I filed a warranty claim on my firebox which cracked and while they did agree it would be replaceable under warranty it was difficult to actually get the order placed. When I filed the online form, within 2 emails and a few days time, they confirmed that it would be covered and that I needed to call in and place the order and pay the $80 shipping and handling fee.
It took about 5-6 calls over the course of 2 weeks to actually get someone on the phone who would let me place the order and pay the fee. The operator who would answer the phone always sounded annoyed. I would briefly state my intention to finalize my warranty claim by ordering the piece that was approved and paying the fee. Each time I was forwarded to another number and always received a voicemail box. I left a voicemail each time and never once got a call back or was able to speak directly to that individual. I finally got forwarded to the parts department and stated my intention again. This person had no record of my claim being approved and I had to forward the email while on the phone. I finally was able to hand over my credit card information and was told "it may not go out for a few weeks". I was relieved with actually getting the claim finalized and that was acceptable to me.
The shipping fee for the warranty replacement firebox was a bit steep but again, marginally acceptable. It was far from a pain free process and I hope it arrives soon and undamaged.
I want to show the exact communication I received when I filed my second claim after realizing my rotisserie kit was unusable. This is the direct response from Technical Support.
"Non issue. No idea what he is talking about. I see the older grill is not symmetrical with the rotis kit, but that how it is. He can bend it if he wants."
So, not only was this dismissed as a non-issue and told "that how it is" I was suggested to take a brand new $300 accessory made from 1/4" reinforced steel and bend it if I want. As a mechanical engineer, this was a laughable suggestion. Not only would bending it completely compromise the rotational axis, if it is not bent to fit perfectly it could possibly put a tensile stress on the ceramic almost certainly causing failure of the grill ceramics.
Their final solution was for me to return the rotisserie kit to the retailer for a full refund. I had no choice but to accept this even though I wanted to be able to use the rotisserie on my grill. They didn't offer to warranty any of the cast ceramics or even a discounted/cost share approach to replacements.
Within the last year I purchased 2 additional pizza stones, a grill cover, charcoal grate, SS grill grate, SS extended rack, new grate lifter, and gasket. All of this was Primo branded product and was about $400. If I include the rotisserie, I had spent just over $700 on Primo accessories in the last year. This may not be huge money but I was fully committed to supporting Primo, probably would have purchased even more accessories, and was already starting to plan my outdoor kitchen build around a Jack Daniels XL. At the end of the day, it all comes down to how a business treats their customers that keeps them as customers.