The most serious issue regarding service is what he describes early in the video (also mentioned in his earlier video about the Summit Charcoal’s leak):
Namely, that Customer Service should never use anecdotal experiences with whatever product example they might have laying around, as the standard of how the product should perform. Doesn’t matter if the product is new, or old.
Attn: Weber CS, when confronted with a curve ball:
1) Confirm the behavior with Product Planners/Marketing.
2) Confirm the behavior with Engineering.
3) There is no Step 3.
I like Justin quite a bit. His genuine honesty comes through in his videos crystal clear. He’s “one of us.” But Justin should NOT have received a free grill. Not as a customer, not as a Grilling Media Personality, not as a reviewer.
Professional reviewers can be defined as anyone who makes money or benefits from giving an opinion. This includes ad revenue/perks from YouTube videos or temporary employment opportunities from alignments with manufacturers such as Adrenaline Barbecue, as Justin has done.
That said, it is longstanding practice in some industries to extend to reviewers a roughly 50% off price for products purchased. And FYI, possession of super-“long term” demo models are not ethical.
Justin’s heart is in the right place but I am disappointed he accepted the kettle. And from the CEO! You cannot remain insulated from bias, when gifted.
P.S. I hope Weber reconsiders the leg sockets paint targets for all kettles. They do rust through, and faster than anything else.