I've been using a ThermoWorks Signals for about a year now, and I love it. I had to replace one of the probes back in April because it got melted in a grease fire (a rookie mistake, you hate to see it happen). That probe recently crapped out. I contacted ThermoWorks customer service and they sent me a new one even though I was two months past the warranty expiration.
You've got to love a company that makes a great product and stands behind it with stellar customer support. What are some companies you've had good customer service experiences with?
Last edited by PGH_RAM; December 21, 2023, 09:59 AM.
Recteq.
Last year we got a new wifi router via our cable company, Spectrum. The wifi wouldn’t connect to my RT700. When I called Recteq, they said that’s common with the Spectrum router for reasons my tech challenged mind didn’t understand. My cooker was four years old at that point. Still under the original six year warranty but because it was the router and not the cooker causing the issue, this wasn’t covered. No matter. They sent me a new controller for the grill that is now compatible with the router FOC. They even paid for overnight shipping. 👍👌👏🎉
Big props for the folks at Fireboard. My initial unit had a variety of problems, like the LCD display coming out of alignment with the case, several input jacks failing, and random restarts of the unit for no apparent reason. I had even dropped it and thus damaged one of the inputs myself, which I was up front about. They had me send it back and did all they could to refurb, but in the end couldn't get it good enough so they just issued me a brand new unit and linked to my account so that when I plugged it in, it was immediately ready to go. They were fast and friendly in their responses and I could tell I was dealing with folks who knew exactly what they were doing. Can't ask for better CS!
Thermoworks has taken really good care of me! They have replaced my thermopen, a probe that went out a month or two after getting my smoke X2, and help troubleshoot my Time Stack where the button battery was constantly coming unwedged from its spot!
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 meReal name: Aaron
Location: Farwell, Michigan - near Clare (dead center of lower peninsula).
Occupation:
Healthcare- Licensed & Registered Respiratory Therapist (RRT) at MyMichigan Health, a University of Michigan Health System.
When I was doing the Flatrock griddle review I had a small problem with the fuel sensor- essentially it's a scale hooked to the propane tank holder to tell you by a series of 5 lights how full or empty your tank is getting. Despite calibrating it dozens of times per their directions I could not get it to work. I wasn't alone, this was a thing on their troubleshooting page that seems to happen.
I called them and was on the phone with a VERY pleasant girl who was kind and funny and bent over backwards to help. And no, I did not use my AmazingRibs.com email or mention the review, I was just a random customer with my personal email address to her. While her computer was 'loading' different things (you know how that goes..."just waiting on my computer to load, hang on...") we talked about BBQ. She told me her husband is a big BBQ guy she even does some as well, and I recommended she and he look at AmazingRibs.com.
I have not ever had a more pleasant experience on the phone with CS than that. She was a gem and I made sure to mention the experience and her name in the little survey they email you after a CS call. I even got follow-up emails as the replacement parts shipped, when they were delivered, and a week after that to make sure all was well.
Traeger has really stepped things up. Blew me away in a good way.
I keep intended on replacing my Smoke with a Signal when it fails. But I don't think it will ever fail. I've left that thing outside in the rain, in direct sunlight for hours, and it just keeps going.
Thermoworks is that near-perfect company: ultra-quality products at a good price and ridiculous customer service.
I have the Smoke X4 and I can't say enough good things about that. It's a beast and it WORKS. I like how its receiver has a flat bottom so it can stand up on its own, unlike the rounded bottom (why?) of the regular Smoke receiver. Personally I prefer it to the Signals, but I'm that weirdo that prefers a dedicated receiver and not having to use my phone. Pretty much identical build qualities on both though.
Huskee I’m the same way with the remote receiver, I have the Maverick ET-732 and I still find myself using it way more than my fireboard. In the event I’m using the fireboard with the fan I’ll open the app on my iPad in the kitchen and set it so the display doesn’t turn off.
Me too. I am big fan of Thermoworks. I have many of their products and have given many to others as gifts. Thermapens, Billows, SmokeX and silicone cooking tools. I have a Thermapent that is 15+ years old, has been left outside and still works like the day it was new. Best quality and if you have question, just email them and they will get back to you in a day.
Pit Barrel Cooker. Ordered a PBX. Received it on a Saturday, and it was dented. Called and left a message.
Monday morning about 20 minutes after opening they called me. Told me it will work fine with the dent, but I paid for the insurance so they shipped another PBX. Told me to keep the dented one, or give it away or sell it.
I am not a griddle guy, but I ordered a Pro Series Prep Cart from Blackstone. Assembly was required of course, and one main panel was defective. Blackstone’s customer service folks were very responsive, jumped on ordering the new part, and then were stuck with supply chain delays. They kept me posted regularly and even sent me a nice gift box of seasoning mixes. I was finally able to repair the part with local help. Last I heard the part had never arrived. My kudos are for the positive responsiveness I received from Blackstone.
I think I can speak for most of the U.S. membership here anyway. 90% of all customer service problems, or at least our frustrations, could be solved by doing 2 things!
1. Place your call centers here in the United States. I get so damn frustrated trying to speak to someone whose 2nd language is English. They cannot carry on a simple conversation with you, all they can do is read from a script and I can’t understand half of what they’re saying anyway….. Pisses me off big time! It takes twice as long to get my problem solved than if that person spoke fluent English.
2. Stop making us jump through hoops to speak to someone. There’s nothing more frustrating that having to spend 10 minutes on the phone before you can speak to a live person. Press 3 if you’d like………. Press 6 to………. Press 9 if you’d like………. I’m not exaggerating when I say that if I have a problem with my Dish Network or just need something from them, I can plan on a minimum of 20-30 minutes of being on the phone before I’m done! I recently called to ask for a price reduction on what I was paying after my contract was up. It took 45-50 minutes on the phone with them, no lie! The only saving grace was I did get my bill reduced $50. a month for one year.
I know this is a little off subject, but I just had to vent!…..🤓
Yeah, gonna start doing the chat thing more often when possible. Amazon’s customer service used to be great when calling….not recently though! I got so frustrated trying to get a package replaced over the phone the other day, it was delivered to the wrong address. After 10 minutes with this person, not understanding half of what they said, I actually just hung up on them. Did the chat and 5 minutes later it was solved!
As someone who used to work as Sr. Management for a large BPO, I feel this has gotten a lot better over the last 10 years or so as more companies have moved their inbound call centers out of India and into the Philippines. That said, the dirty little secret is that even if English support is overseas, Spanish support is often (though not always) in the States. So, try the Spanish option if you're having bad luck on the normal line and play like it was a mistake and they'll help (in English!)
Panhead John we all know you are venting your frustrations about customer service at Depends Adult Diapers, Inc. It's not their fault you only want to change once a week. Let it go, man!
Smobot.
I've had mine for several years then it quit connecting to my wifi. Thought it finally bit the dust but when I contacted Smobot they told me chances are it was changes in my wifi (I had changed to Spectrum recently) The folks at Smobot walked me through how to make the necessary change in my wifi and all started working great.
Amazing Ribs is at the top of the list. Rarely have I had to reach out to them and when I have they have always been prompt and friendly. They are a great source to have in our pockets considering some of the riffraff within the group.
Aside from this, I cannot say enough for Grilla Grill's. When you purchase from them they go above and beyond to make sure any issue is resolved.
The guy that runs AR's Pitmaster Club is pretty cool. The others though...ehhhh, well, they're not BAD.
Yeah Grilla was a complete pleasure when I had to work with them. Mark Graham was my contact then, whether or not he's still involved now I don't know but he was a pleasure.
Kamado Joe
I’ve had to use my warranty twice, both times were a breeze. After sending them pictures of the cracks they set the parts I need with no questions ask.
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 meReal name: Aaron
Location: Farwell, Michigan - near Clare (dead center of lower peninsula).
Occupation:
Healthcare- Licensed & Registered Respiratory Therapist (RRT) at MyMichigan Health, a University of Michigan Health System.
I emailed SnS a couple of times about the torq value on the bands of my used Kamado n never got a response. Rather than over torq them I got some of the orig metal duct tape to seal where the top comes together with the bottom. The spring hinge wants to raise the back up no matter how many times I adjust it. S'all good.
Alan brice, Interesting, it may be a factory thing and (I suspect perhaps) they have no idea the torque specs on such a thing nor can they get it. Do you need me to look into this further for you? I have connections to SnS.
I have always been ham handed when it comes to tightening things w/o a torq value.
Being as how this is a Gen1, I am opting to err on the lighter side,
If you might inquire that would be wonderful. There are superficial cracks (crazing) in the glaze so I am treading lightly. Thank you Huskee
Pisses me off big time! It takes twice as long to get my problem solved than if that person spoke fluent English.
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