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Thermoworks Thermapen Customer Service

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  • josht138
    Charter Member
    • May 2015
    • 213
    • Marietta, GA (Greater Atlanta)
    • Weber Genesis E-330 (AKA Big Paperweight)
      22" Weber Kettle Premium
      26" Weber Kettle One Touch
      Slow 'N Sear
      Weber Smokey Mountain 18.5" (pre-2008)
      Anova Sous Vide
      (2) Maverick ET-733s
      Thermapen MK4

    Thermoworks Thermapen Customer Service

    Somehow I got a crack in my 4 month old Thermapen MK4.

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    I noticed it last night and have no idea how it happened. I haven't ever dropped it and I usually store it in a drawer where nothing could fall or put pressure on it.

    This morning I sent an email to thermoworks around 8 am and told them the same thing to see if it was covered under warranty. Within 2 hours, which I only assume took that long because they are in Utah, I got the following response:

    Josh,
    I am sorry to hear that your Thermapen has a crack in the display. I would be happy to get a replacement tested and shipped out to you this afternoon. I will include a return shipping label to get your Thermapen back here. If you can replay with the serial number for your Thermapen. If there is anything else that I can help you with please let me know.

    Right after that email I got another one with a shipping notice. Just wanted to write about my great experience and let anyone know that if they were on the fence about getting a Thermapen that you didn't have to worry about Tech Support or Warranty issues.


  • Jerod Broussard
    Moderator
    • Jun 2014
    • 9739
    • East Texas
    • Pit Barrel Cooker "Texas Brisket Edition"
      Weber One Touch Premium Copper 22" Kettle (gift)
      Slow 'n Sear for 22" Kettle
      Weber One Touch Premium Black 26" Kettle (gift)
      Slow 'n Sear XL for 26" Kettle (gift)
      Weber Smokey Joe Gold
      Weber Rapid Fire Chimney
      Vortex
      Maverick ET-732 White
      Maverick ET-732 Copper
      2- Auber SYL-1615 fan systems(Awesome!!!!!!!!)
      Thermoworks Thermapen w/ Back light (gift)
      Thermoworks Timestick
      Cambro Model 300MPC110 w/ Winco SS Pans
      B & B and Kingsford Charcoal
      B & B Pellets

    #2
    I have witnessed the same thing after telling them I was fine sending mine in for them to check it out.

    P.S. I keep that safety sleeve on mine, the problem was internal.
    Last edited by Jerod Broussard; March 7, 2016, 12:29 PM.

    Comment

    • Breadhead
      Banned Former Member
      • Jul 2014
      • 0

      #3
      I on the other hand didn't get that great service from them. I had a 1 year old thermapen that the battery died in. I had never opened the case until that point. I bought a new battery and took the old one out and put the new one in and closed it back up. I lifted the probe to activate it and it wouldn't turn on.

      I called Thermaworks and explained my problem and they said mail it to us and we will inspect it for you. I mailed it and waited for their reply by E-mail. After a week I had heard nothing so I called them. They said your thermapen is corroded on the inside wiring and is unfixable. Remember the case had never been opened before that point.

      Then they asked me if I wanted to buy a new one I said yes. They asked me if I wanted the old one returned and I said yes please. I received the new one in the mail in three days but they never returned the old damaged one.

      You and I had much different experiences with them. I love their product but their service was lacking in my case.😏

      Comment


      • josht138
        josht138 commented
        Editing a comment
        Interesting. Did you ever get a justification why your old one wasn't returned?

        I only have one data point now but I was really happy with how quick and painless it was.

      • Breadhead
        Breadhead commented
        Editing a comment
        No... Never bothered to call them about the fact they never returned it. I could probably find the E-mail regarding that whole event if I wanted to hold them to it but why bother the thing didn't work anymore.

      • josht138
        josht138 commented
        Editing a comment
        Never hurts to ask for something, worst they say is no. You never know they might be under new management or something. A broken Thermapen still has value especially to them with refurbishment.
    • DWCowles
      Founding Member
      • Jul 2014
      • 9709
      • Smiths Grove, Ky
      • Hi, my name is Darrell. I'm an OTR truck driver for over 25 years. During my off time I love doing backyard cooks. I have a 48" Lang Deluxe smoker, Rec-Tec pellet smoker,1 Weber Genesis 330, 1 Weber Performer (blue), 2 Weber kettles (1 black and 1 Copper), 1 26" Weber kettle, a WSM, 8 Maverick Redi Chek thermometers, a PartyQ, 2 SnS, Grill Grates, Cast Iron grates, 1 ThermoPop (orange) and 2 ThermoPens (pink and orange) and planning on adding more cooking accessories. Now I have an Anova sous vide, the Dragon blower and 2 Chef alarms from Thermoworks.

      #4
      I have never had any problems with the two that i have only had to replace battery once.

      Comment

      • Jon Solberg
        Former Member
        • Jul 2014
        • 4819

        #5
        My dealing with them has been awesome:

        https://pitmaster.amazingribs.com/fo...stomer-service

        Comment

        • Huskee
          Pit Boss
          • May 2014
          • 15002
          • central MI, USA
          • Follow me on Instagram, huskeesbarbecue

            Want a free bottle of whiskey? Check out my link to Flaviar.com, you join with it, we both get a $50 bottle free.

            Smokers / Grills
            • Yoder loaded Wichita offset smoker
            • PBC
            • Grilla Silverbac pellet grill
            • Slow 'N Sear Deluxe Kamado (SnSK)
            • Dyna-Glo XL Premium dual chamber charcoal grill
            • Weber 22" Original Kettle Premium (copper)
            • Weber 26" Original Kettle Premium (black)
            • Weber Jumbo Joe Gold (18.5")
            • Weber Smokey Joe Silver (14.5")
            • Brinkmann cabinet charcoal smoker (repurposed)

            Thermometers
            • (3) Maverick XR-50: 4-probe Wireless Thermometers
            • (7) Maverick ET-732s
            • (1) Maverick ET-735 Bluetooth (in box)
            • (1) Smoke by ThermoWorks
            • (1) Signals by ThermoWorks
            • Thermapen MkII, orange
            • ThermoPop, yellow
            • ThermoWorks ChefAlarm
            • Morpilot 6-probe wireless
            • ThermoWorks Infrared IRK2
            • ThermoWorks fridge & freezer therms as well

            Accessories
            • Instant Pot 6qt
            • Anova Bluetooth SV
            • Kitchen Aide mixer & meat grinder attachment
            • Kindling Cracker King (XL)
            • BBQ Dragon
            • Weber full & half chimneys, Char-Broil Half Time chimney
            • Weber grill topper
            • Slow 'N Sear Original, XL, and SnS Charcoal Basket (for Jumbo Joe)
            • Drip 'N Griddle Pan, 22' Easy Spin Grate, and Elevated Cooking grate, by ABCbarbecue
            • Pittsburgh Digital Moisture Meter

            Beverages
            • Favorite summer beer: Leinenkugels Summer & Grapefruit Shandy, Hamm's, Michelob Ultra Pure Gold
            • Fav other beer: DAB, Sam Adams regular, Third Shift amber or Coors Batch 19, Stella Artois
            • Fav cheap beers: Pabst, High Life, Hamm's & Stroh's
            • Most favorite beer: The one in your fridge
            • Wine: Red- big, bold, tannic & peppery- Petite Sirah, Zinfandel, Cabernet Sauv, Sangiovese, Syrah, etc
            • Whiskey: Buffalo Trace, Eagle Rare, E.H. Taylor, Blanton's, Old Forester 1870, Elijah Craig, Basil Hayden's. Neat please.
            • Scotch: Current favorite- The Arran (anything by them), Glenmorangie 12yr Lasanta, sherry cask finished. The Balvenie Double Wood, also like Oban 18yr, and The Glenlivet Nadurra (Oloroso sherry cask finished) among others. Neat please.

            About me
            Real name: Aaron
            Location: Farwell, Michigan- near Clare. (dead center of lower peninsula)

            Occupation:
            • Healthcare- Licensed & Registered Respiratory Therapist (RRT) for MidMichigan Health, a University of Michigan Health System.

          #6
          Great to hear!

          Comment

          • Kevinfilm
            Former Member
            • Feb 2016
            • 18
            • New Jersey

            #7
            I just bought two chef alarms from them, open box $40. And I am glad to hear their customer service is that good. Thanks for the info!!

            Comment

            • jharner
              Club Member
              • Jan 2016
              • 1120
              • Louisiana - North West but a coon ass at heart
              • Cookers

                Camp Chef DLX Pellet Grill
                Weber 22.5 Kettle
                Brickman Box Smoker

                Accessories

                Slow N Sear
                Tube Smoker
                Turkey Cannon
                Rib racks
                Weber chimney starter

                Thermometer's

                Maverick ET 735
                Tru Temp 3619n
                Thermapen mk4
                Thermapop

                Favorite Drink

                Free beer
                Coors Light
                Windsor ( Canadian blended whiskey )

              #8
              I just bought an MK4 last week and was expecting a free thermopop with it. When the order was emailed to me I did not see the thermopop. Called to ask why they said that promotion ended Feb 29th but they were going to send me one anyway.

              Comment

              • jholmgren
                Founding Member
                • Aug 2014
                • 288
                • York, PA
                • -Jim

                  *Kamado Joe "Classic Joe"*
                  *Weber Spirit (for quick weeknight cooks)*
                  *Cyber Q Wi-Fi temp controller for overnight cooks*
                  *ThermaPen Instant* *Thermapen Chef Alarm* ...and pretty much any wheat beer!

                #9
                Originally posted by jharner View Post
                I just bought an MK4 last week and was expecting a free thermopop with it. When the order was emailed to me I did not see the thermopop. Called to ask why they said that promotion ended Feb 29th but they were going to send me one anyway.
                Had the same thing happen when I bought my Thermapen, they had a deal where you got a free silicon-head spatula. My Thermapen came, no spatula. Emailed them and they sent me one out immediately... problem is that it was a 'spoonula'. Not that I want to complain about a freebie, but I really wanted the spatula. They sent me a replacement spatula and told me to keep the spoonula for my trouble.

                Comment


                • Jerod Broussard
                  Jerod Broussard commented
                  Editing a comment
                  More of a "complimentarie" than a "freebie"

                  Any bacon left???

                • jholmgren
                  jholmgren commented
                  Editing a comment
                  True... and my labrador ended up chewing up the spatula anyway <shrug>

                  3 lbs of bacon left in the freezer. Giving away 2 lbs of it this weekend to a friend who's been sick.
              • vandy
                Club Member
                • Aug 2015
                • 611
                • Olive Branch, MS

                #10
                My experience with thier customer service/tech support has been a very good one! Josh helped me with a technical issue with my Bluetherm Duo. We finally figured out what the glitch was and now it works great with my PC, I just wish the bluetooth had a bit more range but I can live with it.

                Comment

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