Onward Manufacturing Company Limited

Reviews of Onward Manufacturing Company Limited

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  Chris Ferreira Added 2017-09-25

  ★ ☆ ☆ ☆ ☆
  If I could put 0 stars on this review, trust me when I say I would. From the very beginning I've had issues with my Broil King Signet BBQ. About 4 months into purchasing the BBQ, the grills began to rust and flake apart. The entire bottom casting, the gas burners, the flavor waves, and the separation plates also began to rust and build up some sort of substance that could not be taken off with regular cleaning. I properly seasoned the grills as directed, and keep it covered always when not in use. It's also in a closed in area, so it's not exposed to the elements anyway. When I discussed the concerns with the kind folks over at OMC, I was made to feel like the issues that I was experiencing were my fault, and that as a "one-time courtesy", they would replace the specific parts...even though I was WELL within the warranty period. They even went as far as telling me I cook with too much salt!?!? When received, it seemed as though I was provided with mix-and-match replacements, as none of the parts fit properly. The bottom casting had square holes for the burner secure screws, which were round....the screws that secured the handle to the lid did not fit into the screw holes, and the rotisserie plate holder did not fit/line up properly. When I explained this to the same person that helped me previously, she told me she would send replacement screws, and I received a "boss extension", that had ABSOLUTELY NOTHING to do with my issues. Countless emails later, I asked to speak to a supervisor. This supervisor seemed to address my concerns...she told me that the bottom casting was one that had a manufacturer's defect, and that they would send me a replacement bottom casting with the appropriate screws for the burners and the handle. She then told me I had to ship the parts back to them before they could ship anything out to me, which meant I would spend another month without the ability to use the barbecue. Today I finally received the 3rd shipment of replacement parts and I received 0 screws, the exact same faulty bottom casting, and a new handle (which I didn't need) for a completely different model. I don't know if these people just don't care about their jobs, or if they simply do not listen to anything the client says. As a result of all of this, it's been 3 months since I've been able to use my BBQ, and I'm still left without one that is functioning. I will NEVER purchase another Broil King product after this situation is dealt with...IF they even decide to deal with it.

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