Hello from Tucson


 
T

T Gaule

New member
I have owned my EX4 since January 2020. I have made all the updates to convert it to generation 2. I have been very happy with the grill until recently. When not in use I store the grill under an overhang on my patio. I roll it out onto an open area whenever I cook which is typically 2-3 times a week. Unfortunately, the last time I started to move it the right rear leg broke off (see photos). Basically, the leg mount broke. I contacted Weber, but they are not willing to cover under warranty since I caused the damage by moving the grill. As some of you may be aware they don't sell the leg mount separately, so I need to purchase the entire cook box. Weber is offering me a 20% discount plus free shipping. Not sure why they install wheels on the grill if I can't move it. My patio is level. Looking for suggestions as to how I can reinforce the legs. I am still hoping that Weber might offer me a better benefit, since I feel the damage is due to a design defect. If anyone has an extra leg mount I would be interested in purchasing. Hope to get back to grilling/smoking soon.
 

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This so not cool, they blame you for the damage because you moved it?
Then why did they install wheels on a grill that they do not want you to move?

You suppose to keep it out in the yard and go flowers around it like build it into the landscape
So when it rusts away it can hide in the flower bed? So wrong on to many fronts.
 
They put wheels on it so it could be rolled around, end of that discussion. I think I would try and take this fight to a higher level. If this was a fluke occurrence I'll bet they would have covered it no problem. They must have an abundance of this same complaint for that grill.
 
Good news. A manager from Weber called me today. They are going to replace the cook box at no charge. They are also going to pay to have a service team come to my house to perform the replacement. It's just my wife and myself at home, so it would have been difficult for me to do the work by myself. I still don't understand why they don't sell the leg mount separately, but nevertheless I appreciate Weber standing behind their product. Hope to be back to grilling soon.
 
Sorry for the initial headache, I understand that there are several members of this forum that are employees and they have shared a lot of information both ways. I have no clue whether or not that may have had a little impact on the call from the office but, no matter what, I’m glad they are taking the right position on getting this problem addressed! If it’s not supposed to move, don’t put wheels on it!
 
T Gaule said:
Good news. A manager from Weber called me today. They are going to replace the cook box at no charge. They are also going to pay to have a service team come to my house to perform the replacement. It's just my wife and myself at home, so it would have been difficult for me to do the work by myself. I still don't understand why they don't sell the leg mount separately, but nevertheless I appreciate Weber standing behind their product. Hope to be back to grilling soon.
Click to expand...
Weber is not a "small company". I know from experience that larger companies sometimes take longer to make "the right decision" Also very glad to hear Weber did the right thing. Hopefully they's beef up that design on future models. Grills need to roll on imperfect surfaces and minor bumps/obstacles without any risk of the the dang legs breaking off!

My WSK is a tank in terms of the legs and casters. Maybe a different group of engineers did the Smokefire.
 
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