Poor customer service with Rock's BBQ - BBQ Central

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Old 10-01-2013, 03:43 PM   #1
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Poor customer service with Rock's BBQ

Yeah it's been a while since I have posted. Life get's busy, etc...

Years back I purchased one of the original Stokers (non wifi). It has held up pretty well over time, though I do tend to baby it. It has come in handy when things get really busy and sleep and family time win out. I even recommended one to my brother and he purchased one after the wifi version came out.

When I made the original purchase I was going to put in some permanent wiring so I emailed Rocks to ask if there was a maximum distance before the signal degraded. After 4 emails with no reply I gave up trying. I also found out months later that one of the extra temp probes I ordered was faulty and couldn't be calibrated. I take responsibility for that as I am certain they would've replaced it had I checked it when I first got it.

Fast forward to this past month. On Sept 2 I placed an order for a new WSM fan adapter kit (just the hardware) and the brackets that allow you to place the lid on the lower bowl and use it like a grill. This was going to come in handy for an upcoming trip.

The order processed instantly and 2 weeks later I received it USPS. Except parts were missing. I took a couple of pics and emailed them along with a nice email and asked if they could get the missing parts out. 48 hours later I finally get a short response saying that they will send out my WSM parts. That was basically it. 10 days later I still have nothing so I emailed and simply let him know that I was disappointed in the service and would like to know the status.

30 days after the original order, 2 weeks after I was promised the missing parts, 5 days after my last email, I get an email with a "sincere apology" stating that it will go out today...USPS.

In the grand scheme of life it's not a big deal, I get that. But when I order something over 35 days out for a trip and more than likely it won't be here for it...and simply because someone couldn't send out the parts when they say. It deserves a mention.

I won't go all stupid and say that I will never purchase again from them. That would be stupid. I own the Stoker and if temp probes break then I have to get them there. BUT, when it does give up the ghost I see a guru in my future.

Other than that the play was fine Mrs. Lincoln. Hope all is well with everyone.
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Old 10-01-2013, 06:47 PM   #2
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That sucks. My boss is a stickler for responding to calls, emails and text messages in a timely fashion.
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I hope this isn't negative!
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Old 10-01-2013, 08:21 PM   #3
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Those dirty dogs. I will not buy anything from them. Thanks for the heads up.
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Old 10-02-2013, 01:14 AM   #4
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That is a similar reason as to why I now own a Guru. I have a Stoker and a bunch of probes and fans, but the Stoker itself needs something repaired, but I can get NO response from them/him. Yeah, I know I'd have to pay for the repairs, but with no response, what can I do?

I wish you'd posted this about a month ago...I had a WSM adapter that I used the parts for things completely unrelated.
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Old 10-02-2013, 10:04 PM   #5
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Good to know I have several Gurus, but have thought about a Stoker ... No more, I despise poor customer service, slow and no response to email is inexcusable!
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Old 10-02-2013, 10:58 PM   #6
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Bob,

Is yours having the issue where it doesn't find the temp or blower probes ? I am now having to reset mine with every use. I will have to tske it into the office one day and try updating the software. I can't do it at home since all computers are mac.
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What is the difference between a southern zoo and a northern Zoo?
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Old 10-03-2013, 06:28 AM   #7
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Quote:
Originally Posted by cflatt View Post
Bob,

Is yours having the issue where it doesn't find the temp or blower probes ? I am now having to reset mine with every use. I will have to tske it into the office one day and try updating the software. I can't do it at home since all computers are mac.
Some times it boots up just fine, other times the display sits there with "8888888" and nothing else. Unless they just (last 6 months?) came out with a new "update" that's not it for mine. It was working perfectly for several years, then just slowly started having problems. I thought it was the power supply and borrowed one from a friend, and my supply worked great on his Stoker, and I had the same problems with his power supply.

I have BBQ Guru's Cyber-Q2, and have no problems at all (unless I forget to put a pit probe inside...)
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Old 10-03-2013, 06:25 PM   #8
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I do not know why a person cant cook bbq without all the crazy gadgets. What is up here?
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Old 10-03-2013, 06:40 PM   #9
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Quote:
Originally Posted by bigwheel View Post
I do not know why a person cant cook bbq without all the crazy gadgets. What is up here?
Most of the time I love tending the fire and letting the wsm do its thing. Sometime though life kicks in and trusting the kids to tend it....or my wife, is just out of the question. At that time it sure does come in handy.
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What is the difference between a southern zoo and a northern Zoo?
...The southern Zoo has a description of the animal and a recipe.

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Old 10-03-2013, 07:02 PM   #10
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Quote:
Originally Posted by bigwheel View Post
I do not know why a person cant cook bbq without all the crazy gadgets. What is up here?
'Cuz some of us like gadgets.
'Cuz some of us have to do other things sometimes besides sit around and drink beer.
'Cuz some of us don't like to tend a fire all day and all night.
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Stump's Smoker "Baby" (Pretty in Pink)
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