Talk me off this ledge if I am going overboard. I am trying to be understanding of the current situation but I am hearing more and more from people who simply are not getting support from Weber.
Weber built its name on a great product and solid customer service, we have witnessed over the past couple of years the products getting cheaper and cheaper in quality (Look at the Spirit II if you want proof). People look past this a bit and excuse it by saying they still have great customer service.
Over the past two days I have tried to get a hold of an agent to get some parts to not talk to someone and need to leave a message. I am speaking to other people who are telling me that they have left multiple messages and they will not call back.
As I said, people will make excuses for cheapening of products so long as support is still there, lose the support and you are going to lose people.
I was on the phone with Weber earlier this week - was on hold for about 30 minutes and then decided to take the callback option, so I pressed "2", the system verified my phone number and I got a call back in about 10 minutes. While not being overly nice, the lady did take care of my needs and my parts are supposed to arrive today according to FedEx tracking. I think maybe the callback option through the main system could be your best option. Good luck.
Quote from: bamakettles on June 27, 2020, 07:06:33 AM
I was on the phone with Weber earlier this week - was on hold for about 30 minutes and then decided to take the callback option, so I pressed "2", the system verified my phone number and I got a call back in about 10 minutes. While not being overly nice, the lady did take care of my needs and my parts are supposed to arrive today according to FedEx tracking. I think maybe the callback option through the main system could be your best option. Good luck.
I will try that
I had a very similar experience. Used the hold call back service. No questions asked. They shipped out a warranty part and it came in 5 days to Canada.
Quote from: bamakettles on June 27, 2020, 07:06:33 AM
I was on the phone with Weber earlier this week - was on hold for about 30 minutes and then decided to take the callback option, so I pressed "2", the system verified my phone number and I got a call back in about 10 minutes. While not being overly nice, the lady did take care of my needs and my parts are supposed to arrive today according to FedEx tracking. I think maybe the callback option through the main system could be your best option. Good luck.
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I'm having an issue with trying to get a hold of Weber customer service too. I did the press 2 for callback and no one called me back. Also did the leave a message and we'll get back to you thing. I also filed a warranty claim online before contacting them and no answer. I'm not mad, Because I know they're busy and with COVID it makes things tough on the customer service reps. But it's been almost two weeks since I filed this warranty claim online. I'll try calling them again Monday morning, wish me luck! Lol
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Covid hit a lot of businesses hard that probably weren't prepared for have employees work from home. After years of great customer service I think people can cut them some slack for these few months.
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Plus 1
Quote from: smokeyjoe on June 27, 2020, 10:12:35 AM
Covid hit a lot of businesses hard that probably weren't prepared for have employees work from home. After years of great customer service I think people can cut them some slack for these few months.
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Quote from: smokeyjoe on June 27, 2020, 10:12:35 AM
Covid hit a lot of businesses hard that probably weren't prepared for have employees work from home. After years of great customer service I think people can cut them some slack for these few months.
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Right. So many people are home and grilling more than they normally would so they are probably swamped . I just called the other day because the kid bail on my ivory scratched up my lid. Sending a new bail and lid . There customer service is really amazing . These people working there are probably burnt out. Like most of us are.
Just my thoughts!
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I've had an email in to both Weber Customer Service, as well as Menard's Customer Service.... 2+ weeks waiting on a reply from both. If we weren't in the midst of an unprecedented pandemic, there would be no wait. Patience.
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I think they have been swamped with SmokeFire issues too, which can't be helping.
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Quote from: JonesBBQ on June 27, 2020, 06:10:25 PM
I think they have been swamped with SmokeFire issues too, which can't be helping.
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The release of the smokefire + covid probably is the perfect storm. I am currently making my 4th call.
Sadly, if you look at the visitor messages on their Facebook page, you can see that the customer service has been horrible the last few months. Hopefully they can return to normal staffing and service levels soon.
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After reading this post I had to go read the reviews on the Smokefire.
The Ex6 has a 3.0 avg review and the Ex4 has a 3.2
Even without the 'Rona I think they would have their hands full. Seems like the bugs could have been worked out a little better before sending them out to the customers.
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After my fourth call and pressing 2 to leave my number someone did call me back and helped out. So I would suggest not sitting on hold waiting for someone to answer, just press 2 and leave a number to call back.
Quote from: Kneab on June 28, 2020, 04:38:49 PM
After reading this post I had to go read the reviews on the Smokefire.
The Ex6 has a 3.0 avg review and the Ex4 has a 3.2
Even without the 'Rona I think they would have their hands full. Seems like the bugs could have been worked out a little better before sending them out to the customers.
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It's a shame that there are so many issues with the SmokeFire, I see what they did as an honest attempt to draw in the average backyard griller. Some of the stuff they did that seemed brilliant turned out to be a negative. One thing that I thought was brilliant was when the grill is shutting off the auger will reverse to bring the pellets back in the hopper. Initially this seemed brilliant to prevent burn back in the hopper. In reality it just grinds up the pellets to a powder. Great idea, bad execution.
Of course we know about the larger issues
Grease fires, controller issues
It took me two months of weekly weekly emails to get an issue with my Summit grilling Center resolved. I assumed the original tech was laid off due to covid-19 and I was just filling her inbox up. I did not attempt to cal lin.
Although I did have to wait a while on hold, I did find that customer service was very helpful.
Yes, they are swamped, but patience and understanding goes a long way. I bought a WSM a few weeks ago and after I assembled it, I discovered that it was missing one of the lid handles. I submitted two tickets online through the Weber website but didn't hear anything. I am working from home these days so one day I decided to call them. I sat on hold for 30 minutes before someone finally answered. I was very nice and the lady on the other end was nice. I got the handle I needed a few days later.