Junk!

[Corners]

Very likely will refund your purchase. You obviously won’t be happy no matter what. You are right about one thing, Weber is not a solid company, they are an exceptionally GREAT company with decades of easily verifiable customer service excellence. In case you haven’t noticed there is this little virus thing going around that has caused many problems worldwide. Hell, even Amazon can’t deliver there packages quickly any longer.

I’ll be happy with it once I get it fired up. Have no intention of TRYING to return it. BTW, I am not about to accept COVID 19 as an excuse for a Weber Rep to lie to me about the grill being fully insulated.

 

[DutchieCooks]

Just buy a traeger

 

[Corners]

Just buy a traeger

Owned three of them.

 

[DutchieCooks]

Good for you

 

[JpsBBQ]

I’ll be happy with it once I get it fired up. Have no intention of TRYING to return it. BTW, I am not about to accept COVID 19 as an excuse for a Weber Rep to lie to me about the grill being fully insulated.

Lie is a strong word. You think they intentionally misled you or just didn’t know they were giving you wrong info. What would be a customer service persons motivation for lying to you? Just trying to understand the inner workings of your mind.
After all the complaining you now say you will be happy with it. Gosh I hope you’re right. Good luck.

 

[Corners]

Lie is a strong word. You think they intentionally misled you or just didn’t know they were giving you wrong info. What would be a customer service persons motivation for lying to you? Just trying to understand the inner workings of your mind.
After all the complaining you now say you will be happy with it. Gosh I hope you’re right. Good luck.

I strongly stand by my statement- HE LIED TO ME!! Motivation: To sell me an EX6. A lot of variables to consider as to why he said what he did.
I’ll be happy with it once I get it up and running. However, that doesn’t justify the actions of one customer rep. I have to wonder how many other potential customers that have been lied to. Sales rep or customer service rep - his job may have been on the line due to lack of sales. I don’t know why, he simply LIED. IF they record conversations like they say they do and a Weber supervisor reads this, perhaps they can pull the tapes and listen???

 

[JpsBBQ]

I strongly stand by my statement- HE LIED TO ME!! Motivation: To sell me an EX6. A lot of variables to consider as to why he said what he did.
I’ll be happy with it once I get it up and running. However, that doesn’t justify the actions of one customer rep. I have to wonder how many other potential customers that have been lied to. Sales rep or customer service rep - his job may have been on the line due to lack of sales. I don’t know why, he simply LIED. IF they record conversations like they say they do and a Weber supervisor reads this, perhaps they can pull the tapes and listen???

Alrighty then. Enjoy!

 

[Bruno]

Alrighty then. Enjoy!

Lol

 

[Captainmike]

After a tremendous amount of enduring lies from Weber, their inability to return any my phone calls or respond to an email, I finally got my EX6 installed.
Just one initial question: INSIDE this thing, the sides are only insulated. Is this normal? If so, I’m demanding a complete refund on the grill and on the $400.00++ I spent for accessories. Prior to ordering I was told this grill was fully insulated on the inside!

Are you sure you’re working with Weber directly and not a dealer?

I strongly stand by my statement- HE LIED TO ME!! Motivation: To sell me an EX6. A lot of variables to consider as to why he said what he did.
I’ll be happy with it once I get it up and running. However, that doesn’t justify the actions of one customer rep. I have to wonder how many other potential customers that have been lied to. Sales rep or customer service rep - his job may have been on the line due to lack of sales. I don’t know why, he simply LIED. IF they record conversations like they say they do and a Weber supervisor reads this, perhaps they can pull the tapes and listen???

I manage a location for a company with a large sales division and customer service, and the best thing you can do if you feel mistreated is to call in and ask to speak with a supervisor about it. Explain what you were told. A company with good customer service such as Weber will initiate internal retraining, and most likely look to make it up to you some way (can’t say for sure since I don’t work for Weber but I believe it is likely). Any complaint that is escalated up to me results in a personal phone call or e-mail to the customer and an internal corrective action of training, disciplinary, or rarely, no action.

 

[Bruno]

I have this whole situation figured out, Corners ordered his Ex6 from Carl Martin at grillparts.com!! It all makes perfect sense now!!
I might just be ignoring 2 for 1!!

 

[bbqking]

And just like THAT, Weber will refund everything I paid??? My entire point about complaining is to perhaps let others be aware that Weber is not a solid company, one that will openly communicate with their customers. THAT’s my point!
IF my posts offend you, may I suggest you move on or don’t read them.

Someone got up on the wrong side of the bed. I suggest if you don’t want snide replies, be a grown up, and just send it back. And don’t post your boohoos here. Weber is a very good company, always had great cs from them. SMOKEFIRE FOR LIFE!!

 

[Dassman5]

What came from Weber was a customer service rep that informed me that the EX6 was thoroughly insulated on the inside. THAT was one of a few main reasons I purchased it.
Also being told it would ship for $40.00. That was true and appreciated. However, it was FLOWN across the US to Seattle, WA and then to Medford, OR and trucked to my city of Klamath Falls, OR. The shipping company called SE KO bounced my grill all over the damn country. NEVER kept me informed of arrival date, etc
The pellets I ordered from Weber arrived in THREE different FEDEX deliveries over a time span of three weeks. All in broken boxes. $400.00 of accessories took multiple delivers over a long time frame.
No returned phone calls. No answered emails and NOW Weber wants me to rate my experience. . Looking at my first post about buying this THING and it wasn’t until three days ago that I finally got it all together. Comparing Weber to Treager, Weber has the cheapest, thin metal. Just not happy with overall construction.
The photo: some real lazy Weber employee put the SMALL box containing a knife and fork carving set into this HUGE box.

Sorry to hear of your experience, but it certainly sounds atypical .

Mine was, and continues to be, the total opposite. Purchased locally in a box, all upgrades included, extremely good customer support when ordering extra glow plugs and glow plug holder as backup. In addition after almost daily use and approaching 50 uses, it continues to work as expected.

Quality of the smoker is first rate, and from experience with 7 previous Weber grills over the past 30 years or so — 5 still in use including the SF — I expect to see a long, successful service from my SF.

I live in Western New York where we get below zero in the winter and I am not concerned at all about the insulation issue.

 

[Dassman5]

I have this whole situation figured out, Corners ordered his Ex6 from Carl Martin at grillparts.com!! It all makes perfect sense now!!
I might just be ignoring 2 for 1!!

You made my morning!

 

[dudemcnally]

I will say this...after reading this account, and others, I'm so utterly thankful I don't work in customer service.

Corners, I don't believe the customer support person lied to you. It seems much more likely they misunderstood your question, or even they were just ignorant about the actual construction...either possibility is a long way from deliberately lying to you.

For anyone else reading this and wondering about Weber customer support...

It's easy to throw around statements like 'best support in the world' or 'world class support'...it is 100% true in this case though. I have contacted weber support once in order to get the updated welded auger. It was the best support experience I've ever had...95/100 (they lost 5 points because I did have to wait on hold for quite a while). The lady I spoke with (Erica) was extremely friendly, knowledgeable, and seemed happy to talk to me as long as I wanted...maybe that explains the hold times lol. In any case, she and I talked through what I wanted, and easy-peasy setup an order for parts. This CS experience was wonderful and I now understand what people meant when they would talk about weber's customer service. ...

The WSF was my first weber product. They have EARNED a customer for life.

 

[DutchieCooks]

I had no problems with CS. And they already send me new plugs like 5 times. Always nice to you and happy to help. Even got some other stuff send that I didn't even asked for.