My story about Bradley customer service

[Sailor]

I have read so many threads of Bradley users experiencing great customer service.  I never thought that I would ever need any customer service.  But I did and I have to admit that Brian went out of his way to make me a happy camper being that my 4 rack is way out of warranty.

Here's my story.  I use my Bradley 4 rack mostly for smoking sausage, sticks and nuts with some cheese thrown in now and then.  I do a few Butts and Briskets as well.  Normally I never had a problem with grease dripping and coming out of the smoke generator, however there were a few times that I got lots and lots of grease coming out the generator and tripping all over my patio table.  This would happen only when I would smoke a Butt or Brisket and it would not happen every time.  I would have grease in the pan but could not figure out why I was getting grease in the SG.  As I say this would only happen when I would do a Butt or Brisket and it would not happen every time.  After the smoke I would wash the V-Tray and would forget to look at it to see if I could see anything wrong.  I would go back to smoking nuts, sausage and sticks and would forget all about the grease thing. 

Well this last weekend I did a Butt and I had grease all over the patio table and the puck saver rings were full of grease.  WTF is going on.  I cleaned the V-tray and I see a very small pinhole right next to the side of V-Tray and the bottom of the V-Tray.  Grease was dripping through the pinhole and dropping on the puck ramp leading to the puck burner.  My Bradley is just a bit off level setting on the slope of the patio and drains to the SG end.  The reason that I was not getting the grease dripping all the time is that when I put the clean V-Tray back I guess I got the pinhole end on the other side and the grease ran away from that end.  It was a luck of the draw that I went so long without getting grease every time.  Kinda like flipping a coin.

I wrote to Brian about my problem and he said that normally this would not have been covered because I was out of warranty but there was a possibility that I could have a fire and he did not want that to happen.  So he is sending me a new V-Tray !!!!!!

Guys and Gals please check your V-Tray to make sure that you don't have a hole where one is not supposed to be.  I had to hold the tray up to a light to be able to see it.  Once I saw it then it was very easy to spot again.  I think that when they spot welded the sides a hole was burned in the bottom.

Again I want to thank Bradley and a big thank you to Brian for going above and beyond the call of duty to make a customer very happy.

This is looking at the outside bottom of the V-Tray and showing the pinhole in the light.


Inside the V-tray bottom and the location of the pinhole


Another view of the pinhole

[muebe]

Good you got I figured out Sailor ;)

Wonder what caused the pinhole?

[mikecorn.1]

Nice score! Good that you wont have to worry about that anymore.

[Tenpoint5]

Just another example of how Bradley takes care of the consumers. Glad you didn't have any fires before you caught it Sailer

[KyNola]

Yep, that's the way Brian rolls.

Don't ask me how I know. ;)

[SamuelG]

Outstanding Service! I had to make a call and they are GREAT!!!

[dman4505]

Here's a tip of the hat and raising of the glass to toast Brian and the customer service folks at Bradley. They are top notch people and go above and beyond to keep customers happy.

Don

[Smoker John]

Glad to hear you & Bradley solved your issue

[Up In Smoke]

Yep, that's the way Brian rolls.

Don't ask me how I know. ;)

X2  ;)

[beefmann]

While I have never needed Bradley customer service it is great as shown above and they stand behind  there product.,....Good going bradley and brian

[Sam3]

Always nice to hear about good customer service.

[iceman]

Even back in the Chez Bubba days  ::)  ;D ( he was the Bradley "pusher man")  8) Bradley (and Chez) were great to deal with. Always has been, is now, and most likely always will be.  ;)