Need help with communicating with Weber Cust. Care

JimBob

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Alright guys,

here's the situation. Bought EX6 in May, the motor died in July and after 2 weeks of discussion with Weber Customer Care I got new motor. It was the same "Rev d" than the old one. Even with the new motor I'm not getting the promised 600F. I've burned the grill 30min and can get barely 460F. On lower temps it seems to be working well, did Pork Butt earlier this week and it amazing!

Then yesterday happened. I was preparing to grill some steaks, set the EX6 to 600F. After 20min I got 460F, after 33min it was 410F, after 38min 310F, after that it kept just dropping and I needed to fire my Kamado to do the steaks. I did not open the grill during the heating. Weather was not windy.

The thing is that I live in Finland (Northern Europe) and our Weber CC is not the same experience you guys are having in US. When the motor died, I told the CC rep that I know there are updated parts available for this grill and they could send those to me to update the grill to "latests" level. Also, I mentioned that I've burned 2 bags of pellets trying to figure out what wrong with the grill hoping that Weber would send also pellets to cover this. They only the motor and nothing else.

Question: What is broken now and how do I deal with the customer care? How could I communicate this to them so that they will send all the updated parts?
It is evident that this grill is still it's beta phase, I was hoping that if I run into issues Weber CC will do what ever needed to keep me happy... Maybe I'm asking too much.
 

Dassman5

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Alright guys,

here's the situation. Bought EX6 in May, the motor died in July and after 2 weeks of discussion with Weber Customer Care I got new motor. It was the same "Rev d" than the old one. Even with the new motor I'm not getting the promised 600F. I've burned the grill 30min and can get barely 460F. On lower temps it seems to be working well, did Pork Butt earlier this week and it amazing!

Then yesterday happened. I was preparing to grill some steaks, set the EX6 to 600F. After 20min I got 460F, after 33min it was 410F, after 38min 310F, after that it kept just dropping and I needed to fire my Kamado to do the steaks. I did not open the grill during the heating. Weather was not windy.

The thing is that I live in Finland (Northern Europe) and our Weber CC is not the same experience you guys are having in US. When the motor died, I told the CC rep that I know there are updated parts available for this grill and they could send those to me to update the grill to "latests" level. Also, I mentioned that I've burned 2 bags of pellets trying to figure out what wrong with the grill hoping that Weber would send also pellets to cover this. They only the motor and nothing else.

Question: What is broken now and how do I deal with the customer care? How could I communicate this to them so that they will send all the updated parts?
It is evident that this grill is still it's beta phase, I was hoping that if I run into issues Weber CC will do what ever needed to keep me happy... Maybe I'm asking too much.
Hi JimBob,

I am assuming that you have the latest firmware and software updates on your grill and iPhone/Android. What is not clear is whether you have been communicating with Weber Customer Care in Finland, or the US. If in Finland, I might suggest you send an email directly to the Home office in the US, and also contact the US support group through their website and explain your problem.

it is also unclear as to whether or not Weber CC Finland has the newer parts available, but if not, you should also push that issue with them and determine if their supplying previous version repair parts is due to back order issues.

The newest motor is the revision “F”, but you unit, like mine, might also have a separate auger and tube feed assembly with a gasket connecting it to the hopper cone, rather than the new welded one piece welded assembly. Weber is aware that the gasket can be a problem and is proving the one-piece welded unit.

Finally, if you cannot get any other satisfaction, I would try emailing the Weber CEO, explain you problem, and ask them to honor their guaranteed buy-back for unsatisfied customers.

I am sorry I cannot be of more help.
 
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JimBob

JimBob

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Hi JimBob,
....

I am sorry I cannot be of more help.

No no! That all was helpful! Thank you!

I have the latest software in grill and in my iPhone. Also, stored the grill under the factory hood/cover and cleaned regularly. So all good from maintenance perspective. I have been in contact with Weber Customer Care here in Finland.

Yeah I know about the welded auger. I don't have that. I can see that my unit has the pellet ramp thingie retrofitted. No very "clean installation" to be honest. But it's inside the pellet storage so who cares. Annoying thing is that now with ramp it does not take full bag of pellets.

I managed to find Weber Customer Care phone number. I will call them. Maybe that way my concerns are received better. Mainly I'm worried that we just keep changing parts on my cost until the warranty runs out (on my cost I mean that I'm free labour from them taking the grill apart and changing parts). EX6 costs 1.500€ here which is lot of money for me.

Let's see what they say. If I'm not satisfied, I will contact the HQ in US. This is my fifth grill from Weber, so I might bit demanding here due to being loyal customer for about 15 years. I really hope they will figure this grill out as it has huge potential to be really good!
 

Dassman5

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No no! That all was helpful! Thank you!

I have the latest software in grill and in my iPhone. Also, stored the grill under the factory hood/cover and cleaned regularly. So all good from maintenance perspective. I have been in contact with Weber Customer Care here in Finland.

Yeah I know about the welded auger. I don't have that. I can see that my unit has the pellet ramp thingie retrofitted. No very "clean installation" to be honest. But it's inside the pellet storage so who cares. Annoying thing is that now with ramp it does not take full bag of pellets.

I managed to find Weber Customer Care phone number. I will call them. Maybe that way my concerns are received better. Mainly I'm worried that we just keep changing parts on my cost until the warranty runs out (on my cost I mean that I'm free labour from them taking the grill apart and changing parts). EX6 costs 1.500€ here which is lot of money for me.

Let's see what they say. If I'm not satisfied, I will contact the HQ in US. This is my fifth grill from Weber, so I might bit demanding here due to being loyal customer for about 15 years. I really hope they will figure this grill out as it has huge potential to be really good!
Good luck! I have owned at least 8 Weber grills over the past 35+ years, five are still in operation, and I have never had a problem with Weber supporting their products once I found the right person and the right approach.
 

Captainmike

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I had an “F” motor from when I purchased in Feb. In May I have having trouble getting to 600 and they send me a replacement motor. The replacement was rev “d” so I asked before I installed why I am replacing with what we thought was an older motor. The Weber rep said that’s a common misconception and the rev is actually the manufacturing plant it came from, and there is no difference in the motor.

I didn’t have the time to swap at the moment and a couple days later, the new firmware came out and fixed it. Now I did swap the motor anyway just in case and no difference. I’ve been running with the rev “D” since May and the rev “f” is sitting in my garage as a spare.
 

abmet

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The welded chute supposedly helped those with grills that could reach 600 and saw temp drops, I’d push for them to get you that. I’d also recommend removing the wire finger guard in the hopper. For me it did more to prevent pellets from bridging than the ramp. If you take it off don’t take all three screws out at same time as they also hold the chute. Stuff a rag in the chute to prevent a dropped screw from getting in auger. Just don’t ever stick you hand in there while it’s running.
 

Captainmike

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The welded chute supposedly helped those with grills that could reach 600 and saw temp drops, I’d push for them to get you that. I’d also recommend removing the wire finger guard in the hopper. For me it did more to prevent pellets from bridging than the ramp. If you take it off don’t take all three screws out at same time as they also hold the chute. Stuff a rag in the chute to prevent a dropped screw from getting in auger. Just don’t ever stick you hand in there while it’s running.
I forgot to mention, I had the welded chute as well when I experienced the high temp issue. When they sent me the motor I was already convinced it was software at that point (which is why I didn’t really rush to install it, luckily the update came out that same week). What was strange was the welded chute did fix my issue for 2 weeks, but it came back - maybe pellet dust issue combined with old software. All during that time I never had a problem cooking under 450 or low and slow long cooks.
 
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JimBob

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Thanks guys! Especially thanks for the 'rev' thingie info, I don't want to look like a fool when talking to Weber CC and arguing about the motor rev's.
 
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JimBob

JimBob

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I forgot to mention, I had the welded chute as well when I experienced the high temp issue. When they sent me the motor I was already convinced it was software at that point (which is why I didn’t really rush to install it, luckily the update came out that same week). What was strange was the welded chute did fix my issue for 2 weeks, but it came back - maybe pellet dust issue combined with old software. All during that time I never had a problem cooking under 450 or low and slow long cooks.

Thanks!! I will push for the welded chute and remove the finger guard. I already had a plan to request them to take the grill back. But spending few minutes on Traeger forum I see that's no bliss either. I do love the results I'm getting when SF works - easily the best cooking I've done ever. Maybe I will give this unit one more go.
 
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JimBob

JimBob

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Update: Called Weber yesterday. They agreed that the unit is not working correctly. The CC guy was OK and said that we might want to try the one piece/welded pellet feeder. But he also asked me to take the grill apart and take pictures of the current chute/auger and sent them in. I don't know, but guessing that it's internal guidance that they can be sure that parts I actually have. Sent the pic's yesterday evening and waiting them to reply today.

Also asked that I saw that Weber CEO sais that Weber will buy back all the SmokeFire units if customers would like to get rid of it. The CC guy said that he has not ever heard about that. I asked him to check it internally and come back to me, but doubt he will...
 

Dassman5

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Update: Called Weber yesterday. They agreed that the unit is not working correctly. The CC guy was OK and said that we might want to try the one piece/welded pellet feeder. But he also asked me to take the grill apart and take pictures of the current chute/auger and sent them in. I don't know, but guessing that it's internal guidance that they can be sure that parts I actually have. Sent the pic's yesterday evening and waiting them to reply today.

Also asked that I saw that Weber CEO sais that Weber will buy back all the SmokeFire units if customers would like to get rid of it. The CC guy said that he has not ever heard about that. I asked him to check it internally and come back to me, but doubt he will...
It sounds like they are at least responding and, hopefully they/you are making progress. From what I have learned, Weber made a couple of changes in the auger system early on and is not exactly certain which units have which version installed.

It is interesting the your CC office in Finland had not heard about the buy-back guarantee...It sounds like red is also an internal breakdown in communications within Weber.

Good luck and keep us informed!
 

sntwilliams

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I'm currently waiting on a welder auger/chute through UK support to solve my getting up to temp issues, having ruled out airflow, pellet quality and glow plugs. They sent me a new glow plug and a bag of pellets to do my testing. At this point I'm happy to go along with it and the engineer in me is actually findinh the testing and switching of parts to be really fun, but I can completely understand not everyone is going feel the same. I will, however, be requesting a brand new smokefire if the auger doesn't do the trick. I'd say be firm, but fair with them and you'll get somewhere with the support team 👍
 

Dassman5

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I'm currently waiting on a welder auger/chute through UK support to solve my getting up to temp issues, having ruled out airflow, pellet quality and glow plugs. They sent me a new glow plug and a bag of pellets to do my testing. At this point I'm happy to go along with it and the engineer in me is actually findinh the testing and switching of parts to be really fun, but I can completely understand not everyone is going feel the same. I will, however, be requesting a brand new smokefire if the auger doesn't do the trick. I'd say be firm, but fair with them and you'll get somewhere with the support team 👍
Stick it out. Like you, I am an old industrial operations engineer type who always wants to know what makes things “tick”. I am now at the point, after two months of heavy usage, where I pretty well understand all the electro-mechanical Parts and their relationship to one another. I am still on the learning curve on the PID logic that controls those parts; but then again, I cut my teeth on PID control systems...
 

Bruno

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Stick it out. Like you, I am an old industrial operations engineer type who always wants to know what makes things “tick”. I am now at the point, after two months of heavy usage, where I pretty well understand all the electro-mechanical Parts and their relationship to one another. I am still on the learning curve on the PID logic that controls those parts; but then again, I cut my teeth on PID control systems...
Very cool!!
 
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