Weber just came out of radio silence... her is what they just emailed to my request for a refund...
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Hi Clint,
Thanks for getting back to me. We designed Smoke Fire to direct ash (and grease) downward, avoiding food as much as possible. Wood naturally produces ash while burning, so there is a possibility with any pellet grill that some ash is found inside of and below, the cookbox. Weber engineers took great measures to uniquely design a pellet grill that directs ash down and into an enclosed system so that very little ash should ever reach the cooking grate area.
You'll notice more than usual the first time your grill is used, and that is okay. We recommend cleaning the burn pot and cookbox push the ash into the ash and grease drawer with the provided Weber scraper. See your owner's manual for more details. Please keep in mind the grill is designed for Weber all natural pellets for optimal performance.
As always please let us know if you have any further questions or concerns.
Thanks and happy grilling!
Sean M
Weber Consumer Care Team
Weber-Stephen Products LLC “
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Hi Clint,
Thanks for getting back to me. We designed Smoke Fire to direct ash (and grease) downward, avoiding food as much as possible. Wood naturally produces ash while burning, so there is a possibility with any pellet grill that some ash is found inside of and below, the cookbox. Weber engineers took great measures to uniquely design a pellet grill that directs ash down and into an enclosed system so that very little ash should ever reach the cooking grate area.
You'll notice more than usual the first time your grill is used, and that is okay. We recommend cleaning the burn pot and cookbox push the ash into the ash and grease drawer with the provided Weber scraper. See your owner's manual for more details. Please keep in mind the grill is designed for Weber all natural pellets for optimal performance.
As always please let us know if you have any further questions or concerns.
Thanks and happy grilling!
Sean M
Weber Consumer Care Team
Weber-Stephen Products LLC “