u/Danci8_

I was delighted from my purchase of ooni koda max 2, so happy that I even purchased a cover of 80€ for a cover .. a plastic one that broken after 3 usage, and ooni change it..
Yesterday I’ve noticed a small spot which according to the support it’s sema rust…
Now, how’s is possible that a 2 months oven, covers with very expensive cover, kept inside a garage shows this problem???! How?!
A oven built according to Ooni with best material that sell very expensive compared with other competitor?!
I had read some people similar issues, but I thought that was isolated cases.. but damn.. 1k oven, 2 months older kept very well…

Can someone indicate how legally exercise my legal right on this matter? It’s illigal in 2 months oven saying that this is jus lt cosmetic issue and they won’t do anything..

I want to share a very positive experience I had today with Ooni.

A few days after purchasing a cover for my Ooni Koda Max 2 pizza oven, the cover unfortunately started to fall apart. I contacted Ooni’s customer support team, explained the issue, and they immediately understood the problem and took ownership of the case. The matter was handled quickly and professionally, and a replacement was promptly arranged.

What impressed me most, however, was not just the resolution itself but how easy it was to reach a real person.

At a time when many companies are heavily investing in AI agents and automated customer service systems to reduce costs, Ooni has kept the customer experience front and center. Their website makes it easy to connect with a human support representative who can actually listen, understand the issue, and provide a solution without forcing customers through endless automated conversations.

AI certainly has its place, but it should be used to enhance the customer experience, not make it more frustrating. Being able to speak with a real person made the entire process faster, easier, and far more pleasant.

Many companies could learn from Ooni’s approach. Their people-first, customer-oriented mindset is refreshing and increasingly rare. I hope they continue to maintain this balance: embracing technology where it adds value while ensuring that customers can still access genuine human support when they need it.

Excellent customer service and a great example of how customer support should be done.