by DangerkittyToTheRescue on April 14th, 2006, 6:05 pm
Ok, long/short story is that I have a 19-inch porcelain "H"-burner being shipped out for my grill, a $62 value including the freight at no cost to me.
Here's what I did after a month of run around with warranty.
I scouted down the part number through several different sources on the phone, stores and the web and found the part number for a 19-inch "H"-burner. The 17-inch model is/has been discontinued; I know that a 19-inch will fit.
I then called Char-broil and politely (more flies with honey theory) explained that they sent me the wrong part, I was very unhappy, I want the correct part and they need to throw me a bone for all my aggravation, frustration, freight costs and time spent. I again stressed to the operator, “I am very unhappy but it’s not your fault, you’re trying to help me, I’ll be nice but let’s get something done.”
I knew that they couldn't send me the correct warranty part so I "suggested" the 19-inch "H"-burner and gave them the part number. After the operator consulted with her manager, she came back on the line and gave me my confirmation number for the 19-inch "H"-burner.
I also explained politely that parts look up function on Char-broil's web site is a disaster. That’s the whole problem with their lousy customer service because the system demands a grill model number before it will proceed. What if you don’t own their brand? What if you only want their universal fit parts? They don’t have all of the universal parts listed in a specific category. No wonder they had so much difficulty, they couldn’t cross reference to match anything up.
Anyway, free part, free freight, I get to keep the other 17-inch bar burner and the new “H”-burner has 5-year warranty to boot.
"Ole Vesuvius", my grill, will live again! Wooot Wooot! Ok! I’ll be back in the game soon! Just have to clean up the grill a bit; a few parts and I'll be all set.
When my part comes in, I’ll celebrate my warranty victory with a nice thick Teriyaki marinated steak with grilled peppers and onions, twice baked potato, chicken tenders, grilled garlic toast and maybe a Diet Dr. Pepper to wash it down.
Kudos to me for being such a persistent bugger, I was like a bad rash, I wouldn’t go away! It was like a matter of principal and I wasn’t quitting until I got satisfaction!
Medium rare and don’t forget the A1 steak sauce!
Curly says,,,,”If at first you don’t succeed, keep on sucking until you do succeed!” Nyuk nyuk nyuk nyuk nyuk nyuk certainly!”