Weber Customer Service Experience


 
E

Elaine W

TVWBB Member
I have sent 3 emails to Weber Customer Service in the past 10 days. One of the three responses completely answered my questions. These are not difficult questions but I am getting non-answers instead of what I consider to be quality customer service.

My Question: (I had provided the official name and part number in the inquiry.)
What is the gauge steel of the rotisserie ring?

Weber's Rambling Non-Answer:
"Weber uses many different grades of stainless steel and other materials on our grills throughout the production year, so there could be multiple grades of steel used. Components of the grill are made from different grades that have been through rigorous testing; and for grill usage, hold up as good if not better than grades that resist a magnet."

The other question was in regard to the heat resistance of the Premium Barbecue Glove Set -S/M, Part #306669.

Weber's Response:
"The heat resistance temperature is not information we can provide unfortunately."

The glove response is easy. I simply take my business elsewhere.

Grrrrrr. I couldn't care less about magnets. My concern is that I may need to cut a vertical slot in the top of the ring to make inserting and removing the spit easier.

Anyone know the gauge steel used in the rotisserie ring? Perhaps I am being naive in assuming the same gauge steel is used in manufacturing each rotisserie ring?

Thank you.
 
some of that info might be proprietary thus the odd answers. emails to them are not the way to go. just call them. why is this important to cutting a slot in the ring ?
just cut it.
 
George Curtis said:
some of that info might be proprietary thus the odd answers. emails to them are not the way to go. just call them. why is this important to cutting a slot in the ring ?
just cut it.
Click to expand...

Thanks for your reply.

I am hard of hearing which can make some telephone conversations difficult, especially with soft spoken young females who are common in customer service.

Cutting metal is unfamiliar to me. In fact, I don't recall having cut anything metal other than something small such as fence wire. Knowing the gauge is important 1) in determining if I have the tools and skill to do the job, and 2) a comparison to Cajun Bandit's 18 gauge steel.

Proprietary information would have been an appropriate response if I had asked the formula used for the porcelain. To me, the responses received for the rotisserie and glove questions did not meet that criteria. Just my opinion. I certainly don't expect Weber to change to meet my needs.
 
well, lets start again. what or why do you need to cut the rotiss ring ? and what do you have that could/might be able to do it ?
far as I know the metal is not that strong nor that thick. the only issue is the chipping of the porcelain. taping the area off might help
in mitigating the chipping. i'm trying to think of how I would cut a slot into my ring and I think I would use a cut off wheel in my dremel.
got a dremel ? also I have had poor responses through webers email also.
 
sometimes companies have auto responses set up based on keywords. However, that may not be the case in your situation. Did you reply to the email and ask for clarification? If you PM me I have an email address of a representative I can give you. I'm not sure if she will be much help, but at least it will goto a real person who has previously helped me.
 
The thickness the steel (and porcelain) of my new style weber roti is approximately 1.2mm, the near equivalent thickness of 18 gauge stainless steel. It is easy enough to drill through with any sharp bit, as I drilled a couple of holes in it to create a support for a 2nd cooking grate when and if I have a need to use one. As previously mentioned, cutting through it with a dremel or similar tool should be easy as well.
 
Problem Solved

George, Dex and OGlenn,

Your help is appreciated. The problem is solved.

I now understand why people have so many nice things to say about Chris Perres with Cajun Bandit, He has offered to cut the slot into the CB rotisserie ring. I am not an established customer. He would not know me from a stranger on the street. This is customer service above and beyond expectations.

George, I do have a Dremel model 395 type 5. An oldie but a goodie. As I understand it the model 395 and a couple of others made around the same time were the last of the well made Dremel's. They are now collectors items. I haven't looked in a while but I could hardly believe what some junkers were selling for on ebay.

~ Very grateful I am not the one cutting into a brand new rotisserie ring.
 
Elaine W said:
George, Dex and OGlenn,

Your help is appreciated. The problem is solved.

I now understand why people have so many nice things to say about Chris Perres with Cajun Bandit, He has offered to cut the slot into the CB rotisserie ring. I am not an established customer. He would not know me from a stranger on the street. This is customer service above and beyond expectations.

George, I do have a Dremel model 395 type 5. An oldie but a goodie. As I understand it the model 395 and a couple of others made around the same time were the last of the well made Dremel's. They are now collectors items. I haven't looked in a while but I could hardly believe what some junkers were selling for on ebay.

~ Very grateful I am not the one cutting into a brand new rotisserie ring.
Click to expand...

No problem. I am glad you got it resolved.

George is super nice. Talk about going above and beyond.
 
great that you are getting what you want. but i'm still foggy on the slit. where and why. just for learning.
as to the dremel, I have a 4000 that has held up so far for me but i'm looking for an older one like yours.
the 4000 is great but a bit big for some fine work that I do at times.
 
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