Another hat tip to Weber customer service

rwhapham

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With as much bad and polarizing press that Weber still seems to get because of the early problems the SF line had, I thought I'd pass on my recent experience as an example of a company that is definitely working hard to keep customers happy and to back their products. I've had my EX4 for coming up on a year now and really have not had any major issues. But the other day I went to fire it up to do some salmon for the family and the in-laws. All the typical fan whirring noises that I expected to hear were happening, but no plink of pellets falling. Quickly pulled pieces off to see that my auger wasn't turning. I didn't have time to troubleshoot because I had to plan B broil the salmon, but the next day did a full clean, pulled the auger and cleaned it, put it back together but still nothing. Called Weber CS and, even though their message said call volume was currently higher, I waited a mere 30 seconds to speak to a rep. I explained what was going on and what I tried and asked if there was any more troubleshooting I could do. He said it could be the fuse, but I expected that nothing would come on if that were the case. With no further evidence needed or even asking me to check the fuse then call back, he said it sounded like it could more likely be the auger motor and promptly ordered a replacement for me. Not sure I've had quite the experience with any other vendor/manufacturer where I can basically call and say, "Hey, I own your product and this part is broken", and they'd say, "Bummer, I'm sorry...I'll just send you a new one." But that's Weber.
 

bbqking

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Weber CS is incredible, and rare in this day and age. I just bought a wsm just out of the box. The middle part, with the door, was dinged up. I called, no questions…just sent me the replacement…
 

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Thank you for sharing. That is exactly what keeps me coming back and why I was confident in my EX4 purchase DESPITE the naysayers and critics. After weeks of fretting and researching and etc. I made my choice based on the interactions I have had with Weber CS which have all been overwhelmingly positive. I can't imagine what it would be like to call Traeger or Pit Boss, but I highly doubt I would get anyone in this country, let alone a sweet lady from Illinois who would literally bend over backwards to make things right. I always tell my customers that we can't possibly prevent every possible thing that might go wrong, no one can, What sets us apart, and Weber too, is what we do when things do go wrong. Glad to hear they took good care of you.
 

whoareya

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Yes a big shout out for Weber UK as well, their customer service is brilliant. Sent some photo's last night of the Augur chute to the burn pot which is rusting and breaking apart on the right hand side, towards the nut and the burnt pot grill with one of the bars broken off. Replacement parts have been dispatched this morning.

Had problems with the controller and glow plugs in the past and once again replacement parts sent out immediately. So long as you enclose a photo of the problem it is resolved so quickly.
 
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rwhapham

rwhapham

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Whatever the opposite (and family friendly) version of the hat tip is I gave to Weber CS, I'd like to give to FexEd. Weber shipped the part promptly, even though the rep said it could take up to 10 days. It was supposed to be delivered last Tuesday, but somehow getting it from IL to TX got it stuck somewhere between WI and me for the better part of the week. Finally made it to the Dallas area on Friday for delivery Saturday, but that didn't happen. Back in "pending" status. Good thing I didn't have any big cooks planned.
 

Bruno

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Whatever the opposite (and family friendly) version of the hat tip is I gave to Weber CS, I'd like to give to FexEd. Weber shipped the part promptly, even though the rep said it could take up to 10 days. It was supposed to be delivered last Tuesday, but somehow getting it from IL to TX got it stuck somewhere between WI and me for the better part of the week. Finally made it to the Dallas area on Friday for delivery Saturday, but that didn't happen. Back in "pending" status. Good thing I didn't have any big cooks planned.
I have a part stuck in Wisconsin too. FedEx sucks!! New Berlin to be exact.
 

JpsBBQ

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I have a part stuck in Wisconsin too. FedEx sucks!! New Berlin to be exact.
It’s been all the delivery services for me. I have had all kinds of uncharacteristic bad outcomes and delays for a long time now. I used to marvel at the evil empires(Amazon) ability to have things in your mailbox the next day. Never happens now. Never for me anyway.
 
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rwhapham

rwhapham

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I have a part stuck in Wisconsin too. FedEx sucks!! New Berlin to be exact.
That's the place. Seems the wrong direction to from Illinois to pretty much anywhere else, but that's why I'm not in logistics. Finally on the truck for delivery today. Now hopefully it fixes the problem, because I don't want to wait another two weeks for another part.
 
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rwhapham

rwhapham

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Sounds to me like the CS rep knew that the part would sit in WI for a bit when he said it could take up to 2 weeks. Because, sure enough, it took two weeks. Thankfully the fix worked...it was the auger motor that went out. Don't particularly like that it lasted under a year, but I'll chalk it up to "things happen". Oh, and what I thought was going to be a 2 minute fix escalated when trying to back out that blankety-blank old sheer pin. Based on the effort it took to wrench that thing back through the hole, I'm not sure what level of force would actually cause it to sheer. I'm open to the possibility that there was a way easier way to go about it, but I'm ok not knowing about it for at least a few more days. ;)
 

Don D.

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Weber starting shipping Fed Ex Smart Post. Which they deliver to USPS , who then delivers to you. If you need the part fast and it's under warranty you must insist on 2 day delivery, otherwise it will sit in New Berlin WI for days
 
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rwhapham

rwhapham

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Weber starting shipping Fed Ex Smart Post. Which they deliver to USPS , who then delivers to you. If you need the part fast and it's under warranty you must insist on 2 day delivery, otherwise it will sit in New Berlin WI for days
Good tip. I didn't actually notice that it was USPS that finally delivered it. There's no doubt that USPS is slow...and now about to be intentionally more so.
 

Don D.

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Sometimes they actually deliver Fed Ex ground at the end , I guess depends on the delays... This was finally delivered on 9/28
 

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ktskas

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Mine somehow switched from SmartPost and is out for delivery with FedEx. Never seen that before.
 

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JpsBBQ

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This delivery situation is about to get even worse. The USPS is going to intentionally slow down deliveries in an attempt to save money. My prediction it slower service at the same or greater cost. Anyone else?
 
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