So many times we read on these pages when someone does something wrong and we want everyone to know about it. And we all need to know those things.
But I think it's at least equally if not more important to know when someone does it right!
A couple of weeks ago I started to prepare the best three racks of ribs I've ever opened. They were trimmed, rubbed and ready when I started my Rec Tec. It started fine and the smoke was quickly billowing just like always. I brushed the residue from the last cook off the grill and went inside for the ribs. But when I returned, the power was off!
Now let me first say that the grill needed cleaning. The igniter rod was covered with ash. But through the course of investigation I found that the fuse had blown. Looking at the internet, I had found out that when the fuse goes, the igniter rod needs replaced, but I didn't know that in order to use it manually, you had to unplug the igniter rod first. So, when I cleaned the grill and after a trip to town for a 5A fuse, I replaced the fuse and manually started the grill again. It's obvious now why, but the fuse blew once again.
I contacted Rec Tec service though the web site, leaving them contact info and asking why it still blew the fuse.I wondered at that time why they didn't ask for an email address but only a phone number. The reason was that they don't just send an email reply back, they call you in person!
Being a Sunday, it was the next day before I got the call, and while explaining what had happened I asked if unplugging the rod would allow me to use it manually? Ron told me that it would. And that he would be sending me a new rod and fuse that day! My grill has served me well for over a year and warranty was not even a question in my mind. I expected to have to pay for that. It was taken care of!
But and even bigger deal was that I had explained to him that there were some error codes on my grill, but I couldn't read them because some of the LEDs had burned out. He sent me a new panel too!
I paid only for shipping on all the parts!
Service like that is way beyond expectation. But when it happens, you need to know about it.
I happily endorse the Rec Tec grill and especially the service!
But I think it's at least equally if not more important to know when someone does it right!
A couple of weeks ago I started to prepare the best three racks of ribs I've ever opened. They were trimmed, rubbed and ready when I started my Rec Tec. It started fine and the smoke was quickly billowing just like always. I brushed the residue from the last cook off the grill and went inside for the ribs. But when I returned, the power was off!
Now let me first say that the grill needed cleaning. The igniter rod was covered with ash. But through the course of investigation I found that the fuse had blown. Looking at the internet, I had found out that when the fuse goes, the igniter rod needs replaced, but I didn't know that in order to use it manually, you had to unplug the igniter rod first. So, when I cleaned the grill and after a trip to town for a 5A fuse, I replaced the fuse and manually started the grill again. It's obvious now why, but the fuse blew once again.
I contacted Rec Tec service though the web site, leaving them contact info and asking why it still blew the fuse.I wondered at that time why they didn't ask for an email address but only a phone number. The reason was that they don't just send an email reply back, they call you in person!
Being a Sunday, it was the next day before I got the call, and while explaining what had happened I asked if unplugging the rod would allow me to use it manually? Ron told me that it would. And that he would be sending me a new rod and fuse that day! My grill has served me well for over a year and warranty was not even a question in my mind. I expected to have to pay for that. It was taken care of!
But and even bigger deal was that I had explained to him that there were some error codes on my grill, but I couldn't read them because some of the LEDs had burned out. He sent me a new panel too!
I paid only for shipping on all the parts!
Service like that is way beyond expectation. But when it happens, you need to know about it.
I happily endorse the Rec Tec grill and especially the service!
