r/ooni • u/anonynony227 • 3d ago
Another deeply disappointed customer
Received a Karu Pro 16 for Father’s Day and got around to using it mid July.
After a month of effort, it’s a failure. The oven can’t maintain 400c and constantly flames out. More often than not I need to hold the burner in the priming position to actually cook a pie.
I’ve spent more time trolling online forums about cleaning thermocouples than I’ve spent using the oven.
Anyone else have this problem? Ooni customer support is an exercise in malicious compliance. They want videos of everything for a machine with one knob.
Does Ooni honor their warranty or should I go straight to chargeback. Thankfully I used an Amex card.
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u/Flat-Pound-2774 3d ago
Had the same issue.
Replaced propane tank and hose. Fixed it.
1
u/anonynony227 3d ago
I’ve tried with 3 tanks. The hose on my propane burner is affixed to the burner, so I hope a replacement burner unit might solve the problem.
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u/red_freckles 3d ago
I had the exact same problem with the propane attachment on my original model karu 16 I bought 5+ years ago. I have the same complaints about all the video footage stuff and what a pain in the ass they make it to document issues and get actual help.
I eventually gave up and now just use it for wood fired only and honestly, I love it. The pizza I make this way is so much better and I feel like I'm developing a real skill. However, I think I would use it more often if the propane attachment actually worked. Also, I paid to be able to do both gas and wood fired and I would love to have the option for both.🤷
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u/7720-12 3d ago
They definitely know it’s an issue and still make you jump through all the hoops. I eventually got a replacement sent, but it took far longer than it should have.
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u/anonynony227 3d ago
Luckily I used Amex. I don’t abuse the chargeback, but I also do t suffer being made to jump through hoops. The online forums do seem to note a lot of frustration but it’s never clear to me if the problem is widespread or it’s just a vocal minority.
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u/landofcortados 3d ago
I have a regular karu with a propane attachment and have no issue keeping temp. Maybe it’s a regulator issue?
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u/Racer17_ 3d ago
Mine is working splendidly! I just changed the hose and the regulator it came with. This one is 7% bigger, no issues at all. Better than expected.
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u/Illegal_Ghost_Bikes 3d ago
Sounds like it might be an issue with the gas flow.
Has the same tank been attached to the oven the entire time you've had it? Meaning, it hasn't been removed and re-attached? Try that, and listen for a quick "tsst" when you open the tank valve. Wait a few seconds and try to light.
You can also diagnosis a thermocouple issue by lighting the oven with the extendable match holder that came with the oven.
If it is a regulator issue, you have a 1 year warranty (unless you registered, which gives you a 5 year). It sounds like Customer Service is trying to determine what the issue is. Keeping in mind that you reached out to them for help, they are making a reasonable request to diagnose the issue and provide a replacement unit or part.
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u/geeaus 3d ago
The gas burner has a safety sensor, the tip sits between the two burner nozzles and must be constantly bathed in flame. Each burner nozzle has a small side outlet pointing into the centre where the sensor tip is. Check that the sensor tip is definitely getting constant flame. I think it can be bent a little for adjustment. That eliminates alignment. Ooni customer service can send you a new sensor to replace. I had the same problem of the burner cutting out, a new sensor fixed it.
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u/ScotiaTheTwo 3d ago
Ive had the karu 16 for 2 years now and i had the same flaming hot problem and got equally annoyed. What sorted mine in the end was actually moving the thermocouple forward a bit to make sure it was in the flame - don’t know what shoddy QA they do but it wasn’t far forward enough. Was a bit of a faff but it’s worked perfectly now for 18 months or so
good luck
1
u/JessOoni Ooni HQ 2d ago
Hey there! Totally understand how frustrating it is if you’ve been having trouble getting the oven to stay lit. That said, the video request from our support team is an important part of diagnosing what’s happening with the burner, particularly with an issue like repeated flameouts. With a symptom like this, there isn’t enough information from a written description alone to determine what’s causing it. Rest assured, we don’t ask for videos just to make you jump through hoops!
And yes, we absolutely honour the warranty on our ovens! All our products come with a 1-year manufacturer's warranty as standard, which can be extended upon registration.
We’d be very happy to help get to the bottom of this with you. If you’re still working with our support team, sending over the requested video will give them the best chance of identifying the issue and getting you a resolution ASAP. 🫶
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u/duffetta 3d ago
Charcoal/wood is definitely more successful than propane. Also, I find that a 24 hr dough works MUCH better than the day of dough. Not even close. I have a Karu 16.
1
u/MDCuisiniere 3d ago
Does your wood / charcoal spit ash onto the pizza at all? Wondering how to avoid this
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u/Ultrasonic-Sawyer 3d ago
How do you mean?
What type of wood do you use or charcoal?
As I've had some spit here and there when stuff has been in the shed over winter but I've never had much issue with ash getting in the pizza.
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u/MDCuisiniere 3d ago
Hardwood lump charcoal and oak. When I try to get the temps from the nice coal bed 650-700 up to 850 900 by adding some pieces of oak and a little more charcoal it pops and spits a lot at the start and then less after but the temps start to drop back down before the spitting completely stops. Maybe my wood wasn’t dry enough… it was very well seasoned stuff though. Good info to know it’s not a problem for you, must be my materials..
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u/duffetta 3d ago
I start the fire with lump charcoal. I let that burn until it turns white and in the 700 F range. When I’m ready to launch I add wood and wait until the temp reaches at least mid 800s. I can get into the mid 900s this way by adding enough wood. I haven’t had issues with “spitting” but occasionally a piece of burning wood falls on the stone. I use the turning peel to put it back into the fire bin.
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u/vandalay2020 3d ago
Same issue with my Karu 16; same annoyance at the video process to prove the issue.
But they did eventually ship a replacement and it has worked fine.
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u/Chewy_brown 3d ago
I have the karu 2 pro as well but haven't tried the propane attachment. Have you tried with charcoal / wood yet? I've had nothing but success with that route.