Jump to content

Recommended Posts

I've had a few issues with my red egg of joy.

 

First, the fire bowl cracked, so the local KJ disty (BBQ's Galore) replaced it with the new spiffy sectional one.

 

Then a small crack appeared in the dome - only visible at high-ish temps.  No probs, warranty claim filed and 6 - 8 weeks for replacement.

 

Then (while waiting for the dome) one of the castor locky tab thingo's broke.  Took a pic and emailed the disty.  OK no probs they said, added it to the warranty claim.

 

Then today (a few days after filing the wheel claim) I get a call.

Them: "Hi, how are you, guess what, we're going to replace your KJ with a new one"

Me: "Wut"

Them: "Did I stutter??  You're getting a new one"

Me: "OMFG if you were her in person, little shop man, I would hug you in an inappropriate manner"

Them: "Err, yeah this is weird, can we deliver next Saturday"

Me: "Hell yeah, baby!!!"

 

 

So the upshot of this is I'm getting a brand new (probably the old model) Kamado Joe.  Brilliant customer service.

Link to post
Share on other sites
7 hours ago, Oakroscoe said:

I've been pretty happy with the KJ customer service.  They definitely stand behind their products.  

I agree. I got the floor model and did not get the manual that comes with the grill, so I did not have a serial number to register. I called and got help registering without a serial number. I also had one claim that was handled quickly and efficiently.

Link to post
Share on other sites
On ‎7‎/‎21‎/‎2018 at 8:20 AM, John Setzler said:

For some reason, customer service in australia is horrible.  I don't know why.

 

12 hours ago, Johnnie5 said:

 

Prob due to the monopoly of having only 1 chain selling them 

 

The fact that charcoal cooking is only now starting to get some traction (outside of the Weber Kettle Fans) so the local distributer wouldnt move many units per year when compared to most of the gas grills they sell, so they wouldnt look at as a flagship product for thier network of retailers.

Its getting better but the people you speak to who say good things about the local KJ dealer are the exception rather than the rule

I waited 8 weeks for a new top vent to be replaced under warrenty and a friend of mine has been quoted 8-12 weeks for a replacment firebox

Link to post
Share on other sites
39 minutes ago, Polar Bear said:

 

 

The fact that charcoal cooking is only now starting to get some traction (outside of the Weber Kettle Fans) so the local distributer wouldnt move many units per year when compared to most of the gas grills they sell, so they wouldnt look at as a flagship product for thier network of retailers.

Its getting better but the people you speak to who say good things about the local KJ dealer are the exception rather than the rule

I waited 8 weeks for a new top vent to be replaced under warrenty and a friend of mine has been quoted 8-12 weeks for a replacment firebox

 

Yeah the wait times are long, but none of my issues were particularly time-critical, so I was OK with the delays.  And replacing the whole unit ranks pretty high on the "after sales service" scale.

 

Here in Perth, WA stands for "Wait Awhile"...

Link to post
Share on other sites
28 minutes ago, KamadoJosephine said:

Here in Perth, WA stands for "Wait Awhile"...

 

I've seen a few posts lately of entire grills being replaced when there are dome issues

Given the amount of time it usually takes to ship a dome from KJHQ to Aus and then the risk of it being bigger than the base, changing the whole grill seems like a safer option.

Not sure how good it is for KJ's business model as i imagine swapping whole grills out under warrenty must hurt thier bottom line

Either way, I'm glad it got fixed promptly

 

Also,

Here in Darwin, NT stands for "Not Today, Not Tomorrow, Not Tuesday, Not Thursday"

Link to post
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

Loading...
  • Similar Content

    • By DK45
      My Primo XL FIREBOX has severe cracks. Original crack started at one of the vent holes and gradually propagated to form major crack. 
      Is this a common problem?
       
       


    • By Marc D
      Hi there . Im new to this forum  I’ve been smoking with an akorn but recently picked up a Kamado made in the 1970s . It needs some love . Mainly a cleaning , seals , some oil on the hinges .
      the  biggest problem was the top screw vent was rusted in place . I tried penetrating fluid, wire brush, heat, nothing worked. To get to the point I cracked in half the to vent . I’m going to use stainless parts for the screw and bolt but I need a good cement adhesive to but the vent back together with . 
    • By brandon78
      I currently own two Primos, which I love. In the future, I would like to get a third ceramic grill: either the Primo XL, KJ Big Joe, or the BGE XL. I have a local dealer for the BGE, which is a big advantage to me. However, after reading some posts here, and researching BGE's warranty, I came across the part where using any non-BGE accessories void the warranty.  I am not a fan of the BGE deflector plate, and would prefer to use the set up with split plates from the Ceramic Grill Store. I know that there is probably no way BGE would ever know that someone used such aftermarket products, but I am interested to know if anyone has reached out to BGE or had an experience with them that would indicate whether they would actually void a warranty if they found out. I have read a lot of posts from 2012 when this statement was added to the warranty, and people's opinions about whether it would be enforced, but I haven't found any posts about first-hand experiences out there. 
       
      Any thoughts from current BGE owners, or anyone with insights, would be appreciated. 
    • By Smoque'n
      So I was just doing a high heat clean preping for my Kick Ash Baskets that are showing up today. After cooling down I opened the dome to get started and I heard a thunk sound on my patio. I look down a see what looks like a random nut and bolt when I look around I see this near the hinge on my Primo xl. I have a call into Primo warranty I hope this gets fixed quickly.
    • By Wildwr
      I've been running my Pitboss K24 since April 2016, average usage is 2-3 times a week and even with our Canadian winters it runs a minimum once a week.
      During one of my cooks I heard a pop and it wasn't until the next cook I noticed a crack running from the lower vent up about 8 inches.
       
      I contacted Danson's and they responded the next day indicating a new base was being shipped out. 
      I didn't pay much attention to the delivery time although it didn't seem more than a week or so.
      To my surprise,  I was sent and entire Kamado, less the accessories, (i.e  side tables, cooking grates, top vent,  etc...) 
       
      Danson's warranty rocks in my opinion and if they continue to provide service like this they should be around for a long time.
       
       


×
×
  • Create New...