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.