With as much bad and polarizing press that Weber still seems to get because of the early problems the SF line had, I thought I'd pass on my recent experience as an example of a company that is definitely working hard to keep customers happy and to back their products. I've had my EX4 for coming up on a year now and really have not had any major issues. But the other day I went to fire it up to do some salmon for the family and the in-laws. All the typical fan whirring noises that I expected to hear were happening, but no plink of pellets falling. Quickly pulled pieces off to see that my auger wasn't turning. I didn't have time to troubleshoot because I had to plan B broil the salmon, but the next day did a full clean, pulled the auger and cleaned it, put it back together but still nothing. Called Weber CS and, even though their message said call volume was currently higher, I waited a mere 30 seconds to speak to a rep. I explained what was going on and what I tried and asked if there was any more troubleshooting I could do. He said it could be the fuse, but I expected that nothing would come on if that were the case. With no further evidence needed or even asking me to check the fuse then call back, he said it sounded like it could more likely be the auger motor and promptly ordered a replacement for me. Not sure I've had quite the experience with any other vendor/manufacturer where I can basically call and say, "Hey, I own your product and this part is broken", and they'd say, "Bummer, I'm sorry...I'll just send you a new one." But that's Weber.
