Software update and Weber support

[tw33k1963]

Just wanted to post about my recent issues with my first gen EX4. I was having a lot of issues where the app was losing connection to the grill during a cook, I believe it was mainly due to the Smokefire losing connection to my WIFI. I reached out to Weber support and it took a few days for them to get back to me. They sent me an email asking for a bunch of pictures of the inside of my grill and the software/firmware version of my controller. I also let them know I had several components in my grill that were rusting and corroding to the point that pieces of the metal were breaking off or completely gone.

It took my several days to get to the disassembly to get the photos they wanted. While I was taking the photos, the grill performed a software update. I am now on version 7381 (Available 8/1/2023) which seems to have solved all my connectivity issues. I let them know the update resolved my initial reason for calling, but asked if they would replace the corroded parts ( I provided photos).

They sent me new brackets for the flavorizor bars, a new burn pot and slide and a new diffusor. There is also a new auger assembly coming along with the large middle flavorizor bar, haven't gotten those yet. So far all the parts I got are stainless steel, so I am hoping they hold up better than the originals.

Shout out to Weber support, looking forward to getting my grill spiffed up and good as new.

 

[Ekoms]

Just wanted to post about my recent issues with my first gen EX4. I was having a lot of issues where the app was losing connection to the grill during a cook, I believe it was mainly due to the Smokefire losing connection to my WIFI. I reached out to Weber support and it took a few days for them to get back to me. They sent me an email asking for a bunch of pictures of the inside of my grill and the software/firmware version of my controller. I also let them know I had several components in my grill that were rusting and corroding to the point that pieces of the metal were breaking off or completely gone.

It took my several days to get to the disassembly to get the photos they wanted. While I was taking the photos, the grill performed a software update. I am now on version 7381 (Available 8/1/2023) which seems to have solved all my connectivity issues. I let them know the update resolved my initial reason for calling, but asked if they would replace the corroded parts ( I provided photos).

They sent me new brackets for the flavorizor bars, a new burn pot and slide and a new diffusor. There is also a new auger assembly coming along with the large middle flavorizor bar, haven't gotten those yet. So far all the parts I got are stainless steel, so I am hoping they hold up better than the originals.

Shout out to Weber support, looking forward to getting my grill spiffed up and good as new.

I did a hard pass when the first generation came out, but this is why I ended up buying an ELX 6. Weber didn't abandon their customers. I had to contact them about my Sear+ once and it took them seven days to get back to me, but once they did they resolved my issues.

 

[tw33k1963]

I did a hard pass when the first generation came out, but this is why I ended up buying an ELX 6. Weber didn't abandon their customers. I had to contact them about my Sear+ once and it took them seven days to get back to me, but once they did they resolved my issues.

I would have passed on the first gen also, but I got it as a last unit at Lowes for $200. It has been worth every penny.

 

[primeone]

I would have passed on the first gen also, but I got it as a last unit at Lowes for $200. It has been worth every penny.

Wow! That's an awesome find for $200!

 

[Freedom1955]

I got my EX4 for $15.00 at my Ace hardware. They were on closeout cause a new model is coming out!