Gebo 36 Posted August 24, 2020 Share Posted August 24, 2020 How has your experience with KJ customer service been lately? How long have you waited to hear about any warranty claims? Have you been satisfied with KJ's service? My lower mesh gasket has finally come loose about 2/3's around the bottom. Remember, I had the issue with the gasket sliding into the grill. Well, finally it just came loose. I just try to arrange it before closing to help it get a pretty good fit. From using my pea brain, I believe the gasket was merely cut about and inch too short. Anyways, KJ did sent me a new mesh gasket kit. I got it laying in the sun on my back deck with hopes of installing today after work. I'm still waiting on some other issues. It just seems it takes a long time to get things resolved but they do finally get resolved. I was always a lot quicker dealing with problems but of course I didn't have a company the magnitude of KJ. LOL Quote Link to post Share on other sites
Rick in Ontario 140 Posted August 25, 2020 Share Posted August 25, 2020 The parent company is Masterbuilt now. https://www.prnewswire.com/news-releases/dominus-capital-invests-in-kamado-joe-300717060.html Quote Link to post Share on other sites
len440 449 Posted August 25, 2020 Share Posted August 25, 2020 Had 2 experiences with KJ customer service first about paint peeling off kontrol tower sent replacement 2nd was my deflector plate cracked and the sent replacement. I did have a 3rd contact i sent an email ONLY asking about a few pinholes and surprisingly they sent a touch up paint.Overall a good company to deal with. But with whats going on now and sold to masterbuilt things might change a bit Quote Link to post Share on other sites
Gebo 36 Posted August 25, 2020 Author Share Posted August 25, 2020 24 minutes ago, len440 said: Had 2 experiences with KJ customer service first about paint peeling off kontrol tower sent replacement 2nd was my deflector plate cracked and the sent replacement. I did have a 3rd contact i sent an email ONLY asking about a few pinholes and surprisingly they sent a touch up paint.Overall a good company to deal with. But with whats going on now and sold to masterbuilt things might change a bit Do you remember your wait time? Quote Link to post Share on other sites
Lowcountrygamecock 16 Posted August 25, 2020 Share Posted August 25, 2020 Warranty claim for new base and dome submitted on 6/28. Dome was delivered 8/21 but still no word on the base. Quote Link to post Share on other sites
Gebo 36 Posted August 25, 2020 Author Share Posted August 25, 2020 I just got an email this afternoon. They wanted a picture of my complete KJ. Progress is being made. Quote Link to post Share on other sites
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