Seems someone at char-broil’s customer support just doesn’t want customers to reply to certain customer service emails.

This always confuses me. A company sends out a correspondence to one of their customers. Instead of allowing the customer to simply reply to the email, they make their customers jump through hoops to send back an email - even if the original email is requesting more information.

The worst of it is, these types of emails often include sensitive data that the customer thinks they are sending to the initial company. But as in char-broil’s case, they aren’t. They are sending it to me because char-broil decided to put the reply email as DO_NOT_REPLY@donotreply.com. Look at that quality customer service, they even bolded the one DO NOT REPLY just to let customers know how serious they are about having you not reply to their email.

So what do I get from char-broil customers?

Pictures of receipts, photos of grills, upset customers just trying to get their freaking grill to work, not wanting to learn about the intricacies of email. It is depressing.

Here is an example,

I could not figure out how to attach this to the repond portion of your correspondence. You can see from the picture I took from the back of the grill there is no serial number available. I have looked the grll over and can not find the serial number anywhere else. I have other pictures of my grill if you need them. Hopefully this will allow you to go ahead and process my case.

Thank you very much for your help.

PERSONAL CONTACT INFO REMOVED

or desperate pleas like this:

Hello,
It has been over two weeks and I still have not
received the missing piece I called about. I sent you
a copy of the receipt weeks ago and was told I would
get the part in the mail in 7-10 days. If you could
please help me or recommend me to someone who can I
would really appreciate it.
Thanks,
P D
PERSONAL INFO REMOVED

She is never going to get that missing piece, and no fault of her own. Instead of replying to the original email she was sent, she was supposed to send an email to a different address or visit a website and submit that information. So for that, no grilling.

And I will end with an email that should be included in the file of char broil’s customer service head when they finally give them the axe.

I received this e:mail last month and I’m confused. This says that you “provided requested information”. When, where, how???? I have received nothing from you including a response for the past year.
And I tried to click on both areas that said click here to respond, with no luck.