Brinkmann Grill / Home Depot

8/18/06 - 8 month old grill catches on fire, burns the interal controls, ingnitor, front panel, one lower door and essetially all the internals.

8/19/06 - Obtain images of the damaged grill.

8/22/06 - Located a recall of a similar (possible exact) model which was issued by Nexgrill for all related grills sold at the same store which I acquired my own.

http://www.consumeraffairs.com/recalls04/2005/charmglow_grills.html

8/22/06 - Dispatched an email to Nexgrill with a description of the above - indicated that I would be happy to email the images of the damaged grill.

http://www.nexgrill.net/

8/22-8/23 - Placed 3 calls to Nexgrill with no response.

8/24/06 - Rec an email response from a female who indicated that I should stop using the grill immediately - that she would have a tech call me that day or the day after. I have a print screen of this and all electronic correspondence.

8/24/06 - Same day another female (different rep) spoke with my wife and also sent me and email indicating that the grill was not manufactured by Nexgrill and that I should contact Brinkmann - the manufacture.

8/28/06 - I dispatched an email to Brinkmann explaining the above. I have copies of all emails sent with regard to this event.

8/31 - Tried to call 2 times to Brinkmann Customer Service... Both times the phone rang busy.

8/31 - Tried calling a 3rd time - was on hold for 1.5 hours - I disconnected.

8/31 - Called a 4th time, again on hold for nearly 1.5 hours and finally spoke with a male @ 1325 CST who took the model number and asked me to send images to the main office (4215 address).

9/6/06 - Brinkmann finally decide to respond to my email originally dispatched on 8/28. I have a copy of this email which states for me to send a list of parts I need. I responded by asking if there was a parts list on the web - that I need multiple parts and that the front panel was fused to the internal screws and there was no way of getting it apart to even swap parts.

9/14/06 - Response (8 days later) states that Brinkmann may need to replace the control panel and then asked if I checked the ignoitor? Displeased I indicated that he should have the image of the ignitor - as labeled and that he should see it was torched. I also asked him about a parts list and how I was expected to remove the panel to swap out parts???

9/22/06 - No response at all! I dispatched another response to the 9/14 email indicating my utter displeasure for this entire event. That I could not believe that this Brinkmann would take such an incident so lightly - as if a castor fell off or I needed a new knob... I indicated that I would contact the Better Business Bureau and the Consumer Product Safety Commission.

Replace the grill now! We grill all the time and have not had a grill for months now. We are a one income family and cannot just go out and buy another grill.

This product thus far and the service has been horrid. I would also like an apology by the Manager or Director of the Service Department responsible for supporting this product.

11/7/06 – Went in and spoke with Lori Smith – very concerned – very helpful.

11/27/06 – No response from Home Depot – I tried to phone Lori – she was gone by 1300. Will try again tomorrow.

11/28/06 (1401) Called and left message for Michelle for the floor. Also spoke with Lori who said she had not made any head way into this yet.

11/30/06 – Charm glow fake wood burning stove broke – clicking and making noises.

12/1/06 – 1543 Called to inform Lori Smith – she was not in.

12/2/06 – Returned the Charm glow fake wood burning stove which tore in the window and had a continuous clicking after only 3 uses and 2 weeks. Also tried to speak with Lori but was essentially blown off.

12/5/06 – Purchased trim in Vernon Hills – very nice woman suggested I call and ask for Hector.

12/6/06 – (1408) Called Home Depot HQ @ 800-553-3199 – spoke with Cathy. She did not seem capable of resolving our problems. Was not interested in the grill and was trying to differ that to Brinkmann and Nexgrill. Re: the floor she contacted Michelle – conference call.