A History of My Experience with Char-Broil
WEEK #1
August 18: I purchased a Char-Broil gas grill (Mod.# 4638294). I am missing 5 pieces including the cooking grate, the 2 warming racks and the front panel that keeps the legs from folding up under the grill.
I contacted the grill service center like it says in directions: "Should you encounter any problem, Call us first. Do not return this product to the store." I'm told parts will ship in 3 weeks.
WEEK #3
September 5: I contacted the service center to check the status of my order. Tomika said the warehouse is backlogged, and hopefully my order will ship in 7 to 10 buisness days. Tomika blamed the holdup on the Labor Day holiday. But Labor Day occured a full 2 weeks after I placed my order. I told Tomika that was unacceptable, and that I wanted to talk to a supervisor. She tansfered me to her supervisor Vicki. Vicki said the order will be filled today and I will have parts "no later than Septerber 17th."
WEEK #4
September 15: I contact the service center for an update. I am told the front panel is out of stock, and there is no date for when it will come in. They are holding my entire order until the front panel arrives at the warehouse.
September 18: I received a package from Char-Broil. It contains only 4 of the 5 missing pieces. The front panel is not included. The front panel is required in the first step of grill assembly. The legs will buckle if the front panel is not in place. The grill is unable to stand up without the front panel.
WEEK #5
September 27: I received a postcard from Char-Broil: "Per Federal Trade Commission law, your order must be cancelled unless you further permit us to hold it open." But I NEED the front panel. I can not get the gas tank under the grill because the grill won't stand up without the front panel. Once again, I contact the service center. The representative says she thinks they will get parts in on October 10, but she is not sure. I ask to speak to supervisor Vicki again. I am on hold for 45 minutes. No one ever checks on me durring this time. Frustrated, I hang up.
WEEK #6
October 4: I searched the internet for 'Char-Broil' and 'W.C. Bradley'. (w.C. Bradley ownes Char-Broil, Thermos and Coleman brands). After sending this story to 25 different @charbroil.com and @wcbradley. Come e-mails addresses I get a messages left on my answering machine. It says "I am having a substitute panel shipped to you overnight and this is something you can use until the correct panel will arrive and we still expect that that will arrive sometime next week. But since we can never be sure, we have found a substitute panel that will work and we'll go ahead and sent that out, and we'll keep your order open and have the regular panel sent as well."
October 5: I do not leave the house in anticipation of using my 6 week old grill for the very first time. The package does not arrive.
Grilltrouble
Waterford, Michigan
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