Pellet Fan
Pit Talk -- Comments and Questions Regarding These Pellet Pits => GMG => Topic started by: wilpark on February 12, 2018, 10:54:22 AM
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I love using my GMG JB. I did have to make a few adjustments and modifications to it but now it cooks consistently and predictably.
Their customer service is what blows me away. Friendly, knowledgeable and helpful.
I was struggling with auger jams interrupting my cooks. A few questions and CS determined I needed a new auger assembly. Asked for my address and sent it. Asked me if there was anything else she could help me with and I said. I have a little bit of grease leaking at the bottom seam of my pit due to the wind knocking it over. I said "thats not really GMG's fault." and chuckled. CS agent said "I'll include a tube of the high heat silicone."
In a time where CS is nonexistent in many industries I was BLOWN AWAY.
Thank you Green Mountain Grills
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Nice - So relieving to treated like that.
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I even contacted them via email through the WiFi app over the weekend. I have always had big temp swings left to right on the one piece heat shield on my DB. I even notched it out and have it slid all the way to the drip tray and still have a 60 degree temp diff from left to right. I know my pit was built in 2015 but they are sending me a new one piece heat shield as I got the UPS tracking number last night. Within 5 minutes of sending the initial email I got a response and within 15 minutes they told me they were sending me a new heat shield. A++ customer service!!
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I was worried because the production date was 2012 but bought it 2 years ago brand new. 6 years after production date they stand behind this grill. wonderful wonderful wonderful.
Now if the would just be a little bit more innovative in terms of design and cooker features. I know they are feature rich with the wifi but its becoming more common. A vertical, pit, extra shelves, direct flame capabilities etc.