Shout out to Weber for exceptional customer service

[treesmacker]

Home Depot delivered my new Weber Spirit 3-burner gasser (assembled) and it was making this weird noise as the lid opened, kinda like opening a dumpster lid. I discovered a piece of sheet metal mounted to the lid that was warped and rubbing on the rear edge of the cast aluminum base. I figured Home Depot must have done something wrong with the assembly, so I read the instructions and could not find that piece in the assembly. I called Weber, discussed with them, and sent pictures through their system. Since it is a new product (Spirit E-325) and the tech could not resolve the problem, he told me he would send it over to the NPI team and they would get back to me. Next day their NPI team offered to send a new lid assembly. It arrived a day or two later via FedEx; a complete lid assembly with that sheet metal part included and not bent or warped. Easy lid replacement by just removing a couple of cotter pins and moving the thermometer over by removing one wing nut. They said to just keep the failed lid assembly, so now I have some spare parts (handle, brackets, etc...).

So, I appreciate that Weber is not the cheapest on the market, but is high quality and with exceptional service. I highly recommend their products.

BTW, it was Made In China. One of the reasons I bought now.

[Jerod Broussard]

Coolness. I have a Weber gasser, love it.

[DavidNorcross]

I like reading these posts. It seems like good customer service is a lost art.

[HawkerXP]

If I may bust in with another story.

My good friend has a Weber gasser for at least 10 years. Had a gas leak where the hose attaches to the regulator. Couldn't be tightened so he bought a new Weber hose assembly. Less than a year later its leaking in the same spot as the other one.
He calls me to ask about getting a new one from Walmart as their brand is cheaper. I told him to call Weber and explain what's been happening. You know, see what they say. He did. They are sending him a new hose assembly no charge.

[Hulagn1971]

Weber has the best customer service in the industry.