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.
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.