has helped me out many times in the past.Thank you,DarianGalveston Texas
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bruce is the guy to contact if you ever have warranty problems, he has helped me out a few times as well
fukahwee maineyou can lead a fish to water but you can not make him drink it -
Good to see that HQ was responsive and took care of you.
But sucks that you had to deal with all that. The 2 times I had to make a warranty claim, I had the new pieces in my garage in less than 2hrs from initiating the process.#1 LBGE December 2012 • #2 SBGE February 2013 • #3 Mini May 2013A happy BGE family in Houston, TX. -
In my opinion The Mothership needs to do a better job with ensuring distributors make warrranty claims expedient and hassle free. One of the justification factors for me with regards to the cost of the BGE was the lifetime warranty, but after reading quite a few post of loyal customers getting jacked around on warranty claims I have some concerns. I have been considering adding another XL in the not too distant future, but now I’m more likely to consider other options.Tyler, TX XL BGE 2016, KJ Classic 2019, MES, 18.5 WSM, Akorn Jr, 36"&17" Black Stone, Adj Rig, Woo, Grill Grates, SS Smokeware Cap, KAB, FB 300, Thermapen
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SSQUAL612 said:In my opinion The Mothership needs to do a better job with ensuring distributors make warrranty claims expedient and hassle free. One of the justification factors for me with regards to the cost of the BGE was the lifetime warranty, but after reading quite a few post of loyal customers getting jacked around on warranty claims I have some concerns. I have been considering adding another XL in the not too distant future, but now I’m more likely to consider other options.
If they seem puzzled or tell you all claims are handled directly by BGE I would shop elsewhere.
You should be able to tell by their answer if they are are full of crap or a great dealer willing to help you after the sale.
I also agree Mothership should do more.
But understand that they normally have very little to do with the dealer. It's your area Distributor that buys from BGE who in turn sells to and supplies your local dealer.Thank you,DarianGalveston Texas -
When we handle warranty claims, I'll take whatever parts they need from the extras Eggs in boxes in our warehouse. That way the customer doesn't miss a beat. We will get the replacement parts on our next order. Keep the customer happy and they'll keep coming back!
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ChrisSonn23 said:When we handle warranty claims, I'll take whatever parts they need from the extras Eggs in boxes in our warehouse. That way the customer doesn't miss a beat. We will get the replacement parts on our next order. Keep the customer happy and they'll keep coming back!
Hats off to you!Thank you,DarianGalveston Texas -
Photo Egg said:SSQUAL612 said:In my opinion The Mothership needs to do a better job with ensuring distributors make warrranty claims expedient and hassle free. One of the justification factors for me with regards to the cost of the BGE was the lifetime warranty, but after reading quite a few post of loyal customers getting jacked around on warranty claims I have some concerns. I have been considering adding another XL in the not too distant future, but now I’m more likely to consider other options.
If they seem puzzled or tell you all claims are handled directly by BGE I would shop elsewhere.
You should be able to tell by their answer if they are are full of crap or a great dealer willing to help you after the sale.
I also agree Mothership should do more.
But understand that they normally have very little to do with the dealer. It's your area Distributor that buys from BGE who in turn sells to and supplies your local dealer.
@Photo Egg that is excellent advice, and I wish i would have thought of that instead of dealing with the crappy dealers1MBGE 2006, 1LBGE 2010, 1 Mini Max, Fathers Day 2015
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It is enough of an issue that I plan on looking at options next time and looks like others would do the same.I would get a KJ for sure over a BGE now. I’d get the Weber Summit charcoal before either. The “lifetime” warranty with the egg isn’t what it once was since they have been losing market share and obviously aren’t haven’t been keeping up with others recently. I have dealt with Weber warranty on a used Weber gasser I got like 10 years ago and they replaced pretty much the whole grill for free with very little hassle and just a serial number from the grill. The eggs “lifetime” warranty really is a hassle and pretty crappy the way they handle it through dealers. KJs warranty is much better how they ship it right to you and don’t make you wait on the dealers next shipment.Tyler, TX XL BGE 2016, KJ Classic 2019, MES, 18.5 WSM, Akorn Jr, 36"&17" Black Stone, Adj Rig, Woo, Grill Grates, SS Smokeware Cap, KAB, FB 300, Thermapen
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Well this is how big green egg ships a new firebox UPS. I was wondering how they do it without it breaking. Anybody want to volunteer to open it up? Looks like a PITA.NW IOWA
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@Philly35 that's how mine came too. Yes it is a PITA but they put it in a bag at least so it's not covered in foam.
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BGE HQ is the worst support I've ever had. Sent emails and left messages for the two employees and I've not received a call back. Yes l could to a dealer but why can't I go directly to BGE.
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510BG said:BGE HQ is the worst support I've ever had. Sent emails and left messages for the two employees and I've not received a call back. Yes l could to a dealer but why can't I go directly to BGE.They/Them
Morgantown, PA
XL BGE - S BGE - KJ Jr - HB Legacy - BS Pizza Oven - 30" Firepit - King Kooker Fryer - PR72T - WSJ - BS 17" Griddle - XXL BGE - BS SS36" Griddle - 2 Burner Gasser - Pellet Smoker -
DMW said:510BG said:BGE HQ is the worst support I've ever had. Sent emails and left messages for the two employees and I've not received a call back. Yes l could to a dealer but why can't I go directly to BGE.
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510BG said:DMW said:510BG said:BGE HQ is the worst support I've ever had. Sent emails and left messages for the two employees and I've not received a call back. Yes l could to a dealer but why can't I go directly to BGE.They/Them
Morgantown, PA
XL BGE - S BGE - KJ Jr - HB Legacy - BS Pizza Oven - 30" Firepit - King Kooker Fryer - PR72T - WSJ - BS 17" Griddle - XXL BGE - BS SS36" Griddle - 2 Burner Gasser - Pellet Smoker -
Philly35 said:Well I’ve been having a hell of a time getting a new firebox. The local dealer is a good dude but the local rep is a PITA. Always has an excuse as to why it hasn’t shipped with the next order. I’ve been trying since early February. Well I emailed the BGE warranty center at headquarters last week and it’s been 9 days since I sent that email. No response. I gave up. Said screw it I’ll go get some high temp silicone to fix it. So much for the lifetime warranty. Well Bruce emailed me back today. Asked for my address and a new firebox is on its way. They’re covering the shipping. No charge to me. It’s about time! Thank you BGE.Near San Francisco in California
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3 plus months here. And counting. The next one will be red.Slumming it in Aiken, SC.
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DMW said:510BG said:DMW said:510BG said:BGE HQ is the worst support I've ever had. Sent emails and left messages for the two employees and I've not received a call back. Yes l could to a dealer but why can't I go directly to BGE.
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510BG said:DMW said:510BG said:DMW said:510BG said:BGE HQ is the worst support I've ever had. Sent emails and left messages for the two employees and I've not received a call back. Yes l could to a dealer but why can't I go directly to BGE.They/Them
Morgantown, PA
XL BGE - S BGE - KJ Jr - HB Legacy - BS Pizza Oven - 30" Firepit - King Kooker Fryer - PR72T - WSJ - BS 17" Griddle - XXL BGE - BS SS36" Griddle - 2 Burner Gasser - Pellet Smoker -
I've done warranties with BGE, and it has been quick sometimes, and others it has been slow. I have done it with the mothership, and with two different dealers. I currently have a cracked large base, and firebox that I am waiting on with my dealer. She told me it will be in at the end of next month. That's 2 months since making the claim. And it doesn't bother me too much. I can use the egg in the mean time, and that makes it ok by me. I just have to put the firebox back together after cleaning.
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Jeremiah said:3 plus months here. And counting. The next one will be red.NW IOWA
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My fire box just took a dump....called my dealer, and he is holding me hostage for my receipt right now......I also have lost the email from when I originally registered it, so a lot of this is on me.....I am hoping to check one more place at home for the receipt where I think I may have put it so I can get it handled easier than what it is going to be without the things I was supposed to keep!Just bought an Egg? Here is what you get to look forward to now:
Plate Setter, FlameBoss 200, Spider, PSWOO-CI, Additional Rig Shelf for dome cooking, Thermapen, iGrill2, Cast Iron, Blackstone, Cooking Accessories for the Blackstone, Cover for the Egg and the Blackstone, shopping for Rub like a fine wine or IPA, and a new fascination with lump and what brand is the best-all to be debated every Friday Night. Next desires-Joetisceriie, Adjustable Rig, Grillmates, table and more eggs
Livermore, California -
Jeremiah said:3 plus months here. And counting. The next one will be red.
I've been somewhat keeping track of your dilemma. You are in Aiken, SC correct? Isn't that only about a 2.5hr drive to Atlanta. If I had been waiting that long. I would take a Friday off work, Spend a 3 day weekend in Atlanta and drive my broken pieces to their headquarters with all my correspondence and tell them to replace it that day.Rockwall, Tx LBGE, Minimax, 22" Blackstone, Pizza Party Bollore. Cast Iron Hoarder.
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TEXASBGE2018 said:Jeremiah said:3 plus months here. And counting. The next one will be red.
I've been somewhat keeping track of your dilemma. You are in Aiken, SC correct? Isn't that only about a 2.5hr drive to Atlanta. If I had been waiting that long. I would take a Friday off work, Spend a 3 day weekend in Atlanta and drive my broken pieces to their headquarters with all my correspondence and tell them to replace it that day.Ellijay GA with a Medium & MiniMax
Well, I married me a wife, she's been trouble all my life,
Run me out in the cold rain and snow -
tikigriller said:My fire box just took a dump....called my dealer, and he is holding me hostage for my receipt right now......I also have lost the email from when I originally registered it, so a lot of this is on me.....I am hoping to check one more place at home for the receipt where I think I may have put it so I can get it handled easier than what it is going to be without the things I was supposed to keep!
The 2 times I made a warranty claim, it took barely a minute to find the receipt, and email to the dealer right there in the store .#1 LBGE December 2012 • #2 SBGE February 2013 • #3 Mini May 2013A happy BGE family in Houston, TX. -
No. I shouldn’t have to email Bruce or go to Atlanta. We’re gonna let this one play out.Slumming it in Aiken, SC.
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Philly35 said:Well I’ve been having a hell of a time getting a new firebox. The local dealer is a good dude but the local rep is a PITA. Always has an excuse as to why it hasn’t shipped with the next order. I’ve been trying since early February. Well I emailed the BGE warranty center at headquarters last week and it’s been 9 days since I sent that email. No response. I gave up. Said screw it I’ll go get some high temp silicone to fix it. So much for the lifetime warranty. Well Bruce emailed me back today. Asked for my address and a new firebox is on its way. They’re covering the shipping. No charge to me. It’s about time! Thank you BGE.
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Jeremiah said:No. I shouldn’t have to email Bruce or go to Atlanta. We’re gonna let this one play out.Ellijay GA with a Medium & MiniMax
Well, I married me a wife, she's been trouble all my life,
Run me out in the cold rain and snow -
northGAcock said:Jeremiah said:No. I shouldn’t have to email Bruce or go to Atlanta. We’re gonna let this one play out.Slumming it in Aiken, SC.
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Related Question:
I have a broken firebox but now live an hour or so from the dealer where my egg was purchased, does one need to work with the original dealer or will any dealer do? Additionally, from your experience, what's the most efficient way to do this?
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