FEC 100 Arrived today and it was ruined!

Sorry to hear about this. Unfortunately, this happens in the shipping industry to all types of products. It sounds like you are dealing with a reputable company who also uses a good common carrier. They have insurance for these kinds of instances and should be able to resolve this issue for you soon.

The difficult deal will be in waiting for your new replacement FEC to arrive.

But do keep us posted as it will be interresting for readers to see how long this process takes.

Thanks Trapper, I wish everyone on the forum a nice Thanksgiving with family and friends first(:> I am a newbie to smoking and had a Traeger before I purchased the FEC100 the Charcoal store. I was so looking forward to using it for this 4 day weekend. Like you said Trapper. Waiting for the new one will be the hardest part. This one is still on the pellet sitting next to my Corvette. I hope some bad magic doesn't decide to tip it over on my car next lol Thanks Shane

That's too bad, Shane. But these things happening. I have to say for the number of smokers that CS ships, it does not happen that often. The FECs that I have received have been fine. Unless you count a broken bag of pellets as a calamity.

Your time will come and you will be a smoking madman when it arrives!

I was involved with carrier shipments for years and damage is just part of the beast. Things will be great, but you'll have to have a traditional Thanksgiving this time. I think you'll get a new one shipped to you before the old one gets returned, but you'll have to talk to Cookshack probably on Monday.

Thanks nice people! I actually bought this unit from Dave at The Charcoal Store. He is the owner and a great guy. I just missed him before I found out I had the damage yesterday and I am sure he will me back on Monday. I left a voice mail with him. Oh man oh man is it sickening thoe. Of course the driver isn't going to stick around before you get this big unit unwrapped. What kills me is in the middle of the packaging there is a stop unwrapping sticker if you notice damage to unit. Well there was no way in the world to tell until I got it completely unwrapped before I noticed the damage. Than you have 20lbs of packaging material all over the garage floor. Will keep you all posted. I tryed to post a picture but my camera file is too big and I am not puter savvy enough to make it fit. Thanks Shane

Bought my AQ through the charcoal store. Outside was OK, but the inside was a mess. Charcoal store sent out two new grates the next day no questions asked. You should be able to get a brand new smoker with no fuss.

That makes me feel better hearing that Dan..I know they are reputable and I don't suspect any problems. Take care and will keep ya all posted!

Sorry your new toy was damaged in transit!

I have bought two Cookshacks from the Charcoal Store and they were great to deal with on both occasions.

I've had cookers arrive from a transfer point,usually 80 miles away,in an empty box trailer.

The cookers tend to bounce end over end.

Talking to Dave Klose,a fine pit builder from Houston,over the years,and he often has hundreds ,and occasionally thousands of dollars damage on his custom pits.

Many of his clients choose to rent a truck and go pick them up.

Seems to be a universal problem.

CS has had better truck operations ,over the last few years.

I guess experience with presolving lots of problems.

What I've heard happening is that they drop the smoker, it falls over, smashing the door. And considering it's on a pallet, it's pretty hard to do, but they DO do it.

Talk with Dave/CS and depending on what's broken, it could be a door replacement or the whole smoker.

They'll make it right, it's just a pain I know.

Thanks fellow smokers! That is exactly what it looks like happened. It looks like the whole thing tipped over. I will get a hold of Dave on monday morning. I will say one thing, if a new one comes, the driver will be waiting while I unwrap the new one. Thanks Shane

Hello All , Mine was just delivered from Cockshak this week and mine also looked perfect n the package the packing looked great from the out side , no sooner then i unpacked it i saw my door had dent in it and the hing was slightly bent, I put a call into Cookshack and talked with Bill, he said call the shipper and report the damage UPS freight was great and sympathetic , Bill said take pictures he can send out a new door after i take some measuremnts, but i asked him a viable question will the replacment door fit as well as the one that was built on my unit , sicne he did say they are built on a singular basis, so Bill said with right measurments it can be done but im still weary.. All i can say is Great Service from Cookshack and i know they will fix it one way or another.. Bill even said go ahead and use it and enjoy it for the holidays.. Good Luck with your claim i smolked on mine today and made the best Pork Spare Ribs ever made in my life, its worth the wait that for sure.

New2Smoking

I try not to use the brown shippers if possible, I own a computer co, and I swear if it says fragile on it, they kick it on purpose LOL Also this time of year they hire a lot of temps for the holiday season. Im sure a lot more packages gets damaged by college age temps. Good smoke to you!

Doc

I totaly agree, brown shippers during the Holiday season can be brutal with the temps that they hired, i had a gal deliver mine and she was great i watched her move the equpitment and she movied it with kit gloves. so i am sure it wasnt the delivery driver that damaged it, all i know is that Cookshack said they will fix it no matter what and there coustomer service was top notch.. mine is more commetic damage not as bad as the original poster and this unit produced some of the best pork spare ribs that i have ever eaten, my friends and family was floored after tasteing some of the best ribs they had ever eaten...

Thanks to all that replied,

New2Smokin

UPDATE< THE CHARCOAL STORE ROCKS! I got a call from Dave this morning on my damaged FEC100 smoker that was delivered with the door bent it. I thought the hinges were bent as well on the unit where it swings on the left side and the latches that are welded on the right side. Dave assured me all FEC100s have a slight indentation where each item is welded to the box and that more than likely it was just a door. I measured it and he called me back with a replacement door to send to me ASAP! What service! He told me if the door is off just a bit I can still use this door and they will take measurements off the door I send back and have a new one built. Each FEC100 is custom built so every door may be a bit off. Now that is customer service. Thanks Dave!

Keep in mind that CS itself deserves some kudos on the service as I would venture a guess that they would be supplying and/or remaking the door since they are the manufacturers.

As i said eairler CookShack Service is number #1

I have a new door on the way. What service. Than I had a question about the box where the hinges were welded on. This guy named Stuart chimes in and informs me on the answer I was looking for. I had no idea he was the President of Cookshack. How cool is that for good service. I will do all I can now to push Cookshack products in the Midwest. Thanks for your time in answering my questions Stuart..... Shane (:> By the way. I work with a guy who has and older FE100 and he was telling me that he told two buddies and they as well bought two units. I thought there was no way in heck I would spend the money on a smoker. I had a Traeger and it worked well. Than I went and checked out the buddies FE100 and I WAS SOLD! I can't wait to smoke on it this week.

I am Posting this Private message from nutrientcobra1 to me so others can learn too..

Thanks,
New2Smoking



nutrientcobra1 1 participant
Active: New2Smoking

nutrientcobra1 Posted November 30, 2009 09:39 PM
Hi there,
I was reading your post and saw your door was damaged as well. Dave is sending me new door after taking measurements off of mine. I as well wondered if it would fit down on both hinges correct because of width of hinge variance on each one being pretty much a one off. He told me it was possible it may not be right but I could send my door back and they would have Cookshack reverse engineer that one door. Than we could swap out again. I was thinking if one hinge was off a bit from the door not bearing weight on both hinges like it properly should, a person could file one of the hinges down a bit on the top side if the door only has to go down a few thousandths. That way both hinges would bear the weight of the door riding on the top of each hinge like it should. If it looks like it's too much, I will have them build a copy of my door. Thanks Shane
Registered: November 23, 2009

New2Smoking Posted December 01, 2009 08:56 AM Hide Post
I think you are in good hands, and if i were you i wouldnt worrie because i am new cookshack dealer, and i am sure you know they have a unconditional return policy for 30 days so you are totaly safe.. as for the fit on the door i am sure you read my post early on that thease units are singular built.. so either have them ship you a door or replace the unit either way they will work with you call Bill or Tony at Cockshack if you have any concerns they have great customer service and will get it right for you, so take a deep breath and just know it well worth the wait i just cooked on it this weekend, and have made the best Pork Spare Ribs I had ever made, my neighbors went crazy and said they we the best ribs ever tasted ... so all i can say is good luck and post all your info in the fourm so all the people cal read of what is taking place so other people can learn from our situation..

Thanks for Contacting me,
New2Smoking

This message has been edited. Last edited by: New2Smoking, December 01, 2009 10:32 AM

Hello All,

I just got off the phone with Bill at Cookshack and he has assured me there will be no problems what so ever, All i can state is COCKSHACK stands behind there product and there customer service is the best in the USA that i ever expearienced, i have been in Business for 27 years and never expearienced such a awsome family like CookShack, im gald to be part of it and know that i will be doing business with them for a long long time, Thanks to all who have replied and contacted me..

Thanks Fourm,
New2Smoking

I too am feeling this pain! I received my FEC100 last Monday from The Charcoal Store and it was damaged in transit. I was fortunate enough to unwrap it before the driver left and discovered that the unit had been crushed on the top corner. The driver waited as I called Ken from TCS who told me to refuse the delivery and he would send me a new one. I sadly said goodbye to my new friend. Ken told me today that I should be smoking next Monday as TCS is receiving 3 FEC100's from Cookshack this week. This will be the longest 2 weeks of my life. I had to go to Famous Dave's for ribs over the weekend to get my fix. The Charcoal Store has been great! They know a thing or two about customer service. At least I have another week to read all of these posts on this great forum.