Char-Griller

I do apologize for any inconvenience this has caused We did have a year warranty on the burners, but that did not include the side burner I will go ahead and send out the side burner so we can fix the problem.Thank you

From: [redacted] Date: Wed, Sep 9, at 9:AMSubject: Re: You have a new message from the Revdex.com of Northeast Florida complaint # [redacted] .To: [email protected] is to follow up on the complaint.We will be sending the customer a new grate as soon as they are back in stock.Thank you[redacted]

From: *** *** *** Date: Fri, Sep 4, at 3:PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida complaint #***.To: [email protected] afternoon.I have left a message for Mr *** **and I have emailed him also We did answer his emails
and tried to explain that the item he is seeking is out of stock. They are made in China and it takes to weeks for us to receive our shipments. We did receive a small shipment and completed all orders that had been placed We will be happy to send this gentleman a grate at no charge, when they are back in stock.*** is no longer with the company. I am filing in for him at the moment.Thank you. *** *** *** ***

From: [redacted] <>Date: Wed, Mar 1, 2017 at 6:35 PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint To: Revdex.com <[email protected]>You have no temperature control monitor on the fire box!!. If you are requesting people who purchase your product to monitor temps on your equipment, then put a dam temp monitor on it, like you have on the main barrel. DO YOU EXPECT ME TO PUT MY HAND OVER HOT COALS WITH A HAND HELD THERMOSTAT??IF YOUR PRODUCT CANNOT HANDLE CHARCOL AND APPLE CHIPS, YOU NEED TO GO OUT OF BUSINESS. I WILL WRITE YOUR COMPANY UP ON THE Revdex.com AND WARN PEOPLE ABOUT YOUR PRODUCT. YOUR ARE WEAK, AND YOU MAKE CHEAP PRODUCTS AS A COMPANY. I WILL LET HOME DEPOT KNOW HOW YOU HANDLED THIS SITUATION..
Regards,
[redacted]

From: [redacted] Date: Wed, Sep 9, 2015 at 9:36 AMSubject: Re: You have a new message from the Revdex.com of Northeast Florida complaint #[redacted].To: [email protected] is to follow up on the complaint.We will be sending the customer a new grate as soon as they are back in stock.Thank you.[redacted]

I do apologize for any inconvenience this has caused.  We did have a 5 year warranty on the burners, but that did not include the side burner.  I will go ahead and send out the side burner so we can fix the problem.Thank you.

From: [redacted] <[redacted]>Date: Thu, Sep 10, 2015 at 3:43 PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida complaint #[redacted].To: [email protected] afternoon.The Consumer Service Representative was correct in her information to Mr...

[redacted], but we will have the part sent out to him.I have left a message for Mr [redacted] and I have also emailed him.As soon as he calls or emails we will get the information needed in order to send the part out to him.Thank you. [redacted]

Unfortunately, I have no communication with this individual. Char-Griller protocol, for issues like these, would be to request photos of the damage, the individuals shipping address, the serial number of the grill and a copy of the receipt. Customer Service would take that information and prepare a...

warranty package, then file that with the warranty department. The Warranty Department would go over the photos to determine the cause of the damage and give their findings to Customer Service. If it is a manufacture's defect, the warranty would be honored. If the damage was due to mis-use and abuse, Customer Service would email the findings to the consumer.  Those emails are not discarded. Customer Service keeps them for future reference and so we are able to respond to when an issue like arises. If there is another email, I am happy to look into it, if it can be provided.[redacted]Customer Service Manager