tlgrimmy said:
Sorry to be a downer, but figured others out there who are basing their decision to purchase an SI unit off of customer responses in these forums should know. I had a less-than-wonderful customer service experience, and while I'm still happy with/enjoying my smoker, I'm not very confident in Steve's willingness to help me in the future. I ordered my Model 1 on 7-14-16 and noticed a small ad "Santa in July" when checking on my order status a few days later. It mentioned getting a free cover and chip insert with any July orders. Long and short of it is that I won't be getting these items, which isn't a big deal to me, but Steve's method of communicating this was rude and showed little respect for me as a customer. There are a lot of entitled and condescending people/customers out there, but rest assured, that's not me. I simply emailed and cordially asked if the special would apply to my 7-14 order, ending the email with a, "thanks, really enjoying the smoker already." His short, seemingly annoyed reply was, "Our promotion started on 7/16, thank you." I emailed back and mentioned that his response seemed a bit short and to the point, considering I had just spent a considerable amount on his products. He made another short/annoyed reply and has ignored my following email... Maybe he was having a stressful day, but being treated like an annoyance for asking if I my July order would qualify for the July special isn't professional. Again, not worried about the extra products so much, just his rude/disrespectful communication, treating a cordial and excited customer like a pest. If I do end up having any issues/questions, Steve ignoring my email doesn't bode well for me getting a things dealt with.
Hi TL - First off, let me say great to have you with us! I see that you chose your first post to be a negative one, so hopefully, you'll follow that up with good forum etiquette and take time to go to the Introductions section and tell us a little about yourself. Maybe even add a first name and town to your signature line. We like to know our new friends!
I read your post this morning, and have thought about it all day. I'm going to give you my 2¢, for what it's worth. Let me be the first to say that, if you have an
actual problem (other than not receiving a promotion that didn't start until after you purchased your smoker), you will find that Steve will bend over backwards to take care of you. He sells a lot of smokers (for a reason, I might add), and I'm sure you can imagine how many emails he gets
every time a new promotion starts, from customers who bought just before?
If you spend any time here, you'll see plenty of posts singing the praises of how much Steve helped them through an issue. I'm certainly not trying to be rude, but my point is, that your judgment may be a bit premature. I'm sorry Steve wasn't as cordial as you thought he
should be, but he was probably replying to your email while preparing new smokers for shipping, taking orders, or helping someone else (yes, he and Rebecca, his wife, handle all the orders personally...he doesn't have a staff). He also answers all customer service calls, works with his factory, develops new products, and yes, even replies to emails like yours. His reply (I'm certain because I know him well) was not meant to be rude, but simply to the point
for a matter that demanded no more than a short reply. Trust me, I've made a lot of trips around this rock, and I've never met someone who cares for his customers more than Steve.
So, if you have an actual "problem," don't hesitate to ask us, or Steve, for help - you
will receive it! This is one of the best communities of helpful folks I have ever been involved with, and is why our community has grown in leaps and bounds! All I ask is that before you post negative opinions, hang out for awhile and maybe read the hundreds of positive posts that just might change your mind. Try not to "rush to judgment" to warn others who may be "basing their decision to purchase an SI off of customer responses." For those prospective owners that are, I recommend you take the time to do a little research
here,
and elsewhere, about Smokin-It customer service, and it will actually make your decision very clear!
