Weber Customer Service Issues

I own a Weber [redacted] grill (Serial # AR[redacted]) that I bought on July 2, [redacted]. I registered it on July 4. Lately, I've been having issues with the flame. Even though I cleaned the burner tube following the Annual Maintenance, I find myself doing it more often. The flame has shrunk to around 1/4" in height and is a total blue color. It seems shorter than when I first used it. As a result, the temperature doesn't go beyond [redacted] degrees. I would appreciate any advice as we use the Weber grill frequently and enjoy it when it's functioning correctly.

I spoke with an associate earlier today who mentioned I would receive an email to send a picture of my issue. Even though I have a 10-year warranty, I don't understand why a picture is needed since I am honest. However, I haven't received the email yet. The problem I am experiencing is with the E-[redacted] grill. Following the instructions, I preheated it and brushed it, but I noticed a rust color on the grates after brushing. This has happened each time I've used the grill (4 times in total). Additionally, I see the grates turning light grey with spots where the porcelain seems to be chipping off, causing food to stick. I believe the grates are faulty and should be replaced. I have been using your products for many years and also sell them, and I wouldn't want my customers to face the same issue.

I bought a Weber E310 Spirit II this week, and while my husband was installing it, we encountered an issue at step 20. The cross member holes didn't line up properly. When I contacted Customer Support, they suggested just putting one screw in and pulling hard to align the holes. I spent $[redacted] on this grill! This is unacceptable. I believe I should receive some form of compensation as this doesn't meet the usual quality standards of Weber products. I've bought two Weber grills before and never encountered such a problem. I think a credit is warranted considering the high price of your products. It's important to ensure the frames are manufactured correctly to avoid upsetting more customers in the future.

I recently purchased my first Weber gas grill at the age of 70. After easily assembling it, I conducted the initial burn. All knobs were turned to the highest setting, and I ignited them, letting the grill heat up for about 15 minutes. The thermometer reached around [redacted] degrees without any smoke or burnt smell. Following the instructions, I wire brushed the grill grates and wiped them with a clean cotton towel. While cooking burgers, I noticed the temperature dropped slightly. Even after attempting to increase the heat, I couldn't surpass [redacted] degrees. In comparison, my previous Charbroil 3 burner could reach temperatures as high as [redacted] degrees without any issues. I am unsure if the problem lies with the grill or if I am making a mistake in operating it.

I purchased a Weber Spirit II E-[redacted] grill from Amazon on April 12. The external packaging arrived in perfect condition, but upon unpacking, I discovered three severely bent legs. Despite Amazon offering a full credit for the return, I decided to attempt to straighten the legs with pliers and completed the assembly. While it may not look ideal, the grill appears functional. The warming rack only fits properly on one side, and I have been unsuccessful in reaching Weber's customer service via phone or chat. I am hoping Weber can provide a reasonable refund of approximately $[redacted]-$[redacted] for the product defects and supply a replacement warming rack. Having been a long-time Weber customer, I expected better service and quality, even considering the challenges of COVID-19. Your assistance with this matter would be greatly appreciated. Thank you, John B.

I recently ordered three replacement parts for my grill from Weber at 1-[redacted]. Unfortunately, upon receiving my package, I discovered that I only received one incorrect piece for a different grill model. Despite understanding the challenges of the current situation, contacting them has been difficult. I have emailed multiple times without a response and have spent hours on hold trying to make contact. Finally, I managed to speak to a representative, but our call was abruptly disconnected when I mentioned the issue. This experience has been very frustrating, and I need guidance on how to return the incorrect part and obtain the correct replacements without further hassle. Though I have always supported Weber, this incident has made me question whether to continue. If someone could reach out to me at [redacted], I would appreciate it, or please follow up with me via email.

I purchased a Weber Genisis 3 Burner with sear station grill about three years ago. Since then, it has only worked intermittently despite having the fuel hose/reg kit replaced shortly after buying it. The issue is with the heating as it only reaches around [redacted] degrees after igniting. I tried following the instructions on your video and FAQ page, thinking it might be a bypass problem, but it did not resolve the issue. I attempted it multiple times, waiting as directed, but to no avail. Should I consider getting another hose and reg kit? I have always been a satisfied customer of Weber, using your grills for many years without any problems. Now at 80, I am seeking your advice on how to proceed with fixing this problem.

I returned an e6 that I spent hours working on without pay as a technician to replace parts and diagnose on May 12th. After reaching out to customer service multiple times, on the third attempt, the representative acknowledged there was an error and assured me of a refund. However, days have passed and no refund has been issued. When I followed up, the new representative admitted there was a mistake and promised to rectify it. Frustratingly, when asked to speak to a supervisor, I was told it wasn't necessary. I insisted on escalation due to the repeated occurrences of unfulfilled promises. I am awaiting a call from a supervisor promptly.

I am in need of a wiring diagram PDF for my grill, specifically CPI part number [redacted]-02. The igniter is not working due to wiring damage from an animal. The side burner has never worked since we purchased the grill from Angersteins in DE. Despite multiple attempts to have it repaired or replaced, no solution has been provided. My late husband, Stewart, and I were excited about the Weber grill, but his illness and subsequent passing prevented us from enjoying it fully. We trusted the reputation of the company but have been let down. Any help to repair the igniter and side burner would be greatly appreciated. Thank you in advance for your assistance. You can reach me at [redacted]

I recently upgraded my smoke and fire grill with a new hopper slide insert, auger, and tube, and ensured the software is up to date. I set it to [redacted] degrees for a slow-cooked Boston Butt, and initially, it held the temperature well. However, after around 2 hours, the temperature began to drop significantly to [redacted] degrees, accompanied by thick white smoke. Finally, there was a sudden ignition, shooting the temperature over [redacted] degrees. Unfortunately, this resulted in my Boston Butt being ruined. Being in my mid-70s and a long-time fan of Weber grills, I am seeking guidance on understanding and trusting this new grill better.

My Performer has rust, which is the second time in about three years. The axle and wheels fell off, making it unsafe. I had the legs replaced before, but now the rust is on the lower shelf. I would like to refurbish all the rusted parts and peripheral items. I need an idea of the cost for the following components according to the schematic: - 30 Leg Frames - 10 Axle - 15 Wheel Covers - 36 Bottom Wire Rack - 35 Leg Frame Bracket Clamps - 11 Bumpers Leg Frames - 29 Rear Panel - 16 Front Panel - 33 Castors - 34 Castor Inserts I use this product daily, so a prompt response would be appreciated. You can reach me at [redacted] or [redacted]. Thank you, Bob Pilarski

My Weber Grill, for which I paid a lot of money and has a warranty, caught fire. It was repaired once before in June [redacted]. Despite Weber sending the replacement parts five months ago, they have been sitting waiting to be installed. I have contacted multiple agents and supervisors and have received promises that have not been fulfilled. I have been patient, but after five months, I am frustrated. The situation is dangerous, and I do not want to attempt the repair myself as advised by Weber. I am reaching out for immediate assistance or a refund as this situation is concerning. I will escalate this further if not resolved promptly.

I am a proud owner of the Weber Gas Grill, model [redacted], which I truly love. However, I have experienced issues with the "crossover ignition unit" failing multiple times over the years. Despite purchasing and installing Weber grill replacement ignition units, they have failed within a year or two. I got the grill when in Colorado Springs, where it was well-covered, seeing the first failure in [redacted]. Since moving to Oceanside, CA in [redacted], we have replaced the igniter unit twice. The replacements were authentic Weber brand parts for Model [redacted]. The grill is used around three times a month. Seeking guidance on obtaining a higher-quality replacement or any alternative suggestions. Thanks! Philip C., PhD, Lt. Col. USAF (ret), Oceanside, CA.

I recently purchased a Weber Smokefire EX6 pellet grill on 6/18/[redacted]. The grill was registered with serial number UA[redacted] and assembled on 6/21/[redacted]. Upon setting up the controller and attempting the burn-off, I encountered some issues such as auger jam warnings before downloading a software update. The pellets failed to ignite during the burn-in process due to the igniter not being correctly placed. After initiating the shutdown procedure, the grill continued dispensing pellets non-stop until I unplugged it. Subsequent attempts to restart the grill have been unsuccessful as the screen remains blank with no response. I reached out to customer support and filed a warranty claim, receiving claim number [redacted]. Despite reaching out multiple times via email, I have not received any assistance or updates within the promised 48-hour timeframe.

I purchased a Spirit E-[redacted] grill from Lowes with the understanding that it would be covered by Weber's 10-year warranty. Despite maintaining it well, the bottom rusted out and the door fell off. After purchasing a new bottom piece, I encountered difficulties due to rusted brackets and stubborn screws. The wheels are also cracked. I am disappointed that the supposed quality of Weber did not hold up, making it more expensive to repair than to replace. This was meant to be a long-term investment for my retirement, but it has not lived up to expectations. Unfortunately, this experience has led me to lose faith in Weber products and I will not be purchasing from them again, nor will I recommend them to others.

I purchased a Spirit E-[redacted] grill from Lowes with the understanding that it would be under Weber's 10-year warranty. Despite cleaning and covering it properly, the grill's bottom rusted out, and the door fell off. Due to health issues, I only started fixing it today. Unfortunately, the screws are stuck, the wheels are cracked, and the brackets are rusted, making it challenging to reattach the bottom to the main frame. If I had known it wouldn't be covered by warranty and would rust so quickly, I would have purchased a cheaper grill. This was meant to be a quality grill for my retirement, but it has become a disappointment. It seems fixing it will cost more than buying a new one. This experience has made me lose trust in Weber's products.

I invested over $[redacted] in what I believed was a top-tier product. I've had to replace the regulator twice already. I hope you can resume solving this issue and address my concerns. I have corresponded via email with your technicians about the side burner not igniting, providing all requested photos and answers. Despite this, the problem persists. While my other burners ignite properly, the side one worked initially but now requires a match. This indicates it's not a fuel problem. When I bought the grill in July from Ace, I was assured Weber had excellent customer service. Unfortunately, recent experiences contradict this as my issue remains unresolved despite promises of potential technician dispatch. Ace's recommendation of Weber's service prowess seems exaggerated.

I am a skilled griller experiencing several issues with my grill, such as ash buildup, temperature fluctuations, and problems with the auger and pellets that almost caused a fire, ruining an expensive brisket. Despite using a drip pan and trying various solutions, the problems persist. I have stopped using the timer function and am reaching out for help to either repair or replace the grill. I am a plumber by trade and have tried numerous methods to resolve the issues, including thorough clean-ups after each use. The auger has been dropping pellets incorrectly, leading to unburnt pellets accumulating in the grease trap, posing a fire hazard. Please contact me at [redacted] to address these urgent concerns. Thank you, Tim M.

Hello, I work at a church located at [redacted] Lakeshore Avenue in Oakland, CA [redacted]. We have been using AWeber as our mailing tool for our WordPress website. Our pastors write blogs on WordPress, which used to automatically transfer to AWeber for mailing. Unfortunately, this feature seems to no longer be working, requiring us to manually copy and paste the content into AWeber. Our technical support person mentioned that there may have been significant changes at AWeber causing this issue. We are wondering if your company is aware of this recent problem and if there is a solution available. Please send your response to Pastor Jim at "[redacted]" and also cc me at "[redacted]" Thank you for any help you can offer.

Hello! I'm a member of a church using AWeber for mailing. Our WordPress site allows pastors to blog directly, but we've noticed an issue. Blog posts used to automatically transfer to AWeber for mailing, but now we have to do it manually. Our previous tech support mentioned AWeber's changes may have caused this problem. Are you aware of this issue, and do you have a solution? We'd be grateful for any help provided. Please contact Pastor Jim at "[redacted]" and CC me at "[redacted]" Thank you!