PLEASE HELP! - Quality Issues, Grill not Heating, Terrible (ZERO) Customer Support!

SANole

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Timberline 1300
I was extremely excited to purchase the Timberline 1300 but it's become a nightmare! I've been able to get through most of the issues by trial and error but finally hit a snag I can't recover from. First of all, the WiFi is extremely frustrating. It doesn't connect no matter how many times I've tried (and I try every time I fire the grill up).
I vacuum out the grill every other smoke just to keep things clean and do a deeper cleaning every 3rd or 4th smoke depending on what it is and how long it's run. However, even with warmer temps, 2/3 of the time I fire it up the grill never starts properly. I have to shut it down, go through the 15 min cycle, power it off, and then try it again. This happens with 2 our of every 3 cooks I do on this thing and usually I can get it fired up on the second try. Unfortunately, yesterday (and again today) I couldn't get it to fire up at all...the Hot Rod isn't getting hot. This is frustrating since the grill is only 6 months old but I do use it 2x per week. What's even more frustrating is that when I call in for support it's a 50-55 min wait. They give me the option of keeping my place in line and getting a call back so I take it. Nothing...no call back...this was at 4 PM yesterday and almost 24 hours later I STILL haven't received a call back. Last night I DM Traeger Support on Twitter and, while upset that no one called back yesterday as they were supposed to, I was excited to get a response.
They asked for my name and phone number and would have someone reach out. That was at 9:56 AM. Never heard from anyone. Called back again...nothing. Messaged them back on Twitter at 1:30 PM...nothing. So far, I've heard nothing from Traeger! No support, I have a grill that is only 6 months old and doesn't work, and frustrated with the lack of response from them. What else do I need to do to get your attention Traeger??!!!
I understand the guidelines mention to avoid writing about customer service but I've already reached out...SEVERAL TIMES!!! I am at a loss for how else to get help and support. This experience has made me regret ever purchasing a Traeger and have buyer's remorse over a $2000 grill that doesn't work or have support.

Anyone with advice on how to get Traeger to call me back and fix their darn product or refund me? I have no clue where/how to escalate!
 

dsmero

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Apr 20, 2020
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102
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Location
FL
Grill
Ironwood 650
I was extremely excited to purchase the Timberline 1300 but it's become a nightmare! I've been able to get through most of the issues by trial and error but finally hit a snag I can't recover from. First of all, the WiFi is extremely frustrating. It doesn't connect no matter how many times I've tried (and I try every time I fire the grill up).
I vacuum out the grill every other smoke just to keep things clean and do a deeper cleaning every 3rd or 4th smoke depending on what it is and how long it's run. However, even with warmer temps, 2/3 of the time I fire it up the grill never starts properly. I have to shut it down, go through the 15 min cycle, power it off, and then try it again. This happens with 2 our of every 3 cooks I do on this thing and usually I can get it fired up on the second try. Unfortunately, yesterday (and again today) I couldn't get it to fire up at all...the Hot Rod isn't getting hot. This is frustrating since the grill is only 6 months old but I do use it 2x per week. What's even more frustrating is that when I call in for support it's a 50-55 min wait. They give me the option of keeping my place in line and getting a call back so I take it. Nothing...no call back...this was at 4 PM yesterday and almost 24 hours later I STILL haven't received a call back. Last night I DM Traeger Support on Twitter and, while upset that no one called back yesterday as they were supposed to, I was excited to get a response.
They asked for my name and phone number and would have someone reach out. That was at 9:56 AM. Never heard from anyone. Called back again...nothing. Messaged them back on Twitter at 1:30 PM...nothing. So far, I've heard nothing from Traeger! No support, I have a grill that is only 6 months old and doesn't work, and frustrated with the lack of response from them. What else do I need to do to get your attention Traeger??!!!
I understand the guidelines mention to avoid writing about customer service but I've already reached out...SEVERAL TIMES!!! I am at a loss for how else to get help and support. This experience has made me regret ever purchasing a Traeger and have buyer's remorse over a $2000 grill that doesn't work or have support.

Anyone with advice on how to get Traeger to call me back and fix their darn product or refund me? I have no clue where/how to escalate!

Some with issues on here with a new grill have had luck with where they purchased. Authorized dealers have direct contact with a Traeger rep and can apply pressure for a faster resolution. Sucks you're having problems with a top of the line model.
 
OP
OP
S

SANole

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Joined
May 29, 2020
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Location
OKC
Grill
Timberline 1300
Some with issues on here with a new grill have had luck with where they purchased. Authorized dealers have direct contact with a Traeger rep and can apply pressure for a faster resolution. Sucks you're having problems with a top of the line model.
Thanks for the reply! Unfortunately I bought directly from Traeger :(. I finally got ahold of them after 2 days and it looks like an issue with the controller (after only 6 months). Been on with them for 1.5 hours mostly waiting for a supervisor or manager because they told me it'd be a week before I could get the replacement part. A week of not being able to use the darn thing seems ridiculous to me.
 

dsmero

Active member
Joined
Apr 20, 2020
Messages
102
Reaction score
38
Points
28
Location
FL
Grill
Ironwood 650
Thanks for the reply! Unfortunately I bought directly from Traeger :(. I finally got ahold of them after 2 days and it looks like an issue with the controller (after only 6 months). Been on with them for 1.5 hours mostly waiting for a supervisor or manager because they told me it'd be a week before I could get the replacement part. A week of not being able to use the darn thing seems ridiculous to me.

Yeah I wouldn't be satisfied with that wait time either. I had a bad meat probe from day one, opened a ticket and they sent the ambient probe. AfterI got ahold of them, they sent the right probe but used USPS parcel select again so another 2 weeks. Traeger needs to send parts overnight or 2 day shipping. Between the wait and wasting time calling/emailing, I would ask them "what they can do to make it right". Some free pellets, sauces and rubs would soften the blow a little. If only Traeger would invest as much into customer service as they do their Marketing and Social Media, they would have perfect product and brand.
 
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