Customer support stinks!

[jimbotek]

Customer support stinks!
Funny, the wait times for calling is ~40-50 minutes. I also tried chat methods twice. The first time (under warranty) on last Monday (1-31-24) a new igniter was agreed to be shipped via chat support. When I called again yesterday (1-3-25) wanting tracking information, they had the same wait lengthy wait times so I decided to chat again. This guy told me there’s no record of anything being arranged and I needed to be near my smoker to discuss it further. I explained to them that my smoker is 250 miles away at another home I own. If you have an extra hour or more I’d recommend calling CS lol….disappointing!!
It’s a $20-$25 dollar part and I’m not trying to scam anyone. This Ironwood 885 cost me plenty when I bought it 2 years ago. I’d think that EVERY call (or chat) needs to be documented.

 

[Jeff3680]

Well I recieved my first Treager for Christmas, power cord was missing and the spice kit that was included in the starter pack was expired in 2022 . Took me a few tries to contact support , I blame it on the time of the year . Once I got through with online support they fired a new cord out asap and apologized for the mixup ... The spices have to go back to Ace Hardware , obviously they had some really old stock on hand ... It took awhile but support was courteous and helpful ... I would rate them 100% in my book so far . Hope I haven't jinxed myself with this post ...

 

[jimbotek]

Customer support stinks!
Funny, the wait times for calling is ~40-50 minutes. I also tried chat methods twice. The first time (under warranty) on last Monday (1-31-24) a new igniter was agreed to be shipped via chat support. When I called again yesterday (1-3-25) wanting tracking information, they had the same wait lengthy wait times so I decided to chat again. This guy told me there’s no record of anything being arranged and I needed to be near my smoker to discuss it further. I explained to them that my smoker is 250 miles away at another home I own. If you have an extra hour or more I’d recommend calling CS lol….disappointing!!
It’s a $20-$25 dollar part and I’m not trying to scam anyone. This Ironwood 885 cost me plenty when I bought it 2 years ago. I’d think that EVERY call (or chat) needs to be documented.

Well, I might stand corrected. The first cs person actually did his job and processed my claim and arraigned shipment of igniter part needed. The reason I wrote the first time is because the second cs person didn’t know anything and said nothing was being processed re my warranty part needed. I still feel I was misled but now the smoker is working again. Yes!