Disappointed

[JpsBBQ]

Let's list why I vented:

- brand new smoker doesn't work
- there is a complete inability for the user of the grill to fix this problem on the grill itself
- Weber online resources are wholly insufficient to resolve a needless problem
- Weber customer service has been atrocious, the grill still doesn't work after a week, and frustration builds
- with only 15 minutes of online research, it's apparent that this has been a known problem for 2+ years

Then an armchair judge and jury suggests I need to take ownership of the problem. Gotcha.

You yourself said it did work but you didn’t allow for the updates and connect to the app I thought? Seems trivial and maybe something that should be addressed, but I can tell you that I have experience with several other brands and they experience similar issues. Sometimes the issues are the result of the new owner doing something and sometimes things just don’t work right. They all have a process that always takes longer than people like to resolve. I’m just saying you need some perspective and I’m trying to provide that. I know it can be infuriating but it the nature of the beast. I assume you called and emailed them?

Good luck. Hope they get you fixed up. I’d hate to see all those years of experience sidelined any longer.

PS it’s best to not approach the people you want help from in an aggressive manner. Even if you are mad. It’s ok to let them know your upset to a point. Just a pointer.

 

[Barkley]

If Weber had sold me a product that worked, I would have been a happy customer.
If Weber had promptly fixed the issue, I would have been a happy customer.
If Weber had answered the phone and or emails promptly, I wouldn't have had the need to search online for a solution.
With online searching it was clear this was a multi year long problem, and that I was far from alone.

So was I annoyed that I was sold a product that didn't work, with a known fault, and then had substandard customer support? Hell yes - but I only got aggressive when you said all this was my fault.

 

[JpsBBQ]

If Weber had sold me a product that worked, I would have been a happy customer.
If Weber had promptly fixed the issue, I would have been a happy customer.
If Weber had answered the phone and or emails promptly, I wouldn't have had the need to search online for a solution.
With online searching it was clear this was a multi year long problem, and that I was far from alone.

So was I annoyed that I was sold a product that didn't work, with a known fault, and then had substandard customer support? Hell yes - but I only got aggressive when you said all this was my fault.

Fortunately they have a return policy. Get after it. You’ve wasted days now of aggravation and disgust.

Many many many people never experienced what you did. You act like it’s a given. It’s simply not so. Like I said, these sorts things happen with Wi-Fi pellet grills of various brands. I’ve seen and heard it. Get over it or return it and move on. I’m sure they are working to improve things. Im very happy you missed out on the launched product. Now there were some real opportunities for complaining. 100 days money back I think.

 

[Barkley]

Get over it or return it and move on. I’m sure they are working to improve things.

They've had 2 years - either fix it or service it, but to do neither is just not good. Don't want to hear about it? Don't click.

Edit to add - they're now doing a SAP update to their ordering system, so can't ship anything until mid November. Awesome sauce.

 

[Goneincognito]

I did read the manual - that's how I confirmed that the grilling surface needed to be seasoned before use. When I plugged the grill in, it lit up and I scrolled around a bit - and was given an option to fire it up. In the interests of getting a head start I seasoned and set it to 600F. It worked fine.

Had I followed the directions to the letter I would be exactly no further ahead - the machine would have been an unseasoned brick vs the seasoned brick it is now.

Well you obviously didn't read it properly.

In the interests of "getting a head start", you skipped a step that you knew full well you were meant to do.
You apparently read the manual so you knew this.
In the interests of "getting a head start", you put yourself in the situation where it forced an update mid cook.
That's on you.

Had you "followed the directions to the letter", things may have been fine.
They may not have been too but we will never know because you rushed ahead "in the interests of getting a head start".

Did your 15 minutes of online research show that the SF has a 100 day return policy?
Well it does so that might be something for you to look into.
If you decide not to do this, I would do another 15min of online research or else you will be back one day asking why you had a flame out.

You have every right to be angry and upset but you also need to look at the circumstances that put you here which are your actions.

 

[Barkley]

Had you "followed the directions to the letter", things may have been fine.

Had I followed the directions to the letter, things may have been fine, but they also might have summoned Kurt Cobain's ghost to give a stirring rendition of Neil Diamond's Sweet Caroline. I give your proposed outcome and this one equal weighting. This fault existed long before I even heard of a SmokeFire.

When you buy a car you expect to be able to drive it off the lot. This is no different, and blaming my actions for a fault well known to Weber doesn't make a ton of sense - but please continue.

 

[Goneincognito]

Had I followed the directions to the letter, things may have been fine, but they also might have summoned Kurt Cobain's ghost to give a stirring rendition of Neil Diamond's Sweet Caroline. I give your proposed outcome and this one equal weighting. This fault existed long before I even heard of a SmokeFire.

When you buy a car you expect to be able to drive it off the lot. This is no different, and blaming my actions for a fault well known to Weber doesn't make a ton of sense - but please continue.

Please... Keep going.
You aren't helping yourself.
This is just amusing now.

 

[Barkley]

Please... Keep going.
You aren't helping yourself.
This is just amusing now.

Sorry to disappoint, but it's clear I'm in the wrong place.

 

[Goneincognito]

Sorry to disappoint, but it's clear I'm in the wrong place.

After the way you have been acting you will be lucky if anyone takes you seriously so I think you are right about that.
Perhaps its time to move on.

 

[Barkley]

After the way you have been acting you will be lucky if anyone takes you seriously so I think you are right about that.
Perhaps its time to move on.

I've been acting like a frustrated customer with a grill that still doesn't work and with very low tolerance for complete and utter BS. 'You turned on the grill before downloading the app, therefore it's your fault - forget all the other evidence otherwise' is the kind of comment I'd expect from an internet fanboi. I'm voicing legitimate concerns, and if your grade school reply is met with you being called a flying canoe of douche and moose turd, you're the cause and I'm the effect. Serious replies get respectful responses - but 'you f'd the machine by turning it on' is just not credible.

It's not too much to ask for a product to work out of the box, especially when it's this expensive. If people choose not to take me seriously because of me voicing legitimate concerns, all the power to them.

 

[Goneincognito]

I've been acting like a frustrated customer with a grill that still doesn't work and with very low tolerance for complete and utter BS. 'You turned on the grill before downloading the app, therefore it's your fault - forget all the other evidence otherwise' is the kind of comment I'd expect from an internet fanboi. I'm voicing legitimate concerns, and if your grade school reply is met with you being called a flying canoe of douche and moose turd, you're the cause and I'm the effect. Serious replies get respectful responses - but 'you f'd the machine by turning it on' is just not credible.

It's not too much to ask for a product to work out of the box, especially when it's this expensive. If people choose not to take me seriously because of me voicing legitimate concerns, all the power to them.

While the grill may have an actual fault, you are not even willing to admit your actions were what triggered it.
You did something you weren't meant to do while it was running.
I mean, apart from "checking for dirt", what have you actually done to attempt to resolve the issue?
Your 15min of internet research must have produced something you could try (because I know for a fact there are).

If you actually want help then stick around but calm the hell down.
If you just want to bitch and moan then perhaps you need to have this conversation directly with Weber. They might care about what you have to say because I sure don't anymore.

 

[MackeyC34]

I've been acting like a frustrated customer with a grill that still doesn't work and with very low tolerance for complete and utter BS. 'You turned on the grill before downloading the app, therefore it's your fault - forget all the other evidence otherwise' is the kind of comment I'd expect from an internet fanboi. I'm voicing legitimate concerns, and if your grade school reply is met with you being called a flying canoe of douche and moose turd, you're the cause and I'm the effect. Serious replies get respectful responses - but 'you f'd the machine by turning it on' is just not credible.

It's not too much to ask for a product to work out of the box, especially when it's this expensive. If people choose not to take me seriously because of me voicing legitimate concerns, all the power to them.

Barkely: Voice your CONCERNS and VITRIOL to Weber. But ASK for HELP here and you'll find a whole lot of people willing to do so because we've made the same investment you have and many of us have encountered challenges along the way. It is a sophisticated system and to be sure Weber has had some issues with it along the way but with the help of this forum at this point I've gotten mine 'dialed in' and I love it. You will too if you give it and the people on this forum a chance to help.

 

[Barkley]

Barkely: Voice your CONCERNS and VITRIOL to Weber. But ASK for HELP here and you'll find a whole lot of people willing to do so because we've made the same investment you have and many of us have encountered challenges along the way. It is a sophisticated system and to be sure Weber has had some issues with it along the way but with the help of this forum at this point I've gotten mine 'dialed in' and I love it. You will too if you give it and the people on this forum a chance to help.

Thank you for the first thoughtful response. It's appreciated.

I bought this grill because I expected it to be good. I still think it will be, but holy fuck is this an ordeal just to get to a smoker that works.

Edit to add - they're doing an SAP update and so realistically I can't fix this until last week of November. I don't know why Weber doesn't see this as a problem.

The people I've spoken with have been incredibly helpful. The company response, however, needs to be more.

 

[Barkley]

November 18, day 756. Still no resolution, and still have not been able to use my brand new smoker.

 

[Goneincognito]

November 18, day 756. Still no resolution, and still have not been able to use my brand new smoker.

That's because it's not the last week of November yet.

756 days?
That means you got it in late October 2020.
I thought you said you had just got it recently?