Weber questionable customer service

Jim Lampe

TVWBB 1-Star Olympian
Last week, they sent me a plastic handle and a lid handle kit, complete with heat shield/deflector.

I sent them another email stating it was the metal handle on the base kettle that was defective.

Today, I received this.


evidently, they took the Covid19 dilemma much more seriously than I imagined.

Jeff Boudman

I’ve been gathering parts for cobble together a second 18.5 WSM. I decided to put the smoker together yesterday. The last step was the heat shield. That’s when I realized the legs were for the older WSM and didn’t have the tabs for the heat shield.
I was on hold for 30 minutes and the Weber representative was able to locate the correct parts and sent an Order Confirmation immediately. I was pleased with the customer service.

KE Quist

TVWBB Super Fan
Tried calling again just now. Automated message: "All of our agents are busy supporting other customers. Please reach out to us through customer support on our website and we'll get back to you as soon as possible." Then they hung up. :unsure:
What they are trying to tell you, is that everyone else is more important than you. That's why they are busy helping them and not you.

TonyS T-Bone

Need some parts. Thought I'd try the email route on June 7. Got a quick auto-reply on June 8. Crickets ever since. Before COVID, I found that email was a good way to communicate w customer service vs phone hold. Not anymore I guess.


Your request has been received and is being reviewed by our team.

As we continue to monitor information around Covid-19, our highest priority remains supporting our consumers and communities. We have made alterations to our work arrangements to be able to offer our continued support. Because of these changes, you may experience longer than normal hold or response times. We appreciate your patience and are dedicated to helping you as quickly as possible.


TVWBB Olympian
I never did get a reply to any of my email inquiries. But my burners did eventually arrive.