Customer service seems to have gone down

[Goneincognito]

OK - so what am I missing? Where are the replacement parts?

Wood Pellet Grill Replacement Parts | Weber Grills

Get everything you need for your wood pellet grill with wood pellet replacement parts for your Weber Smokefire grill. Get cooking grates, glow plugs, and more.

www.weber.com

They are talking about some of the internal components.

 

[FX4 Driver]

So am I. They don’t appear to have them for sale on the websit.

 

[JpsBBQ]

So am I. They don’t appear to have them for sale on the websit.

Probably because they are all still warranty items. Not but that’s my intuition. At some point they won’t be. Might just have to call or email someone for now.

 

[Goneincognito]

So am I. They don’t appear to have them for sale on the websit.

The SF is still under warranty so they won't sell the parts.

 

[SloppySalmon219]

I am a huge weber fan boy and have many grills. I went though 2 pellets grills before I went with the smokefire. I figured they would support me and I knew there was issues but I went in with the smokefire. I had some issues but quickly resolved but with the pellets collecting and the last draw was on a 425 cook i had bright white smoke comming out of the hopper. I was done. I took advantage of the 100 day return policy. It wasnt right for me but i will tell you the customer service isnt what it used to be. I had to talk to a smokefire specialist and he really had no answers and said he would follow up with me in 2 to 3 days which he did but how are you going to be a specialist if you cant answer basic ?s

 

[JpsBBQ]

I am a huge weber fan boy and have many grills. I went though 2 pellets grills before I went with the smokefire. I figured they would support me and I knew there was issues but I went in with the smokefire. I had some issues but quickly resolved but with the pellets collecting and the last draw was on a 425 cook i had bright white smoke comming out of the hopper. I was done. I took advantage of the 100 day return policy. It wasnt right for me but i will tell you the customer service isnt what it used to be. I had to talk to a smokefire specialist and he really had no answers and said he would follow up with me in 2 to 3 days which he did but how are you going to be a specialist if you cant answer basic ?s

Good luck with #4.

 

[MackeyC34]

Good luck with #4.

# 4?

 

[Goneincognito]

I went though 2 pellets grills before I went with the smokefire.

What were the 2 others?

 

[JpsBBQ]

# 4?

Two pellet grills before the Smokefire. That makes three by my math. The next one will be number four.

I’m going out on a limb and guess he likely also took the others back somehow. IDK.

 

[SloppySalmon219]

I had 2 traeger ironwood 885s one came so dented it wasn't funny then the replacement was decent but once it started having start issues I was done with it. I'll find one soon I like

 

[Goneincognito]

Sounds to me like you just want something that works first time every time and will accept nothing less than perfection?
If that's the case them I'm afraid pellets are not the grill for you.
You need to get back to the basics.

An Offset or something like a WSM may be more your thing.
If you mess up or have problems with those, the only point of failure is you.

 

[FX4 Driver]

I emailed support Sunday. Still no reply.

 

[JpsBBQ]

Does anyone ever pick up a phone and call the number? If I was hot to trot about anything, I’d make a phone call. Email is not an expedited form of communication. If I’m not in a hurry, email is fine.

 

[FX4 Driver]

Yup. When they ask for pictures it‘s difficult to send them over the phone.

 

[JpsBBQ]

Yup. When they ask for pictures it‘s difficult to send them over the phone.

Not really, but it sounds like you are in process of correcting something. Best of luck. I truly hope you get it straightened out cuz I can’t imagine liking a grill/smoke more than I like the smokefire.