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Grill Talk => Weber Grill Forum (Grills, Accessories) => Topic started by: charred on July 30, 2020, 04:49:42 AM

Title: Thread for damaged GB 26 replacement experience
Post by: charred on July 30, 2020, 04:49:42 AM
Like some of you, my GB 26 arrived damaged. In my case, there was a sizable ding/porcelain pop on the lid rim. A warranty claim was processed quickly/easily online and Weber sent a confirmation email.

I'm in no hurry as I wait for a new lid. I thought a separate thread to record this aspect of the GB 26 experience might be of interest.

I haven't contacted Weber re: expected wait time. If you have, please post that, or any other related info, here.

PS- I LOVE my GB 26!
Title: Re: Thread for damaged GB 26 replacement experience
Post by: LightningBoldtz on July 30, 2020, 04:57:51 AM
I posted on the Facebook group a posted about what an issue is and what an issue is not.  We are starting to see people complaining about leg sockets not being perfect.  Hopefully we can avoid the disaster of misinformation we saw with the Red LE.  Weber really did a cool thing with the 26 GB, hopefully we can reciprocate back, as we have been complaining for years about the lack of colors.  Well, they are listening.
Title: Re: Thread for damaged GB 26 replacement experience
Post by: cclinard1 on July 30, 2020, 05:30:34 AM
Mine had some paint defects and the handle was uneven.  Have a warranty claim in progress for new lid and bowl.  Rep told me they didn't have an estimated ship date as of a couple days ago.
Title: Thread for damaged GB 26 replacement experience
Post by: bamakettles on July 30, 2020, 05:55:51 AM
Mine has a porcelain pop on the lid about 8 inches down and to the right of the vent and another mark on the other side.  It also had some color issues on the leg sockets and ash pan tabs, but I feel those are normal.  My replacement lid was supposed to be in stock yesterday (7/29) and I'm supposed to get a shipping email confirmation when it heads my way.  I did get a shipping email the other day and I logged into my Weber account and it says they're sending me a cook book.  I thought that was nice.
Title: Re: Thread for damaged GB 26 replacement experience
Post by: Kneab on July 30, 2020, 06:12:36 AM
I do not have a new Glen blue or have one on order. But I feel the issue with the leg sockets and ash catcher tabs would be a non-issue for me. However if there was any porcelain pops, damage to the leg sockets, to the lid or bowl due to it being dropped on its side or bottom I would file a claim with Weber.

To you guys that have received these grills, they look great. I wish I didn't already have 3 26ers. I would have ordered one of these in a minute.

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Title: Re: Thread for damaged GB 26 replacement experience
Post by: charred on July 30, 2020, 07:28:44 AM
I wish I didn't already have 3 26ers. I would have ordered one if these in a minute.

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??    ;)


Title: Re: Thread for damaged GB 26 replacement experience
Post by: JEBIV on July 30, 2020, 07:56:55 AM
I do not have a new Glen blue or have one on order. But I feel the issue with the leg sockets and ash catcher tabs would be a non-issue for me. However if there was any porcelain pops, damage to the leg sockets, to the lid or bowl due to it being dropped on its side or bottom I would file a claim with Weber.

To you guys that have received these grills, they look great. I wish I didn't already have 3 26ers. I would have ordered one if these in a minute.

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oops I forgot to count how many 26ers i had before I ordered LOL
Title: Re: Thread for damaged GB 26 replacement experience
Post by: Fat Tony on July 30, 2020, 02:38:08 PM
After a couple of cooks on this beauty I notice blue chips by the front leg! First thought was "Oh f*ck!" Upon inspection I couldn't find where it came from. Mrs. Fat Tony found where it came from, where the handle meets the bowl.
No biggie, thank God. I'll keep an eye on that area and oil as needed. I love all my Webers equally. (https://uploads.tapatalk-cdn.com/20200730/88087abf05382efae1833fd63d0de0f6.jpg)(https://uploads.tapatalk-cdn.com/20200730/529fcbe6f2bd2a49054ebd54fc17cf5a.jpg)

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Title: Re: Thread for damaged GB 26 replacement experience
Post by: charred on July 30, 2020, 03:48:57 PM
Wth.
Title: Re: Thread for damaged GB 26 replacement experience
Post by: Bob BQ on July 30, 2020, 09:50:13 PM
Here we go....


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: charred on August 05, 2020, 02:18:18 AM
Overnight email confirmed lid replacement has shipped! ETA: Friday. Fingers crossed. :)

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Title: Re: Thread for damaged GB 26 replacement experience
Post by: bamakettles on August 05, 2020, 03:36:51 AM

Overnight email confirmed lid replacement has shipped! ETA: Friday. Fingers crossed. :)

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Same here! 


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: WNC on August 05, 2020, 07:01:37 AM
This gives me hope that theyíll be available again sometime soon 🤞


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: Weberguy on August 06, 2020, 04:20:34 AM
On July 25, my replacement bowl was unavailable, but it has now shipped and will arrive on Friday!
Title: Re: Thread for damaged GB 26 replacement experience
Post by: bamakettles on August 06, 2020, 10:55:31 AM
So this arrived yesterday, free of charge.  Lid scheduled to be here Friday....  I'd say they're really trying.  Kudos to Weber!

https://www.weber.com/US/en/accessories/merchandise-and-outdoor-lifestyle/cookbooks/9551.html?cgid=1372#start=1
Title: Re: Thread for damaged GB 26 replacement experience
Post by: charred on August 06, 2020, 12:27:41 PM
Any damage? :) :) :)
Title: Re: Thread for damaged GB 26 replacement experience
Post by: bamakettles on August 06, 2020, 12:52:43 PM
Any damage? :) :) :)

Nope, cookbook was actually in an oversized box and packed very well!  ; )
Title: Re: Thread for damaged GB 26 replacement experience
Post by: bait on August 06, 2020, 01:47:50 PM
Just got my replacement lid and bowl today. Happy to say thereís no damage this time.

They also sent me a leg kit (was missing the front leg) and a new cooking grate (original had one of the hinged sides completely stuck up).

Iím very happy with Weberís service. This is the first time Iíve dealt with them.

Now what the heck do I do with the old parts?
Title: Re: Thread for damaged GB 26 replacement experience
Post by: Kneab on August 06, 2020, 01:51:11 PM
I'm sure somebody will be contacting you soon enough to help you dispose of them.

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Title: Re: Thread for damaged GB 26 replacement experience
Post by: bamakettles on August 06, 2020, 03:29:31 PM

Just got my replacement lid and bowl today. Happy to say thereís no damage this time.

They also sent me a leg kit (was missing the front leg) and a new cooking grate (original had one of the hinged sides completely stuck up).

Iím very happy with Weberís service. This is the first time Iíve dealt with them.

Now what the heck do I do with the old parts?

Bowl = Fire pit or planter

Lid = creative light shade that hangs in your grilling area.

Keep the cooking grate, those things are pricey. : )


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: bamakettles on August 06, 2020, 03:30:49 PM
My new cookbook Weber sent goes well on the coffee table with my vintage CB.


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: getlego on August 06, 2020, 06:06:11 PM
Lid and bowl arrived today. I believe my wife and I were the first or second ones on here to get the new GB. I was the one who posted the damaged / bent handle. I feel kind of bad because it started a flurry of complaints. Some valid and some maybe not so valid.

So we originally received a perfect lid and the bowl with the bent handle missing porcelain. The perfect lid fit like crap on the bowl. It rocked so bad you could see about half the rolled lip on the bowl if one side of the lid was pushed down. I showed it to my wife and without my knowledge she got on the phone with Weber and got a replacement bowl and lid.

So, they arrived today on the porch. We opened the bowl first and it was absolutely perfect. Sorry to say, the lid not so good. The vent fits like crap and is loose. Itís kind of flat. The worst part is the lid has a clear factory defect in the finish. Photos to follow.

We are thinking about storing the out of round lid with the serial number and the new perfect bowl for the future. We would cook on the blemished lid with the bent handle bowl.

I donít know what else to do. We could make another claim for the lid but at this point we have something to cook on and something to look at. Any opinions ??? As I said I fell bad that any of this has happened. Itís a beautiful grill. I just have to be honest with you guys and our experience. None of this is to bash Weber. And I do own a red LE [emoji3]. Iím happy with it and all itís quirks. This glen blue is nothing like that.


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: charred on August 07, 2020, 04:21:38 AM
@getlego I understand your uneasiness, but there's really no need to apologize or feel weird. My replacement lid is due today, and I dread getting another bad one.

If you (we) were in a store, and saw these "2nds" on display, would we expect to pay full retail?

We all love Weber's generous response regarding replacements. Most importantly, it's THEIR choice to not send return shipping labels and ask for the damaged parts to be returned.

It's all good. :)
Title: Re: Thread for damaged GB 26 replacement experience
Post by: bamakettles on August 07, 2020, 05:31:11 AM
Lid and bowl arrived today. I believe my wife and I were the first or second ones on here to get the new GB. I was the one who posted the damaged / bent handle. I feel kind of bad because it started a flurry of complaints. Some valid and some maybe not so valid.

So we originally received a perfect lid and the bowl with the bent handle missing porcelain. The perfect lid fit like crap on the bowl. It rocked so bad you could see about half the rolled lip on the bowl if one side of the lid was pushed down. I showed it to my wife and without my knowledge she got on the phone with Weber and got a replacement bowl and lid.

So, they arrived today on the porch. We opened the bowl first and it was absolutely perfect. Sorry to say, the lid not so good. The vent fits like crap and is loose. Itís kind of flat. The worst part is the lid has a clear factory defect in the finish. Photos to follow.

We are thinking about storing the out of round lid with the serial number and the new perfect bowl for the future. We would cook on the blemished lid with the bent handle bowl.

I donít know what else to do. We could make another claim for the lid but at this point we have something to cook on and something to look at. Any opinions ??? As I said I fell bad that any of this has happened. Itís a beautiful grill. I just have to be honest with you guys and our experience. None of this is to bash Weber. And I do own a red LE [emoji3]. Iím happy with it and all itís quirks. This glen blue is nothing like that.


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I would call them back and request another lid.  They are doing a good job replacing damaged goods, but until they realize the the packing is not protecting the product they will not change anything.  I've seen a few on FB with opening pics of the replacements.  Most are arriving in good shape, but it's clear that there is no protection for the bowls and lids at the 4 flat parts of the box where the metal is less than a half inch from the cardboard.  The corners look well protected, but one mishap on the flat sides of the box and you get what happened to your lid.  This is not your fault, so no guilt IMO for you to hold them to making it right for your $400 grill.  Good luck!
Title: Re: Thread for damaged GB 26 replacement experience
Post by: Red_5_Wrangler on August 07, 2020, 05:43:26 AM
@getlego I understand your uneasiness, but there's really no need to apologize or feel weird. My replacement lid is due today, and I dread getting another bad one.

If you (we) were in a store, and saw these "2nds" on display, would we expect to pay full retail?

We all love Weber's generous response regarding replacements. Most importantly, it's THEIR choice to not send return shipping labels and ask for the damaged parts to be returned.

It's all good. :)
Agreed, I am tired of hearing about how some are going to ruin it for all crap. I mean people are really infanitizing this massive company. I love Weber almost all Weber things but it doesn't mean they are master nor does it mean I have to accept whatever they send out.

I have had one or 2 claims over the years that I still feel were fully righteous but were denied. I have had numerous where I was just calling for part numbers or to buy something and they put it on a claim and send it for free when it wasn't needed or expected.

They can make their own decisions just like they did when they made the LE. Many of those claims were completely warrantied, some weren't and got filled and some were rejected. If they didn't make good decisions after that then it's on them.

LE issues
GB issues
Smokefire issues

Still they make good money, they do the same analysis other companies do. (fight club equation)
If the limited claims are less than making them all right in the 1st place then pay the claims and leave the line. If it cost more for claims than it does to make and ship them right then they fix the line.

Last rant, I find myself thinking wkc is Weber client base but I pretty sure it's actually just a small small fraction of their main customers.

It would be interesting to see how many glen blues end up being sold in this year vs the average number of active wkcers.

Thank you for coming to my Ted Talk

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Title: Re: Thread for damaged GB 26 replacement experience
Post by: charred on August 07, 2020, 06:32:03 AM
Well, a  FEDEX truck came up the street and pulled into a parking lot across the street. Guy delivered a package, got back in van and drove away. Damn.

Should I put this in the TEASE thread?  :o
Title: Re: Thread for damaged GB 26 replacement experience
Post by: charred on August 07, 2020, 07:18:26 AM
Very happy to report that replacement lid has arrived in perfect condition. Thanks again, Weber.

Now gonna send them a thank you email...

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Title: Re: Thread for damaged GB 26 replacement experience
Post by: getlego on August 07, 2020, 09:09:40 PM
So not sure if I was clear but this is not damage from shipping. It is completely sealed and smooth. Itís just lumpy. It looks like a run from too much spray paint. Strange to me it is on the vent side if you stood the lid up it would be dripping straight down. Iím guessing they must hang these to get full coverage????  That would mean it was hung from the thermometer side. Does anyone know, are these coated from the top or do they hang them to apply the porcelain? Look again at the photo and the bumps are sticking out away from the rim. My guess is there was some oil or contamination there that caused it to run. Believe me this is not a pop or ding. It is completely sealed and would never rust. Itís just an obvious blemish in my replacement lid. No doubt it is a factory defect.


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: charred on August 08, 2020, 04:46:03 AM
Again, my opinion is that we pay the retail price in exchange for a non-blemished product. I suspect Weber expects us to expect to receive unblemished products! Your replacement  lid is not unblemished.

If Weber prefers to replace defected products without asking for that item to be returned via a prepaid return shipping label, so be it.

To allay your discomfort, ask them for a return label.

Title: Re: Thread for damaged GB 26 replacement experience
Post by: Weberguy on August 08, 2020, 05:34:33 AM
Replacement bowl arrived yesterday and appears to be in good condition.  Now to assemble!
Title: Re: Thread for damaged GB 26 replacement experience
Post by: Red_5_Wrangler on August 08, 2020, 05:48:09 AM
I was one that got a lid with the porcelain messed up at the vent and wouldnt spin freely without breaking some porcelain or bending the vent.

New lid was literally toss on my porch on its side from 4 feet back, but it is perfect!

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Title: Thread for damaged GB 26 replacement experience
Post by: idahome on August 08, 2020, 03:28:35 PM
My lid and bowl both came with some superficial issues. Luckily no broken or bent bowl handle like some have experienced.

I almost didnít want to pay the $400 + tax for this grill, but I decided why the heck not? Iíve always wanted a Glen Blue.

First time also ordering directly from Weber.

The leg sockets were chipped in a couple places and one ash tab was too and there was a silver mark on the bowl. And then the lid damper had some chipping and one of the holes is raised up higher than the rest so the damper doesnít lay flat (first four pictures).

Some of it is pretty superficial, but I havenít ever had an issue with any other Weber product. Iíve purchased 5 Weberís of various sizes from Home Depot, Loweís, U-Line and a small town Ace Hardware type place and all have been incredible.

Got a notification that my replacement lid shipped (didnít even give me a tracking number), and that just randomly showed up today.

Super bummed to report that the lid damper on this is loose as heck. Spins like a pinwheel. And has a few minor paint imperfections (last photo).

Iím wondering if I want to contact Weber and just see if I can send it back all back for a refund entirely. I just donít want to keep using up their resources.


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: getlego on August 09, 2020, 12:17:50 AM
Iím with you ! The lid damper is so loose. In my opinion itís not useful. So maybe you can cook on it but to be honest with you if I cannot snuff out the coals at the end of the cook itís no good. I have like 23 grills that can do that.

I donít want to be like this but something is wrong in the house.


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: dwnthehatch on August 09, 2020, 02:56:08 PM
I have the same issue with the raised portion on the damper. It's extremely hard to turn and every time I spin it, it takes a chunk of porcelain with it.
Title: Re: Thread for damaged GB 26 replacement experience
Post by: Weberguy on August 10, 2020, 06:12:48 AM
I have the same issue with the raised portion on the damper. It's extremely hard to turn and every time I spin it, it takes a chunk of porcelain with it.

Me too.  It's untenable, so I put in a claim and they're sending me a new lid.  So that makes a new bowl and lid.  Once again, great customer service yet poor quality control, at least as far as my experience is concerned.
Title: Thread for damaged GB 26 replacement experience
Post by: bamakettles on August 10, 2020, 11:24:36 AM
Received my replacement lid today and it's perfect.  Vent works as it should (original was waaaay too tight) and more importantly, the finish is a perfect as can be.  Now I have to be careful and not drop it!
Title: Re: Thread for damaged GB 26 replacement experience
Post by: WNC on August 10, 2020, 01:13:54 PM
So glad to hear!
I canít wait for them to be back in stock


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: Mr.Smoke on August 10, 2020, 04:56:54 PM
Are some of the lids shipping without the lid damper? For some reason they sent me a separate lid damper kit. My lid and bowl arrive tomorrow.
Title: Re: Thread for damaged GB 26 replacement experience
Post by: bamakettles on August 10, 2020, 05:12:46 PM

Are some of the lids shipping without the lid damper? For some reason they sent me a separate lid damper kit. My lid and bowl arrive tomorrow.
No idea.... I did not get a separate damper, just a lid with damper installed. 


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: idahome on August 11, 2020, 08:44:20 AM
Does anyone know the protocol of how to go about getting a replacement lid replaced?

The customer service rep said I could just reply directly to our email thread, but Iíve replied to it with zero response and Iíve sent messages since Thursday.

The replacement lid I got was even worse. The damper is super loose, has some black spots on the lid and some chipping in the damper holes.

However, got the replacement bowl and itís way better than my original one so that was a huge W.

So do I just send an email to CS about the 2nd replacement lid or do I just fill out another warranty claim form? Just want to know whatíll be the quickest/easiest/most effective.

Thanks!


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Title: Re: Thread for damaged GB 26 replacement experience
Post by: bamakettles on August 11, 2020, 11:16:23 AM
Does anyone know the protocol of how to go about getting a replacement lid replaced?

The customer service rep said I could just reply directly to our email thread, but Iíve replied to it with zero response and Iíve sent messages since Thursday.

The replacement lid I got was even worse. The damper is super loose, has some black spots on the lid and some chipping in the damper holes.

However, got the replacement bowl and itís way better than my original one so that was a huge W.

So do I just send an email to CS about the 2nd replacement lid or do I just fill out another warranty claim form? Just want to know whatíll be the quickest/easiest/most effective.

Thanks!


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I'm thinking since you've already had one replacement sent you'll more than likely need to call and talk to someone there.  My best advice is call the customer service line and choose the callback feature.  It worked well for me.

-g
Title: Thread for damaged GB 26 replacement experience
Post by: idahome on August 11, 2020, 11:25:17 AM
Does anyone know the protocol of how to go about getting a replacement lid replaced?

The customer service rep said I could just reply directly to our email thread, but Iíve replied to it with zero response and Iíve sent messages since Thursday.

The replacement lid I got was even worse. The damper is super loose, has some black spots on the lid and some chipping in the damper holes.

However, got the replacement bowl and itís way better than my original one so that was a huge W.

So do I just send an email to CS about the 2nd replacement lid or do I just fill out another warranty claim form? Just want to know whatíll be the quickest/easiest/most effective.

Thanks!


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I'm thinking since you've already had one replacement sent you'll more than likely need to call and talk to someone there.  My best advice is call the customer service line and choose the callback feature.  It worked well for me.

-g

Thank you! I think Iíll wait another day or two to see if the CS rep gets back to me. She said if I had any problems with the replacements to just reply to that same email and she would help. So Iím hoping she gets back to me because then I donít have to re explain everything.

If not then Iíll try and give a call. Thanks for the tip on the callback feature! Really appreciate your help.


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