New Reviewer

No service/no response

I bought a fire sense lpg fire pit from BBQ Guys, mid March of 2020. I bought it early as to not deal with out of stocks when spring came, as it looked like it would fit my decor outside. The item number is 61898, order number N2703****C and order date March 18 2020. I live in upstate NY, and obviously due to inclement weather, snow in May etc, I was not able to use the fire table until the very end of May. I followed the instructions to lite the burners per instructions that came with the unit, and the tag on the burner assembly. This unit WILL NOT LITE with the ignition System it has. I can hear the gas flowing, and can see the spark, but nothing happens. I have to lite the unit manually, which is for all intense and purposes dangerous. Yes the unit is brand new, with a newly filled propane tank! I even tried a different tank, and bled the line thinking I might have an air lock, but it wouldnt lite. I emailed BBQ Guys and chatted with Chris McLaughlin at customer service on 6/4, and he threw all kinds of what ifs at me. I told him, this is a brand new unit, with a full tank. So Chris said he would create a ticket number, and pass it up to the resolution team. I asked Chris for the ticket number, which I never got. Waited until June 14, and heard nothing back, so I emailed Chris back, and told him that I think this issue has fallen on deaf ears! He got back to me on June 18, saying Sorry its outside the time frame for our resolution center to handle this claim. And to contact the manufacturer to set up a warranty claim. Gentlemen, this is poor customer service at best! I understand that Covid-19 puts a damper on resolving issues, and I have been patient due to that fact. But come on! Couldnt Chris have told me that I needed to deal with you right away! All my emails to BBQ Guys have been ignored since June 18, however I do get constant text messages from them about buying their products, so I know they are still in business. Perhaps you should partner up with a company that actually cares about customers, because BBQGuys doesnt. So my simple question is......will someone replace the burner unit, if thats what needs to be done? Or is there something else that needs adjustment? Please help! I am frankly at wits end here, and all the people we entertain love the unit, but question why I have to lite it manually? Regards, Greg Felice

User's recommendation: Do not buy anything from them or their parent company.

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