Weber-Stephen Products Reviews (%countItem)
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Address: 1415 S. Roselle Rd., Palatine, Illinois, United States, 60067
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Purchased Weber Genesis Grill at Lowe's in Jacksonville, Fl on 10/24/15 at a cost of $1,072.87 because of it's advertisement that it was aluminum and would not rust. We noticed this grill actually rusting in late 2018. The outside doors fell off, the wheels to this grill rusted, and so in September 2019 we called Weber's Customer Service at 1-800-446-1071 and spoke with representative, Jill. She informed us that actually Lowe's sold you a grill that was built in 2010 and, therefore, Weber will not warranty it. We did register a warranty with Weber on 11/15/15. She did say that the parts we needed could be purchased 'at our cost' which we would not do as these new parts would most likely rust also. A few weeks ago, we did put a review about Weber regarding this problem, which has many complaints against the company with no responsibility from Weber.
On 6/5/20 we again called Weber regarding our unhappiness for the condition of this grill and were told that it wasn't warrantied, Weber is not responsible for rusting, etc., etc. Again, we were told we could purchase these items -- which are quite expensive -- I asked to speak to a Supervisor in that this person I spoke with yesterday was rude, and he 'refused' to let me speak to a Supervisor stating I didn't need a Supervisor to handle this problem. In that I was getting nowhere, I decided to end the call and file my complaint.
I am a 100% disabled veteran and purchased this grill so that I wouldn't have to worry about replacing it or purchasing parts because of it being touted as all aluminum. Unfortunately, Weber takes no responsibility for this problem, and the cost for these replacement parts would be a burden for me.
Anything you can do to help in this matter would be greatly appreciated.
According to his Complaint, the consumer purchased his grill in
2015. The manufacturing date has no bearing on the calculation of a product
warranty. Weber’s records confirm that a full warranty was applied to the
consumer’s purchase as of 2015. The warranty associated with the consumer’s
grill is clear with regards to coverage. Aluminum castings and stainless steel
lids carry a 25 year warranty; stainless steel burner tubes carry a 10 year
warranty; stainless steel cooking grates and Flavorizer bars carry a 5 year
warranty. All remaining parts (which are the subject of the consumer’s request),
carry a 2 year warranty and are no longer covered.The Weber Customer Service Rep attempted to explain the warranty
coverage to the consumer. During the recorded call the consumer stated that “new
Weber grills have a 10 year warranty and that’s not fair”. It should be noted that many of the consumer’s
component parts are still under warranty. Unfortunately, the parts he is
requesting are not. The representative
offered to provide several replacement parts at “no-charge” and the remaining replacement
parts at a discount. The consumer refused.The consumer also is under the belief that his grill is “all
aluminum” and “should not rust”. The
subject Weber grill is comprised of a variety of materials and is not marketed
or advertised as “all aluminum”. It is a common misconception that stainless
steel does not rust. Compared to other
metals, stainless steel will corrode “less”; it is not rust free. Many consumers that live in coastal or humid locations
wage a continuous battle against the elements to keep their Weber grills
looking “stain-free”. Weber has been more than fair in offering “no-charge” and “reduced”
replacement parts. When the consumer’s demand for all “no-charge” was not granted,
he demanded to speak to a Supervisor. The
Weber rep correctly informed the consumer that warranty calls do not get
escalated to Management. When the Weber
rep attempted to explain the warranty and Weber’s offer, the consumer terminated
the call; not Weber. We renew our offer to provide the replacement parts as
outlined above.
Seeking Weber to honor the warranty on my Weber *** grill. The hood is badly rusted although always kept under a Weber Grill cover and out of the elements. There is a 25 year warranty on the hood.
I contacted Weber in early May and per an email received I registered my grill and sent in pictures. There has been no subsequent contact from Weber despite my followup emails. I have called the customer service number several times with either extremely long waits with no one answering and and tried the call back feature 2 or 3 times with no callbacks.
I understand Coivd-19 has interfered with businesses but from a company like Weber I would expect some response even to say something to the effect "we do not know when we will be able to respond but your claim will be reviewed and responded to when we are able." At least I would feel my claim was not being ignored as I feel now.
The consumer has been contacted by a member of Customer Service
who provided a replacement lid at no charge as a courtesy for the delays
experienced. Weber also assisted the
consumer with proper identification and registration of his Performer charcoal
grill. The consumer expressed satisfaction and was a delight to work with.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Flynn B
I purchased a Weber Grill. It worked for less than 3 months. I contacted the company multiple times, but over almost 2 years have yet to have it repaired or replaced. It has a 10 year warranty. Now the company is not even answering my correspondence.
During
this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer
inquiries with the amount of “stay-at-home” orders in place. However, our
Company continues to navigate and address the challenges associated with the
closure of our corporate headquarters and the stay-at-home ban mandated by the
*** Illinois. Weber is actively working to address all of its customer’s
needs and we expect our response time to improve once the restrictions have
been lifted (or at a minimum modified) by the *** Illinois. With this being said, a full refund is being processed and the unit will be
picked up and returned to Weber for a proper inspection. We truly
apologize for the inconvenience caused by the delays associated with the
Coronavirus.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely,
Timothy C
Bought grill on 05/29/2020 at a local ***. Used unit two times to cook hamburgers and on third start the Smoke Fire grill would not light the pellets. After a 3 hour wait the company tells us this is a design flaw in the ignitor and pellet feeder. My question is why is this unit still allowed to be sold when they have a KNOWN design flaw. This is fraud and after losing $1,000.00 I have a Smoke Fire grill that birds rest on. We asked that they expedite parts to fix but was told it would be 15-20 days when they get them in stock?? Really, 15 to 20 days for parts after I spent $1,000.00. When you call there information number the wait times are 4 hours? The phone tree disconnects you when you try and leave a call back number. The company is avoiding there warranty obiligations and falsly selling this defective grill.
During
this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer
inquiries with the amount of “stay-at-home” orders in place. However, our
Company continues to navigate and address the challenges associated with the
closure of our corporate headquarters and the stay-at-home ban mandated by the
*** Illinois. Weber is actively working to address all of its customer’s
needs and we expect our response time to improve once the restrictions have
been lifted (or at a minimum modified) by the *** Illinois. With this being said, it should be noted that the individual that filed the
subject Complaint with the Revdex.com is not the owner or the operator of the Weber Smokefire
grill; he is the father of the owner/user. Weber reached out to the consumer’s
father for information regarding the grill. While cooperative, he was unable to answer the specific technical
questions regarding the grill. Weber has offered to send a certified Weber repair
agent to inspect the grill. While the
father has approved this course of action, Weber needs permission and approval
from the son to proceed. A Supervisor in
Weber’s Customer Service Department has reached out to the son via
telephone. As of June 8th, no
response has been received. In the
interim, Weber has placed “no-charge” orders for the replacement parts
requested by the father and/or son. Weber is happy to troubleshoot any issues with the son once we are able
to reach him.We
truly apologize for the inconvenience caused by the delays associated with the
Coronavirus.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely,
Randy J
I purchased a Weber *** grill on April 24, 2020 through *** The grill was shipped April 30 and delivered May 6. Later that day, as I was assembling the product, I noticed two problems: one part broke off during shipping and one part seemed completely wrong, i.e., it didn't fit as it should have. I tried to call the customer support number, and after being on hold for 45 minutes without anyone answering I decided to submit a customer support ticket (***) through their website.
That was four weeks ago. While I received an automated e-mail acknowledging receipt of my ticket, I have not received any response from the business, despite several follow-up e-mails. I now have a grill here that has not been usable for four weeks, and all it would take is for them to ship out two small replacement parts for it to work as intended.
While under no obligation to do so, Weber’s Customer Service
Department was happy to provide a no-charge replacement manifold to the consumer.
It should be noted that concealed damage which occurs during shipping should be
reported to *** and/or their third party carrier. As a measure of good faith
in view of the customer’s inability to reach Weber during the *** Illinois
COVID-19 “stay-at-home” order, we were happy to assist with sincere apologies
for the delays.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely,
Bernhard Z
been over a month trying to reach customer service with no response trying to deal with rusted gas grill. No response to emails or long waits on phone.
I have attempted to rectify this issue via your web site, F m*** and phone number for over a month to no avail. I have a Genesis ***, serial number *** that has a rusted out base. All other critical burning elements are fine. I have kept this grill covered as much as possible so I do not understand the rusting problem. I would like the base replaced. While calling their support number I’ve either been put on hold for over 45 minutes at a time and/or I get cut off after being told to use this messaging. I have reached out and received a response from F m*** and was told an agent would contact me within 24-48 hours. That was over a week ago. I just want the bottom panel of my grill replaced that has rusted through and I’m willing to pay since I was told that the item had a 2-year warranty, and is unfortunately no longer covered, but a replacement bottom panel *** can be purchased for $61.77. (Originally told cost was $93.59). Will they ever give an opportunity to replace this defective part? Their customer service has been very unacceptable. False promises of calling or emailing me are getting extremely old.
Weber Customer Service has worked with the consumer to
resolve his issues. A discounted bottom panel
has been provided to the consumer. Weber apologized for the
delays associated with the *** COVID-19 “stay-at-home” order.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely,
Dennis S
I've contacted Weber multiple times for over a month attempting to resolve a problem with a 6-month old grill that is not working. I've received no attempt to help or remedy the issue, which should be covered by the warranty. While I'm assuming and am understanding about the circumstances of Covid affecting operations, Weber is still able to send out multiple marketing communications, yet has not answered their phone nor replied to several emails beyond the auto-reply from over a month ago regarding servicing/warranty issues.
Weber’s Customer Service supervisor explained to the
consumer that the reported symptoms are consistent with a grill in “by-pass”.
By-pass occurs when the grill is not ignited in the proper manner. When this occurs, a safety device inside the regulator
nozzle “thinks” there is a gas leak present and reduces the gas flow from the
tank to about 10% of its normal flow. When this happens, the grill is said to
be “in by-pass”. With the reduced gas
flow, the flames will be lower and the grill will not reach the desired temperature. When this occurs, Weber recommends that a gas
leak test be performed and the connection, leak-test, ignition sequence be reset.The consumer is adamant that his grill is not in bypass and did
not want to troubleshoot the reset process. The consumer insisted that Weber provide him with a replacement hose/regulator
assembly, While Weber reluctantly agreed to do so, there is likely nothing
wrong with the hose/regulator assembly, so a replacement unit will only solve
the issue if the consumer makes a proper connection and ignites the grill in
accordance with the sequence and timing found in the Owner’s Manual for his grill.Weber’ apologized for the delays associated with the State of
Illinois COVID-19 “stay-at-home” order
and provided the consumer with complimentary accessories for his inconvenience.
I purchased a Weber Spirit 2 Burner Natural Gas grill last than one year ago. It is still under the factory warranty of one year. For one reason or another the left *** is jammed and cannot be turned. Therefore I have use of only one burner! I have called and even wrote to the CEO, Mr. Christopher Scherzinger via certified mail, and have gotten no where. Summer is nearly here in NJ and I want to use my grill!!
Weber Customer Service is currently working with the
consumer. A replacement manifold and
complimentary accessories have been provided with Weber’s apologies. The consumer will attempt to install the
replacement manifold. Should the
consumer encounter difficulty doing so, a no-charge service call is on-hold and
will be activated if needed.
I had placed an order on May 10,2020 for
*) on May 17. I was super excited first but found that the Chimney Starter was missing. The package was just few inches larger than the package for the Jumbo Joe grill so obviously the chimney starter wouldn't have fitted there.
Jumbo Joe - 1,
Barbecue mitt (black w/red kettle) - 2,
Apron (black w/red kettle) - 1,
Chimney Starter -1.
I received a big package (delivered via f
I called their customer service number but couldn't get through at all, so I wrote them an email. I didn't hear from them so I called again and left my number for them to call. I didn't receive a call. Again I wrote a followup email which they haven't replied yet.
I even wrote them to not send me the product but to refund for the Chimney Starter.
It's been 10 days now and still waiting to hear from them. It's TERRIBLE.
It's one thing to have an EXCUSE for the mistake due to the COVID-19 but to not RESPOND to customer is beyond comprehension.
During this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer inquiries with the amount of “stay-at-home” orders in place. We are proud that our entire Customer Care Department is based in the USA. However, our Company continues to navigate and address the challenges associated with the closure of our corporate headquarters, reduction of resources and the stay-at-home ban mandated by the *** Weber is actively working to address all of its customer’s needs and we expect our response time to improve once the restrictions have been lifted (or at a minimum modified) by the *** Weber truly apologize for the inconveniences caused by the delays associated with the Coronavirus Weber’s Customer Service Department has obtained the *** delivery information for the consumer’s shipment. The consumer is 100% correct that the dimensions of the box could not hold a Jumbo Joe grill and a chimney starter. Weber further confirmed with the warehouse that no 2nd package or shipment is pending or has been shipped. As such, Weber’s Finance Department will be issuing a full refund for the purchase price of the chimney starter.
Weber would like to thank the consumer for calling this error to our attention. We will be addressing the matter with our warehouse staff to ensure that this does not happen in the future. This omission was not intentional and we extend our sincerest apologies for the stress this matter has caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Dipesh S
May 2020- purchased flavor bars and they were the wrong ones; trying still for over a month to get a return form to purchase the correct bars. I have open 5 tickets via the support@email, 2 times I have called and sat on hold for over 45 mn and still no answer. I finally hung up. No one is responding. They asked me to review my product and because it was not positive and I mentioned the horrible customer service, they declined my post. So someone is there taking order, and sending reviews, just no one there providing customer service.
Purchased a new grill that cannot be fully assemble because of possible defect. I have tried repeatedly to contact them through phone, email, and social media. I can see on social media that others are having the same issue contacting them.
During this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer inquiries with the amount of “stay-at-home” orders in place. We are proud that our entire Customer Care Department is based in the USA. However, our Company continues to navigate and address the challenges associated with the closure of our corporate headquarters and the stay-at-home ban mandated by the *** of the *** Weber is actively working to address all of its customer’s needs, but it is not realistic to expect a response in “real-time” when the entire Department has been closed since March 13th. Our staff is doing the best that they can to address the backlog of calls and emails placed by consumers that are also in self-quarantine. We expect our response time to improve once the restrictions have been lifted (or at a minimum, modified), by the *** The safety of our employees must be our 1st priority, so that when we are able to return to work, we have a strong, healthy workforce in place to address all consumer inquiries and needs.
We truly apologize for the inconvenience caused by the delays associated with the Coronavirus. I have asked Customer Service management to contact the consumer as soon as is physically possible. We ask for the consumer’s (and the Revdex.com’s) patience while all businesses attempt to adapt to the restrictions imposed by the virus.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID The business reached out to me by phone and solved the problem.
Sincerely,
Henry M
I purchased products to repair mt weber *** grill (flavorizors and grates). The Grates were correct and the Flavorizors were wrong and I've left numerous email messages as the phone number to call support just hangs up on me after telling me to wait for next available representative . Order #*** .....PO#
During this unprecedented COVID-19 pandemic, Weber is experiencing a flood of consumer inquiries with the amount of “stay-at-home” orders in place. We are proud that our entire Customer Care Department is based in the USA. However, our Company continues to navigate and address the challenges associated with the closure of our corporate headquarters, reduction of resources and the stay-at-home ban mandated by the *** Illinois. Weber is actively working to address all of its customer’s needs and we expect our response time to improve once the restrictions have been lifted (or at a minimum modified) by the *** Illinois. With this being said, our records indicate that the consumer has not registered their grill. Doing so, will ensure that the proper replacement parts are ordered and shipped. Our Customer Service Team will be reaching out to the consumer directly to register their grill and assist with the return of the incorrect parts as well as to place a new order for the correct parts.
We truly apologize for the inconvenience caused by the delays associated with the Coronavirus.
I purchased a grill and cover online on 05/03/20. My credit card was charged the full amount of the order at that time.
The next day, 05/04/20, my credit card an additional transaction was charged to my credit card. I submitted a question to the company to inquire about the additional charge and have it removed. I have yet to receive a response and explanation regarding this false charge.
My Weber Grill is under warranty. The grates have failed and need to be replaced. I called Weber customer service twice last week and left messages asking for a call back. No one called me back. I also sent an email that has not been responded to.
During this unprecedented COVID-19 pandemic, Weber is
experiencing a flood of consumer inquiries with the amount of “stay-at-home”
orders in place. We are proud that our entire
Customer Care Department is based in the USA. However, our Company continues to navigate and address the challenges associated
with the closure of our corporate headquarters and the stay-at-home ban
mandated by the ***llinois. Weber
is actively working to address all of its customer’s needs and we expect our
response time to improve once the restrictions have been lifted (or at a
minimum modified) by the ***llinois.With this being said, the replacement grates requested by the consumer
have already shipped. We truly apologize
for the inconvenience caused by the delays associated with the Coronavirus.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely,
Paul H
Purchased Weber Genesis *** gas grill from Home Depot on 4/18/20. Serial Number ***. Cost: $1,049.00
After delivery, I meticulously unpacked the parts and put it together. Much to my surprise, the side burner *** and small sear *** were missing from the packaging. I attempted to call and email Weber, to no avail. I just want my missing knobs,
Most surprising is that *** can't even get in touch with Weber. Weber should not sell expensive grills if they have nobody working customer service.
During this unprecedented COVID-19 pandemic, Weber is
experiencing a flood of consumer inquiries with the amount of “stay-at-home”
orders in place. We are proud that our entire
Customer Care Department is based in the USA. However, our Company continues to navigate and address the challenges associated
with the closure of our corporate headquarters and the stay-at-home ban
mandated by the *** Illinois. Weber
is actively working to address all of its customer’s needs and we expect our
response time to improve once the restrictions have been lifted (or at a
minimum modified) by the *** Illinois.With this being said, the parts requested by the consumer
have already shipped. We truly apologize
for the inconvenience caused by the delays associated with the Coronavirus.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Jason R
I’m hoping you can help me. I purchased a Weber *** smoke fire in February based on the fact that I own multiple other grills made by your company. I have had problems since the beginning and have been more than patient with troubleshooting versus just demanding a return from the beginning. Please see the email chain below and attached photos to reference chain of events. The first couple of cooks I noticed the grill was flaming out due to the pellets not feeding. I contacted support and did not get a very good response. I then reached out to your “grill master” Kevin K on I since I assumed he had been involved in testing this unit to ask him about the pellet feeding problem. He seemed to have accidentally sent me a reply that was meant for someone in your company asking “OK what’s our plan.” I assume this was because he had seen multiple complaints about the issue at this point. I have attached that *** message to this email. Finally I was sent a new pellet slide that had a steeper angle to feed pellets. This seemed to help but didn’t totally eliminate the issues. I also had to grease fires and saw your companies response to that was to start using aluminum pans over the flavorizer bars that had been touted during the release of your product. Still, it was an issue I was willing to work through because of my loyalty to the brand. Shortly after that I had my grill stop lighting at all and a new igniter and igniter assembly was shipped out. I didn’t even really get a response to this issue. I was just shipped the parts and received a confirmation email of the shipment which I have attached as well. I installed the parts and the grill worked again but I started to notice it was staying well over the set temperature and emailed Weber again. While waiting for a response to this new problem my igniter and glow plug seemed to have stopped working again. When I finally got a response I made it clear that I wanted a refund and to return your grill. I feel like I’ve been more than patient with troubleshooting at this point and honestly if anything should be demanding compensation for my time on top of a refund. I’m just not willing to keep troubleshooting a product that cost me over $1000 and hasn’t worked right from the beginning, any longer. Please help me get this rectified.
Two days ago on 4/13/20 (prior to the filing and notice of the subject Revdex.com Complaint), Weber's Customer Service Department initiated the return and refund process. As Mr. N purchased his grill via credit card, the refund will be made in the form of a credit posted to his card/account. The refund will occur once the grill has been received by Weber. Should Mr. N have any questions, he is asked to contact Weber Customer Service management directly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Daniel N
I returned a grill with them after valentines day. They picked the grill up on February 24/25th. I was originally told as soon as the grill was picked up my refund would be issued. I called SEVERAL times to check on the status. With many of the calls ending in "let me look this up and we will call you back" or after asking to speak with a supervisor telling me I would be called within 24 hours which never happened. I eventually got ahold of a supervisor who was very polite manager who apologized a ton and told me that my refund would be issued and into my *** account NLT 5 buisness days because it normally takes 3-5 buisness days. That passed with no refund issued. I called weber again and then was told that it takes 7-10 buisness days and I wold have it no later than the 17th...Once again NO REFUND. I spent over $1000 on this grill. Everytime I call people just tell me oh its coming or they arent sure but the refund was issued. Its been almost a month. I want my money.
Mr. H has received her refund.
Back ground:
Live in San Diego (not along the coast) in the inland valley area.
Worked in Personal Lines Insurance the Claims Division for 20 years in Management.
Thorough Understanding of the term Normal Wear/Tear.
Weber warranty states free from defects in material and workmanship for 10 years.
Purchase on 04/01/19 Spirit II Weber $400.00. One buys a Weber for its Brand and excellent Warranty
Cleaned my grill and noticed the 3 Flavor Bars were full of rust. See pictures.
Email a claim in to have the bars replaced. I get an Email back from Weber telling how to file a warranty to claim. I replied immediately and stated I have all ready filed a claim on your Website. Two days go by and no response from Weber. Placed a call to customer service department. Spoke to representative explain the situation about filing warranty claim. Representative finds the claim. (No explanation from the representative as to why the claim has not been handled). She reviews the claim with the attached pictures. Ask me if I live near the ocean. I said no. States we can not honor your claim because the flavor bars are not rusted through. Replied how can flavor bars be rusted through when the grill is only 4 months old? I stated the flavor bars were either defective or damaged in the packaging. Representative reply was “You can buy new ones” I stated that is not option after I paid good money for your product. The representative reply was “Let me get my supervisor on the phone. “
Supervisor review the claim information and photos and will not honor the claim. Explains how the warranty works. I repeated to her the grill is only 4 months old and asked how does the flavor bars rust out so quickly unless they were defective or damage in packaging. My inquiry was not addressed with an explanation from the supervisor but an offer to transfer me to her manager. Passing the buck and holding the corporate line over a defective or damage part is complete nonsense. The Weber grill is a great product. Weber stand by your warranty and replace the rusted 4 month old flavor bars.
The 10-year warranty associated with Mr.’s grill states that Weber stands by its products and is happy to provide warranty support for material defects in the grill or its relevant components, normal wear and tear expected. The warranty further states that: 1) normal wear and tear includes cosmetic and other immaterial deterioration that my come with ownership of your grill over time, such as surface rust, dents/scratches, etc.; and 2) “material defect” includes rust through or burn through of certain parts, or other damage or failure inhibiting your ability to safely/properly use your grill.
The photographs provided by Mr. confirm that his *** bars did not rust through. As such, a literal reading of the Warranty terms support a finding that Mr. is not entitled to replacement of these parts under Weber's warranty. However, the undersigned has reviewed the photographs provided by Mr., along with the narrative he provided to Weber over the telephone and finds that the matter deserves further review.
Mr.’s grill is approximately four (4) months old. The grill has been used 7-8 times since the date of purchase. Mr. does not live near the ocean, nor is the grill situated near a chlorinated pool. The rust shown on the *** bars in the photos provided by Mr. is not consistent with a grill that had only been used 7 times and is less than 6 months old. Mr. further stated in his narrative that when he assembled the grill, the *** bars “were not in the best of shape”. Mr. has asked for Weber’s help, which based on my findings, he is entitled to.
At Weber, we want all consumers to have a positive experience with their barbecue. When they do not, it is our job to make every effort to restore their faith in our Company and our products. It is for this reason that I have today requested that Mr. be provided with a replacement set of *** bars under warranty. In addition, I have asked our Customer Service Department to provide Mr. with a return label, so that our Quality Assurance team can inspect his existing set of *** bars in order to determine a possible reason for the premature rusting.
In the interim, on behalf of the Executive Team, I would like to apologize to Mr. for the manner in which this matter was handled. I would also like to thank him for giving us the opportunity to learn from our mistakes.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Peter
>>>Subject: My new Grill caught fire
>>>
>>>ALL,
>>>
>>>I had spoken with Karina L your consumer rep on 7/09/2019 regarding my WEBER grill that just caught fire the day before while I was grilling a Tri-tip roast. The fire surged from being small to almost catching the house on fire within a 10 minute period of time in which I only way I was able to put it out was a box of baking soda. I was promised a call back within 72 hours. As of this email it has now been 76 hours and I have yet to hear back from your organization which is very disappointing to me. I have been a WEBER customer for over 30 years and cant believe the poor customer service and promises that were made. The fire appears to be coming from the heat deflector. As you know its summer time and I would sure like to barbeque but my grill is a mess and I certainly would like my concerned address ASAP. I would hope the this email would serve its purpose and would hope to have this resolved with all parties to have a satisfactory resolution.
>>>
>>>Thank you for your time with this matter.
>>>
>>>respectfully,
>>>
>>>EDWARD A
There was a miscommunication between the intake phone representative and Mr.. Mr. believed that Weber would be calling him back within 72 hours of his initial call. This was not accurate.
Weber’s intake representative should have articulated that upon receipt of certain requested photos, Weber would endeavor to return calls within a 72 hour window. Unfortunately, this did not occur and Mr. was waiting for a call from our Incident Team, but our Incident Team was still waiting for additional photos from Mr.. To complicate matters further, Mr. reached out to the Revdex.com, to retailer *** Electronics and to Weber owners. This unfortunately, delayed the matter further.
Once all photos were received and reviewed, Mr.’s narrative confirmed that a grease fire occurred while he was grilling. Weber is providing Mr. with replacement burner tubes at “no-charge” and has educated him as to the proper manner in which to safely operate and maintain his Weber grill. Mr. is on record informing Weber’s Manager of Customer Service last night that “everything is good now”.
We apologize for the delay in addressing this matter with Mr. in a timely matter.
Please withdraw the above claim. It has been settled by Timothy P of Weber- Stephen.
Thank you,
EDWARD A