Customer service seems to have gone down

[MrPhilGrillTX]

They told me the corrosion on the shelf that holds the large central flavorizer bar was due to "pellet dust". Guess I should have cleaned the bottom out more before I took the photo. Not sure how pellet dust at the bottom causes corrosion on the shelf, and not on the bottom.

I also complained about 3 of my 4 probes not working. He also blamed that on the pellet dust, which really doesn't make sense to me.

So I think they are cutting costs by cutting willingness to help customers. Any excuse to not help.

 

[Goneincognito]

So are they replacing the bracket?

There is no context here so I'm not sure what is going on.

 

[bbqking]

Total balogna! Pellet dust would NOT cause corrosion. Would not cause probes to not work. That customer service tech must have pellet dust in his head.

 

[JpsBBQ]

I’m not totally sure about the dust being benign. It’s like ash in a fire pit. Very corrosive. Grills are a terribly caustic environment and ash from charcoal or pellets is very corrosive. I’ve seen it eat through much much thicker steel products in a fairly short time. It’s not necessarily pellet dust as it is ash.

 

[Goneincognito]

I’m not totally sure about the dust being benign. It’s like ash in a fire pit. Very corrosive. Grills are a terribly caustic environment and ash from charcoal or pellets is very corrosive. I’ve seen it eat through much much thicker steel products in a fairly short time. It’s not necessarily pellet dust as it is ash.

I would have to agree.

 

[tcsm]

I have the same issue with that shelf starting to fall apart. I am going to open a service ticket so will let you know what they say about mine.

 

[avrick]

I, too, am having issues with "customer service". Not necessarily the CSR, but overall customer service - not having stock of replacement/defective parts. I have been without my EX6 for just over a month. My fan failed and Weber hasn't had replacement fans available.
Smoker is useless without it. Also had to replace control unit. All within the first year of use.
I would have a very hard time recommending Weber at this point.

 

[Rustytrout58]

Have had similar issues as of late. Took a month to get parts and back to a working grill. Almost half that time was trying to get someone to call or email back. Very disappointed in CS right now. But I have a working grill again and all is good!

 

[Dassman5]

I agree that pellet dust/ash can be corrosive if left for long periods of time in a damp environment. That can be exacerbated when using and grill at high temperatures as much of the "protective" grease and food deposits that normally remain during smoking and cooking at Temps below 325F or so are burned off.

Under those conditions, especially in a high humidity or damp environment - such as without the protective, breathable Weber cover, such corrosion as you experienced can occur.

Have you tried explaining this issue in detail to Weber, as I have seen others with similar complaints on registered units have that resolved by Customer Support??

On the other hand, I have had my ex4 for 27 months and I use mostly for smoking and cooking below 350F. It resides outside all the time with only the Weber cover on, and I seldom clean the ex4 -- the same as how I treat my other grills -- except to make sure the burn pot is clean before each use and that the grease channels are open, and it shows no appreciable rust.

As for Weber product support service, I recently had an erratic issue with the controller, filed a warranty query with Weber describing what was happening, and they responded within 24 hours and are shipping me a new control Board.

They also responded in like manner earlier this year when a software glitch due an incomplete diwnload caused the auger to keep running in reverse until it pulverized the pellets and chewed up the cotter pin and auger.

 

[MrPhilGrillTX]

So I heard back from the Rep. And yeah, my grill looks pretty dirty in the photo.
He clarified that he was misinformed about the pellet dust causing the issue. Really, its the grease that corrodes. Ooooohhhkaaayyyy.

I could see ash being an issue, but if that can wreck this part so quickly, maybe they should protect it better in the future. I don't see dust or grease being the problem tho. I rather think it is heat related, like the ablating that happens with the main heat deflector.

He is sending me a new shelf bracket support, and new probes. I'm no longer annoyed. I guess the moral is push back politely on things that don't make sense.

 

[Dassman5]

So I heard back from the Rep. And yeah, my grill looks pretty dirty in the photo.
He clarified that he was misinformed about the pellet dust causing the issue. Really, its the grease that corrodes. Ooooohhhkaaayyyy.

I could see ash being an issue, but if that can wreck this part so quickly, maybe they should protect it better in the future. I don't see dust or grease being the problem tho. I rather think it is heat related, like the ablating that happens with the main heat deflector.

He is sending me a new shelf bracket support, and new probes. I'm no longer annoyed. I guess the moral is push back politely on things that don't make sense.

Glad to see you are getting it resolved. My experience with Weber has always been positive, but sometimes the method of communication requires a bit of back-and-forth to clarify one’s issue(s).

As for grease causing the corrosion, I would welcome that discussion. On the other hand, as you noted, any mild steel subject to repeated high temperatures and/or direct contact with open flames can result in either ablating or premature rusting if left exposed to the elements or high humidity between uses.

 

[Differentdrummer]

I’m not totally sure about the dust being benign. It’s like ash in a fire pit. Very corrosive. Grills are a terribly caustic environment and ash from charcoal or pellets is very corrosive. I’ve seen it eat through much much thicker steel products in a fairly short time. It’s not necessarily pellet dust as it is ash.

Ash becomes Lye when hydrated. Where would water come from? Well, tech told me it is normal to have the grease catch take on water….so. Is that Weber admitting all non-enameled, ferrous components WILL suffer by inherent design if not frequently tended to.

 

[MrPhilGrillTX]

I keep mine under the Weber cover except when in use or short periods of laziness post use. And if the grill requires being covered to be outside, perhaps they should include one. Tho the cover seems less than waterproof.

 

[Goneincognito]

My first cover for the SF leaked at the seams but the replacement they issued keeps all water out.
I keep my DEC 2020 EX4 outside under a cover all year and have never had an issue with water ingress or rust.
It's strange that some have the issue and some don't.

 

[MackeyC34]

I keep mine under the Weber cover except when in use or short periods of laziness post use. And if the grill requires being covered to be outside, perhaps they should include one. Tho the cover seems less than waterproof.

The cover seems to get less and less waterproof as time and use goes on. After 10 months I would say mine is 'water-resistant' at best.