We often complain (loudly) about crappy customer service. A couple of weeks ago I opened the lid on my Primo Oval Ceramic smoker and the top just kept going!
...apparently the band holding it had become loose over time. I watched in horror as it crashed to the ground into a thousand pieces. It is true...that kind of stuff really does happen in slow motion. 
I called Primo to order a new top and they said "don't worry about it...our ceramic is unconditionally warranted...we'll get you a new one out right away...and we will go ahead and send you a new bottom as well."
I said “you don’t have to do that” they insisted and I received it yesterday.
Attaboy Primo!!!!
http://primogrill.com/
P.S. It is the ONLY ceramic grill made in the USA! Try to get that kind of service out of China!