Weber covered my bail assembly, was surprised


 
D

DavidD

TVWBB Super Fan
You all have seen my recent posts with my new used blue performer deluxe. Everything works fine other than I noticed the grey rollers weren't rolling. I took them off and they looked slightly melted, not much but a little. Called weber and told them, they are sending me a completely new bail system, not the newest generation but a complete new wire, screws and rollers. Wow, I was really surprised and impressed. Is that normal?

I've searched and noticed the rollers will commonly do this if over heated. My 16 yo OTP had the original bail and rollers, no problems at all work perfectly.

Also, I asked weber about the hot handle, they said, we recommend you wear gloves, lol.
 
Well my recent experience with Weber service - I have a 4 yr old OTG that's only been used few times. The grate is rusted and there's a rust spot on the lid from falling and scratches. They just asked for pictures and the new parts are on my way. I didn't expect they'd cover the lid but they did without question.
 
Nice. If you are lucky, they'll get mixed up and send you the newer gen bail system. It will let your lid stand straight up instead of canted at an angle.
 
It seems to depend on who answers the phone when you call Weber Customer Service. Some of them are too generous, and some are downright rude, and of course some are in-between. Some of them like to ship off free parts to everyone who calls and some don't want anybody getting anything for free.
The warranty is not supposed to apply to anyone except the original purchaser.
 
I melted the rollers on mine years ago. Called Weber and they shipped me new ones for free, but not the whole assembly. I still haven't put the new ones on. :o
 
That's awesome! I need to give them a call. My wife closed the garage one time and it came down on the bail assembly and now the wire and the vertical metal support holding the wire is bent.
 
Greg Y said:
It seems to depend on who answers the phone when you call Weber Customer Service. Some of them are too generous, and some are downright rude, and of course some are in-between. Some of them like to ship off free parts to everyone who calls and some don't want anybody getting anything for free.
The warranty is not supposed to apply to anyone except the original purchaser.
Click to expand...

I have heard it was for original owners though have also heard some say that the warranty doesn't state that. I've never looked. In my case, they didn't even ask if I was the original owner, although I did tell her that I own 6-7 weber products. Maybe that helped, maybe not. I just needed the rollers not the bail but sure appreciated their efforts
 
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