I was wondering what in the world is going on with Camp Chef customer service wait times. I had to call them for a non-urgent issue. I left the phone on speaker while I was cleaning the kitchen. Either I'm slow or I had a lot to clean or both, but 45 minutes later I was still on hold and I hung up. Holy smoke.
Is this normal for Camp Chef? I'm just worried about what happens if I need to call them for troubleshooting or a part.
Sadly it’s typical. Wait times have only gone up since I purchased in November 2022. They also have massive quality control issues with their manufacturing.
Fingers crossed on this. I have an XXL Pro in the box and more than anything I want to open it up to see how it came through shipping. When I bought my Silverbac, Grilla sent it out on a pallet. CC doesn't do that. The Fedex driver said a lot of packages like that that are heavy and not secured to anything get beat up. There is some carton damage, but nothing catastrophic.
I don’t have a Camp Chef but I have noted that many companies are now providing only chat and email support and de-emphasizing phone support. This is certainly frustrating for certain issues where you’d prefer to talk to a live person. Sorry to hear about this!
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I think it's the way of the future for many larger companies. I can't remember the last time I called a business and a person answered. Except the local pizza chain, but that's about it.
MtView That stinks. Most places prefer online ordering, it's sad that they take advantage and charge a surcharge for what actually helps them and frees up an employee from talking on the phone.
MtView Did you finally connect with Camp Chef and get the problem resolved?
Thanks for checking Max! It was a shipping question and I just waited it out. I have an XXL Pro sitting in a box on my deck with no time to assemble it! I guess receiving it was only half the battle. Maybe tomorrow....
Well, I opened it and the unit is so damaged that it's unusable. Now I am on hold for a real issue. I think the weight of the unit as it was moved around caused the bulging and twisting below the door. These pics aren't great, but show the problem.
That’s terrible, so sorry to see that. FWIW camp chef did offer me a refund as long as I provided proof I donated to a fire house or severed all the cables
My only customer service experience with Camp Chef was in the middle of 2020, and via email. I received a Camp Chef FTG900 with shipping damage, and I sent the issue to them on 6/30/2020, and got a response from a person on 7/2/2020, asking for pictures. Finally on 7/8/2020 they responded again saying they were shipping out a new bottom shelf to replace the bent up one.
Just as a followup - I did get through this time and they are sending me a new unit expedited shipping with the hope that the less handling there is the better chance I have of getting it intact.
It's disappointing, but so far the customer service has been great. They are also sending Fedex back for the unit I have. I feel like it's moving in the right direction anyway. Hopefully the second time is the charm. Carton damage was present, but minimal, so I'm thinking this had more to do with gravity and packaging than mishandling. Fingers crossed.
I have a Camp Chef 3 burner Pro 90 and I posted a cry for help and nada
That is NOT encouraging if you’re having trouble getting help.
I called them again today. First time I was on hold for an hour and it sent me to voicemail. Second time I was on hold 50 minutes and got someone. I noticed they put my replacement through standard ground and not expedited. We’ll see what happens. I got the impression the warehouse is going to do what they want to regardless of what CS promised me.
Glad this is finally seeing the light of day. I thought I was alone. I leveraged Twitter to get a response and tagged some of Camp Chef’s “brand ambassadors’”
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