Anybody able to contact Weber support? (5+ days and counting)

[Jupiler]

Hi all, I've been trying to contact Weber support (from Canada) for the past 5 days but have not heard anything. My grill is basically unusable as is (and it's a brand new one..).

Opened a ticket on weber.com Saturday May 2nd, no response since.
I've tried calling on Monday, was on hold for 50 minutes, used the "call back" function but no one ever called back.
I've tried calling again today and I get the following message: "All of our support agents are assisting other customers, please reach out through our support portal at weber.com" and the line disconnects.

It's my first weber and I partially got it because of how good the customer service seems to be when people talk about it, and I understand that these are unusal times but I mean, not even a follow up that says "we're looking into it and will get back to you shortly"?

Anyone got better luck than me?

 

[Adam]

Nope, lm in the same boat

 

[jmccrack650]

I emailed support on May 4th (also in Canada), and no response yet.

 

[Adam]

I heard back this afternoon, they are sending a welded unit and a free bag of pellets, the woman said they were buried and working from home. I called earlier this week and left a number for a call back

 

[jmccrack650]

Adam, out of curiosity, did you need to provide much detail to get them to send the new welded auger? I am receiving my new EX4 tomorrow, and want the new welded auger. No point in waiting... running into issues, and then contacting support. Makes more sense to get all the upgrades right away.

 

[Adam]

They were more than kind but did ask questions about my issues. I had registered my smoker on line so that helped so they knew exactly what I had and all my info. If your just getting your new grill it may have already been updated

 

[Cuisto]

Poor service for US in canada, difficult to have a french service, Sophie give me a good service but it is long to have answer. I hope I will have a BBQ in service soon

 

[laketater]

Hi all, I've been trying to contact Weber support (from Canada) for the past 5 days but have not heard anything. My grill is basically unusable as is (and it's a brand new one..).

Opened a ticket on weber.com Saturday May 2nd, no response since.
I've tried calling on Monday, was on hold for 50 minutes, used the "call back" function but no one ever called back.
I've tried calling again today and I get the following message: "All of our support agents are assisting other customers, please reach out through our support portal at weber.com" and the line disconnects.

It's my first weber and I partially got it because of how good the customer service seems to be when people talk about it, and I understand that these are unusal times but I mean, not even a follow up that says "we're looking into it and will get back to you shortly"?

Anyone got better luck than me?

Welcome to the poor customer service club! I just quit trying to contact them. In your case, sounds like you need a part or something. Did you buy it a a box store or on line? If box store, you should be able to reurn it. If on line, it's a bit more complicated being you have to contact the no customer service line. Good luck!

 

[Jupiler]

I guess I'm not the only one...

As a little info, I found a way to see all my open tickets and status with the Weber support by accessing this link once logged in:

https://consumer-care.weber.com/hc/en-ca/requests/

It should give you a list of the requests and the dates they have last been updated, as I couldn't find another way to see these. You can even comment on them.