Weber customer service?

[scm1226]

Ok I have to admit I have had really good experiences with their customer service but this past week I called them about an issue with my OTG and the welds that keep the brackets of the cooking grate on- its falling off. They said it was covered but they needed pictures.( ok, so I sent them). I also sent them the picture of the dae stamp on top.
No response from them? Weird Isn't it?
Last time I had an issue with my gasser and the cooking grates they sent them out no questions asked. Just wondering if anyone else thinks this is weird?

[el_matt]

It seemed to take a while to get my kettle hubcaps, so I called them. They said if I didn't get them in a day or two, to call back. They showed up in the mail that day. Weber CS is GREAT!!! Call them back and explain your situation, and see what they say. I imagine they get tons of contacts per day, and your issue may have fallen through the cracks. Don't worry, they'll take great care of you. Prior to joining The Brethren, I thought that Weber was over priced and over rated. After I got my kettle, and had to deal with their CS, my mind was changed 100%. I can't say enough about them an their service.

Matt

[Captain Stupid]

They might just send them to you. I was lucky enough to score a wsm from HD the other week for $56, only to find the lid and bottom assembly were damaged. They asked that I send them pictures, which I did on Saturday. I did not get a response, but today I did have two giant boxes on my doorstep.

[Harbormaster]

I would not be surprised that they asked for the pics because you are not looking for hubcaps, or a handle, or something small.
You are asking for Weber to replace the entire OTG bowl. They want to be sure it's broken before they send it.

[martyleach]

I have almost all superb feedback for their customer service ......except for the call about a week ago. I wanted to buy the handle and bracket for a One Touch Platinum. You know, the lid with the long handle. I have been asked by several people to make a wooden handle and I don't own a Platinum so.....

The CS representative said they would send me one at no charge although I said I would be happy to pay. Today, I got the little handle that comes on most Weber lids. I've got enough of those laying around here I should sell them!

[caseydog]

I've had mostly great customer service from Weber, but a few times, the people didn't know how to help me get parts. But, the kettle I was referring to was almost as old as the person I was talking to.

CD

[MrVza]

Best customer service by far...

[Fat Freddy]

It seems like the customer service is great for Weber but when I hear issues all of them are within a few days of one another. What I mean is I neither hear or read complaints for months then in a 3 day period there are a few then nothing for a long time then again a couple in a day or 2 time period.

When I called Webers customer service about 7-8 months ago on wanting to buy replacement parts for my WSM but nothing was listed on their website. I talked to a lady that was tough to understand but from what I could understand she was telling me that they dont sell parts for the Smokey Mountain. Since it wasnt a warranty claim or anything I just let it go, but that day on the weber bullet forum there was a person who was saying almost the exact same stuff that I did. By the next day myself and one other person had put the same stuff for close to the same time on the same day. We all said the same thing about a lady that was hard to understand.

I just think maybe I got someone new. I have had much worse dealings with other companies so I am more than willing to give Weber the benefit of the doubt.

[mbshop]

yea, it seems they don't use their email. i got really upset cuz i never recieved an answer after 3 emails. then the warranty parts just showed up. nothing from them one way or the other before that. so i think that it's one of those "no news is good news". so i'm still not that impressed as their customer relations really suck.

[Midnight Smoke]

For a company with the reputation as Weber has, it does not bother me if a few issue fell between the cracks. They seem to always take care of the customer. That says a lot about the quality of service. Sometimes there is more to the story than what is stated.

[scm1226]

Thanks for all the responses. I will keep you all up to date after I hear from them. I hope no news is good news. I love all of my webers (6) I wouldnt change that.

[cheeaa]

I love them. when i ordered an OTG from Amazon, it got to me with a huge chip on the lid. I called them up, told them the situation and the lday said they'll send out a new one. I asked if they wanted pictures or for me to send the old one back and she said dont worry about it, just do whatever you want with it. literally two days later (I called on a saturday) I had a new lid. Now I have an extra if I decide to make a UDS.

[troytime]

their service is great, but they kinda suck at email (email skill is dependent on the individual representative)

last fall i had to send in a pic. i waited 2 weeks and never heard back.
I resent the email and CCed the main customer service email address.
I received a response back the same day and had a new bowl on my doorstep the very next day.

[Phubar]

Weber service on this side of The Pond is most excellent!

[buccaneer]

Weber service in Australia is extraordinary.
Should be too at 300% higher prices than the USA!