TomRep
Well-Known Member
I couldn't find any customer service issues/posts for Thermoworks, so I figured I'd post my experience. I ordered a splash proof Thermapen about a month ago. When I first got it, I checked the calibration in some ice water and was thoroughly impressed with the unit. Saturday I went to use it for the first time making a Nugget Nectar clone. It worked fine for about 3-4 dips in my strike water, then went crazy. If you turned it off then back on, it would go from 70ish and climb to 500+ before saying "Hi" followed by "Err". I was not happy to say the least, but glad I had some back up thermometers. I checked Thermoworks information and saw they weren't open weekends and figured I would e-mail them lastnight. I also left them my cell phone number with my signature on the email. This morning at 11:00est I received a call from Thermoworks. I can't recall his name (horrible with names) but he was extremely apologetic and said this is a very rare case. He shipped me out a brand new Thermapen with a return label enclosed to ship the old one back, no questions asked. I was learly about spending that kind of cash on a thermometer, but after seeing how it works when functioning correctly and getting that kind of customer service, I'm glad I did!
tom
tom