Sorry to hear this. To you check the argur to make sure pellets are being fed properly. If you have tried to.start it again since this happened did you get a message that the unit did not power down properly?
Hopefully it is nothing serious and you will be back up and smoking.
One cool thing about this group is we are always respectful towards each other. As I have previously stated it is unfortunate you have had this experience with Weber Customer Service. From my experience customer service has gone above and beyond. Sorry to see you leave the smoke fire nation.