Recteq Customer Service - Above and Beyond

craigp

Member
Messages
15
Grill(s) owned
  1. RT-1250
After owning a 22” Traeger for over 5 years, I decided to add a second pellet grill. I ended up purchasing a Recteq RT-1250. It arrived in late May of this year. Less than a month later, we were hit with what is known as a straight line wind event. We basically had 80-90 MPH winds for about 10 minutes. The wind lifted my patio cover, which landed on top of my new Recteq. Even though my grill sustained damage, it wasn’t completely destroyed like I thought it would be. Two of the wheels were destroyed, the lid was bent and one corner of the barrel was creased. Even though it was new, my insurance adjuster depreciated it by 50%. 😡

I am a member of a another BBQ forum, where I posted photos of my damaged patio and Recteq. I was quite impressed that it held up the weight of my patio cover without being totally destroyed. A Recteq exec saw my post and reached out to me. They offered to send me a brand new RT-1250 free of charge. They also offered to send me replacement parts for my damaged grill, if I donated it to charity.

I received my new grill two weeks later, along with the parts for the damaged grill. My son & I repaired the grill as well as we could and delivered to a family in need.

I’ll be a Recteq owner for life!

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Greg Jones

Premium Member!
Premium Member
Messages
2,055
Location
Berea, Kentucky
Grill(s) owned
  1. Bull
  2. Trailblazer
  3. Bullseye
  4. Matador
  5. WyldSide
I’ll be a Recteq owner for life!
Nice! Glad to hear that recteq stepped up and went above and beyond. Note that not all here are appreciative of their generosity, so don’t be surprised if Others like @JimB here have snarky comments about storm damage and recteq’s willingness to cover it.
 

Jim6820

The Crazy Ol’ Basque!
Premium Member
Military Veteran
Messages
708
Location
Northwest corner of Washington state.
Grill(s) owned
  1. Trailblazer
Nice! Glad to hear that recteq stepped up and went above and beyond. Note that not all here are appreciative of their generosity, so don’t be surprised if Others like @JimB here have snarky comments about storm damage and recteq’s willingness to cover it.
Note that Recteq reached out to the OP; he did not request assistance. That makes a big difference, as does how people interact with the company. While I’ve had a few issues with RT products (especially, the app), I have always had good results from their customer service people.

Good for RT on how they handled this situation; they were certainly not obligated to do so. And, good for RT for monitoring some of the forums where they’re products are discussed, used, etc. The company has built some genuine goodwill with its actions in this case.
 

Greg Jones

Premium Member!
Premium Member
Messages
2,055
Location
Berea, Kentucky
Grill(s) owned
  1. Bull
  2. Trailblazer
  3. Bullseye
  4. Matador
  5. WyldSide
Note that Recteq reached out to the OP; he did not request assistance. That makes a big difference, as does how people interact with the company. While I’ve had a few issues with RT products (especially, the app), I have always had good results from their customer service people.
Note that I never asked recteq for assistance to get anything discounted, or free. I asked for what was the necessary next step for me to get the grill repaired. The fact that recteq came back with an offer to comp the repair was on them-not anything I requested. I never expected that recteq should cover the repair. I fail to see the difference in the response from recteq, other than I reached out to them directly rather than posting the incident on a forum.
 

Jim6820

The Crazy Ol’ Basque!
Premium Member
Military Veteran
Messages
708
Location
Northwest corner of Washington state.
Grill(s) owned
  1. Trailblazer
Note that I never asked recteq for assistance to get anything discounted, or free. I asked for what was the necessary next step for me to get the grill repaired. The fact that recteq came back with an offer to comp the repair was on them-not anything I requested. I never expected that recteq should cover the repair. I fail to see the difference in the response from recteq, other than I reached out to them directly rather than posting the incident on a forum.
@Greg Jones, I didn’t mean to imply that you or anyone else did anything wrong by asking RT customer support for assistance in your situations. My comment was simply meant to recognize that RT reads forum posts and, in this case reached out BEFORE the OP had a chance to contact them. Nothing more was meant or implied.
 

Greg Jones

Premium Member!
Premium Member
Messages
2,055
Location
Berea, Kentucky
Grill(s) owned
  1. Bull
  2. Trailblazer
  3. Bullseye
  4. Matador
  5. WyldSide
My comment was to point that there are ‘members’ (example linked above) here that will gaslight posts from those of us that have had a positive experience with recteq customer service, even when it went above and beyond what should/could be expected of recteq. Those ‘members’ still visit here on a regular basis, even when they are not posting, and ony chose to post when it stirs the pot.
 

sdynak

Well-known member
Messages
2,880
Grill(s) owned
  1. Bull
  2. Matador
Wow! That really is an incredible story. You were made whole and someone in need got a little lift in their life. All without contacting them even. Amazing.. @Greg Jones story is pretty awesome as well. We all need a smile once in a while. It's why "paying it forward" goes a long way.
 

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