Kudos to Weber CS


 
D

Dex from NJ

TVWBB Fan
I must say Weber has the best customer support.

I called last week because the grate on my almost one year old genesis was rusting along with the smoker grate I was using with it.

Also, my brand new 22.5 smoker was rusting on the lid and by the handles. Also, there was water in the thermometer (it rained a little during my last smoke- not sure that should matter).

The rep asked me to email pictures and shortly after I received an email stating everything will be replaced.

I'm not sure what the chances are of everything rusting, but to get it all replaced eased my stress level.

It is odd because I am not near the shore and both grills are covered and protected.

Any ideas what may have happened? And is water in the thermometer a normal occurrence?
 
We've had a number of reports of moisture inside of thermometers. Sometimes it's condensation inside the glass. In your instance, it sounds like water leaked in. Hopefully the replacement will work better.

Rust won't happen without moisture, so even though you're not by the shore and you're covering your grills, you're getting moisture in there. The vinyl covers are not waterproof; water will come in through the seams, which is a point of frustration with Weber covers. This FAQ item provides more info, including fixes: http://virtualweberbullet.com/faq.html#water

Best bet is to keep them under a covered patio, if possible. If you're already doing that and you're still getting rust, maybe it's related to high humidity?

Rust on the lid by handles is usually reserved for old age...it eventually happens to most of these grills, given enough time. But unusual for a new grill.
 
Thanks for your feedback. Appreciate it.

Very odd, my genesis was covered on my old deck up until 3 months ago. I then tore it down in favor of pavers. Not sure how it rusted, unless it was due to humidit

I am actually using two covers on my two month old smoker. I use the cover that came with it and bought the premium one which was supposedly waterproof. I put the "premium" cover on top of the stock cover.

I recall reading on here the stock cover wasn't waterproof although Weber claims it is.

I will read the FAQ to see if I can use one of the fixes. It sucks those problems exist. Hopefully the new one won't suffer the same fate.

Out of curiosity, how long does Weber replace rusted parts for? If I have the same problem in three years, will they still replace it?

Thanks again.
 
MY Genesis grates started rusting after 3 years and now they are pretty bad at the almost 4 year mark. I posted some picks under just conversation. I think I had a particularyly high heat(fire) cooking session that removed some of the porcelain enamel and it went down from there. Weber has sent me a new set of grates and I noticed the new set is much thinner than my old set. We will see how long they last. I am going to try rotating the grates and using both sides in hope the grease will somewhat season both sides and help protect. If this set fails in 4 years I will step up to stainless. FYI I also only got 3 years from my bars. Good luck.
 
That make sense Chris.


I didn't even think about stainless grates. I have to see if weber makes any.

Can you really use both side if the grates?
 
They make ss grates with7 mm diameter rods. You can call Weber and they can give you the number.

The two sides are the same material just different widths so I don't see why I can not cook on both. Good luck
 
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