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Unread 03-01-2007, 03:26 PM   #1
gzac83
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Default Need Help with extra Bandera grills-Beware

Help!!!

I followed the advice on ordering extra 15-1/4" by 16" Bandera porcelain grills from the file section of this forum.

CharBroil Phone No. 1-800-241-7548
CharBroil Part No.: 40022810
CharBroil Bandera Model No: 03205610


I ordered 3 sets, comes 2 to a set for a total of 6 grills.
Price I paid for 3 sets: $19.99/set, plus $9.75 shipping: Total $69.72.

They came today, six days after ordering, so far so good. Opened up the box, and only four grills were inside, yet the packing slip noted a Quantity of 3 and they charged me for 3 sets (six grills), but only sent 2 sets (4 grills). Then I checked the fit, and they would not fit inside the smoke box; they are too wide. The grills that they sent to me were all the same size (15-3/4" by 16-3/4") and were 1/2" wider and 3/4" longer than the grills that came with my smoker. I bought my smoker at Home Depot less than 1 month ago on 2/3/07. The four grills that came with my new smoker measure 15-3/8" by 16".

Thank goodness for my telephone headset, because I spent (no joke) 63.5 minutes on the phone, mostly on hold explaining and re-explaining this to the CharBroiled customer service guy. After an hour, he said they wanted me to send them photographs proving my complaint and that they would send out a return label for the return, but I would be responsible for the shipping.................

I was BOILING by then. Through clinched teeth, I asked to speak to the supervisor and had to go over it all again. I could'nt believe their audacity, spend over an hour and they think I am lying to them. So after some considerate thought I told them I would be happy to send pictures. I politely told the supervisor that their "customer service was pathetic, for them to make someone stay on the phone for that length of time, that pardon me for saying so but they were being knuckleheads about this".
"What is so difficult about understanding that their grills were too big for my smoker and I need smaller ones"?

Anyway enough rant. I don't know yet if they are going to be able to provide me with grills that will be able to fit my Bandera or not. If not, I may need some advice on alternatives. Enclosed are the pics I sent to CharBroiled. Oh, before I forget, my grates are on the left, and be sure to note the genuine chinese packing material.

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Last edited by gzac83; 03-01-2007 at 03:51 PM..
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Unread 03-01-2007, 03:36 PM   #2
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I think I'd be a bit bent too!

And man, that newspaper says it all... Were the folks you talked to English speakers, at least?
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Unread 03-01-2007, 03:39 PM   #3
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if it comes down to it, I made additional shelves out of expanded steel and 3/8 inch channel. A welding shop would make them probably for less than you paid for the charbroil ones.
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Unread 03-01-2007, 03:45 PM   #4
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Yes, the guys spoke English and were surprisingly, right here in the US.

Regarding expanded metal, call me picky, but I want uniformity, please.
I don't want to use expanded steel. It causes funny branding lines on the finished products.
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Unread 03-01-2007, 03:51 PM   #5
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This does not make any sense whatsoever.
It will be interesting to see where it goes.

Good luck.

TIM
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Unread 03-01-2007, 03:56 PM   #6
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They are very easy to cut.

Save yourself the further headache and cut them to size. I used a metal blade in my sawsall to cut mine. You could do it with a hacksaw if you had to.

Of course that doesn't solve the issue of them not sending enough grills... they should just send out what was left over from your order. You can cut those too if yo have to.

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Unread 03-01-2007, 04:06 PM   #7
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Send them all back for a refund and do what BBQchef33 said
Quote:
if it comes down to it, I made additional shelves out of expanded steel and 3/8 inch channel. A welding shop would make them probably for less than you paid for the charbroil ones.
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Unread 03-01-2007, 04:08 PM   #8
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Quote:
Originally Posted by Blutch
They are very easy to cut.

Save yourself the further headache and cut them to size. I used a metal blade in my sawsall to cut mine. You could do it with a hacksaw if you had to.

Of course that doesn't solve the issue of them not sending enough grills... they should just send out what was left over from your order. You can cut those too if yo have to.

B
Or a bolt cutter would work fine too.

[edit]
Oops. That would only work in one direction. Almost missed that they were long in both directions.
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Unread 03-01-2007, 04:09 PM   #9
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Yes, Blutch, I had already thought about that......

And again, call me picky, but if cut to fit my smoker, the bars will have to be oriented perpendicular the the bars of the grills that came with my smoker. Then for the rest of my life, when loading and unloading I have to stop and think, test, try and retry to fit those things in the smoker. I don't want to have to mess with it. I want them to be oriented all the same, I already have plenty of thins to worry about.
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Unread 03-01-2007, 10:04 PM   #10
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I gave up on Char-Broil! You have way more patience than I have. The Website sucks, the parts link sends you to Grill Lovers.com and and it sucks worse! I've never been able to speak to a CS person, always on hold. Send them back! I know that feeling when you just settle for it to avoid the hassle and end up regretting it every time you use it!
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Unread 03-01-2007, 10:51 PM   #11
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Question

Thanks for the comments. They are definetely going back.

I will find something and make it work after more Bandera modifications.

I can't argue with the smoking results. See picture.

Does anyone have a left-handed Brinkman SKD that has similar grills?

If so what are their measurements?

I tried Brinkman's customer service and they had no idea, referred me to their engineering department; had to leave a message. I won't hold my breath for a return call.
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File Type: jpg IMG_4501.JPG (64.4 KB, 228 views)
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Unread 03-02-2007, 12:32 AM   #12
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What? No fatties thrown in there?

Looks like good grub!! A chicken is about the only thing I haven't done in the 'dera yet.

I'm feeling another cook coming on.

Thanks for the advise on the grates. I was thinking about ordering 2 more for mine, not so sure now.
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Unread 03-02-2007, 01:53 PM   #13
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Does anyone have a left-handed Brinkman SKD that has similar grills?

If so what are their measurements?


Looks like 15 1/2" by 16"
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Unread 03-02-2007, 09:02 PM   #14
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I'll measure mine tomorrow and get bck to you on it. I can't remember exactly but I think I actually ordered my replacement grills from Grill Lovers and they fit fine in my SKD. I may have ordered them from Brinkman though. It's been awhile.
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Unread 03-03-2007, 08:06 PM   #15
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Would someone measure their Brinkman SKD grills for me?

15 1/2" by 16" would work in my Bandera.
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