weber customer service

[Cory Musser]

I just wanted to say something about the service at Weber. I've seen other people here talk about how great the customer service at Weber is. Well, I just had my first chance to test it out. I discovered that the center section of my WSM that I received in November was out of round. I sent an email to Weber and explained the problem. Two days later I received a reply from Judy Knutilla that they would be happy to replace the center section for me. She said all they needed was my name, address, phone number and the letters stamped on the lid damper. So I wrote back and asked if there was a charge for the part. Again I received a timely reply from Judy saying as long as it's still under warranty there would no charge. Well, after a couple days and few more emails exchanging my info, I received an email today saying that my new part was being FedExed and should arrive in about 7-10 days. They didn't ask me to send the old one back. They didn't ask any questions.
This is the best customer service I've ever received, especially dealing online. I can't believe how simple the process was. You just don't see service much like that anymore. Weber has made a lifelong fan out of me not only with their excellent products but with their customer care as well. If someone that's on the fence about buying a Weber product reads this I hope it convinces you to buy one...or two...or three! I just wanted to share my experience. Thank you.

 

[Steve Abrams]

I've never had any problems with any of my Weber grills. I've had my origional grill for 23 - 24 years. The only thing I had to replace was a grill grate. It wasn't a defect it was my stupidity in storing during the winter.

Now Brinkman is another story. I contacted them several times (email and snail mail) last year and have yet to get a reply.

Remember: Every one needs a good butt rub.

 

[Bob T.]

Had almost the same thing happen about 2 months ago. Center section also. Good service. I have seen more than a few people here have the same great service, but I would think it would be cheaper for them to just have better way to package it for shipment. I think that is where the problem lies. Glad yours worked out ok also.
Have fun.

 

[Greg Rempe]

I hear ya Cory...I was doing my anual maintenance on my Silver B last week and messed up one of the screws on the manifold...basically there was a small leak that shut down the system...the lady at Weber thought it was the hose and regulator and sent one out the next day for free...I ended up finding the problem and correcting it myself but man...great service!!

 

[Scott Francis]

DITTO, the weber service is amazing. I had my grill for about a year and the grate was chipping a little bit. I explained it to them, they asked for my personal and grill info. and they immmediately shipped my 2 new grates without question, charge, or the shipping of my original grates... I am a weber fan for life.

~Pathetically Obsessed