Tim Dickey
TVWBB Member
I bought brand new 22 1/2"WSM 3 weeks ago while I was in KC. I got it home, put it together and discovered that the barrel was out of rounf and did not mate up correctly.
I called and was assured that a new one would be shipped out the next day.about a week and a half later when it hadn't shown up, I called again and was told that there was no order placed to replace it. the lady said that she would see to it that one would go out the next day. About a week later, still no new barrel, so I called again. this time I was told that there was a back order because they weren't stocking any parts being stocked yet, and that they had no idea when they might begin stocking them. In other words, I bought a defective one and for quite a while to come, I was stuck with a $400 purchase that was of no use.
I asked to speak with a supervisor and was told by her that there was nothing they could do. At that, I suggested that they should not be shipping out new units for folks that hadn't bought one yet if they couldn't stand behind the ones that folks had already bought, and suggested also that they should take one from a new unit and send me one of them.
She said she would check and see the next day if they could do that and then promised to call me at my office the next day. It is now the next day and guess what, no call.
If I had any idea that customer service would be so poor, or that the company would not do any better job of standing behind their product than this, I would never have bought the unit, and as it stands right now, I will not buy another Weber product.
I would also encourage anyone that is considering buying the new WSM, that they should wait until at least they start carrying replacement parts for warranty, or for that matter, with their cust. service quality falling off like it has, perhaps concier not buying Weber products at all.
I suppose this is just what happens when a company gets too big. They just decide that they don't care about a customer of 35 years because they can always get more.
I called and was assured that a new one would be shipped out the next day.about a week and a half later when it hadn't shown up, I called again and was told that there was no order placed to replace it. the lady said that she would see to it that one would go out the next day. About a week later, still no new barrel, so I called again. this time I was told that there was a back order because they weren't stocking any parts being stocked yet, and that they had no idea when they might begin stocking them. In other words, I bought a defective one and for quite a while to come, I was stuck with a $400 purchase that was of no use.
I asked to speak with a supervisor and was told by her that there was nothing they could do. At that, I suggested that they should not be shipping out new units for folks that hadn't bought one yet if they couldn't stand behind the ones that folks had already bought, and suggested also that they should take one from a new unit and send me one of them.
She said she would check and see the next day if they could do that and then promised to call me at my office the next day. It is now the next day and guess what, no call.
If I had any idea that customer service would be so poor, or that the company would not do any better job of standing behind their product than this, I would never have bought the unit, and as it stands right now, I will not buy another Weber product.
I would also encourage anyone that is considering buying the new WSM, that they should wait until at least they start carrying replacement parts for warranty, or for that matter, with their cust. service quality falling off like it has, perhaps concier not buying Weber products at all.
I suppose this is just what happens when a company gets too big. They just decide that they don't care about a customer of 35 years because they can always get more.
