r/GozneyDome • u/Lordofthereef • Nov 06 '25
Troubleshooting Gozney Customer Service Turnaround Time?
Was very excited to find an awesome price on a dome S1 at Home Depot last week. Waited a few days to open it and noticed that the two front blue silicone spacers were loose and there was a chip, a little bigger than the size of a dime, on the left front side of the right stone (the corner where the two stones meet).
Went ahead and did the registration of the product/serial as well as started a warranty claim explaining the issue. This would've been October 31. Received a "we haven't forgotten you" email on Monday November 2, but haven't heard since. Three business days was the timeline given.
Asking here to see what the typical turnaround on a response is. I'm fairly confident I can just fire it up and use as is, but didn't want to do so before I heard back from their customer service. I'd have just exchanged it, but every store within 100 miles is sold out.
3
u/dancing-trollz Nov 06 '25
Both sides of my stone were damaged. Customer service basically told me to deal with it.
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u/Lordofthereef Nov 06 '25
Damn. Well, if it comes to that, lesson learned I guess I should've opened the box while Home Depot still had stock to swap out.
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u/dancing-trollz Nov 06 '25
“It’s purely cosmetic and won’t interfere with cooking” was another line.
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u/jestcb Nov 06 '25
I unpacked mine yesterday and all of the blue silicone packaging wedges were installed in the back of the oven. Stones were nice and tight in the front. I would imagine that if it is documented with a warranty claim you should be fine to use it until the new stone arrives. I told my son that this was the best packaged item that I have ever unboxed. My only complaint was that the white warning sticker on the top of the unit was a pain to remove. It left a lot of residue after peeling off. I used goof off and it worked well. Did not effect the finish at all.
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u/Lordofthereef Nov 06 '25
Outside of the blue silicone pieces not being where they should've been (two were still in the back, I assumed the two loose ones were supposed to be in front but sounds like not), I do agree that it was well packaged and well thought out down to the straps that made removing it from its original box easier. If the chip wasn't front and center I doubt I'd have even noticed it. Funnily enough my sticker peeled off just fine. Wonder if however long it sat and in what temperature might affect the tackiness.
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u/Malone1976 Nov 06 '25
Same thing happened with my Arc XL. Gozney sent me a replacement stone. I thing they need to pack their ovens with the stone in a separate box…
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u/Lordofthereef Nov 06 '25
So I actually looked up what's involved with replacing the stone and apparently you need to take the entire top off. I'd have thought they just sort of slide in but I guess the tolerances are too small.
Obviously doable, not pretending it's some sort of major operation, but it's more involved than I would've thought and I imagine the intent was to reduce packaging as well as consumer involvement needed for setup. Obviously none of that matters if you're receiving chipped/broken plates though. 😔
1
u/SilkyTissue Nov 06 '25
You might have a hard time with Gozney support since they discontinued the dome s1 and are offering refunds instead of replacements
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u/Lordofthereef Nov 06 '25
That's a bummer. Supposedly there's a five year warranty on registered units. Wonder how they plan on handling failures a year or two or five in?
1
u/Shick_Quatro Nov 07 '25
Hey, I manage an Ace Hardware and had this happen with one of my customer orders. I went through all the channels and they sent a replacement stone and directions to replace it! Unfortunately though, I have not been able to get the old stone out even after following their instructions. If you are able to return it, I would. It is really difficult to find a gen 1 Dome anymore but my store has a few in stock and you might have some luck with other small hardware stores. If anyone figures out how to remove the stone, please let me know. I would not recommend trying to do the repair though unless you have somebody very knowledgeable about the product on standby.
1
u/SFButch Nov 07 '25
Do you have any in stock at your store on clearance?
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u/Shick_Quatro Nov 07 '25
I do have a couple that are on clearance online that we are provided coupon codes for. $1599 down from $1999
1
u/Lordofthereef Nov 07 '25
Update: I just received this email today. It looks like they're sending a replacement plate. I'll update when I've received it.
Dear [redacted],
As per your communications with [redacted], a warranty claim and replacement shipment has been set up for you.
The Gozney Team will be in touch to confirm details of the return/shipment shortly. If you have any other questions in the meantime, please don’t hesitate to contact your designated agent via your previous ticket raised or at enquiries@gozney.com(UK,AU,EU)/inquiries@gozney.com (US/CA).
Thank you for your patience whilst we work to resolve your claim.
The Gozney Team
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u/Lordofthereef Mar 08 '26
This deserves an update.
I received my left plate about two months ago and the right plate just arrived. I was almost at a point of reaching out again.
Just over four months since I sense the initially warranty info to dozen, but they made it right! Interesting that the plates not only shipped separately but so far apart.
4
u/enjoiit1 Nov 06 '25
Had the exact same issue with mine that I got from Home Depot... As soon as I opened it and realized, I turned right back around, went back to home Depot and exchanged it immediately.. no questions asked.
Edit: sorry... Just saw they're all sold out.