UPDATE (REPLACEMENT SMOKEFIRE CONTROLLER FROZE): Total Melt Down Of Weber SmokeFire EX6 Bottom Tray! Watch the Video!!!

[SmokeMeister]

Definitely frustrating that it happened and also that customer service is not informed before calling. However, the good part is that they are still calling and invested in figuring out what went on and making it right. Good luck!

 

[FredSC]

I just got off the phone with Weber Support. It was almost 9PM EST when they called me and I answered the phone. My thoughts on the call are a little hesitant overall but we will see how everything plays out. Before they called I did receive a phone call @ 7:04PM ESTand missed it because I was at my door dealing with a food delivery driver. When I tried to call back it was from Weber IGrill support and the VM said it was after hours and leave a message. I did and I also texted the number telling them what had happened and they could call me at anytime.

I then received an email from Weber support at 8:20 that stated they had tried to call me twice today and wanted to know a good number to reach me at. This was disturbing to me as I had only missed one phone call from them (or anyone else today since this phone is used for business and I keep it pretty much by my side 24/7) so I responded to them that same info and told them they could call me at anytime. I definitely did not have but one missed call and did a screen shot of my recent calls just in case.

Anyways, I did receive a call from support at 8:53PM EST. The CSR was very nice and asked me several questions. Many of the questions were already answered in the last email I sent them today with the included videos. There was not any mention of my previous issues that I had emailed in on Tuesday. As I answered her questions, I walked her though exactly what happened in detail since Friday afternoon (the last time the grill functioned mostly properly) and Saturday evening when we had the melt down. After everything she said she had sent me an email and would need me to follow the instructions of the email and take pictures that were requested. When I asked her if she had sent the email already she said she did but I didn't get it. She then asked me if my email address was an email I had never heard of and I said no (It was clearly another customers email) and she then took my email address and sent it to me.

Here is what they have requested:

Dear Caller,

Thank you for contacting Weber. Per our discussion today, please reply to this email with the following photos attached to the reply:

• A photo of the entire grill
• A photo of the serial number sticker on the inside of the hopper lid
• A photo of the controller firmware & software version screen. This information can be found by selecting the following on the controller of the SmokeFire grill: menu/about screen/ scroll knob to locate information
• A photo of the inside of the hopper
• A photo of the inside of the cookbox with the grates and flavorizer bars removed
• A photo of the inside of the burn pot with the heat diffuser plate placed over the burn pot removed
• A photo of the entire grease tray assembly removed from the grill
• A photo of all damaged parts

Photos must be sent as an attachment. Please do not send links to photo hosting websites due to security reasons.

Once your photos have been received, a customer care specialist will contact you by phone or email within 72 hours.

Thank you,

Weber Consumer Care Team
Weber-Stephen Products LLC
Tel: 877-960-2246
Hours: Monday through Saturday, 8am-7pm CST


As I was reading this on the phone with her I explained that the serial number is not located inside the hopper but that I could take a picture of one of the serial number stickers that came with my grill. She told me that was fine. I also asked about "pictures of damaged parts" an explained I have not tore the grill down completely but was concerned their may be damage in the assembly under the cooker beyond the burned gasket that can be seen in the video I sent them with the email. I wanted to know if I needed to disassemble more of the grill for pictures. She said she did not think so at this time and I should send the photos requested and a specialist would go from there. When I asked her about my concerns with the grill from the original email before I had this meltdown she told me to send in the info requested and the specialist would go from there and review everything.

Overall I am glad Weber got the ball rolling on my ticket but I definitely did not miss two calls today from them, I hate having to repeat myself, I am unsure if I should make the innards of the grill become "exerds" and take pics of everything and am a little concerned over the botched email address issue. All that and the fact that I will have to come home tomorrow and do all this just to send it all in and wait is a little frustrating. I just want a working grill. I work for a huge company much bigger than Weber so I understand the song and dance and the hula hoops but I just want my grill fixed or replaced as fast as possible so I can get back to enjoying using the grill and the family life I have enjoyed around my cooking on the grill.

I am sure Weber will make it right in the long run. I know they will. I would have just loved to have them call and say "Hey, we saw everything and read everything. Here is what we are going to do." Instead I have to answer more questions, provide more pics and wait for the specialist.

Hang in there, I know it's not easy and very frustrating. Thanks for taking the time to keep us all in the loop, I do appreciate it.

 

[GriLLMaRksRseXy]

I left work early tonight while there was still good daylight to get home and disassemble my grill to take the pictures that the Weber CSR asked of me in the email last night after talking on the phone.
I sent the pictures in with some notes about my pictures and some of the other issues I had before the ash box fire incident. I made as many notes as I thought necessary and hit send.

Within 20 minutes or so I received a call from Weber. The supervisors name was Chris. I have to say that I had a 35+ minute conversation with him that made remember why I buy Weber products and believe in them and their company. Chris did not give me any corporate BS. He did not speak out of both sides of his mouth. He was completely honest and straight forward with me. I felt like I was talking to a grilling buddy just like all of us on here. We discussed EVERY issue I have had and he totally was transparent with me and down to earth. He took notes. He asked questions too and took more notes. I felt like I was his friend and not just a customer. I am a Marine Biologist by degree and very large company manager by trade and he totally respected me as scientist and my input/approach/detail of everything and appreciated me and everyone on this forum for our feedback and made me really feel that they are listening to us as a customer. We discussed several of the opportunities I and others have had with the SmokeFire and he took even more notes. He said they have a meeting daily and would bring up the thoughts and suggestions. In short I was amazed. I am 40+ years old and I know when I am being blown smoke. He was NOT. For sure was totally sincere.

More amazingly he told me that Weber is going to send me a new SmokeFire EX6 without charge and also will make arrangements to have my current SmokeFire picked up. He said I will not have to do anything but be home to allow them to shrink wrap it to a pallet and send it back. They want to use it to research what happened. He also told me to call back once I get my new grill to insure I assemble it correctly and assist me however needed. He said they will send me the new pellet hopper insert (We both agreed mine was not an issue after I told him what I did to "fix" mine but he is sending it anyways) and that my new grill will not have any kind of modifications but would be one that was inspected by their engineers to be the product they had designed.

Overall I cannot be happier about their resolution to my concerns and issues. I am completely impressed by them. Chris also said he would send me a bag of pellets of my choice too but I dont care about the bag of pellets. EVERYTHING he did was right. Weber came through as AMAZING again tonight!!

I will let you know how everything pans out and update you all along the way.

 

[DanaM]

I left work early tonight while there was still good daylight to get home and disassemble my grill to take the pictures that the Weber CSR asked of me in the email last night after talking on the phone.
I sent the pictures in with some notes about my pictures and some of the other issues I had before the ash box fire incident. I made as many notes as I thought necessary and hit send.

Within 20 minutes or so I received a call from Weber. The supervisors name was Chris. I have to say that I had a 35+ minute conversation with him that made remember why I buy Weber products and believe in them and their company. Chris did not give me any corporate BS. He did not speak out of both sides of his mouth. He was completely honest and straight forward with me. I felt like I was talking to a grilling buddy just like all of us on here. We discussed EVERY issue I have had and he totally was transparent with me and down to earth. He took notes. He asked questions too and took more notes. I felt like I was his friend and not just a customer. I am a Marine Biologist by degree and very large company manager by trade and he totally respected me as scientist and my input/approach/detail of everything and appreciated me and everyone on this forum for our feedback and made me really feel that they are listening to us as a customer. We discussed several of the opportunities I and others have had with the SmokeFire and he took even more notes. He said they have a meeting daily and would bring up the thoughts and suggestions. In short I was amazed. I am 40+ years old and I know when I am being blown smoke. He was NOT. For sure was totally sincere.

More amazingly he told me that Weber is going to send me a new SmokeFire EX6 without charge and also will make arrangements to have my current SmokeFire picked up. He said I will not have to do anything but be home to allow them to shrink wrap it to a pallet and send it back. They want to use it to research what happened. He also told me to call back once I get my new grill to insure I assemble it correctly and assist me however needed. He said they will send me the new pellet hopper insert (We both agreed mine was not an issue after I told him what I did to "fix" mine but he is sending it anyways) and that my new grill will not have any kind of modifications but would be one that was inspected by their engineers to be the product they had designed.

Overall I cannot be happier about their resolution to my concerns and issues. I am completely impressed by them. Chris also said he would send me a bag of pellets of my choice too but I dont care about the bag of pellets. EVERYTHING he did was right. Weber came through as AMAZING again tonight!!

I will let you know how everything pans out and update you all along the way.

 

[Brian Vallotton]

I left work early tonight while there was still good daylight to get home and disassemble my grill to take the pictures that the Weber CSR asked of me in the email last night after talking on the phone.
I sent the pictures in with some notes about my pictures and some of the other issues I had before the ash box fire incident. I made as many notes as I thought necessary and hit send.

Within 20 minutes or so I received a call from Weber. The supervisors name was Chris. I have to say that I had a 35+ minute conversation with him that made remember why I buy Weber products and believe in them and their company. Chris did not give me any corporate BS. He did not speak out of both sides of his mouth. He was completely honest and straight forward with me. I felt like I was talking to a grilling buddy just like all of us on here. We discussed EVERY issue I have had and he totally was transparent with me and down to earth. He took notes. He asked questions too and took more notes. I felt like I was his friend and not just a customer. I am a Marine Biologist by degree and very large company manager by trade and he totally respected me as scientist and my input/approach/detail of everything and appreciated me and everyone on this forum for our feedback and made me really feel that they are listening to us as a customer. We discussed several of the opportunities I and others have had with the SmokeFire and he took even more notes. He said they have a meeting daily and would bring up the thoughts and suggestions. In short I was amazed. I am 40+ years old and I know when I am being blown smoke. He was NOT. For sure was totally sincere.

More amazingly he told me that Weber is going to send me a new SmokeFire EX6 without charge and also will make arrangements to have my current SmokeFire picked up. He said I will not have to do anything but be home to allow them to shrink wrap it to a pallet and send it back. They want to use it to research what happened. He also told me to call back once I get my new grill to insure I assemble it correctly and assist me however needed. He said they will send me the new pellet hopper insert (We both agreed mine was not an issue after I told him what I did to "fix" mine but he is sending it anyways) and that my new grill will not have any kind of modifications but would be one that was inspected by their engineers to be the product they had designed.

Overall I cannot be happier about their resolution to my concerns and issues. I am completely impressed by them. Chris also said he would send me a bag of pellets of my choice too but I dont care about the bag of pellets. EVERYTHING he did was right. Weber came through as AMAZING again tonight!!

I will let you know how everything pans out and update you all along the way.

Wow! I am impressed and also happy that your time invested is being acknowledged. I do hope the next one goes well for you.

 

[DanaM]

Thanks for the update! This is another reason why I will buy a Weber Smokefire EX6 v2.

 

[SmokeMeister]

I left work early tonight while there was still good daylight to get home and disassemble my grill to take the pictures that the Weber CSR asked of me in the email last night after talking on the phone.
I sent the pictures in with some notes about my pictures and some of the other issues I had before the ash box fire incident. I made as many notes as I thought necessary and hit send.

Within 20 minutes or so I received a call from Weber. The supervisors name was Chris. I have to say that I had a 35+ minute conversation with him that made remember why I buy Weber products and believe in them and their company. Chris did not give me any corporate BS. He did not speak out of both sides of his mouth. He was completely honest and straight forward with me. I felt like I was talking to a grilling buddy just like all of us on here. We discussed EVERY issue I have had and he totally was transparent with me and down to earth. He took notes. He asked questions too and took more notes. I felt like I was his friend and not just a customer. I am a Marine Biologist by degree and very large company manager by trade and he totally respected me as scientist and my input/approach/detail of everything and appreciated me and everyone on this forum for our feedback and made me really feel that they are listening to us as a customer. We discussed several of the opportunities I and others have had with the SmokeFire and he took even more notes. He said they have a meeting daily and would bring up the thoughts and suggestions. In short I was amazed. I am 40+ years old and I know when I am being blown smoke. He was NOT. For sure was totally sincere.

More amazingly he told me that Weber is going to send me a new SmokeFire EX6 without charge and also will make arrangements to have my current SmokeFire picked up. He said I will not have to do anything but be home to allow them to shrink wrap it to a pallet and send it back. They want to use it to research what happened. He also told me to call back once I get my new grill to insure I assemble it correctly and assist me however needed. He said they will send me the new pellet hopper insert (We both agreed mine was not an issue after I told him what I did to "fix" mine but he is sending it anyways) and that my new grill will not have any kind of modifications but would be one that was inspected by their engineers to be the product they had designed.

Overall I cannot be happier about their resolution to my concerns and issues. I am completely impressed by them. Chris also said he would send me a bag of pellets of my choice too but I dont care about the bag of pellets. EVERYTHING he did was right. Weber came through as AMAZING again tonight!!

I will let you know how everything pans out and update you all along the way.

I didn't necessarily want to go into detail on the forum, but since you did... They offered the same to me. I didn't end up accepting, but this is how you know they mean business. They are committed to making this right for their customers even if it means sending out a new grill at their expense, which I can assure you is not cheap. I'm first in line for WSF v2, I just couldn't justify spending $1200+ on something that may not operate the way I expected for an unknown period of time.

 

[abmet]

That’s why I went ahead and took a chance on a first generation offering from Weber is that I’ve always heard great things about their customer service. I’ve only contacted them once before on a cover that faded quickly. They asked for a photo of the tag and sent me a new one and said to keep the old one. I was confident they would resolve any issues I might encounter, though never dreamed something like what happened to yours would occur. Glad they are making it right and wanting to investigate what happened.

 

[Karen R.]

I just got off the phone with Weber Support. It was almost 9PM EST when they called me and I answered the phone. My thoughts on the call are a little hesitant overall but we will see how everything plays out. Before they called I did receive a phone call @ 7:04PM ESTand missed it because I was at my door dealing with a food delivery driver. When I tried to call back it was from Weber IGrill support and the VM said it was after hours and leave a message. I did and I also texted the number telling them what had happened and they could call me at anytime.

I then received an email from Weber support at 8:20 that stated they had tried to call me twice today and wanted to know a good number to reach me at. This was disturbing to me as I had only missed one phone call from them (or anyone else today since this phone is used for business and I keep it pretty much by my side 24/7) so I responded to them that same info and told them they could call me at anytime. I definitely did not have but one missed call and did a screen shot of my recent calls just in case.

Anyways, I did receive a call from support at 8:53PM EST. The CSR was very nice and asked me several questions. Many of the questions were already answered in the last email I sent them today with the included videos. There was not any mention of my previous issues that I had emailed in on Tuesday. As I answered her questions, I walked her though exactly what happened in detail since Friday afternoon (the last time the grill functioned mostly properly) and Saturday evening when we had the melt down. After everything she said she had sent me an email and would need me to follow the instructions of the email and take pictures that were requested. When I asked her if she had sent the email already she said she did but I didn't get it. She then asked me if my email address was an email I had never heard of and I said no (It was clearly another customers email) and she then took my email address and sent it to me.

Here is what they have requested:

Dear Caller,

Thank you for contacting Weber. Per our discussion today, please reply to this email with the following photos attached to the reply:

• A photo of the entire grill
• A photo of the serial number sticker on the inside of the hopper lid
• A photo of the controller firmware & software version screen. This information can be found by selecting the following on the controller of the SmokeFire grill: menu/about screen/ scroll knob to locate information
• A photo of the inside of the hopper
• A photo of the inside of the cookbox with the grates and flavorizer bars removed
• A photo of the inside of the burn pot with the heat diffuser plate placed over the burn pot removed
• A photo of the entire grease tray assembly removed from the grill
• A photo of all damaged parts

Photos must be sent as an attachment. Please do not send links to photo hosting websites due to security reasons.

Once your photos have been received, a customer care specialist will contact you by phone or email within 72 hours.

Thank you,

Weber Consumer Care Team
Weber-Stephen Products LLC
Tel: 877-960-2246
Hours: Monday through Saturday, 8am-7pm CST


As I was reading this on the phone with her I explained that the serial number is not located inside the hopper but that I could take a picture of one of the serial number stickers that came with my grill. She told me that was fine. I also asked about "pictures of damaged parts" an explained I have not tore the grill down completely but was concerned their may be damage in the assembly under the cooker beyond the burned gasket that can be seen in the video I sent them with the email. I wanted to know if I needed to disassemble more of the grill for pictures. She said she did not think so at this time and I should send the photos requested and a specialist would go from there. When I asked her about my concerns with the grill from the original email before I had this meltdown she told me to send in the info requested and the specialist would go from there and review everything.

Overall I am glad Weber got the ball rolling on my ticket but I definitely did not miss two calls today from them, I hate having to repeat myself, I am unsure if I should make the innards of the grill become "exerds" and take pics of everything and am a little concerned over the botched email address issue. All that and the fact that I will have to come home tomorrow and do all this just to send it all in and wait is a little frustrating. I just want a working grill. I work for a huge company much bigger than Weber so I understand the song and dance and the hula hoops but I just want my grill fixed or replaced as fast as possible so I can get back to enjoying using the grill and the family life I have enjoyed around my cooking on the grill.

I am sure Weber will make it right in the long run. I know they will. I would have just loved to have them call and say "Hey, we saw everything and read everything. Here is what we are going to do." Instead I have to answer more questions, provide more pics and wait for the specialist.

I don't think you should be put through all that. Send it back and they can do their own examinati

I didn't necessarily want to go into detail on the forum, but since you did... They offered the same to me. I didn't end up accepting, but this is how you know they mean business. They are committed to making this right for their customers even if it means sending out a new grill at their expense, which I can assure you is not cheap. I'm first in line for WSF v2, I just couldn't justify spending $1200+ on something that may not operate the way I expected for an unknown period of time.

Well said!

 

[Booty]

I left work early tonight while
there was still good daylight to get home and disassemble my grill to take the pictures that the Weber CSR asked of me in the email last night after talking on the phone.
I sent the pictures in with some notes about my pictures and some of the other issues I had before the ash box fire incident. I made as many notes as I thought necessary and hit send.

Within 20 minutes or so I received a call from Weber. The supervisors name was Chris. I have to say that I had a 35+ minute conversation with him that made remember why I buy Weber products and believe in them and their company. Chris did not give me any corporate BS. He did not speak out of both sides of his mouth. He was completely honest and straight forward with me. I felt like I was talking to a grilling buddy just like all of us on here. We discussed EVERY issue I have had and he totally was transparent with me and down to earth. He took notes. He asked questions too and took more notes. I felt like I was his friend and not just a customer. I am a Marine Biologist by degree and very large company manager by trade and he totally respected me as scientist and my input/approach/detail of everything and appreciated me and everyone on this forum for our feedback and made me really feel that they are listening to us as a customer. We discussed several of the opportunities I and others have had with the SmokeFire and he took even more notes. He said they have a meeting daily and would bring up the thoughts and suggestions. In short I was amazed. I am 40+ years old and I know when I am being blown smoke. He was NOT. For sure was totally sincere.

More amazingly he told me that Weber is going to send me a new SmokeFire EX6 without charge and also will make arrangements to have my current SmokeFire picked up. He said I will not have to do anything but be home to allow them to shrink wrap it to a pallet and send it back. They want to use it to research what happened. He also told me to call back once I get my new grill to insure I assemble it correctly and assist me however needed. He said they will send me the new pellet hopper insert (We both agreed mine was not an issue after I told him what I did to "fix" mine but he is sending it anyways) and that my new grill will not have any kind of modifications but would be one that was inspected by their engineers to be the product they had designed.

Overall I cannot be happier about their resolution to my concerns and issues. I am completely impressed by them. Chris also said he would send me a bag of pellets of my choice too but I dont care about the bag of pellets. EVERYTHING he did was right. Weber came through as AMAZING again tonight!!

I will let you know how everything pans out and update you all along the way.

Chris is a stand up guy !!! He was amazing for me with my Weber Summit S4. I had problems with the porcelain chipping. They replaced the firebox 3 times. When Chris got involved he replaced the whole grill and upgraded me to the 6. Weber is amazing !!! This is why I have no problem helping them out. Don’t complain to everyone on social media. Just send a email to one of them such as Chris and let them know bad or good on anything that they are doing. They truly appreciate it.

 

[Dubs]

It is good that Weber has offered you this, but anything less would be unacceptable. I see where they are acknowledging quality control issues on whether the pellet auger was machined or hand assembled. I feel they rushed this rollout and could have avoided a lot of negatives by doing some more real world testing. The same reason why people are more critical of Weber is because of their long standing position of offering a great product and customer service. As such, more is (justifiably) expected of them.

I still have my almost 20yr old Genesis Silver B that works like the day I bought it.

 

[Mwinters]

Thanks for the update! This is another reason why I will buy a Weber Smokefire EX6 v2.

Thanks for the update! This is another reason why I will buy a Weber Smokefire EX6 v2.

I am with you. I currently have the EX6. I've had a the same issues with the hopper everyone else has. I haven't cooked anything greasy enough so I assume this is why a grease fire hasn't happened yet. I just do not have the time or energy to be on the phone with weber helping them fix their problems. I want to keep it but am sending it back. I hope the next one that comes out fixes all these issues.

 

[tigermikie]

Just got off the phone with a Weber rep to order the new pellet ramp. The young lady said it would be shipped out today and that I should have it within a week. I told her that I had seen the video and knew I could install it. She asked me to please give them a call if I had any trouble with the installation.
It's good to hear how Weber has stood behind these smokers. I know the Company truly regrets the issues people have had, but they are determined to make it right.

 

[abmet]

My order still shows not shipped yet, but says will be FedEx overnight. They got these made pretty quickly it seems. I didn’t even ask to order it, just asked if it was going to be complimentary or not in a reply to them. They seem to be working hard to help solve issues customers are having. I’ve had quicker turn around on emails even getting them off hours. Thinking they are working overtime.

 

[JmanOhioBBQ]

I just got off the phone with Weber Support. It was almost 9PM EST when they called me and I answered the phone. My thoughts on the call are a little hesitant overall but we will see how everything plays out. Before they called I did receive a phone call @ 7:04PM ESTand missed it because I was at my door dealing with a food delivery driver. When I tried to call back it was from Weber IGrill support and the VM said it was after hours and leave a message. I did and I also texted the number telling them what had happened and they could call me at anytime.

I then received an email from Weber support at 8:20 that stated they had tried to call me twice today and wanted to know a good number to reach me at. This was disturbing to me as I had only missed one phone call from them (or anyone else today since this phone is used for business and I keep it pretty much by my side 24/7) so I responded to them that same info and told them they could call me at anytime. I definitely did not have but one missed call and did a screen shot of my recent calls just in case.

Anyways, I did receive a call from support at 8:53PM EST. The CSR was very nice and asked me several questions. Many of the questions were already answered in the last email I sent them today with the included videos. There was not any mention of my previous issues that I had emailed in on Tuesday. As I answered her questions, I walked her though exactly what happened in detail since Friday afternoon (the last time the grill functioned mostly properly) and Saturday evening when we had the melt down. After everything she said she had sent me an email and would need me to follow the instructions of the email and take pictures that were requested. When I asked her if she had sent the email already she said she did but I didn't get it. She then asked me if my email address was an email I had never heard of and I said no (It was clearly another customers email) and she then took my email address and sent it to me.

Here is what they have requested:

Dear Caller,

Thank you for contacting Weber. Per our discussion today, please reply to this email with the following photos attached to the reply:

• A photo of the entire grill
• A photo of the serial number sticker on the inside of the hopper lid
• A photo of the controller firmware & software version screen. This information can be found by selecting the following on the controller of the SmokeFire grill: menu/about screen/ scroll knob to locate information
• A photo of the inside of the hopper
• A photo of the inside of the cookbox with the grates and flavorizer bars removed
• A photo of the inside of the burn pot with the heat diffuser plate placed over the burn pot removed
• A photo of the entire grease tray assembly removed from the grill
• A photo of all damaged parts

Photos must be sent as an attachment. Please do not send links to photo hosting websites due to security reasons.

Once your photos have been received, a customer care specialist will contact you by phone or email within 72 hours.

Thank you,

Weber Consumer Care Team
Weber-Stephen Products LLC
Tel: 877-960-2246
Hours: Monday through Saturday, 8am-7pm CST


As I was reading this on the phone with her I explained that the serial number is not located inside the hopper but that I could take a picture of one of the serial number stickers that came with my grill. She told me that was fine. I also asked about "pictures of damaged parts" an explained I have not tore the grill down completely but was concerned their may be damage in the assembly under the cooker beyond the burned gasket that can be seen in the video I sent them with the email. I wanted to know if I needed to disassemble more of the grill for pictures. She said she did not think so at this time and I should send the photos requested and a specialist would go from there. When I asked her about my concerns with the grill from the original email before I had this meltdown she told me to send in the info requested and the specialist would go from there and review everything.

Overall I am glad Weber got the ball rolling on my ticket but I definitely did not miss two calls today from them, I hate having to repeat myself, I am unsure if I should make the innards of the grill become "exerds" and take pics of everything and am a little concerned over the botched email address issue. All that and the fact that I will have to come home tomorrow and do all this just to send it all in and wait is a little frustrating. I just want a working grill. I work for a huge company much bigger than Weber so I understand the song and dance and the hula hoops but I just want my grill fixed or replaced as fast as possible so I can get back to enjoying using the grill and the family life I have enjoyed around my cooking on the grill.

I am sure Weber will make it right in the long run. I know they will. I would have just loved to have them call and say "Hey, we saw everything and read everything. Here is what we are going to do." Instead I have to answer more questions, provide more pics and wait for the specialist.

It’s nice to hear they are taking care of you on all your problems. I haven’t had any crazy issues yet with mine, but I may just go ahead and get the hopper insert just in case. But it is nice to know that if anything should come up they will work with me on those issues. So far first pellet grill and food has come out amazing!!