Weber-Stephen Products Reviews (%countItem)
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Weber-Stephen Products Rating
Address: 1415 S. Roselle Rd., Palatine, Illinois, United States, 60067
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Spoke to 2 FANTASTIC people today ... A Women named Carol at approx 350 PM and another named Mary at approx 440 PM.... I believe both were from the Wisconsin area... Calling on a 15 year old Genesis Gold Grill which is as good as new .... maintaining it over years.... Bottom line is that these two individuals had to be the BEST service folks I have Ever had the pleasure of dealing with....4 Stars in all Categories....Product Knowledge...Sense of Urgency....Delivery options as to part needed... TRUE PROFESSIONALISM...! Talk about the reason for a Companies success over the years... !
Weber grill purchased used caught on fire on a control *** in the off position. Luckily walked out to catch it burning before it spread further. Call W and was told because it was second hand they would only sell sell me a fix. Because it was a fire in a part that was not in use and was close to burning down my entire house I feel they should have stepped up and not sold me a pet to fixz the fire hazard part but shipped a replacement for free. This is not a good company that is concerned with the buyers of their products but just looking to make more money.
Mr. S is the owner of a second-hand (12) year old *** gas grill. Mr. S acquired the subject grill (which was included with the purchase of his house) from the original owner of the barbecue. The first line of Weber’s warranty is clear when it states: Weber-Stephen Products hereby warrants to the ORIGINAL PURCHASER of this Weber® gas grill.
Weber’s warranty also states that it does not cover any failures or operating difficulties due to accident, abuse, misuse, alteration, misapplication, vandalism, improper installation or improper maintenance. Please be advised that the photographs provided by Mr. S show that the grill is currently hooked up to bulk propane and is being used with a non-Weber authorized factory hose and connection. The initial photographs provided by Mr. S confirmed that the grill was in need of maintenance as portions of the burner tube openings were blocked. Any warranty that would be in place for an ORIGINAL PURCHASER would be voided in view of these conditions which are associated with the ALTERATION and IMPROPER MAINTENANCE of the grill.
Weber’s Customer Service Manager maintained her professionalism and composure while Mr. S made disparaging comments about our Company and the manner in which we treat our customers. Reimbursement of the purchase price of Mr. replacement part is not appropriate. There is no warranty associated with his barbecue. Mr. S provided his credit card information in order to purchase the necessary part(s) which allowed him to continue grilling.
Complaint: ***
I am rejecting this response because:
While it is true I am not the original owner. When I first contacted the company there was never any mention by Peggy the lady taking the call and who sold me the part that caused the fire of any issues with my maintenance nor any clogged burners. When I contacted the manager about this the story changed from her. She said the fire was caused by a grease fire becasue I did not clean the grall. The photos did not show any sign of fire and I told her there was not grease fire. Then her story switched to I did not clear the burner holes and that might have caused that valve to catch fire. First of all that center burned was not in use and was in the off position.
Webers response is true that is disparaged her company. Their product could have burners down !y home. They started making up reasons their part failed and caused a fire. I stand behind my position that they are a shoddy and not well managed company for the way they handled this problem. A prime example of why I believe they are poorly managed is becasue for treatment like this experience and the fact that they would not cover the cost of the repair I can assure your they will lose way more than $135 in future sales. I have begun telling everyone in my *** I own about how dangerous Weber Grills are and how bad a company they are.
Sincerely,
Jack S
In 2012 I bought a Weber *** gas grill from the *** I was told by the salesperson the warranty covered "everything".
The lid on the grill has rust. Come to find out they no longer make the lid. I looked online and this seems to be the issue with others. Why give a warranty of 25 years if it cannot be honored? It is really ignorant that they would not think ahead. The lid itself costs over $100. In lie of this cost, I asked if they would replace the bottom panel ***he left hand trim *** and the button *** These parts with shipping total less than half the price of the lid. They would only offer a discount. When I called the 1st time, a supervisor offered to waive shipping. When I called a 2nd time and was ready to place the order, I was told "this would not be possible". It is ridiculous a painted steel part would rust out so quickly. I do not leave the grill near moisture or live within 500 miles of a coast. I don't understand why they cannot make this right. I have used Weber grills most of my life as well as my parents, and thought a company would stand behind their products better.
The parts that Mr. G has requested were sent to his residence at no-charge on April 23, 2019. Weber apologizes for any inconvenince that this matter caused.
I purchased a pre-set up Weber Grill from *** 7/29/17. When I got it home, it did not heat up past 250 - 300 degrees. I tried the grill many times over the next few months and had the same issue. I called HD and they said bring it back and they would replace. I don't own a truck so my brother helped me transport it. Then the manager said I actually needed to contact Weber directly and they couldn't help me out despite what I was told over the phone. I couldn't transport it back at the time so I had to leave it with customer service until my brother could come back and pick it up. In the meantime, I called Weber customer service and the rep said she would call HD and have them transport the grill back to me and she would take care of it from there. The guys from HD brought the grill back carelessly in the back of one of their own pick up trucks. The heavy grill grates that I had separated from the grill were dumped back inside on top of the burners. There was also damage done to the back of the grill. I let the Weber agent know about this. She said she would not be comfortable with a grill that had been treated that way. She had me test multiple functions on the grill to pinpoint the issue. She sent me multiple parts to replace myself one at a time and test to see if those replacements were the issue. This spanned about 3 months and nothing we did worked. She finally had a local rep come out and replace additional parts and he was seemingly able to get it to function. Since then it worked a few times but it is now having the same issue where it won't heat up past 300 degrees. I contacted Weber customer service and let them know I feel strongly the unit is defective and should be replaced. One rep agreed and even sent me a link to their new grills but then went back on that offer. They want to have the rep come out again. Each time they order parts or schedule the rep it is about 2-3 weeks before we the next step. Please help to resolve.
Company has been in contact with the consumer and is pleased to report that the matter has been resolved to his satisfaction.
I have a Weber Genesis Silver grill which I purchased in 2008. I called Weber Customer Service because the lid on my grill has cracked and now developed a hole and needs to be replaced. The lid comes with a 25 year warranty. Customer service representative told me that they no longer have those lids in stock or make them. I don't understand WHY? If the warranty is 25 years I should be able to get the lid no matter what. I am only at the 10 year mark so the warranty is not even half way through. I asked if there is another lid that they can send me from a different grill that fits my Genesis Silver? They said NO. I was then transferred to the Supervisor which offered to give me a discount on a brand new grill which was about $400. I told her that I am not interested in purchasing another grill since my grill is only 10 years old and I have spend a lot of money on the original purchase because of the great warranty that they promised. She said she can't do anything for me and hung up. Please let me know what steps I need to follow. Thank you in advance
Please be advised that Company has spoken with Mr. R The matter is in the process of being resolved to his satisfaction.
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,
Michael R
I purchased a brand new Weber gas grill *** from an authorized dealer at a discounted price because it was a couple years old and when I unpacked it from the box it was shown to have a dent in the front panel. Weber grills refused to replace the panel under warranty due to the fact that I did not pay full price for the item. Their specific warranty terms do not mention anything regarding coverage based upon what the consumer pays at the retail store. They offered to sell me the replacement part at a discount in lieu of covering it under warranty.
We apologize that Mr. F was provided with inaccurate information from a 'temp" Customer Service representative. Mr. F's grill is entitled to and covered by to the full warranty associated with the purchase of his grill. As such, a replacement control panel was shipped to his residence at no-charge. The control panel is scheduled to be delivered by the end of service today (6/28/18).
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,
Tad F
May 1st 2018 Today, I contacted customer service for covered warranty purposes and, they come out with an interpretation that it only covers one-time-incident. Meaning, that I have to pay for any or every item I am in need including shipping. It calls my attention because items are covered from 3 to 25 yrs depending the part of the Weber BBQ that I might be in need. My request for the Igniter kit is not covered by date but, the set of burner tubes for 3-burner Spirit are covered for 10 years as per Owner's guide at the time of my purchase ((January 4, 2012- receipt available)). Not to mention that it is not stated that the warranty works one-time-only.
Mr. O is correct. His burner tubes carry a 10-year warranty. We apologize that Weber’s Customer Service Representative provided inaccurate information. Also, it should be noted that Weber does not have a “1-time replacement” policy. The grill and its component parts are covered for the full term of the warranty period. Please be advised that we are taking steps to educate the Rep so that no additional misinformation is provided to consumers. We thank Mr. O for calling this matter to our attention.
With respect to the Complaint, Weber’s records indicate that the subject grill was purchased on 1/1/2012. As such, the warranty on Mr. O’s burner tubes expires on 1/1/2022. The ignition assembly however carries a 2-year warranty, which expired in 2014. As an accommodation, in order to resolve this matter, Weber will provide Mr. O with replacement burner tubes which he is entitled to under warranty AND an igniter assembly at no-cost. Unfortunately, shipping costs are not part of Weber’s warranty and must be paid by the consumer. Should Mr. O elect to accept Weber’s offer, we invite him to call Judy M, Manager of the Customer Service Department at Weber ***. Ms. M is awaiting his call and is happy to complete his 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,
Jorge O
This company has a limited supply of parts available directly off their website, in order to get any parts for a grill you have to call their customer service line. In all fairness they do offer all parts for your unit and the staff on the customer service line is great, however here is the kicker:
If you do not have your full serial # and a list of detailed pictures and are not the original owner that registered it they will not sell you parts.......WTF? So lets say for example you buy a vacation property and a Weber Grill conveys with the property, your grill messes up, the sticker in the case is worn with no serial # that you can read but you are able to identify the exact model # and part # you need....let's say for example it's a 2007 model *** Ep320lp and the manifold part # specific to that year is a #***1, that's great but they will literally not sell you parts. Is this how one of the few remaining durable grill companies stays in business by forcing you to just buy a new Grill? This is why I buy disposable char-grill units for a fraction of the cost.
At Weber, our top priority is the safety of our customers. Since 2007 (and long before), our WEBER gas grills have undergone significant structural and operational design changes. Because of these changes, gas train components are not “unisex” or “universal”. Providing and installing the wrong valve, hose/regulator or manifold could result in a gas leak, fire or explosion leading to serious bodily injury or death or damage to property. In order to ensure safe and proper operation of all WEBER grills (as mandated by the regulatory certifications associated with all WEBER gas grills), we must provide correct parts for the specific grill model, make and year of manufacture. When a serial number cannot be located, our U.S. based Customer Service team can assist with proper identification of a grill. Photographs provided by the owner as well as Weber’s archive of Owner’s Guides and Assembly instructions on www.weber.com are valuable resources to confirm the make, model and year of a WEBER grill. This will ensure that any replacement parts ordered and/or purchased are the correct components for the grill. While we truly apologize for the inconvenience you experienced with having to contact Weber’s Customer Service for assistance, Weber remains committed to taking every step to keep our products, and most important, our customers safe. We renew our request for photographs of your grill in order to assist you.
I called Weber after receiving one dented grill from *** and another one with paint/ enamel coating bubbling and minor dents. The customer service rep immediately told me she wants me to be 100 percent satisfied with their product and that they would send me a new grill. It was the least amount of time I have spent on the phone with a customer service agent and I wasn't even asking for a replacement. It is refreshing to see a company that so seriously stands by their products and wants their customers to be 100 percent satisfied. It's no wonder they have customers for life; I am now one of them.
While preheating our Weber Summit gas grill the cooking box became extremely hot and melted all the knobs to control and light the grill. When I contacted Weber they began by telling me that the model I have did not come with wheels it had to be built in. This grill came shipped on a pallet with wheels attached. It can be built in but is not required. Weber tried to blame it on the propane hose and requlator for the overheating but I have used the same set up on my smoker and another grill . Weber service rep was rude on questions and wanted pictures which I complied with and sent them. This quality of grill never should have overheated on the settings for preheating.
At Weber, we want everyone’s experience to be a positive one. We apologize that the consumer did not feel he was treated with respect, and appreciate the opportunity to address his concerns. When the consumer initially contacted Weber on 5/3/17, he indicated that he had placed chicken on the grill after preheating and was working in the yard when he noticed flames in the cookbook. This narrative would be consistent with a grease incident associated with the grilled chicken. However, in the Revdex.com Complaint, the consumer makes no mention of the chicken or the flare-ups, only referencing the preheating stage and the fact that the grill “overheated” and the knobs melted.
The grill in question was designed to be used in a built-in construction, but for some unknown reason, the consumer is using the grill in a free-standing mode without side tables. While not required, use in this manner is not recommended. The consumer states in the Complaint that “I have used the same set up on my smoker and another grill”. This information that was also not previously communicated to Weber, and requires explanation. It is unclear as to whether the consumer is using a genuine Weber hose & regulator assembly on his Weber grill, and removing it to be used on “another grill”; or if he attached a third party hose & regulator assembly to his Weber grill.
At this juncture, there appears to be two (2) different narratives, both of which need to be clarified. At this juncture it is too premature to determine what occurred with the consumer’s grill as there are several unanswered questions which need to be answered in order to determine what occurred. As the consumer did not indicate a “Desired Resolution” in the Complaint, we invite him to contact Weber’s Manager of Customer Service who will discuss our questions and concerns in detail and can assist him with determining what happened with the subject grill. As the damage to the grill appears to be quite minimal from the photographs provided by the consumer, Weber is happy to replace the damaged components at no cost. However, this can only occur when more information is provided by the consumer, so a clear understanding of what transpired prior to, during and after the incident can be obtained.