I was profoundly disappointed to find damage to my new Big Joe III yesterday. I have only had it for 3 months. No idea how this happened, but I'm guessing that, if not addressed, this will develop into a significant problem. I don't know how it happened, only that I did not do it. I suspect that when my nephews were horsing around at a birthday party for my wife and one of my daughters they did it. Anyways, how would you address this issue? DIY or get in touch with BBQGuys (where I purchased it) or Kamado Joe corporate? I doubt they will do anything special for me because it wasn't there when the cooker arrived.
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KJ Corporate, IMO. I don’t see how even kids playing could cause that. -
I'd start with the seller (BBQGuys) and see where they point you.Comment
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I would contact the seller and manufacturer, while they have no obligation to aid you, they may have some ideas on how best to proceed, and probably won't mind creating some good will. And maybe post this on as many BBQ websites as you can find and see what others come up with.Comment
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I started with BBQGuys and they said the KJ handles all their own customer service and sent me my purchase info in a pdf as well as a phone number and link to the warranty claim page at KJ. I called the number and a recording said all customer service for KJ is handled exclusively online, so I filed a warranty claim with photos of the issue. They promise to address all warranty issues within 2 business days. I will let you know what happens from here.Comment
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It looks like that steel band wasn't properly tightened to me. Unless they specifically stated to tighten that nut, it should be on them.Comment
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RonB nailed it, and as an aside, periodic tightening of the bands is listed in their docs as a maintenance item, so you might be at their mercy for generosity. When I had a KJ and needed a replacement fire bowl under the lifetime warrantee they only required a pic of the whole unit and the problem, which got the replacement. It was slow in coming but did happen eventually.Last edited by Uncle Bob; June 29, 2022, 04:53 PM. -
Uncle Bob I went through the manual last night, which is really short. I couldn't find any reference to tightening the bands at all. Not only that, no instructions anywhere about removing the bands. The manual isn't worth much. It seems like KJ is relying on Youtubers to provide instructions to their customers.
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I don’t know how KJ’s warranty works, but BGE would take a emailed photo and send the part to a local dealer for me to pick. I am thankful there is a lifetime warranty since they have replaced the base and fire ring over the last ten years. Is KJ’s warranty lifetime?Comment
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The big difference between BGE and KJ is that KJ ships warranty replacement parts to your house free of charge. BGE relies on their retailers to deal with getting the parts either off their own shelf or from their distributor. That can be a problem for small dealers who may not place orders for weeks/months at a time.
BGE will send replacement parts direct to your home but they charge for shipping. I'm guessing a replacement dome or base for an XL isn't cheap. -
I’ve had my BGE lid and base both replaced. My fire bowl has a big crack in it, but it still comes out as one piece. When I was shopping kamados the only ones I could find anything about (this was about 15 years ago) were BGE and Primo, and I chose BGE for the warranty. My dealer told me that he has never had BGE reject a warranty claim, even on a smashed Egg.
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@LA Pok Butt This warranty applies to all Kamado Joe® products.
Limited Lifetime Warranty on Ceramic Parts
Kamado Joe® warrants that key ceramic parts used in this Kamado Joe® grill and smoker are free of defects in material and workmanship for as long as the original purchaser owns the grill.
5-Year Warranty on Metal Parts and Kettle Joe Grills
Kamado Joe® warrants that key metal and cast iron parts used in this Kamado Joe® grill and smoker are free of defects in material and workmanship for a period of five (5) years.
3-Year Warranty on Electronic Components, Heat Deflectors, and Pizza Stones
Kamado Joe® warrants that electronic components of this Kamado Joe® grill and smoker are free of defects in material and workmanship for a period of three (3) years.
2-Year Warranty on Miscellaneous Components and Standalone Accessories
Kamado Joe® warrants that any miscellaneous components used in this Kamado Joe® grill and smoker (including, but not limited to the thermometer, gaskets, and iKamand controllers) or any Kamado Joe accessories are free of defects in material and workmanship for a period of two (2) years.
Limited Commercial Use Warranty
This warranty assumes normal and reasonable domestic household use combined with expected good maintenance for all Kamado Joe® products. This warranty does not apply to commercial usages, for example, by, caterers, butchers, rental companies, and food trucks. Kamado Joe® warrants that all Kamado Joe® grills and smokers used in commercial applications are free of defects in material and workmanship for a period of one (1) year
When Does the Warranty Coverage Begin?
Warranty coverage commences on the original date of purchase and covers only the original purchaser. For the warranty to apply, you must register your Kamado Joe® product using the product registration page on our website. If you discover a defect in material or workmanship during the applicable warranty period under normal use and maintenance, Kamado Joe® will, at our sole option, replace or repair the defective component at no cost to you for the component itself. This warranty does not apply to labor, or any other cost associated with the service, repair or operation of the grill. Kamado Joewill pay all shipping charges on warranty parts.
What is Not Covered?
This warranty does not apply to damage caused by abuse or use of the product for purposes other than that for which it is designed, damage caused by lack of proper use, assembly, maintenance or installation, damages caused by accidents or natural disasters, damage caused by unauthorized attachments or modifications, or damage during transport. This warranty does not cover damage from normal wear and tear from use of the product (for example, scratches, dents, dings and chipping) or changes in the appearance of the grill that do not affect its performance.
THIS LIMITED WARRANTY IS EXCLUSIVE AND IN LIEU OF ANY OTHER WARRANTY, WRITTEN OR ORAL, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THE DURATION OF ANY IMPLIED WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE IS EXPRESSLY LIMITED TO THE DURATION OF THE WARRANTY PERIOD FOR THE APPLICABLE COMPONENT.
THE PURCHASER’S EXCLUSIVE REMEDY FOR BREACH OF THIS LIMITED WARRANTY OR OF ANY IMPLIED WARRANTY SHALL BE LIMITED AS SPECIFIED HEREIN TO REPLACEMENT. IN NO CASE SHALL KAMADO JOE® BE LIABLE FOR ANY SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES.
This warranty is provided to you in addition to all rights and remedies conveyed to you by consumer protection laws and regulations. This warranty in no way affects your legal rights under statutory warranty regulations in your state or country of residence. Depending on your state or country of residence limitations on the length of an implied warranty or the damages available to you might not be limited by this warranty.
What Will Void the Warranty?
Purchasing any Kamado Joe® product through an unauthorized dealer voids the warranty. An unauthorized dealer is defined as any retailer who has not been expressly granted permission by Kamado Joe® to sell Kamado Joe® products.Comment
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KJ may send a new dome but if they don't I wouldn't worry about it. As it is now, it's really just cosmetic and you can buy touch up paint (I think KJ sells some).
That little chipping isn't likely to cause any damage such as a crack in the dome itself. If it does tho, you have already made KJ aware of the problem and then a warranty replacement would be appropriate.
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If they do nothing you cold try and fill with bondo. Sand it and paint.Comment
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Curious what their response will be. I too would’ve contacted KJ directly (based on quality issue experiences of high end stuff) and the good companies take care of their customers with little questions asked after submitting pictures. Hopefully they take good care of you because unless the kids were messing around with ball pin hammers I don’t know how they could mess that up. Unless they’re Chicago White Sox fans. They’re capable of anything.Comment
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I’ve been a KJ owner for 7 years now. They have never disappointed me. Every thing I’ve ask to have replaced was taken care of as soon as they received pictures of the damage. It looks like you need to reposition your upper ring. It’s as simple as loosening that ring and moving it down a little then tighten it back snuggly. If those get loose at all you will see the chipping you have.Comment
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Well, I hate to see this issue hoovarmin, and it seems the consensus is that it is due to the band being slightly loose and hitting that area, cracking off the surface layer of the ceramic?
My SNS Kamado manual does discuss checking and tightening the bands as periodic maintenance, and I have never done so. You can rest assured I will be getting some wrenches out of the garage and doing so soon.Comment
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For those following this thread, I just received this response from Kamado Joe customer service:
"Thank you for contacting Kamado Joe customer support. I apologize for any inconvenience your cracked dome may have caused. To proceed with your warranty claim, please reply with a photo of the diameter of the dome. The proper way to measure your dome is to have the grill dome open and place the measuring tape across the widest part of the dome, from outer shell to outer shell. Please take a picture of the dome with the measuring tape so that we may see the measurement. If you have any questions on this, please let me know. "
So far, I'm very pleased.
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