Junk!

[JpsBBQ]

Interesting twist today. Thought I had received the newer welded auger hopper assembly when I purchased my unit, as it had the revision “F” motor and new hopper chute. It has worked flawlessly for almost 50 cooks.

Today I accidentally dropped a pebble into the hopper (don’t ask) while refilling pellets and did not want to damage the auger...emptied bin, removed motor assembly and found I had the old separate auger and tube, and that the gasket was frayed and coming unglued.

I contacted support via their online help, asked how to replace the gasket, and within 2 hours they sent me an email saying they were sending me a new welded assembly to replace the original. An hour later received a note that the assembly would be shipped tomorrow via Fed Ex.

THAT IS CUSTOMER SERVICE WITH A CAPITAL “S”!!!!

Gotta’ love how they stand behind their products; especially when approaching them with respect.

Yeah they had a brief period where they sent out those as a fix for the original chutes. They have since improved the fix and it is already installed on the new manufacturing runs. Nice outcome!

 

[JpsBBQ]

What is this piece of metal that is showing on the front of this EX6? I don’t have it on mine. Also, is there a special way that the five piece grates are supposed to be inserted?

Not sure what you are referring to but the front shroud on the bottom of the grill barrel attaches to the front legs and houses the grease and ash management system.

 

[Bruno]

What is this piece of metal that is showing on the front of this EX6? I don’t have it on mine. Also, is there a special way that the five piece grates are supposed to be inserted?

 

[MichaelM]

MANY TKS!
I managed to get it put together with the help of three great friends.
I’m not overly impressed with the way the legs attach. It took three guys to safely lift it up without damaging the legs. Just moving this grill makes me nervous. Again, the legs are not attached in a safe manner.
I need to ensure that everything is updated. TKS for everything. I’ll check all of it out.

I’m a tad concerned about your ability to properly assemble the Smokefire. Shouldn’t take 4 people to do it.

 

[Bruno]

I’m a tad concerned about your ability to properly assemble the Smokefire. Shouldn’t take 4 people to do it.

Was thinking the same thing. 3 beers, one hour and I did it myself.

 

[MichaelM]

Was thinking the same thing. 3 beers, one hour and I did it myself.

And then another hour to fill hopper, download updates and burn in.

Mark my words- when he does eventually figure out where the pellets go and turns it on, it won’t perform the way he expects. It won’t be because the Weber rep lied to him about the insulation or the odd route the delivery company took to deliver the grill or the fact that Weber shipped his accessories out as they became available to ship rather than WAITING for everything to be ready at the same time. It’ll be user error.

 

[DutchieCooks]

It's a grill?? I thought it was a !! Now it all makes sense

 

[Dassman5]

Interesting twist today. Thought I had received the newer welded auger hopper assembly when I purchased my unit, as it had the revision “F” motor and new hopper chute. It has worked flawlessly for almost 50 cooks.

Today I accidentally dropped a pebble into the hopper (don’t ask) while refilling pellets and did not want to damage the auger...emptied bin, removed motor assembly and found I had the old separate auger and tube, and that the gasket was frayed and coming unglued.

I contacted support via their online help, asked how to replace the gasket, and within 2 hours they sent me an email saying they were sending me a new welded assembly to replace the original. An hour later received a note that the assembly would be shipped tomorrow via Fed Ex.

THAT IS CUSTOMER SERVICE WITH A CAPITAL “S”!!!!

Gotta’ love how they stand behind their products; especially when approaching them with respect.

Talk about Service...as noted above, I contacted Weber on Wednesday via their website with a question about the Auger Gasket. They responded saying they were sending a newer version, the welded auger chute assembly. It arrived today, Less than 2 days after my contact, and with a new bag of Weber Master Blend pellets to boot.
I would be very hard pressed to name another company that provides this level of Customer Service!!!!!

 

[Corners]

I’m a tad concerned about your ability to properly assemble the Smokefire. Shouldn’t take 4 people to do it.

Have you ever heard about great friends, cold beer and quite a few laughs? THAT is why WE got together to assemble my grill!!!!

 

[edwardsdad]

i do not think it matters what company it is this guy would complain and bitch about something i have dealt with weber for 25 years and there is nobody better with customer service i love weber it kind of makes me sick to have someone so ignorant as this guy is. i would bet if they gave him his money back and told him to keep the grill he would find something to complain about

 

[DutchieCooks]

in 3, 2, 1...

 

[tspin818]

Wow, just wow. I sent an email to customer support just to ask when the glow plugs would be back in stock so I could purchase some just in case I had a problem, and they shipped me one as soon as they were available free of charge. I have an EX4, got it August 21st. At least 15 cooks on it without a single issue. I also wrote Weber CS that I was concerned about all the horror stories that I was reading online and asked them if I should pro-actively get the new parts and install them before I had any issues. Two days later the hopper mod, new auger and auger chute were sitting on my porch. Weber Customer Service is awesome!

 

[NoCoEX6]

I recently bought my EX6 in spite of all the internet and youtube banter about the problems. I put in the new parts which Weber sent no questions asked. This thing has run rock solid through 3 cooks. The flavor is definitely better than what my Grilla Silverback produced (which was also very dependable). I'm really happy with the purchase and think Weber has ironed out most of the issues.

 

[Dassman5]

I recently bought my EX6 in spite of all the internet and youtube banter about the problems. I put in the new parts which Weber sent no questions asked. This thing has run rock solid through 3 cooks. The flavor is definitely better than what my Grilla Silverback produced (which was also very dependable). I'm really happy with the purchase and think Weber has ironed out most of the issues.

Welcome! If your experience is like the vast majority of the owners (I have an EX4) you will find that, like me, with a bit of routine cleaning your unit will produce great food with very little attention.

I am approaching 60 “cooks” and almost 600 pounds of Weber pellets and have yet to experience any issue not associated with operator error like a low pellet alarm at 3 am after forgetting to check the hopper mid-way through a 21 hr. Smoke, before going to bed.