Very disappointed with the customer…
Very disappointed with the customer service from Monolith and welcome people’s views
We purchased a Monolith BBQ, OK it was not brand new and it had been used a few times to promote Monolith BBQ’s by one of their ambassadors for the brand.
We knew the firebox was cracked but advised this would not affect the performance and still perfectly okay to use, when we got it home and used it for the first time we also noticed the base also had a crack so we contacted a Monolith dealer and we was actually advised that if we was to contact Monolith they would most probably replace under there warranty.
Of course, we thought WOW and contacted Monolith who in turn put us in contact with their UK distributor and we sent pictures as requested and he confirmed that this would be replaced free of charge under the warranty, and asked for proof of purchase.
When we advised that we purchased second-hand he then advised the warranty is not transferable (naughty get out clause) as he was the person who actually gave the unit to the ambassadors so it could be used to promote Monolith so he was aware how old, When supplied and genuine Monolith product.
But the UK distributor was happy to help and offer to sell us direct a new base unit and firebox to get the system back up and running and as new (I am glad I am not a retailer of this product to know that the UK distributor is happy to cut out local retailers and supply direct and he even told us and asked us not to let our local dealer know he was supplying direct to us (sorry BBQ barn as I had already purchased my one from you and this was for my son)
When the items were delivered, we informed the UK distributor that the lid was not fitting correctly and a gap was between base and lid, after he made enquires he then informed that they have made a revision to the unit that he was not aware of and after further investigations he advised us that the we would need to purchase a new lid.
So if we was informed in the first instance that we would need to purchase base, firebox and lid we could have decide if worth spending that amount of just repair what we had or buy a complete new system.
So technically due to no fault of us as we reached out to the experts, advised what the problem was and we believed them what they said we required to get the system fully functional again.
Was we mis sold a base and firebox, It not fit for purpose as it the incorrect items
Should they expect us to just pay another couple hundred pounds as the UK distributor was not aware of the difference?
They should either be offering to supply the lid free of charge due to their mistake or offering to provide a full refund on the items they incorrectly supplied us as not compatible
It’s such a shame as I was very impressed with the Monolith brand and aftercare but now I just feel they are ripping us off and try to imply we are in the wrong.