No call back

Phil1454

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Torrance, California
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Timberline 850
I called Treager this morning at 8:00 for technical problems. The recording said the wait time was 1 to 2 hours but if you didn't want to wait they would call you back on the number you called them on. It's now 3:45 and no call yet. I've heard other people say they didn't get called back either. Not good customer service
 

Luvie

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Houston
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Pro 575
Thought I'd bump this. to the top. I have a brand new 575 pro that I'm having issues with and I called last week and got no call back and called again Mondaay and got no call back. I found the support@traegergrills.com on here yesterday (couldn't find any email listed on their website) and emailed them and still haven't gotten a response. Perhaps they're understaffed due to the coronavirus but is this typical customer service with Traeger?
 

Jmthornt

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Texas
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Pro 575
I called Treager this morning at 8:00 for technical problems. The recording said the wait time was 1 to 2 hours but if you didn't want to wait they would call you back on the number you called them on. It's now 3:45 and no call yet. I've heard other people say they didn't get called back either. Not good customer service
I haven’t tried the email. Question I had I figured out. Twice called and put on virtual hold. Never called back. So I’m with you. Lacking, at least in them at regard. Curious to how others have experienced going the email route?
 

dsmero

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FL
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Ironwood 650
I've used their email support to replace a damaged meat probe. It was slow (a couple days) but beats sitting on hold for a non-critical issue.
 

rlaverda

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Oregon
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Pro 575
I called twice 2 weeks ago. Got a call back and the other time waited until someone picked up. Have emailed this week with no response. When I did talk to someone he said they are working from home and are overwhelmed with calls. All I want is the current firmware upgrade for the pro 575. He wasn't able to tell me when I'll get it even though is has been out since March.
 

dsmero

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Ironwood 650
I called twice 2 weeks ago. Got a call back and the other time waited until someone picked up. Have emailed this week with no response. When I did talk to someone he said they are working from home and are overwhelmed with calls. All I want is the current firmware upgrade for the pro 575. He wasn't able to tell me when I'll get it even though is has been out since March.
I'm in a similar boat as you. I noticed my firmware and config are outdated a couple versions. No other issues so I emailed them yesterday but not response yet.
 

Luvie

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Houston
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Pro 575
I called twice 2 weeks ago. Got a call back and the other time waited until someone picked up. Have emailed this week with no response. When I did talk to someone he said they are working from home and are overwhelmed with calls. All I want is the current firmware upgrade for the pro 575. He wasn't able to tell me when I'll get it even though is has been out since March.
Same with me although my grill seems to cook at a lower temp that it is set at and displays. I've verified it with 2 thermometers. I have to set the grill at 410 to 350; 310 to get 275, 250 to get 225. I'm hoping the firmware update will correct it.
 

rlaverda

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Oregon
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Pro 575
yes, I have had the same experience. A whole chicken smoked at 265 (using Traeger recipe from their app) should have taken 3 hours tops - it took 6 and still wasn't done. I am also hoping the upgrade will fix this. We shouldn't have to go through hoops to get it to work!
 

Bruce N

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NEW JERSEY
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Pro 780
I can say, I have never had any issues with customer service returning my calls in the two years I have owned their smokers. Maybe short staffed as of now, but my last time, just last week, they got back to me ASAP.
 

Gary

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Pro 575
I as well have had no issues. Phone response and email response. They are working from home and all across the nation and Canada.
 

svendahl

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Highlands Ranch, CO
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Eastwood 22
I can say, I have never had any issues with customer service returning my calls in the two years I have owned their smokers. Maybe short staffed as of now, but my last time, just last week, they got back to me ASAP.
This is no excuse. Traeger needs to figure this out. Multiple calls and emails....NO RESPONSE.
 

dunawayfamily

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King County, WA State, US
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PRO 780
For those of you wanting the "new" Firmware / Config data to support 500 degrees - there are a LOT of us in that same "update jail" awaiting resolution ... They've released updates in January and March, with another expected in May ... The pending May Update should address the KNOWN ISSUE for those Grill owners who are unable to get WiFIRE to upgrade to the latest Firmware / Config versions - so you may need to be patient and wait for that release to go live ... and at present, updates can only be PUSHed down from the Traeger Cloud, so you cannot invoke it manually ... at some point, the Traeger App will support PULL updates so you can control if/when the update(s) are installed ...
 

Mikes1971

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San Jose, California
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Pro Series 22
I'm having similar issues. I having problems with my pro 22. I called a coupe weeks ago and actually got a call back. After some discussion the rep emailed me some troubleshooting instructions. I followed them then answered the email. About a week later they followed up asking when and where I bought my Traeger. I immediately answered back. I got no response. I followed up asking what the next steps, still no response. Followed up again. And still no response.

I don't trust using my Traeger with the issue's it's having. So now I have a 7 month, $700 grill collecting dust on my patio.
 

Gary

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Call again and email them!! Don't give up its a great grill and they are like everyone are working from home.
 

svendahl

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Call again and email them!! Don't give up its a great grill and they are like everyone are working from home.
And....what is your point? Many other companies are working from home and they seem to be able to handle calls to customer support. Luckily I purchased my grill on the Home Depot credit card and it looks like I can return within one year. So, I am seriously considering this option.
 

Gary

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Frankly I could care less!!
Do what you want to to do!
Cook under a rock!!
What a Bitch!
 

Bruce N

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Pro 780
Not really - just expecting a decent level of customer service and this is by far the worst observed in a long time.
Maybe you are being such a pain in the ass, they are ignoring you. You seem to be the only one who has a problem. Just chill the hell out. Looks like you are from Colorado, smoke a joint, or light a bowl, and relax.
 

rlaverda

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Pro 575
Maybe you are being such a pain in the ass, they are ignoring you. You seem to be the only one who has a problem. Just chill the hell out. Looks like you are from Colorado, smoke a joint, or light a bowl, and relax.
No need to be nasty this isn't helpful. There are a lot of people here, on Reddit and Facebook complaining (even on the Traeger live cooking demos). I emailed scs@traegergrills.com, got a response that they would help & then nothing. Then got an email from someone at clearsourcebpo.com asking for my uuid and then no response. It is frustrating because I can't use my grill in the way that it's intended. I can't return it, so I'm stuck.
 

Gary

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Every phone call returned! Every email had a response, they have spent over an hour and a half working with me over several days. Turns out I need a new controller and guess what I got a new controller. Try being nice and understand these people are not in their normal places so they have to do the best they can. Will all the people at home they are inundated with calls and emails. Just not the USA but worldwide.
Some of the finest customer service i have ever had. And yes I'm in my late 60's so not my first rodeo dealing with customer service folks.
Good Luck it will happen. It's a great grill and company.
 
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