In the fall of 2007 oilBabe and I purchase a UniFlame GBC730W grill from our local Wal*Mart.
This weekend, when cleaning the grill, I noticed that the burner had rusted out in the center. I've owned grills before and they are usually a decade in age before any sort of major failure occurs. This grill is kept outside, but covered and is cleaned after every use and a few times a year the burners are removed and cleaned based on the diagram in the manual that says when the burners need cleaning.
So I wrote them on Sunday and their webpage says they will contact me in 3 business days.
Today, day 4, after no contact, I call them, tell them my story, and it's just sorry the warranty is 12 months, etc.
I ask if there is anything they can do, a discount, a customer sat adjustment. I even tell them I notice the new grills have a different burner design.
Nope, not willing to help, nothing.
Personally, I expect a product such as a grill to last longer than 18 months with proper care.
So I'm asking my fellow BITOG'ers to first not buy any grills made or marketed by Blue Rhino, the parent company to UniFlame. Second, I know I'm not going to use the Blue Rhino exchange service any more. I've found my local equipment rental refills bottles AND gives a buy 3 get the 4th free.
I wouldn't have even searched out alternatives had Blue Rhino worked with me and done something more than just say "Sorry" when it comes to my grill.
Basically I got a polite brush off.
The funny thing was, the woman told me that my grill should have lasted longer than 18 months, but couldn't send me a new burner, even at a discount.
Sorry is worthless when a customer is unhappy.
I would have liked a new burner for free. I would have been happy to have them split the cost or give me a voucher to help pay for one of the re-designed grills.
Instead, nothing was offered by either the first or second level Customer Service Reps. The next level was out to lunch, but I was assured she too would give me the same answer.
So for me and my household, we'll not use UniFlame and I'll be sure I share my experience with anyone who I might see considering such a product at my local Wal*Mart.
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Edit: They came through
http://www.bobistheoilguy.com/forums/ubbthreads.php?ubb=showflat&Number=1464437#Post1464437
This weekend, when cleaning the grill, I noticed that the burner had rusted out in the center. I've owned grills before and they are usually a decade in age before any sort of major failure occurs. This grill is kept outside, but covered and is cleaned after every use and a few times a year the burners are removed and cleaned based on the diagram in the manual that says when the burners need cleaning.
So I wrote them on Sunday and their webpage says they will contact me in 3 business days.
Today, day 4, after no contact, I call them, tell them my story, and it's just sorry the warranty is 12 months, etc.
I ask if there is anything they can do, a discount, a customer sat adjustment. I even tell them I notice the new grills have a different burner design.
Nope, not willing to help, nothing.
Personally, I expect a product such as a grill to last longer than 18 months with proper care.
So I'm asking my fellow BITOG'ers to first not buy any grills made or marketed by Blue Rhino, the parent company to UniFlame. Second, I know I'm not going to use the Blue Rhino exchange service any more. I've found my local equipment rental refills bottles AND gives a buy 3 get the 4th free.
I wouldn't have even searched out alternatives had Blue Rhino worked with me and done something more than just say "Sorry" when it comes to my grill.
Basically I got a polite brush off.
The funny thing was, the woman told me that my grill should have lasted longer than 18 months, but couldn't send me a new burner, even at a discount.
Sorry is worthless when a customer is unhappy.
I would have liked a new burner for free. I would have been happy to have them split the cost or give me a voucher to help pay for one of the re-designed grills.
Instead, nothing was offered by either the first or second level Customer Service Reps. The next level was out to lunch, but I was assured she too would give me the same answer.
So for me and my household, we'll not use UniFlame and I'll be sure I share my experience with anyone who I might see considering such a product at my local Wal*Mart.
============================
Edit: They came through
http://www.bobistheoilguy.com/forums/ubbthreads.php?ubb=showflat&Number=1464437#Post1464437
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