Posting here since it doesn't necessarily pertain to a specific type of Weber grill for the channels.
I have to give HUGE kudos to Weber support. They are really getting back on track and are back to going the extra mile to support customers. Early in the pandemic, I reached out to them concerning some of the issues I ran into with the SmokeFire. I had mixed results in responsiveness, helpfulness, etc. depending on who answered the phone and how long I had to wait (one time was 90 minutes). I accepted the feedback that they were really struggling with the overwhelming increase in calls due to COVID and all the customers cooking at home more frequently than before. I was even promised a follow up call at one point from a supervisor that never came.
Fast forward to 2021 and they have flat out proven they were working hard to get back to the support they were known for. They stood behind the SmokeFire, took it back with no questions as well as the accessories I bought directly from them. They called and followed up a couple times during the return even to make sure trucking company had scheduled pickup and gotten the grill.
In my brief time pellet grill free, I decided that I wanted the new Kamado hinge free diffuser plate for my WSCG, and the rep said even though it wasn't listed as officially supported on Gen 1, he thought it would be just fine too and even offered me a discount on it. I'm not sure if the discount was because I was trying something unproven (though we both knew it would fit just fine), being courteous because of my SmokeFire history, or just something they do frequently when customers are actually paying for parts instead of getting them via warranty.
Last week, I picked up the newly released Weber Traveler from HomeDepot.com. When it arrived, the side table was cracked, but still stays in place. I'm guessing this most likely occurred during shipping. Since it didn't seem to affect anything I continued forward using the grill and just sent an e-mail in later that night with a picture to see if it could be replaced. Within 24 hours, an order was in the system for a replacement table.
This morning, I get a call from a Weber support supervisor following up to make sure all I need is the table itself and making sure that I didn't need any additional hardware. So I ran up and looked under the grill, looks like just a few screws, so told him the table itself should be fine. Then he said he wanted to send something to make up for the inconvenience. Wow is about all I can say. They didn't have any Traveler accessories, so I asked what the griddle pan is in some of their Traveler promo shots and bam, Gourmet BBQ System griddle pan on the way.
Really glad I held out for that Traveler instead of going for a Napoleon TravelQ. I'm sure the Napoleon is great too, but happy that I bought again from Weber after they stood behind the SmokeFire. Now I just wish they make something that burnt sticks
I have to give HUGE kudos to Weber support. They are really getting back on track and are back to going the extra mile to support customers. Early in the pandemic, I reached out to them concerning some of the issues I ran into with the SmokeFire. I had mixed results in responsiveness, helpfulness, etc. depending on who answered the phone and how long I had to wait (one time was 90 minutes). I accepted the feedback that they were really struggling with the overwhelming increase in calls due to COVID and all the customers cooking at home more frequently than before. I was even promised a follow up call at one point from a supervisor that never came.
Fast forward to 2021 and they have flat out proven they were working hard to get back to the support they were known for. They stood behind the SmokeFire, took it back with no questions as well as the accessories I bought directly from them. They called and followed up a couple times during the return even to make sure trucking company had scheduled pickup and gotten the grill.
In my brief time pellet grill free, I decided that I wanted the new Kamado hinge free diffuser plate for my WSCG, and the rep said even though it wasn't listed as officially supported on Gen 1, he thought it would be just fine too and even offered me a discount on it. I'm not sure if the discount was because I was trying something unproven (though we both knew it would fit just fine), being courteous because of my SmokeFire history, or just something they do frequently when customers are actually paying for parts instead of getting them via warranty.
Last week, I picked up the newly released Weber Traveler from HomeDepot.com. When it arrived, the side table was cracked, but still stays in place. I'm guessing this most likely occurred during shipping. Since it didn't seem to affect anything I continued forward using the grill and just sent an e-mail in later that night with a picture to see if it could be replaced. Within 24 hours, an order was in the system for a replacement table.
This morning, I get a call from a Weber support supervisor following up to make sure all I need is the table itself and making sure that I didn't need any additional hardware. So I ran up and looked under the grill, looks like just a few screws, so told him the table itself should be fine. Then he said he wanted to send something to make up for the inconvenience. Wow is about all I can say. They didn't have any Traveler accessories, so I asked what the griddle pan is in some of their Traveler promo shots and bam, Gourmet BBQ System griddle pan on the way.
Really glad I held out for that Traveler instead of going for a Napoleon TravelQ. I'm sure the Napoleon is great too, but happy that I bought again from Weber after they stood behind the SmokeFire. Now I just wish they make something that burnt sticks
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