I just put my new 22.5" together last night and the lid doesn't want to fit down into the center section. I started measuring things and it is about 3/4" out of round. So I called CS today and got someone who barely spoke english. I explained to her my problem. She first said "what do you mean by center section". I said "the section between the bottom and the lid". Then she asked me if mine had a temp gauge or not. I told her that all of the 22.5" cookers had a temp gauge. She then said that the older ones did not. I told her that they didn't make the 22.5" cookers with out a temp gauge. Then... SHE HUNG UP ON ME!!!!!! I couldn't believe it. She must have gotten frustrated because I obviously knew more about the cooker than she did! They need to do their CS in house instead of hiring it out. This was ridiculous! Unfortunately I didn't catch her name. I called back and asked for a supervisor. The lady told me that there was not one available. She thought it was funny that the previous lady had hung up on me! She did end up helping me (I guess). She had me email some pictures to her so she can forward them on. She said they might send me a new piece. I really expected better from Weber.
Bad eperience with Weber customer service
- Thread starter Ryan Ko
- Start date
Sadly the pieces were so bashed up I couldn't salvage them and try to make a second smoke lol
Tim (the grillaholic)
TVWBB Super Fan
Ryan, I have to mirror what Chuck said. I had my !st experience with Weber's C/S earlier this week. (Monday I think) I called to ask about getting some burners for a Genisis Silver A Gasser I am rehabbing and they informed me the burners were still under warranty and would be sending them to me free of charge!(The burners arrived today!!) I am sorry your experience was not as good, but I feel certain they will right any wrongs, and that yours was more the exception than the rule.
Tim
Tim
I've never had an issue with Weber C/S, especially not with language barriers. Last time I called, I talked to a lady who originally was from Tennessee and even had my kind of accent!
I HOPE that Weber has not started outsourcing their C/S overseas since I have never had an offshore customer service experience that was pleasant or satisfactory. I know that is a sweeping indictment of the offshore process and I can speak only for my own experiences wit Dell, AT&T and a few others.
Please, somebody from Weber tell us that Customer Service will continue to be based right here in the good old US of A!
Pat
I HOPE that Weber has not started outsourcing their C/S overseas since I have never had an offshore customer service experience that was pleasant or satisfactory. I know that is a sweeping indictment of the offshore process and I can speak only for my own experiences wit Dell, AT&T and a few others.
Please, somebody from Weber tell us that Customer Service will continue to be based right here in the good old US of A!
Pat
fred nevill
TVWBB Member
Unfortunately I too have had less than an impressive experience dealing with Weber customer service this week. I was calling for a part so I had a spare and it is not listed on the Weber website, actually there was not any WSM parts listed on website so i called for more information.
The long and the short of my story is that I could barely understand the person I was talking to and was told that the only replacement parts they carried were on the website. I have since found out by reading a couple of other posts the parts numbers and all, but I figured if Weber didnt want to sell me a part then I dont need to buy a spare.
The long and the short of my story is that I could barely understand the person I was talking to and was told that the only replacement parts they carried were on the website. I have since found out by reading a couple of other posts the parts numbers and all, but I figured if Weber didnt want to sell me a part then I dont need to buy a spare.
Jason Nelms
TVWBB Fan
I hate to pile on but my first experience with Weber CS was not a positive one. They did follow through in a very prompt manner, but the phone conversation just left a bad taste in my mouth. That said, I still love my Weber products!
Mike Hartwell
TVWBB Pro
I bumped this in hopes someone "official" will see it and respond.
Dave Russell
TVWBB Honor Circle
I've ordered a replacement one touch sweeper kit for my OTS and had a couple of replacement gauges sent for my wsm....
...and have been nothing but pleased with Weber customer service. I've never even read about anyone having any problems with them until this thread!
...and have been nothing but pleased with Weber customer service. I've never even read about anyone having any problems with them until this thread!
They sent me an email stating that they are sending me a new center section and lid. So ultimately they are taking care of the problem. I was just extremely frustrated that they had someone answering the phone that knew NOTHING about a WSM. And then had the gall to argue with me and ultimately hang up on me! As far as understanding them... They were American as near as I can tell, but didn't exactly speak the queen's English if you know what I mean. I certainly mean no disrespect to anyone, but I couldn't understand her at all!
just to chime in again, I hope they don't outsource (start to). I have worked for major corps that did and I was face to face with people everyday and they would just scream at me because of what the company was doing (which was really annoying!) and I myself working there had to deal with the outsourcing as well. When that happened I was like WOW this is ridiculous!
fred nevill
TVWBB Member
You and I may have talked to the same person but I did not know how to put it politically correct except to say I had a difficult time understanding this gal.
Dave Russell
TVWBB Honor Circle
Yep. As fast as Weber is to take care of wsm customers, there's no wonder why their cookers cost so much. Just sayin'...
Folks will probably end up dropping the lid or a section somewhere down the line anyway, so I say if it can be tweaked without hurting the porcelain enamel, tweak away. I've already tweaked both my kettles, my dad's kettle, and my wsm, as well. Subsequently, all are nice and round, and nice and TIGHT. No problem.
Wow, my first bad experience with Weber CS happened minutes ago. An employee named Alicia does not know what she's talking about. I had placed an order for the one touch sweeper kit, and the leg/wheels kit. Well I did this online. I called to confirm that I'd be receiving the kit for pre 2000 kettle model. Well what she did was canceled my whole order and wanted me to place it over the phone with her for no apparent reason. She stated in her notes that I gave her the go ahead to cancel the order. She also stated that the late 80's model didn't have the one touch cleaning system, and that it used 3 vent dampers instead. SERIOUSLY????
They really should have some educated CS people! It is bad when the customers know more about the product than they do! I am sure that is why the one lady hung up on me. She wanted to argue with me about which smoker I had and when I wouldn't play ball with her she got mad and hung up. I couldn't believe it! I wish I would have gotten her name so I could complain to Weber about her.
If she had a small accent, it's Alicia. Urgghhh
I reordered my parts online again. Geesh! She wanted to battle with me over the vents. She asked me to go out and look at my grill to make sure, I did and she was still wrong. lol I called back and was helped by Angela, she knew what she was doing. If Alicia answers your call, don't say I didn't warn ya!
