Weber Customer Service


 
Bob H.

Bob H.

TVWBB Hall of Fame
Weber customer service is the best! As I was assembling a new 14.5 WSM I noticed a spot with what appeared to be a missed punch mark and the porcelain
missing a little bigger than a nickel right by the thermometer port hole. I called on a Saturday and spoke with Alex who was a nice guy and very efficient. My
new center section arrived the following Tuesday. Years ago, I had a defective regulator on a Genesis, that Weber replaced quickly. Weber really does stand
behind their products and that has helped to make me a satisfied repeat customer. Other companies could learn a lot from Weber customer service.
 
One of the reasons I can recommend Weber is because of the best-in-the-business customer service. I am always impressed with stories like these.
 
I completely agree Bob and Dwain. Last year my 22 in WSM had a foggy temp gauge on the dome. I called about it and they sent me a new gauge, no questions asked.
 
All of my previous Weber grills have arrived perfect and continue to roll out great food. This year I received a WSM 18.5 for Christmas, this time the bowl had a 17" strip of porcelain missing on the lip. I thought, "oh... so goes Weber with everyone else". A note and picture of the problem to Weber provided me with a quick apology for my trouble and a new bowl on the way. Nice!
 
They do have great customer service. When y 22.5 WSM arrived it was terrible out of round. I mean way beyond gentle bear hug. And believe me I tried. I debated calling Amazon where I bought it, and I do think they would of sent me a whole new unit out asap but I'd have to send the old back. So I called Weber. Called late Friday, so best they could do is send something out Monday which they did overnight, had it by Tuesday. And I never had to send the old bent piece back. Even if they had paid for shipping that would of been a hassle.

The only thing I wonder - I have read so many stories about poor quality going out the door - while yes they go out of their way to correct and make up for it, I do wonder if there is a slight issue on checking items before they leave the factory. And YES I know it could of been the UPS man or Amazon or someone else that dented my WSM all up, but then are there packaging issues?

Again, YES they are the best. I just wonder if they could find a way to avoid some of these problems in the first place. having said that, I own a weber grill, weber smokey mountain, and I am not sure I will ever buy something that isn't weber. ever
 
I was just at Lowe's looking at patio covers and was talking to the young salesman there and we got to talking about Weber and he told me that he always tells customers that Weber is the best product in spite of the higher price. Would not buy any other product. Just wish they made units to build into a counter top outside.
 
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