OT Call out for great customer service OT

mrw123

Tore apart my Weber Summit to give it a thorough cleaning.  Noticed the cookbox had rusted through in the area above where the burners meet the manifold.  Every other part of the grill is in great shape so I figured I'd see if I could buy a new cookbox online for a reasonable price.  No luck.  So, I contacted Weber directly and asked if I could get a replacement.  They had me register the grill and then they checked the warranty for me.  Turns out my grill had a 10 year warranty on the cookbox.  My warranty expired 2 months ago! I had no idea.  Without even asking for an exception, they emailed to tell me they ordered me a new cookbox and it was going to be shipped today.  Amazing.  I was ready to pay them for a cookbox and they had no interest.  When a friend needs a gasser, the only one I recommend is Weber.

SaintJohnsEgger

I've had the same kind of support for my CharBroil gasser. That kind of stuff buys brand loyalty.

jabam

Good on them, customer service should always be number 1

dannys

I tried to buy replacement burners for my Weber a few years ago. I was told they had a 10 year warranty and that I was getting them at no charge. I've since gotten a new grill (and two BGEs) and the old one is still in use by my brother.

blasting

Love a good customer service story.  Thanks for sharing.

I'm a weber fan myself, and have contacted them a few times.  The parts that are not covered under warranty are very reasonable priced.  Weber doesn't try and make bank on service parts - unlike most companies.  

Lit

The cookbox should have a longer warranty than that. I bought a used genesis like 7-10 years ago that was rusted through and the whole bottom rusted out. I called Weber and they sent me everything new and I was told all the main components like the cook box and side shelves the parts that are real stainless have a 25 year warranty. May have changed since then but either way their customer service was great. Nice to deal with the actual company and not a dealer network. 

StillH2OEgger

Lit said:

The cookbox should have a longer warranty than that. I bought a used genesis like 7-10 years ago that was rusted through and the whole bottom rusted out. I called Weber and they sent me everything new and I was told all the main components like the cook box and side shelves the parts that are real stainless have a 25 year warranty. May have changed since then but either way their customer service was great. Nice to deal with the actual company and not a dealer network. 

I have a Genesis that has been great, but I do think in the last couple years the stated warranty has been reduced to 10 years on most stuff. Glad to hear they are nice to work with should I ever need to deal with them.

lousubcap

Can't say enough good about Weber.  I steer everyone one their way for the opening volley into the Q world.  Hopefully the charcoal models but if it's gas then so be it. 

mrw123

Would you believe the cookbox arrived today? 
Instead of working, I decided to take apart, clean and reassemble the grill.
10 year old grill looks like new. Amazing. Only casualty was my thumb. Definitely don't want to drop a 60# cookbox on your thumb when you're fitting it into place...