Dansons has no care for their customers and simply wants money. Their customer service individuals are hit or miss with how helpful or not helpful they will be. Typically, the latter. I have purchase two pellet smokers from the company and one broke down after a year. We urgently bought a new one because we needed it for Thanksgiving.
The second grill we bought only lasted 4 months before it, too, broke down. I have been on the phone with the company and all they do is send me more parts to try to fix the problem. They sent me parts for both smokers and still, neither one is working. I finally called today, frustrated, because once again I am smoker-less before Thanksgiving.
I have replaced so many parts, sliced my hand open doing so, and can no longer return the smokers to the original retailer because it is past their return policy. I finally asked the company for a refund. Denied. I asked to be transferred to a manger or supervisor. Denied. I asked for the phone number to quality control or to someone that can actually help me with this nonsense. Denied! Horrid company, horrid policies, and crap product. NEVER buy from them.
So far I have spent 2 1/2 hours waiting on hold to talk to someone about an order I have placed and still have not talked to any one except a receptionist at their headquarters which was even less helpful than waiting on hold. If I would have known that getting a hold of them for customer service is like this I would have probably looked for another company to do business with. Now to be fair I have cooked on the grill a few times and it is a great product to use and the app is very intuitive for grill monitoring and adjustment. So 1 star for customer service and 5 stars for the product. I love my new grill and hope I never have to reach out to them again in the future for support!
It`s been over 3 weeks waiting for the replacement panel/board for my pit boss smoker grill. They will not call me back; I got the new meat prob, but no control panel/board.
I`m very disappointed with your product, my meat over cooks, the temp. drops, teh panel fades out, and i`m very dissatisfied with the way you value your costumers like this
Hello [redacted] , I left a VM for the customer today to call me back and left my direct line plus tried to email but keep bouncing back for some reasonI hope to correct the situation as soon as possibleThanks George George K***Dansons | Customer Service Manager Phone: [redacted] Cell: [redacted] Pipebend PL NE, Suite 170, Salem Or USA, 97301Email: [redacted] | Web: www.dansons.com
Initial Business Response / [redacted] (1000, 5, 2016/04/22) */ It is unfortunate that this grill had some issues when purchasedOur warranty program covers all electric parts for years after the date of purchaseWe did provide the warranty part (auger motor) that was necessary to fix the grill in a timely mannerThe other part needed (meat probe) is an optional part that is not necessary to use the grillThe probe was out of stock for a longer period than we had planned but the probe was eventually delivered to the consumer when we had it availableWe also sent the consumer some free bottles of our spices to compensate for the troubles that he had with his grillTo our knowledge this grill is now working as it is supposed to work In conclusion, we have provided the necessary parts to fix the product as per our warranty programWe have also sent extra items to compensate for our customer's frustrations
The second grill we bought only lasted 4 months before it, too, broke down. I have been on the phone with the company and all they do is send me more parts to try to fix the problem. They sent me parts for both smokers and still, neither one is working. I finally called today, frustrated, because once again I am smoker-less before Thanksgiving.
I have replaced so many parts, sliced my hand open doing so, and can no longer return the smokers to the original retailer because it is past their return policy. I finally asked the company for a refund. Denied. I asked to be transferred to a manger or supervisor. Denied. I asked for the phone number to quality control or to someone that can actually help me with this nonsense. Denied! Horrid company, horrid policies, and crap product. NEVER buy from them.
I`m very disappointed with your product, my meat over cooks, the temp. drops, teh panel fades out, and i`m very dissatisfied with the way you value your costumers like this
Hello [redacted] , I left a VM for the customer today to call me back and left my direct line plus tried to email but keep bouncing back for some reasonI hope to correct the situation as soon as possibleThanks George George K***Dansons | Customer Service Manager Phone: [redacted] Cell: [redacted] Pipebend PL NE, Suite 170, Salem Or USA, 97301Email: [redacted] | Web: www.dansons.com
Initial Business Response / [redacted] (1000, 5, 2016/04/22) */ It is unfortunate that this grill had some issues when purchasedOur warranty program covers all electric parts for years after the date of purchaseWe did provide the warranty part (auger motor) that was necessary to fix the grill in a timely mannerThe other part needed (meat probe) is an optional part that is not necessary to use the grillThe probe was out of stock for a longer period than we had planned but the probe was eventually delivered to the consumer when we had it availableWe also sent the consumer some free bottles of our spices to compensate for the troubles that he had with his grillTo our knowledge this grill is now working as it is supposed to work In conclusion, we have provided the necessary parts to fix the product as per our warranty programWe have also sent extra items to compensate for our customer's frustrations