• Report: #337545

Complaint Review: CharBroil

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  • Submitted: Thu, June 05, 2008
  • Updated: Mon, June 16, 2008

  • Reported By:Bonney Lake Washington
CharBroil
1442 Belfast Ave Columbus, Georgia U.S.A.

CharBroil Customer bad support Columbus Georgia

*Author of original report: Update#2

*Author of original report: Update on parts

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I too purchased a CharBroil grill. When I got it home I found 7 key parts missing in the box. The instruction manual says not to return it to the store but call them at a toll free number. (this was a mistake, TAKE IT BACK!!!) I did just that. I also sent a complaint to the less then user friendly web site:

Description: What happened to your quality control? I just bought a grill and the box was missing 7 key parts. At the price I paid, $170 I expect better packing of material then this. I'll be calling you tomorrow. I'm extremely disappointed in the quality of this product. I would expect you will make it right and offer some restitution for the gross inconvenience this caused. (case #203591).

I called them the next day as I sent the complaint to them after hours. They requested proof of purchase (not an unreasonable request). I faxed it to them. They then sent me the parts:
Parts ordered on 5/16/08.
-------------------------------------
Qty Product Code - Product Name Price
-------------------------------------
2 80009727 - Wheels
1 80011127 Ground Wire
1 80009099 - Axle
1 80009900 - Upper Back Brace
4 80009706 - Control Knobs
1 80009912 - Handle
1 80009920 - Heat Shield
1 80009171 Tank Heat Shield

When I got the parts on 5/29/08 (13 days later) Remember the grill it totally unusable still in the box.
I received:

Your order number 415237 includes:

-------------------------------------
Qty Product Code - Product Name Price
---------------------------------------
2 80009727 - Wheels 0.00
1 80011127 Ground Wire <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< Missing from order
1 80009099 - Axle 0.00
1 80009900 - Upper Back Brace 0.00
1 80009706 - Control Knobs 0.00<<<<<<<< Missing four knobs
1 80009912 - Handle 0.00
1 80009920 - Heat Shield 0.00
1 80009171 - Instruction Manual 0.00<<<<<<<< Wrong part

When I called back the tech I talked to said that the part number for the heat shield was wrong. This part number came right out of their manual shipped with the unit. I gave her the right number from an on line manual for the same model grill and she told me it does not go to that grill. I pointed out it is on page 11, 12 and 14 of your own manual for that grill (model 463820307). They could not find any reference to the request for the Ground wire and realized that the knobs were an over sight by the previous tech. The Technician then said that they would get the parts out to me in a week to 10 days.
I checked the order sent to me in an E-mail. You guessed it it was once again wrong.

---------------------------------------
Qty Product Code - Product Name Status
---------------------------------------
4 80009706 - Control Knobs shipped
Carrier: FedEx
02901001068100419534
1 80011127 - Ground Wire, Ignitor shipped
Carrier: FedEx
02901001068100419534
1 80009920 - Heat Shield shipped
Carrier: FedEx
02901001068100419534
-----------------------------------

I filed this complaint with them On line as I was to mad to call them again:
I'd like to know if there is anyone at Charbroil that is competent enough to send the parts I need to finish the construction of my grill. I called on 5/16/08 to report that my box was missing the following parts listed in my manual part # 80009170 dated 08-21-07
-----------------------------------------
Qty Product Code - Product Name Price
-------------------------------------------------
2 80009727 - Wheels
1 80011127 Ground Wire
1 80009099 - Axle
1 80009900 - Upper Back Brace
4 80009706 - Control Knobs
1 80009912 - Handle
1 80009920 - Heat Shield
1 80009171 Tank Heat Shield
Order #415237 Arrived 5/29/08 contained
----------------------------------------
Qty Product Code - Product Name Price
----------------------------------------
2 80009727 - Wheels 0.00
1 80011127 Ground Wire <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< Missing from order
1 80009099 - Axle 0.00
1 80009900 - Upper Back Brace 0.00
1 80009706 - Control Knobs 0.00<<<<<<<< Missing four knobs
1 80009912 - Handle 0.00
1 80009920 - Heat Shield 0.00
1 80009171 - Instruction Manual 0.00 <<<<<<< Wrong part

I called again on 5/30/08 to get the parts I was still missing. I just received the order invoice via e-mail and wow discovered this:
----------------------------------------
Qty Product Code - Product Name Status
------------------------------------
4 80009706 - Control Knobs shipped
Carrier: FedEx
02901001068100419534
1 80011127 - Ground Wire, Ignitor shipped
Carrier: FedEx
02901001068100419534
1 80009920 - Heat Shield shipped
Carrier: FedEx
02901001068100419534
---------------------------------------
Do you notice that yet again missing?

---------------------------------------
Qty Product Code - Product Name Price
---------------------------------------
1 80009945 - Heat Shield (tank)

The wrong heat shield was sent: Qty 1 80009920 - Heat Shield shipped
Grill model No. 463820307 serial #G437010705004519 See page 11, 12, and 14 of your manual.
Latest Update:
Status: Closed
Resolution: Placed Warranty Order for Customer
Date Closed: 6/3/2008 9:08:36 AM
Product Registration: Product has been registered.

The correct parts are now listed on the order.
----------------------------
Qty Product Code - Product Name Price
-----------------------------------------
4 80009706 - Control Knobs 0.00
1 80009945 - Heat Shield (tank) 0.00
1 80011127 - Ground Wire, Ignitor 0.00
--------------------------------------

20 day (over two weeks) since I purchased the grill and I have yet to use it. No restitution or apology for the problems or the delay. They should at the very least refund 10 % of the price or give me some merchandise like a grill set or something to make up for their in competence. Still waiting on the parts. Which by their claim of a week to 10 days will put it at 6/13 0r 6/14 as the parts are still showing as in the ware house (not yet shipped).

Do you self a favor do not buy a Charbroil grill. They look nice but try getting one repaired or get parts for it.

N rogers
Bonney Lake, Washington
U.S.A.

This report was posted on Ripoff Report on 06/05/2008 05:15 PM and is a permanent record located here: http://www.ripoffreport.com/r/CharBroil/Columbus-Georgia-31906/CharBroil-Customer-bad-support-Columbus-Georgia-337545. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Update#2

AUTHOR: N rogers - (U.S.A.)

The next shipments With the three missing items arrived 6/13/06 and to my wonder and amazement the heat shield was still wrong. I modified the one that arrived so that it would fit and at least make the grill usable.

6/16/08
Wow another shipment with the missing three items arrived this one contained the correct heat shield. Finally my grill is complete. One month after the initial purchase and the grill is finally finished. No restitution only excuses for the rotten customer services and mishandling of the parts. If you want it fast don't call CharBroil. Every shipment (3) took two weeks. Their reference did ntot match the manual and even the online manual was different from the manual that was shipped with the grill. If you but one of these grills and it is missing parts or the parts a damaged DO NOT CALL CHARBROIL. Take it back to the store.
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#2 Author of original report

Update on parts

AUTHOR: N rogers - (U.S.A.)

The parts are scheduled for delivery 6/16/08. This over month to get what should have been in the box in the first place. I still have not received any offer of restitution or compensation for the problem. Dont deal with CharBroil take your purchase back to the store. Good luck if you every need to get it fixed.
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