So about 2 years ago I bought a Char-Broil stainless steel "commercial series" gas grill from Lowes. It was about $400. Was pretty middle-of-the line.
Much to my amusement at the time, it had huge stickers on it talking about a 2 year, 10 year, and 99 year warranty on various parts. (99 years??)
Well, to make a long story short - 2 years later the grill is in pretty rough shape. I am on my 3rd or 4th tank of propane, so while the grill gets used it does not get used constantly. It is under the eve of my house so is relatively protected from rain etc.
The exterior surface of the grill is fairly pitted and has rust stains from fasteners. The stainless steel cooking grates that came with it are practically destroyed - they seemed to be hollow and apparently are rusting from the inside out. The gas controls were never as smooth as the newer grills but now have a decidedly "rusty" feel to them. The electronic ignitor broke. Overall it is not looking too hot and the GF refused to eat anything cooked on the grates anymore. 🙂
Anyway I finally got around to calling char-broil (the phone # is silkscreened on the front of the grill) and I have to say I am very happy with their customer service. They sent me new cooking grates, a new valve assembly, (a pretty hefty piece) and a new battery powered ignitor. I had to pay shipping fees (about $20) but I can live with that.
Of course, having said all that - I would be much happier with a grill that did not need new parts every 2 years. And I am really curious how long they will go on sending replacements... C'mon - if you are going to market something with a 10+ year warranty, you'd think you would make sure it was quality in the first place!
BUT - I am still a happy customer, they did the right thing and replaced the parts with a minimum of hassle and left me feeling good about the experience. Two thumbs up for post-sale support.
Much to my amusement at the time, it had huge stickers on it talking about a 2 year, 10 year, and 99 year warranty on various parts. (99 years??)
Well, to make a long story short - 2 years later the grill is in pretty rough shape. I am on my 3rd or 4th tank of propane, so while the grill gets used it does not get used constantly. It is under the eve of my house so is relatively protected from rain etc.
The exterior surface of the grill is fairly pitted and has rust stains from fasteners. The stainless steel cooking grates that came with it are practically destroyed - they seemed to be hollow and apparently are rusting from the inside out. The gas controls were never as smooth as the newer grills but now have a decidedly "rusty" feel to them. The electronic ignitor broke. Overall it is not looking too hot and the GF refused to eat anything cooked on the grates anymore. 🙂
Anyway I finally got around to calling char-broil (the phone # is silkscreened on the front of the grill) and I have to say I am very happy with their customer service. They sent me new cooking grates, a new valve assembly, (a pretty hefty piece) and a new battery powered ignitor. I had to pay shipping fees (about $20) but I can live with that.
Of course, having said all that - I would be much happier with a grill that did not need new parts every 2 years. And I am really curious how long they will go on sending replacements... C'mon - if you are going to market something with a 10+ year warranty, you'd think you would make sure it was quality in the first place!
BUT - I am still a happy customer, they did the right thing and replaced the parts with a minimum of hassle and left me feeling good about the experience. Two thumbs up for post-sale support.
