PBC Customer Service is second to none!!

[Dadof3Illinois]

Received my new PBC Tuesday afternoon but wasn't able to open it until yesterday evening after dinner. Everything was in the box that I had ordered but when I pulled the barrel out it had a small dent and scuff on the outside and one of the grate support pins on the inside was bent. It looked to me like it had been dropped sometime during shipping and had nothing to do with craftsmanship from PBC themselves.
I sent them an email last night stating that I just wanted them to know that their shipper had done some minor damage to the barrel but it was ok to use. I was just wanting to inform them that their shipper had damaged it so they could keep records in case they have future problems with damaged products due to handling.
I just got off the phone with them and they are sending me a new replacement barrel. I told them that wasn't necessary but they insisted on making it right.
Kudo's to PBC they now have a customer for life.

[JeffJ]

I got my PBC as a birthday gift from my wife a couple of years ago. Apparently she ran into some complications setting up the order (she had it shipped to her parents' house) and she said they were very nice people and a pleasure to deal with. I sent them an email asking what would happen if I hung meat from the grate (trying to maximize its capacity). I got a response within an hour.

[Rfuilrez]

I purchased my PBC a few years ago. Right after they released the ash pan. I ordered one with my PBC. There was an issue they had with the tabs that lock into the charcoal basket being cracked. I emailed them about it and not 20 minutes later Noah called me himself. Already had my order pulled up and everything. We talked about BBQ for 15-20 minutes and then he next day’d me some new tabs for it.

Amazing customer service. Would not hesitate to purchase anything from them ever again.

[JeffJ]

Agreed. I've also purchased the ash pan. I got 4 of the shorter skewers for Christmas and I purchased the PBC coffee mug for my wife as a stocking stuffer. She doesn't drink coffee but she does drink tea.

[BRic]

Customer Service is awesome . The first time we used ours , the horseshoe handle broke off on the lid . the handle was cracked from factory . we sent pics to them and they sent us a new one rightway .

[JeffJ]

My brother's buddy got one and it didn't include the hooks. They next-day aired hooks to him and included 2 additional packets of their spice mixes for free.

[jfmorris]

Dang. I don't NEED a PBC (my MCS has calmed down a lot), but all these good customer service stories make me want to support them and buy one at some point.

[klflowers]

jfmorris, that Genesis is nice - I forgot you picked that up. I don’t have a gasser and that is on my list too. Haven’t run across a deal on those, but I have been keeping blinders on when I am in any hardware store. My wife is weakening though, and I have been feeding her well, so who knows.

[Henrik]

I'm with you jfmorris. That customer service is inspirational, something for a lot of manufacturers to imitate.

[hoovarmin]

Do it!

[jecucolo]

Yes Noah understands things that most people forget. A great product, great price and great customer service. I have purchased 3! I put Meathead in this category. They both do things right!

[BRic]

I agree with you . It `s nice to see them stand behind their products , customer service is important to me .

[Duanessmokedmeats]

I ordered a PBX, and when it arrived it had a small dent in the barrel.
I called to just make sure it would still perform with the dent. I was assured it would work as intended, and they shipped another PBX. Arrived 2 days after I spoke to them.

[Spinaker]

Great to hear it is still an awesome customer experience .