Their service is great. People that have bad experiences take every opportunity to spread the word on how bad they are. A few horrible reps mean that there are a few bad people at their organization. So basically, they are normal. Generally on the many many Weber products I've bought, I open the box, assemble the cooker, and it works flawlessly. The few times it has had a dent or a scratch, I have called, emailed pictures to confirm on the spot, and a new part is on the way. I even offered to send flawed part back to them as a gesture that I was not trying to get additional parts over what I paid for and was told no, go ahead and keep them. There are exceptions, but the service you get is generally a mirror of the courtesy you provide during your interaction.
