Weber support getting worse...

jmccrack650

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Very frustrated with Weber support at this point...

My Glow Plug died last weekend, so waited on hold for 1.5 hours to get a replacement ordered. Got them to send the welded chute at the same time. A long wait, but a painless process to order.

Received my welded chute on Friday, but still no shipment confirmation for the glow plugs (asked them to send 2). Have tried calling support number of times, and now get a message 'All agents are busy.." and then call is disconnected. Can't even leave a call back number, get the same message & disconnect.

I have emailed mulitple times, no response...

Frustrating that my new 3 week old grill is unusable, no solution in sight, and no way to talk to Weber.
 

dudemcnally

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I know this doesn't help you, but I've read several times where people have said that the glowplug is something that could be bought at an auto parts store? I hope someone finds that part number at some point because I'd love to pick up a spare!

Also...

rather than sit and stare at a cold grill, I'd be lighting my pellets with a torch...I understand the frustration with support...I'm just reminding you that you don't have to wait on hold with no bbq :)
 
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jmccrack650

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I know this doesn't help you, but I've read several times where people have said that the glowplug is something that could be bought at an auto parts store? I hope someone finds that part number at some point because I'd love to pick up a spare!
It would be great if this were true. I pulled mine out a few days ago to look at the markings and it says "TY 24V 1938". I tried to find this online without any luck. I have seen posts from others saying they have tried to find this at other sources as well. Would love to hear if anyone finds another source.
 

GoBrowns139

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In the same exact boat. Called 2 Sunday’s ago and was told the glow plug was ordered. It hadn’t shipped by last Wednesday and after sitting on hold for 2 hours the woman was kind enough to overnight it to me and include a free bag of pellets. Unfortunately it still hasn’t shipped so I am approaching 2 weeks with no grill.
 

Bruno

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I don’t think it’s fair to judge during the Covid 19 bull shit! I’m sure they are trying but from my understanding the customer service reps are working from home.
I have found Weber’s customer service to be as good as it gets.
 
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jmccrack650

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In the same exact boat. Called 2 Sunday’s ago and was told the glow plug was ordered. It hadn’t shipped by last Wednesday and after sitting on hold for 2 hours the woman was kind enough to overnight it to me and include a free bag of pellets. Unfortunately it still hasn’t shipped so I am approaching 2 weeks with no grill.
Yup, my order also says overnight shipping, but still hasn't shipped. I am guessing they are backordered
 
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jmccrack650

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Yup, my order also says overnight shipping, but still hasn't shipped. I am guessing they are backordered
Was able to get through quickly this morning (only 5 minute wait). Unfortunately glow plugs are indeed backordered. They had expected to receive June 4, but still don't have stock, so they were not able to provide a date beyond "hopefully this week". Argh...
 

Michael

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Very frustrated with Weber support at this point...

My Glow Plug died last weekend, so waited on hold for 1.5 hours to get a replacement ordered. Got them to send the welded chute at the same time. A long wait, but a painless process to order.

Received my welded chute on Friday, but still no shipment confirmation for the glow plugs (asked them to send 2). Have tried calling support number of times, and now get a message 'All agents are busy.." and then call is disconnected. Can't even leave a call back number, get the same message & disconnect.

I have emailed mulitple times, no response...

Frustrating that my new 3 week old grill is unusable, no solution in sight, and no way to talk to Weber.
If it helps the Weber parts number for the Glow plug is #68957. You "should" be able to order the part online from Weber
 
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jmccrack650

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If it helps the Weber parts number for the Glow plug is #68957. You "should" be able to order the part online from Weber
That's what I did (well, on the phone, not online). 9 days ago and still hasn't shipped. Backordered apparently.
 

GoBrowns139

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That's what I did (well, on the phone, not online). 9 days ago and still hasn't shipped. Backordered apparently.
Same here. Found one on eBay for $25 so bought it. Just did a search to see if I could find again and I don’t see any more listings.
 

abmet

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Yeah this is a tough time for companies that don’t generally have work from home capability in place. l think the biggest holdup is part availability since everything they’ve shipped me has been overnight shipping.
 

Rickyjk619

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Very frustrated with Weber support at this point...

My Glow Plug died last weekend, so waited on hold for 1.5 hours to get a replacement ordered. Got them to send the welded chute at the same time. A long wait, but a painless process to order.

Received my welded chute on Friday, but still no shipment confirmation for the glow plugs (asked them to send 2). Have tried calling support number of times, and now get a message 'All agents are busy.." and then call is disconnected. Can't even leave a call back number, get the same message & disconnect.

I have emailed mulitple times, no response...

Frustrating that my new 3 week old grill is unusable, no solution in sight, and no way to talk to Weber.
I spoke to my guy and as I thought they we’re forced to close because of the Shamdemic and now the riots have again delayed shipping. He says they are trying to get them out as fast as they can.
 

dudemcnally

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I spoke to my guy and as I thought they we’re forced to close because of the Shamdemic and now the riots have again delayed shipping. He says they are trying to get them out as fast as they can.
It's been said several times that the glowplug used was a common one, available at auto parts stores. This may or may not be a baseless rumor, but if you have a contact it would be very helpful to ask him where we can buy the glowplug outside of the normal weber support line.
 

Rickyjk619

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The glow plug is designed to align when the first pellets should enter the burn pot. We have the glow plug on for ~3 mins, then de-energize and wait for ~5 mins to detect a temperature increase. If we do not detect an accurate temp increase, then we re-energize the glow plug again for 3 mins .. there are pellets flowing into the burn pot during the entire startup process. The glow plug does not stay glowing during the whole start up process.
This is how the start up process is designed to work. I will ask about it being a common glow plug for purchase.
 

luckylady131

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I just called the customer service number to try to get through again - was only able to leave a message with a call back number...though they’ve never called me back from when I called before last week. Very frustrated.
 
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jmccrack650

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I just called the customer service number to try to get through again - was only able to leave a message with a call back number...though they’ve never called me back from when I called before last week. Very frustrated.
I would try again one morning as soon as they open (7am CST). I did that yesterday and waited only 5 min.
 

KevinD

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Like Luckylady I called May 31 to June 3 as well as emailed and still no contact. I can download the new Software but not the Firmware. I was told it was a problem with the Android app.
 

Rickyjk619

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I know when I did this with Apple it had to be Bluetooth only. No WiFi. I had to forget my WiFi network in order for the download. Your phone needs to remain on the grill.
 

KevinD

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My WiFi was disabled. I went to recovery mode TWICE as it would not do anything until I did that. Believe me I tried every combination I could think of.
 

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