Warranty claim experience


 
Chris in Louisiana

Chris in Louisiana

TVWBB All-Star
So my 2008 Spirit lid, the interior lining part, is rusting and has some holes in it. I was going to use that as an excuse to get a new Genesis next year, but as I was shopping on the Weber site I clicked on warranty info and saw that the shroud (lid) is warrantied for 25 years.

So I took photos of the rust, dug out my receipt and serial number, etc., and prepared to litigate with the Weber warranty folks.

I did not need any of it. Melissa, who took my call on a Saturday afternoon, could not have been nicer or more helpful.

She pulled up my registration information (always register!), asked me if there was anything else wrong (thermometer went out a year ago), said a new entire lid is on the way, and have a happy Fourth of July! She's also going to try to send me one of those plastic leg tips for my kettle (which I lost).

It is rare to call a company, speak to a real American human being (on a weekend, no less), and have them stand solidly behind their product. Thank you, Weber, for being one of the few.
 
i'm glad to read that things went well. most times they do. but my last experiance with them was soooo bad that i have basically soured on weber service completely.
the products are fine. accuse me of trying to rip them off and we have a massive problem.
 
Glad things worked out well Chris. Sorry you had a bad experience with them George, it certainly doesn't seem to be the norm. The one interaction I had with them couldn't have been easier.
 
Weber customer service is without rival. There a lot of companies that could take lessons from Weber. All my interactions with them have been nothing short of spectacular.

-rog
 
I have only great things to say about Weber customer service. I've only used them twice; once for a missing bolt on my Genesis, and another for the door handle on my 22.5 WSM. Each time the service was freindly, knowledgable and without hassle.

It's really nice in today's age where it seems most companies are "racing to the bottom" to get the cheapest products and service that Weber remains a quality company. I hope they can keep it that way. I dread the day if they ever outsource thier Customer service or start making small mods to save on manufacturing costs.... I am more than willing to pay more for a product if the quality is truely there, and with Weber it is.
 
I too am a serious fan of Weber customer service. I bought a new Genesis 310 about fours ago and the grates just didn't fit right. I couldn't tell if it was the firebox or the grates so I called Weber. They sent a service rep out a few days later with (1) a new set of grates and (2) a new firebox. When he put the new grates on the Genesis, they fit "almost" perfectly, but there was still a little "wiggle" in then so he also replaced the firebox. With the firebox replaced an hour later, both the new and the "old" grates fit perfectly. He took the old firebox with him but left me with both sets of grates. I bagged and stored one set in the garage and have been using the other for about 4 years. In a couple more years I'll have a free set of cast iron grates.

I can't say enough great things about Weber products. I've owned a Smokey Joe, a large Kettle and a Genesis. I also own a WSM 18.5" (not to mention the Weber brushes, chimney starter, smoke woods, etc...). I kept the Smokey Joe for about 15 years before giving it to a friend (who still uses it). I still own the kettle (going on 20 years), but prefer the ease of gas grilling on the Genesis. I am a recent owner of a WSM and am still learning the fine art of REAL barbecue. I pull out the kettle every once in a while when I want to grill over some hot coals. But mostly it's the gas grill and the WSM.
 
I too had an awesome experience with them today. Very accommodating and replaced my smoker lid after I sent them a picture of the chipped/rusting handle.
It's refreshing to deal with a company who stands by their products and supports them.
 
Great story, glad it all worked out for you.

I recently had a similar positive experience - my Performer wasn't lighting properly, after cleaning as suggested it still didn't function right. They promptly sent out a new regulator/hose assembly and burner, no charge.

Their customer service is excellent.
 
i just asked if something was under warranty. not sure as i had not read the warranty. on hind sight i should have.
but after asking that the girl left and about 4 minutes latter came back yelling at me that she knew what i was trying to do and calling me names
and such. accused me of trying to rip them off.
so since then i have vowed never to buy a new weber nor do any business with them unless absolutely necessary and i will always pay.
the can stick their warranty.
 
Wow, that is the complete opposite of my experiences. I did talk to one person who was a little snippy and didn't know what she was talking about, but that was just once.

You want crappy service buy a Rigid product with a Yamaha engine. Talk about the worst service ever..oh yeah Generac service sucks as well.. Honda is ok..anyways off topic:)

George did you ask to speak with a supervisor? Sucks you met the bipolar rep
 
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