两年多前，我从 Z Grills 购买了一台吸烟者，希望获得优质的产品和基本的客户服务。前两年非常棒，直到……我花了近五个月的时间来处理一个无法正常工作的烤架，以及一家似乎对实际解决问题不感兴趣的公司。
今年夏初，恒温器失灵了——温度无法正常调节。我于 2025 年 7 月上旬开始联系 Z Grills。在接下来的几个月里，他们向我发送了四个不同的零件，但都没有解决问题。每次尝试后，我都会发送照片和视频，清楚地显示烤架仍然无法工作。
我多次要求与主管交谈，并在每条消息中附上我的电话号码。没有人给我打电话或亲自跟进。当我最终要求更换烤架或让他们派人来修理时，他们完全忽略了这些请求，在每封后续电子邮件中都没有提及它们。
更糟糕的是，在这个过程的早期，他们暗示一旦问题修复，他们就会“帮助我”——但几个月后，我却发现了一个坏掉的吸烟者和零分辨率。
我强烈建议其他人不要去 Z Grills，除非您愿意用金钱和时间进行赌博。一家公司的真实性格会在出售后显现出来——就我而言，Z Grills 彻底失败了。
Z Grills 回复2025-10-30
Hi Adam! Thank you for sharing your experience. We sincerely apologize for the frustration you’ve faced, and we truly appreciate your patience throughout this process. We understand how disappointing this must be, and we assure you that we are committed to getting your grill fixed with the appropriate warranty parts.
Please know that the HBA parts we need to send are currently in production, and we are working to get them back in stock sooner. We are actively working to resolve this and are processing your case with the utmost care.
Your satisfaction is important to us, and we are here to ensure that your grill is fully functional again. If you have any further concerns, please feel free to reach out, and we’ll continue to assist you.
Thank you for your understanding.
Best regards,
Z Grills Service Team
Hi David,
Thank you for sharing your detailed experience. We’re sorry to hear that your recent cooks did not produce the smoky flavor you expected. We take feedback like this seriously and will be reviewing the details of your case. We hope you’ll give us a chance to make it right and provide a satisfying grilling experience.
Your input is valuable as we continue to improve our products and service. Once again, we apologize for any confusion or inconvenience caused.
Best regards,
Z Grills Service Team
