Yes, it really depends on who you talk to. A couple of years ago I noticed some bad crazing on my brick red Performer bowl.
The first person I called agreed that it should not do that and would get a replacement out ASAP. Then she asked me the color. I told her Brick Red. "I am sorry we no longer make that color. So I said black would be ok as they will hopefully always make that color. I also complained that my grill would not look right with a Black bottom and Brick Red top, so she said they would ship a new cover too. Two days later a new black cover and bowl are sitting on my door step. The only problem is that the inside of the bowl had a run in the porcelain finish. No biggy as it will function just fine but I had to let them know the QC is lacking.
So I make a second call. I get an older woman who was not the best at customer relations but was very good at her job. She asked for photos that the first woman did not want, even though I offered. She was most perplexed as to why I was sent black instead of brick red since they are in stock. She said she would have a Brick red bowl out the next day and I get to keep the black set. Two weeks later I still had nothing.
Third call. I talk to a guy this time and he reviews everything that had happened so far in the notes. He doesn't know why my replacement had not been sent out yet and tells me to look for it in the next two days. Sure enough two days later it is on my door step. I immediately replace the crazed one and am a happy camper with a spare black set to boot! I gave away the crazed bowl to the first person who asked for it on TVWBB.
But, the story is not over yet. A week later I come home from work and my wife asks me what I ordered this time. I was confused as I had not ordered anything. Yet in the dining room was a large box from Weber. The missing Brick Red bowl!
Now I have a my Brick Red SS Performer, a spare Brick Red bowl and a spare Black set!
Topic: Weber Parts and Service rant (Read 4726 times)
