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Offline Jake

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Customer Service
« Reply #-1 on: December 29, 2013, 11:38:41 PM »
I was playing around with my new PBC today and was having issues with temps and cooking time and sent off an email to the company with some questions. I thought they might get back to me next week sometime. Mind you this was Sunday at about 4:00 pm California time. At 6:00 pm I'm out in the backyard checking on my ribs and the phone rings, It's Noah, the president of the company. He wants to know exactly what happened and then he diagnoses my problem and let's me know what I need to do to fix my issues, says to call him back anytime. Turns out I was letting it get too hot before I put the lid on.
Who does that? On a Sunday night? Well, this guy does. Now, that's customer service! Oh, and the ribs were awesome.
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Offline Ka Honu

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Re: Customer Service
« on: December 30, 2013, 12:10:14 AM »
Wow! Noah even knows how to help cook unicorn ribs. I'm not surprised.

I would like to hear a little more about the "too hot before covering" thing, though.  I thought you got the charcoal going in the starter can for 20 minutes, poured it into the PBC, added meat and covered. What am I missing?
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Offline Jake

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Re: Customer Service
« Reply #1 on: December 30, 2013, 12:17:40 AM »
Quote from: Ka Honu on December 30, 2013, 12:10:14 AM
Wow! Noah even knows how to help cook unicorn ribs. I'm not surprised.

I would like to hear a little more about the "too hot before covering" thing, though.  I thought you got the charcoal going in the starter can for 20 minutes, poured it into the PBC, added meat and covered. What am I missing?

When I poured in the hot coals I left the lid off till the rest of them got going before I covered it. It got way too hot and I couldn't get it to come down.  He said to cover it when I dumped in the hot coals. Makes sense now.
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Offline TwoPockets

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Re: Customer Service
« Reply #2 on: December 30, 2013, 12:38:47 AM »
That is just freaking awesome.
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Offline Pappymn

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Customer Service
« Reply #3 on: December 30, 2013, 01:14:10 AM »
In today's age, nothing better then good service stories.
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Offline TentHunteR

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Re: Customer Service
« Reply #4 on: December 30, 2013, 02:20:33 AM »
A great testimonial, Jake!
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Offline sliding_billy

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Re: Customer Service
« Reply #5 on: December 30, 2013, 02:24:06 AM »
Great to hear!
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Offline muebe

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Re: Customer Service
« Reply #6 on: December 30, 2013, 07:06:00 AM »
That is excellent customer service!
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Offline hikerman

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Re: Customer Service
« Reply #7 on: December 30, 2013, 08:05:13 AM »
I've been teetering about buying a PBC or a WSM this Spring. This is huge, I don't think the Webbers would call me at any time!
Reading this is making my decision .....easy!
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Offline smokeasaurus

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Re: Customer Service
« Reply #8 on: December 30, 2013, 08:17:41 AM »
Regardless of your choice, Weber customer service is legendary and you will be covered with them. Of Course, Pit Barrel Cooker customer service is right up there with the best of them......
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Offline TMB

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Re: Customer Service
« Reply #9 on: December 30, 2013, 08:33:12 AM »
Quote from: TwoPockets on December 30, 2013, 12:38:47 AM
That is just freaking awesome.
:D   Could not have it better!
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Offline mikecorn.1

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Customer Service
« Reply #10 on: December 30, 2013, 09:48:34 AM »
I also have talked to Noah when I had an issue with mine. Very helpful and friendly guy.


Sent from my iPhone using Tapatalk
« Last Edit: December 30, 2013, 02:19:19 PM by mikecorn.1 »
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Offline Wulfwen

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Re: Customer Service
« Reply #11 on: December 30, 2013, 01:23:41 PM »
Quote from: hikerman on December 30, 2013, 08:05:13 AM
I've been teetering about buying a PBC or a WSM this Spring. This is huge, I don't think the Webbers would call me at any time!
Reading this is making my decision .....easy!

Hikerman - I was waffling the same way!  A friend recommended I go with the PBC because I already have a horizontal smoker, and then I'd have something different (PBC) instead of similar (WSM).  It's sitting on my porch, still in the box, because of how busy we've been...but I am totally looking forward to trying it!

Have a lovely day!  Wulfwen
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Offline Pit Barrel Cooker Co.

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Re: Customer Service
« Reply #12 on: January 02, 2014, 10:29:32 PM »
Jake- Thank you for the post and Happy New Year, we appreciate each and every customer and want you all to have delicious success with every cook! If you ever have any questions or concerns please don't hesitate to call us. Thank you again, PBC Co. - Amber
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