Weber Grills customer service is top notch

[Dadof3Illinois]

jfmorris Thanks for not only reminding me to contact them but kind of pushing me to do it.
Two of the leg holders of the bottom of my 26” kettle had broken tack welds and was sitting lopsided by over an inch. So last night I took a couple pictures and sent them to weber customer service this morning. By 10 Am I got an email saying my complaint was being reviewed. Right after lunch I was informed that they are sending me an entire bottom bowl with new ash catcher and sweeps. I really didn’t expect them to replace it, thought at best they might offer a small discount on a new one. Awesome customer service. Now what do I do with the old bottom!!

[Mr. Bones]

Mount th old bottom to a cart, make a 26" Performer!

[Mudkat]

This is THE perfect idea!

[Dadof3Illinois]

My thought was to build a table and put it in that. But from their email they are only sending a new bottom bowl. I’ve priced a new lid assembly and grates and that alone is over $200. For $299 I can get a complete new 26” premium kettle. I’ll figure something to do with it though.

[Mr. Bones]

Dadof3Illinois are ya a member over at WKC? Could put up a want ad fer 26" lid n grates, I see em come an go alla th time....
Jus don't throw it out

[RonB]

Put a chinstrap on it and you will never have to worry about cookin' in the rain.

[Dadof3Illinois]

My wife said we could make a red neck flower pot...HA

[DWCowles]

They have always gave me great service.

[trasmc]

Agreed. I've had to call them maybe three times in the past 15 years. Always top notch service - even replaced a grill cover that was faded and cracked after a few months.

[jfmorris]

Dadof3Illinois I am glad you finally caved in and contacted them! So glad to hear they are taking care of you.

I've had a Weber Genesis Silver A 2 burner grill since 2002, and it just keeps going... and going... I replaced the burners once, and a few other parts, but the solid build quality has made me feel some brand loyalty. Now if it would just DIE I could tell the wife I *need* a bigger gas grill! Haha.

My crazy brother in law tossed a newer 3 burner Weber Genesis to the curb a couple of years ago without telling me and bought a new grill, as he is an idiot and doesn't know how to do anything like replace an over 10 year old burner. I would have rescued that bad boy from the trash and refurbished it in a heartbeat.

[Mudkat]

Agreed. They have great service!

[JeffJ]

I've only dealt with Weber customer service once. 3 years ago I got the 14.5 WSM for Christmas. The top of the center ring had a ding which prevented the lid from fitting properly. I called Weber and the rep asked me to email him a picture, which I did. 2 hours later I was informed by email that a new center ring was being shipped and it would arrive in 7-10 business days. I asked how I should ship back the center ring and was told not to even bother.

3 days later my new ring arrived.

My only experience with their customer service was excellent. Bottom line is their build quality is excellent. In addition to the 14.5 WSM I have a Jumbo Joe, a Spirit 3-burner, a Performer and a 26. Except for the 26 all of these cookers have gotten a lot of use and I've had no problems with any of them.