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View Full Version : BBQ Guru CyberQ - BEWARE!


Jjcolo
10-08-2015, 02:20 PM
I bought a CyberQ and the Viper for my Backwoods Competitor 4 months ago and it broke in a competition 2 weeks ago. I sent it back and they told me it had extensive water damage. Friday and Saturday it was sunny and 80 degrees. It broke on Saturday during the ribs competition (St. Louis BBQ Bash in Wildwood). Regardless, I keep it in a waterproof container that I built (see pictures). I argued that this was impossible and all they kept saying is that it had extensive water damage. Caveat Emptor, I am at their mercy, give up and not pay them $85 to fix it or just throw away the $400 I spent on the CyberQ.

1.) Their customer service is bad! What happened to the customer is always right?
2.) They told me that this happens all the time and customers don't realize how easy these can get wet and ruined. Are you kidding me?? A device designed to work outside for BBQing is so sensitive that this will happen all the time? I even took the extra step to water-proof it.

I think this is how they keep revenue coming in. At any rate, be careful, I felt helpless and as if I was not telling the truth.

PitStop BBQ, St. Louis

bvbull200
10-08-2015, 02:32 PM
1.) Their customer service is bad! What happened to the customer is always right?


I hope that you and the BBQ Guru folks are able to come to a reasonable solution, I really do. That said, please don't have this "customer is always right" attitude, either. It tends to make for pretty unreasonable customers.

Good luck getting it worked out.

At the end of the day, you may find yourself paying the $85 to fix it, then selling it for what you can and eating the loss. It isn't much of a solution, but you might have to be the martyr in this case and make others aware of your experience.

PatAttack
10-08-2015, 02:32 PM
Now that is a load of BS!

Bad BBQ Guru...really bad!

Guess when it comes time for me to purchase something like this, I'll look elsewhere.

PatAttack
10-08-2015, 02:35 PM
I hope that you and the BBQ Guru folks are able to come to a reasonable solution, I really do. That said, please don't have this "customer is always right" attitude, either. It tends to make for pretty unreasonable customers.

Good luck getting it worked out.

At the end of the day, you may find yourself paying the $85 to fix it, then selling it for what you can and eating the loss. It isn't much of a solution, but you might have to be the martyr in this case and make others aware of your experience.

Really?

Remind me not to buy anything from you!:laugh:

Fwismoker
10-08-2015, 02:35 PM
Did some competition maybe have a chance to sabotage you?

Blanton
10-08-2015, 02:43 PM
When it's sunny and 80, I don't bother putting mine in a waterproof container. Just sayin...

yakdung
10-08-2015, 02:45 PM
Humidity possibly? I would place desiccant inside the air tight box in the future. I avoided that model due to it being riddled with software bugs when it was initially released. I went the the DX2 instead. I personally would not pay the extra cost to have it repaired, since these gadgets are high priced to begin with IMHO. Good luck.

ssv3
10-08-2015, 02:46 PM
Could it have been humidity?? I know I've damaged a phone due to humidity and the moisture indicator on the phone clearly showed it. I took it apart and it looked like hell sure enough.

I'd pay the $85 to get it fixed. First time hearing bad service from BBQ Guru.

landarc
10-08-2015, 02:47 PM
Sadly, I no longer believe in the customer/client is always right either. Too many bad experiences over the years. However, I do know, that a angry or disappointed client can be bad for business and would try to at least make some accommodation.

I wonder if there was some condensation damage or something that could have happened unknowingly. It is too bad they are not more water-proof, but, I suppose that would add cost

PatAttack
10-08-2015, 02:56 PM
The more I think about it, it could have been condensation or humidity inside the box...maybe.

Fwismoker
10-08-2015, 03:02 PM
Not taking sides but I can't imagine the # of calls they must take dealing with electronic controllers that go outside on BBQ equipment. There's gotta be a TON of issues with moisture and heat both.

pjtexas1
10-08-2015, 03:02 PM
sounds like they could have designed it better knowing that it will be outside when in use. i also think they could have done some kind of discount with the agreement that the next time it would be full price. that would at least given you a better feeling than thinking they were calling you dishonest.

should have went like this....
"sorry to hear your device quit working. we show extensive water damage and since you don't recall it getting wet we will knock the charge down from $85 to $50 to cover parts but the next time it happens we will have to charge you the full price of the repair. since this happens quite often we recommend always keeping it covered when outside."

This would have been much better than just assuming you were not telling the truth or omitting something. I know there are people that will flat out lie to get something fixed but you just cannot assume that everyone is dishonest.

ButtBurner
10-08-2015, 03:11 PM
why is it all wrapped up in bubble wrap?

Untraceable
10-08-2015, 03:12 PM
I will not beware. I love them. My cyberQ has survived some pretty ridiculous stuff with just a baggie over it.

in fact, I once was camping and just left it on the ground running my camping kettle/wsm and it rained while I was "Taking a nap". Was all kinds of messed up, took it apart and into a bag of rice for a week and 6 days later it worked perfectly allowing us to advance past the local at Sams

The same CyberQ froze up on me at Fire on Ice this winter in the negative double digits in the morning. borrowed a spare guru from a friend to get through the morning. after it unthawed, it worked perfectly all season for us this year.

I do now carry a spare cyberQ, but its getting so ridiculous what this one has been through, that Im letting it roll. Till the death baby!

yakdung
10-08-2015, 03:18 PM
sounds like they could have designed it better knowing that it will be outside when in use. i also think they could have done some kind of discount with the agreement that the next time it would be full price. that would at least given you a better feeling than thinking they were calling you dishonest.

should have went like this....
"sorry to hear your device quit working. we show extensive water damage and since you don't recall it getting wet we will knock the charge down from $85 to $50 to cover parts but the next time it happens we will have to charge you the full price of the repair. since this happens quite often we recommend always keeping it covered when outside."

This would have been much better than just assuming you were not telling the truth or omitting something. I know there are people that will flat out lie to get something fixed but you just cannot assume that everyone is dishonest.

I could not agree more. For the price they charge for that model, it should work underwater.

bvbull200
10-08-2015, 03:21 PM
Really?

Remind me not to buy anything from you!:laugh:

Yes, really. The customer deserves to be happy so long as the solution to make them happy is reasonable. The OP's expectation of a little more understanding from the manufacturer and a one-time reduction in repair seems like it could be reasonable enough.

In my younger days, I spent plenty of time dealing with customers; enough to know that they aren't always right and a little bit of the humility that explains that we are all flawed human beings goes a long way. I'll work with you, as I want the customer to be happy just as much as they want to be happy themselves, let's just leave the "I'm right because I'm the customer" shtick at the door.

Leftwngr
10-08-2015, 03:30 PM
electronics and bbq... bad things are bound to happen. Moisture and heat are good friends to cooking but are just awful when it comes to electronic knick knacks.

Sorry to hear about the issue and I really hope a happy solution is reached.

yakdung
10-08-2015, 03:49 PM
Yes, really. The customer deserves to be happy so long as the solution to make them happy is reasonable. The OP's expectation of a little more understanding from the manufacturer and a one-time reduction in repair seems like it could be reasonable enough.

In my younger days, I spent plenty of time dealing with customers; enough to know that they aren't always right and a little bit of the humility that explains that we are all flawed human beings goes a long way. I'll work with you, as I want the customer to be happy just as much as they want to be happy themselves, let's just leave the "I'm right because I'm the customer" shtick at the door.

I remember purchasing a car many years ago, and the dealer really screwed up the order. All the explaining in the world could not convince this idiot salesman of their error. When I was proved to be correct, I mentioned to the salesman "I thought the customer was always right". His response "only in the hamburger business".

bvbull200
10-08-2015, 03:54 PM
Never said the salesperson/business is always right, either.

:ohwell:

yakdung
10-08-2015, 04:10 PM
Never said the salesperson/business is always right, either.

:ohwell:

I know not a reflection on you, just one of my stupid stories I thought I would share.

Bebe
10-08-2015, 04:14 PM
I sent it back and they told me it had extensive water damage.
well, i had a bad probe, DOA, never used... I received the same reply. I was lucky it was just a probe.
Don't get me wrong, i like the guru, but it looks like they have "i don't GARA, we got your money already so get lost" kinda attitude...

yakdung
10-08-2015, 04:22 PM
well, i had a bad probe, DOA, never used... I received the same reply. I was lucky it was just a probe.
Don't get me wrong, i like the guru, but it looks like they have "i don't GARA, we got your money already so get lost" kinda attitude...

I don't know the history of this company, but I get the feeling and impression that the present day folks running this outfit, did not build the company. If they were smart, they would try and build the customer base and protect the brand name.

16Adams
10-08-2015, 04:33 PM
Interesting. Many companies abandoned the "customer is always right" mantra decades ago. Their first commitment is to their employees and by transference these happy employees loaded with job security and integrity make it to the customer. If anyone is interested Google "customer is always right". Try writing a complaint to Southwest Airlines- you'll most like get a "we'll miss you -fly somebody else" response. Hand signed.

I've got no reason to think you are other than right, and I wish you well. But the CIAR- gone

qman
10-08-2015, 04:54 PM
The philosophy I always taught to my employees when I was in business was that the customer might not always be right, but he was always our customer, and we wanted to keep it that way. So we always went as far as we could to mitigate a situation. There are times when nothing works. I have "fired" customers before.

Yendor
10-08-2015, 04:54 PM
As a Customer Service manager, in my experience the customer may be right. Regardless, how do we get past this issue. If they are seeing this issue constantly what are they doing to improve their product? They don't know the environment you have kept it in, how you have treated it, none of that. Heck, as far as they are concerned you may have been washing dishes and knocked it into the sink.

I've been flat out lied to by customers, in my business that irks me. So I don't blame their customer service for being defensive.

They should be fixing their issue for all their customers though, conformal coating isn't that expensive.

PiraSea
10-08-2015, 08:07 PM
Thats surprising to hear. A little while back I knocked mine off the table and the screen came loose inside the unit, I shot them an email and they said to send it back to them and they fixed it free of charge all I paid for was shipping.

grantw
10-08-2015, 08:19 PM
I have 3 guru controllers , the wifi, dx2, and the battery partyq, they are solid, I don't run them as sealed as you do I'm guessing you got condensation from it being so sealed up. I run an upside down ziplock bad on mine never had an issue with any of them, it's the same with cell phones, or any other portable electronics, they just know it's wet not how it got that way. I work at a car dealer and the customer is always right there it sickening, we pay for some very stupid stuff it's insane I don't know how they do it

North Is Up
10-08-2015, 08:59 PM
I think the $85 is for a replacement card. The card is a bunch of ICs and connectors only. Absolutely no wires to come loose when you open the case and swap the card. It's an amazingly engineered device when you see it without the case.

I have had two customer service calls in my 3+ year CyberQ Wifi experience. The first time it had to be replaced within 6 months due to an early death not caused by water. They sent me a new unit AND paid for the old unit to go back, as you would expect for a relatively new unit. They threw in a full set of probes for free. The second time it had been accidentally dropped in the kitchen at the 3-year point of ownership. It was dead and didn't read the probes. They gave me a similar deal as the OP to upgrade to a new one that had a better/newer/longer range "N" Wi-fi chip. I'm completely satisfied with my experiences with them.
This is not an answer to the OP about their particular issues. Just a statement that for me, I have only good things to say about the company.

bam
10-08-2015, 09:23 PM
I hope you get this worked out. My dealing with the guru people has been top notch. Going to get another wifi unit this week.

arclite
10-08-2015, 11:47 PM
I originally bought a PartyQ from a dealer and not direct. The unit arrived DOA. The dealer not only bent over backwards on the return, but offered a deep discount on a DX model, as the PartyQ was out of stock.

It doesn't help the OP, but for future buyers - there are benefits when buying from a dealer.

Wolverine
10-09-2015, 04:08 AM
In the end the Guru is just a teaching tool, i have a dx and a PQ, used them until i figured out my cookers then did not use them at all. now i dont need them even in dead of winter, and thats -18 for a high. I understand the need for some to have set and forget at comps or home and they do come in handy however if you rely on anything other than yourself then your under estamating your own man fire abilities,

dport7
10-09-2015, 04:29 AM
Doesn't matter, it's only four months old. Customer service should've
been all over this, falling down to keep the customer.

If and when I need another therm, it won't be that one.

IamMadMan
10-09-2015, 06:10 AM
I have no knowledge of your personal situation here, so I feel sorry for you that your unit is no longer operable.

I do not know your specific situation here and have no knowledge of your situation here, but I am in the electronic service business. Once the case of any electronic device is opened and the circuitry is exposed, water/liquid damage is more than obvious and cannot be mistaken for anything else. You just can't make it up and say it exists without obvious evidence.

I've had customers lie about not getting their electronics wet only to find water stains inside the case, on the circuitry, finding them coated with with a thick film of evaporated soda, or encrusted in oxidation of the traces and solder points. I usually take pictures of the damage and the stains and send them to the customer before they come to retrieve the unit.

As far as the customer always being right, I agree up to the point where obvious contrary evidence tells a completely different story.

This does not mean that you yourself got the unit wet, it could have happened in the distribution chain where it was covered up, and over time the oxidation build-up caused individual components and/or circuitry to fail.

I hope you can rectify your current issue with your failed unit.

.