McClumsy
New member
- Joined
- Feb 9, 2021
- Messages
- 7
- Media
- 9
- Reaction score
- 2
- Points
- 3
- Location
- Cincinnati
- Grill
- Timberline 1300
I have had a "fun" time dealing with Traegers customer service lateley. Ill do my best to keep it short and sweet.
I purchased a brand new Timberline 1300 back in September 2020 as a birthday present to myself. For the most part, I absoluteley love the thing. I have had a few issues though that I needed taken care of.
1.) The D2 module is supposed to go up 5 degrees a click on the knob, but mine would jump randomly per click. Sometimes 5 degrees, sometimes 45, sometimes 20 and so on.
2.) The front of the grill lid, where the sides meet the main curved piece, theres a 6" section where it was not sealed and it leaks a ton of smoke during a cook.
So, I call cusotmer service back in October, and after discussing the issues I was having, they decided it was the knob itself on the controller that was bad (I know it was a hardware issue, not the beauty knob but I went along with it) and it was causing temp jumps, and they initiated a new lid to be sent out to me. I thought it was so easy and convienent, and couldnt be happier with their service. So I thought.
I got an ETA of late November for the lid, and mid October for the knob.
12/7/20 - I get a knob, but it was black plastic for a Pro Series, not the silver for the timberline. I call and Inquire, they order "the correct knob" and I got an upodated ETA of 12/27 for my lid.
12/18/20 - I get another knob. The same black plastic one. I call again, and they send another.
12/30/20 - I finally get a silver knob, and a new ETA of early January for a lid. SUPRISE, the knob doesnt do a thing. So I call AGAIN, and thankfully I got a more competent person on the line, and she said the controller was bad. She initiated a new controller.
1/5/2021 - I get my first Lid. It was so damaged, that UPS woudlnt deliver it. They took it to their warehouse, and re boxed it to try and Hide it. This one is on UPS, BUT The packaging on Traegers end was TERRIBLE. a 30lb lid, in a plastic bag, in a thin cardboard box, travelling 2000 miles across the country. I call, and explain that it was damaged, they video streamed through my phone and got photos, then initiated another lid. I expressed it needed to be packaged better, and they said they would put a note in for their shipping department.
1/15/2021 - Lid #2 arrives, Same packaging, worse damage than the first. I call again, video stream again, explain the situation again, and explain how they need better packaging. I was told it was handled.
1/17/2021 - Recieved a new controller, fixed the temp sqing issue! (THANKFULLY)
1/21/2021 - Recieved my THIRD lid. and guess what..... SAME BOX, PACKAGING, & DAMAGE. I call again, waste another 30 minutes, explain the problem and gave my solution AGAIN. New lid ordered.
2/5/2021 - 4th Lid out for delivery annnndddddd....... RETURNED TO SENDER DUE TO DAMAGE. At this point I was furious. So I called again, asked for a supervisor. This time they assured me they would personally make sure the lid was "overpackaged" and that "the 5th time will be the charm."
2/9/2021 - Package delivered notification.... AND....... same packaging, same damage, same problem. Im just lost at this point. I called again, got the same story, I just expressed more frustration than anything. I asked for photos of the package before shipping and they politely told me no.
I can see how UPS could be at fault here, but if Trager now knows, why wont they change their packaging.
So now is a waiting game. Maybe see if the 6th time is the charm, while a pile of traeger lids is forming in my garage. Im sure this isn't cheap for them. Not sure why they wont step up to the plate here. Its rather irritating. Im considering taking to social media, or writing a letter to a higher up or something. I've tracked these calls from the beginning. 14 total calls now, total call time is nearing 6 hours. Its time ill never get back, all for workmanship defects that should be covered by warranty. I should at least be sent some pellets or something.
The damage is the same on all of them. The lid is 30 pounds of steel. it shifts and busts through the box, then UPS drags it through their trucks, scuffing the edges to bare metal. Then, the bundle of the hinges and hardware is loose in the box, so it scrapes, scuffs, and dents the lid and insulation panel in transit. Ive tried many times to explain this to these supervisors and managers, and I got one sincere reply after a 20 minute hold, that she confirmed they were going to over pack. The other customer service reps I feel is just a assuring head nod of "yeah we got it handled" to get me off the phone.
Anyone have any ideas? Advice? Is there anyone from Treager on here? Im at the point of giving up. I love the gril but Id never recommend one with how their customer service operates.
I purchased a brand new Timberline 1300 back in September 2020 as a birthday present to myself. For the most part, I absoluteley love the thing. I have had a few issues though that I needed taken care of.
1.) The D2 module is supposed to go up 5 degrees a click on the knob, but mine would jump randomly per click. Sometimes 5 degrees, sometimes 45, sometimes 20 and so on.
2.) The front of the grill lid, where the sides meet the main curved piece, theres a 6" section where it was not sealed and it leaks a ton of smoke during a cook.
So, I call cusotmer service back in October, and after discussing the issues I was having, they decided it was the knob itself on the controller that was bad (I know it was a hardware issue, not the beauty knob but I went along with it) and it was causing temp jumps, and they initiated a new lid to be sent out to me. I thought it was so easy and convienent, and couldnt be happier with their service. So I thought.
I got an ETA of late November for the lid, and mid October for the knob.
12/7/20 - I get a knob, but it was black plastic for a Pro Series, not the silver for the timberline. I call and Inquire, they order "the correct knob" and I got an upodated ETA of 12/27 for my lid.
12/18/20 - I get another knob. The same black plastic one. I call again, and they send another.
12/30/20 - I finally get a silver knob, and a new ETA of early January for a lid. SUPRISE, the knob doesnt do a thing. So I call AGAIN, and thankfully I got a more competent person on the line, and she said the controller was bad. She initiated a new controller.
1/5/2021 - I get my first Lid. It was so damaged, that UPS woudlnt deliver it. They took it to their warehouse, and re boxed it to try and Hide it. This one is on UPS, BUT The packaging on Traegers end was TERRIBLE. a 30lb lid, in a plastic bag, in a thin cardboard box, travelling 2000 miles across the country. I call, and explain that it was damaged, they video streamed through my phone and got photos, then initiated another lid. I expressed it needed to be packaged better, and they said they would put a note in for their shipping department.
1/15/2021 - Lid #2 arrives, Same packaging, worse damage than the first. I call again, video stream again, explain the situation again, and explain how they need better packaging. I was told it was handled.
1/17/2021 - Recieved a new controller, fixed the temp sqing issue! (THANKFULLY)
1/21/2021 - Recieved my THIRD lid. and guess what..... SAME BOX, PACKAGING, & DAMAGE. I call again, waste another 30 minutes, explain the problem and gave my solution AGAIN. New lid ordered.
2/5/2021 - 4th Lid out for delivery annnndddddd....... RETURNED TO SENDER DUE TO DAMAGE. At this point I was furious. So I called again, asked for a supervisor. This time they assured me they would personally make sure the lid was "overpackaged" and that "the 5th time will be the charm."
2/9/2021 - Package delivered notification.... AND....... same packaging, same damage, same problem. Im just lost at this point. I called again, got the same story, I just expressed more frustration than anything. I asked for photos of the package before shipping and they politely told me no.
I can see how UPS could be at fault here, but if Trager now knows, why wont they change their packaging.
So now is a waiting game. Maybe see if the 6th time is the charm, while a pile of traeger lids is forming in my garage. Im sure this isn't cheap for them. Not sure why they wont step up to the plate here. Its rather irritating. Im considering taking to social media, or writing a letter to a higher up or something. I've tracked these calls from the beginning. 14 total calls now, total call time is nearing 6 hours. Its time ill never get back, all for workmanship defects that should be covered by warranty. I should at least be sent some pellets or something.
The damage is the same on all of them. The lid is 30 pounds of steel. it shifts and busts through the box, then UPS drags it through their trucks, scuffing the edges to bare metal. Then, the bundle of the hinges and hardware is loose in the box, so it scrapes, scuffs, and dents the lid and insulation panel in transit. Ive tried many times to explain this to these supervisors and managers, and I got one sincere reply after a 20 minute hold, that she confirmed they were going to over pack. The other customer service reps I feel is just a assuring head nod of "yeah we got it handled" to get me off the phone.
Anyone have any ideas? Advice? Is there anyone from Treager on here? Im at the point of giving up. I love the gril but Id never recommend one with how their customer service operates.
