gjk18
New member
I purchased a Smokefire EX6 last Tuesday 8/23, had it delivered Thursday 8/25, and when turning it on for the first time, the controller screen was blank with the backlight repeatedly flashing.
I immediately contacted Customer Support who told me the motherboard needed to be replaced and that they would send it via expedited shipping. Since I didn’t receive a tracking number, I called in on Friday and was told not only that the part was back ordered, but that it was ordered with standard shipping. A second order was placed with expedited shipping, though without an ETA.
Moving on to Saturday, I called back in to explain my frustration and that I couldn’t wait weeks for a replacement part of I only had 30 days to return the grill to the store. Unfortunately it was the last one in stock, so the store told me it’s Weber’s problem to fix, not theirs. After some troubleshooting, the rep informed me the controller needed to be replaced and he ordered one via expedited shipping - and cancelled the motherboard order.
The controller came today and when I attached it, I still have the same error. I called Customer Service no less than three times, only to be told that no one was available to help me, someone would call me before the end of the day, followed by someone would call me within 24-72 hours.
Has anyone had a similar experience with Customer Service? This is absolutely mind-blowing and I’m about to say forget it and go with a different manufacturer. I can’t keep waiting for call-backs and back ordered parts… it’s almost football season and I want a working piece of equipment!
I immediately contacted Customer Support who told me the motherboard needed to be replaced and that they would send it via expedited shipping. Since I didn’t receive a tracking number, I called in on Friday and was told not only that the part was back ordered, but that it was ordered with standard shipping. A second order was placed with expedited shipping, though without an ETA.
Moving on to Saturday, I called back in to explain my frustration and that I couldn’t wait weeks for a replacement part of I only had 30 days to return the grill to the store. Unfortunately it was the last one in stock, so the store told me it’s Weber’s problem to fix, not theirs. After some troubleshooting, the rep informed me the controller needed to be replaced and he ordered one via expedited shipping - and cancelled the motherboard order.
The controller came today and when I attached it, I still have the same error. I called Customer Service no less than three times, only to be told that no one was available to help me, someone would call me before the end of the day, followed by someone would call me within 24-72 hours.
Has anyone had a similar experience with Customer Service? This is absolutely mind-blowing and I’m about to say forget it and go with a different manufacturer. I can’t keep waiting for call-backs and back ordered parts… it’s almost football season and I want a working piece of equipment!
