Quick update on my situation. Weber customer service has been amazing, truly exceptional. I've talked to two people and both of them committed to doing anything necessary to resolve the situation. After sending pictures of the burn pot, auger, hopper, etc., they noticed I wasn't using Weber pellets (I ran out and was using cookinpellets.com). They didn't think it was the problem, but they shipped me out 2 free bags of pellets. Also, they are sending a technician to my house to replace some stuff and make sure it is working properly.