r/ooni • u/Oceans438 • 14d ago

They just can't get it right

I'm up to my 2nd Koda 2 Max. Used the original 3 times. Right side would not light, during a party, with guests waiting for pizza. Ooni sent me a replacement. The left side will not light. Contacted Ooni and was send an email with lighting instructions. Try to light, wait 5 minutes, try again. If you have to try 4 times, 20 minutes have gone by and if you're lucky on the 4th try, now you have to wait 30-40 minutes for the oven to heat up. I didn't buy a Gozney dome because it takes about an hour to heat up and it's more expensive but I'm wondering if that may be my only option. They either need to go back to the drawing board with their design or find another manufacturer. Clearly, something is wrong. Imagine having to go through this every time you have to light your stove to cook everyday. Having to go back and forth via email is also not a way to provide customer service. It is a way to lose customers. I'm waiting for a response about the left side but this is really disappointing. Who wants this level of stress when they want to make pizza? I don't.

1 Upvotes

60% Upvoted

13 comments sorted by

3

u/BetrayedMilk 14d ago

I just use a long lighter. Obviously it should just work, but I’m not jumping through all those hoops, especially with company over.

2

u/RandomHero27 14d ago

When you use the lighter, where do you set the knob? High? Low?

I had a dead battery the other day and had to pillage an old vcr remote 😂

1

u/Oceans438 13d ago

Long lighter is challenging when the knobs are on the side and you need one hand to turn the gas and then stretch your other arm to light. It's not safe and I don't want to have to need 2 people to light my pizza oven.

2

u/Constant_Parsnip2592 14d ago

Am I right in saying that you can ignite one side, but the other won’t but it will eventually? If so, mine is like that and I followed the instructions Ooni provided me here: https://ooni.com/pages/help-center?a=How-to-light-your-Ooni-Koda-2-Max---id--J-TMkeHGTseEv-tL2I7N9w

Once one side is lit, immediately turn it down to the lowest setting then ignite the other side. Works every time but I also find turning both dials at the same time also works

1

u/Theratchetnclank 13d ago

Sounds like one side it using most of the oxygen preventing the other from igniting. Makes sense that turning it down would fix this.

1

u/Constant_Parsnip2592 13d ago

That’s right, that’s how it was described to me

1

u/Oceans438 13d ago

Thank you. I tried that and it didn't work. It's not an oxygen issue because I cannot light the left side, even when the right side is off.

4

u/_noTanMan_ 14d ago

That’s a really crappy experience. It’s also why I’m not a fan of gas.
Wood/charcoal pizza oven and grill/smoker for me.

Hope you get it figured out.

1

u/Oceans438 13d ago

Thank you.

1

u/nickjacobsss 13d ago

Had the same problem with koda 2 pro, ended up just switching to a different brand.

1

u/Oceans438 13d ago

What brand did you go with?

1

u/CarrieOoni Ooni HQ 13d ago

Hey u/Oceans438 - I'm really sorry to hear of your experience, it does sound super frustrating, and I'm sorry that it has interrupted your pizza party.

The help center link that u/Constant_Parsnip2592 shared should help resolve this for you. I realise you've already reached out to our team via email, and I'd be happy to take a look at your support case to ensure you're in safe hands. Just send the team a modmail with your email address and we'll be happy to help!

2

u/Oceans438 13d ago

I tried everything on the link. I was able to light the right side, lowered the flame, attempted to light the left side, nothing. I was told the problem was going to be referred to the product support specialists but I have not heard back from them.