In my prior post, I outlined the problems I was having with my new Traeger Timberline Smoker. At the time of writing it, I mostly felt that no one cared that their top of the line grill wasn’t working and the impact on me. However, they have since got back to me with the following response:
This is the escalations team at HQ.
We want to start off by apologizing for all the frustration and poor service on our part from our call center. This is not the experience we want our customers to have and we will do everything we can to mend this situation.
Furthermore, we are truly sorry that any of this happened. Sometimes parts in the fan can become damaged during shipping and we are deeply sorry this happened with your grill.
Your fan replacement has now been assigned a service order number – XXXXXX– and I just emailed our warehouse and asked them to push your order out ASAP, so you should be seeing it by the end of next week at the latest, as we unfortunately are not able to rush ship international orders, which we apologize for. You will also receive another email with tracking info once the order ships out.
Additionally, we want to assure you that swapping out the fan is a fairly simple fix and should not be hard for you to do on your own. We build our grills now with the intention on being easy for the end user to work on. Furthermore, here is a link to a video, walking you through the fan replacement. https://www.youtube.com/watch?v=9SAA0EhKH94
Last, we are happy to move the start date of your grill warranty to the date you get your grill back up and running. Keep us advised when the new part arrives and what date the new part was installed and we will be more than happy to take care of this for you and we apologize for the push back you initially received on this. We are going to be sending you some complimentary swag to make up for this hassle, so keep an eye out for this as well (case number XXXXXXX).
We want to thank you again for your business and please let us know if you have any other questions or concerns and we will be happy to help.
Take care and have a great rest of your week.
TRAEGER WOOD FIRED GRILLS
Things are looking up. I appreciate their hearing of my concern and acting on it.
The Old Fat Guy.