European Spec Smokefire Issues

[foneweb]

Just a continuation from the REV F auger thread really as we don't know how many other buyers in Europe are having issues which Weber don't seem to acknowledge.

Just interested who is out there, what issues we are all having and what contact with Weber? Even if you are having no problems could you say as well

I have the EX4 purchased in the UK. It has a Rev D sticker on the motor. Has the pellet hopper installed. Build date was 01/03/2020.

My issues are that it takes 60 minutes to heat up to 315c and struggles to maintain higher temperatures. When I did the burn out I got 15 minutes at 315c before it dropped all the way down to 150c! It took 4 attempts to get the 45 mins total burn time at 315c!

A heat up to 200c takes about 45 minutes.

Also the controller keeps chirping every so often, almost as if it thinks I have the lid open?

If I open the lid to add food or turn over, even briefly, it can take up to 30 minutes to get back up to temperature.

The fan is always running at full speed unless shutting down or initially turned on. Not sure if this is correct as have nothing to compare against.

The gasket between the grease tray unit and the outside of the cooker box do not line up and smoke comes out of the gaps.

I want the cooker to work well but don't feel Weber are supporting much. I have fed back to Weber with details of heating up records of how long this has taken, with temperatures minute by minute to show the fluctuations back and forth before eventually getting to the set temperature.

All I have been asked to try is turning the unit off, factory reset and turn back on again, along with cleaning it out and keeping the lid closed. I have cleaned it out every time and always kept the lid closed when warming up.

Weber have not even acknowledged the welded auger despite me mentioning several times, giving them part numbers and even a link to this website with the details.

That's enough from me I think over to the rest of you and hopefully we can get some answers
Thank you in advance

 

[Gecko]

Just a continuation from the REV F auger thread really as we don't know how many other buyers in Europe are having issues which Weber don't seem to acknowledge.

Just interested who is out there, what issues we are all having and what contact with Weber? Even if you are having no problems could you say as well

I have the EX4 purchased in the UK. It has a Rev D sticker on the motor. Has the pellet hopper installed. Build date was 01/03/2020.

My issues are that it takes 60 minutes to heat up to 315c and struggles to maintain higher temperatures. When I did the burn out I got 15 minutes at 315c before it dropped all the way down to 150c! It took 4 attempts to get the 45 mins total burn time at 315c!

A heat up to 200c takes about 45 minutes.

Also the controller keeps chirping every so often, almost as if it thinks I have the lid open?

If I open the lid to add food or turn over, even briefly, it can take up to 30 minutes to get back up to temperature.

The fan is always running at full speed unless shutting down or initially turned on. Not sure if this is correct as have nothing to compare against.

The gasket between the grease tray unit and the outside of the cooker box do not line up and smoke comes out of the gaps.

I want the cooker to work well but don't feel Weber are supporting much. I have fed back to Weber with details of heating up records of how long this has taken, with temperatures minute by minute to show the fluctuations back and forth before eventually getting to the set temperature.

All I have been asked to try is turning the unit off, factory reset and turn back on again, along with cleaning it out and keeping the lid closed. I have cleaned it out every time and always kept the lid closed when warming up.

Weber have not even acknowledged the welded auger despite me mentioning several times, giving them part numbers and even a link to this website with the details.

That's enough from me I think over to the rest of you and hopefully we can get some answers
Thank you in advance

I hear you and have been there for many weeks already in Germany. Support has no clue, is very slow to reply (if at all) and so far no help and no parts.

 

[Enock]

Just a continuation from the REV F auger thread really as we don't know how many other buyers in Europe are having issues which Weber don't seem to acknowledge.

Just interested who is out there, what issues we are all having and what contact with Weber? Even if you are having no problems could you say as well

I have the EX4 purchased in the UK. It has a Rev D sticker on the motor. Has the pellet hopper installed. Build date was 01/03/2020.

My issues are that it takes 60 minutes to heat up to 315c and struggles to maintain higher temperatures. When I did the burn out I got 15 minutes at 315c before it dropped all the way down to 150c! It took 4 attempts to get the 45 mins total burn time at 315c!

A heat up to 200c takes about 45 minutes.

Also the controller keeps chirping every so often, almost as if it thinks I have the lid open?

If I open the lid to add food or turn over, even briefly, it can take up to 30 minutes to get back up to temperature.

The fan is always running at full speed unless shutting down or initially turned on. Not sure if this is correct as have nothing to compare against.

The gasket between the grease tray unit and the outside of the cooker box do not line up and smoke comes out of the gaps.

I want the cooker to work well but don't feel Weber are supporting much. I have fed back to Weber with details of heating up records of how long this has taken, with temperatures minute by minute to show the fluctuations back and forth before eventually getting to the set temperature.

All I have been asked to try is turning the unit off, factory reset and turn back on again, along with cleaning it out and keeping the lid closed. I have cleaned it out every time and always kept the lid closed when warming up.

Weber have not even acknowledged the welded auger despite me mentioning several times, giving them part numbers and even a link to this website with the details.

That's enough from me I think over to the rest of you and hopefully we can get some answers
Thank you in advance

I've got the EX6 and in the uk and I'm pretty much the same as you. Takes forever to get to temp thats if it gets there.
I did have controller issue and weber did send me a new one and said that it should fix the temp issues as well but it as not. I have been back in touch with weber and they have asked if I was on the new update , which i am and to keep using and monitoring the grill and keep them up dated(what a joke as if that will fix my grill)

I had a night mare with it yesterday could not even get over 180C and them after 30 mins dropped to 130C when trying to do a steak.
Been in touch with weber today, asking about the welled chute and how disappointed i am with this grill. we'll see how it goes.

 

[asbjoern]

I have the EX6 from Denmark and had similar issues. It was working fine the first two days and I got issues similar to yours.
Weber support initially had no idea how to help me and we tried a lot of things back and forth. Cleaning auger from sawdust buildup an such. Without any real success.
They ended up sending me a new motor and controller/psu. I replaced the motor (From rev d to rev d) They told me the Rev F motor was identical and just a new stock position.
The new motor also had new auger seals included so I replaced the motor and auger seals. The old one was falling apart from sawdust and being taken apart so many times.
After this I was able to hit 315c in little over 20min and it appears to work great and recover fast. Huge improvement.
I really hope it lasts.
But I do not know if the seal or the motor was the problem since I replaced both.
I did not change the controller.

They were unable to order me a welded shute as it was not yet available but it was their impression that it would only solve the seal failure and prevent sawdust from falling through. And also give better access to cleaning the auger with less disassembly.

 

[martijn]

I have received my EX6 on March 26th. Did the initial burn in without any issues as far as I can remember. Did some rib eye's the days after, low & slow followed by a high sear. At least, that was the plan. Low & slow went great. After an hour I changed temp from 110 C to 315 C. Never reached it. Stuck on 260 C. Even had a drop from 260c back to 170, with the lid closed. Disappointing.

Did some other low & slow sessions (spareribs, roulade and pulled pork, pork belly, etc.). Each time I had some issue. Temperature set on +- 115 C. Got there mostly in 15 minutes or so. After an hour, sometimes an hour and half, the temperature starts dropping.
Session #1: once it dropped back to 70 C, I changed the temp to 240 or so and the EX6 got back to work and was back to temp in minutes.
Session #2: I used a stick to push trough the hopper, temp started rising within a few minutes. After an hour later once again. pushing a stick through the hopper helped and rest of the session (+- 3,5 hours) everything went smooth
Session #3: suggestion via Reddit.com had me removing the fingerguard, which could cause some jam in the hopper. Didn't solve the issue for me, still experienced temperature drop. This time however it managed to resolve it on it's own. Temp went from 110 back to 60 in 15 minutes. After 15 minutes the EX6 decided to do something about it, got the fire going and then suddenly the temp went up to 170 (!), while still set to 115. Took almost an hour "cooling down" before it was back to 115.
Session #4: startup issues. Took 45 minutes before it got tot 180 C, with 2 little temperature drops even before it got to the temperature.

I've been in contact since the first issues during the rib eye cooks. I did not bought the SmokeFire directly from Weber Netherlands but from "Weber Original Store". Still belongs to Weber, but it's a seperate shop (also giving workshops, etc.). They contact Weber Netherlands about the issue where I did not hit 315 C. Support said that the 315 is possible under perfect conditions (.....). Weber Original Store asked a bit more about the sudden temperature drop. Since then I've been updating them about my experiences. Within a few days (just before Easter) I've received a call from Weber Original Store, saying that:
1) They are taking things seriously and my issue is going to be solved.
2) They are now talking to Weber Germany, which (I'm told) has a special team looking into the SmokeFire issues in Europe

After Easter I received a follow up call from Weber Original Store:
1) The issue I'm having is a "E3" issue, the grill flame is out
2) Replacement parts are underway from the USA. My augur and tube are going to be replaced. Trendkill BBQ did a video about these parts:

. I asked WOS and they confirmed I get the same revised replacement parts. It seems that are/were multiple revisions in the USA with these parts
3) They gave me the option for the replacement parts or a complete new SmokeFire. I choose the replacement parts, because the new SmokeFire they would send does not contain the replacement parts so it's possible that the issue will happen on the new grill also.
4) They offered to perform the replacement or I could do it. I choose to do it myself. If they will do it, somebody will pick up the grill, replace the parts, bring it back (may take a few days I think). Since it are just a few screws and taking the hopper of, it's something I can do though.

So I'm a bit disappointed in the SmokeFire. However, support from Weber Original Store is great. Nice people to talk to, take things seriously.

Earlier tonight I did some pizza's on the EX6. Temperature set to 315 C. It took 15 or perhaps 20 minutes and it hit 315 C. Opening the lid, putting pizza on, etc. gave just a small temperature drop. EX6 recovered in minutes back to 315. Second round of pizza (some 15 minutes later) and the EX6 did not recover from opening the lid. Temp dropped to 280, 260 and stayed there while finished our pizza's. Pizza's were absolutely amazing!

 

[Gecko]

I have received my EX6 on March 26th. Did the initial burn in without any issues as far as I can remember. Did some rib eye's the days after, low & slow followed by a high sear. At least, that was the plan. Low & slow went great. After an hour I changed temp from 110 C to 315 C. Never reached it. Stuck on 260 C. Even had a drop from 260c back to 170, with the lid closed. Disappointing.

Did some other low & slow sessions (spareribs, roulade and pulled pork, pork belly, etc.). Each time I had some issue. Temperature set on +- 115 C. Got there mostly in 15 minutes or so. After an hour, sometimes an hour and half, the temperature starts dropping.
Session #1: once it dropped back to 70 C, I changed the temp to 240 or so and the EX6 got back to work and was back to temp in minutes.
Session #2: I used a stick to push trough the hopper, temp started rising within a few minutes. After an hour later once again. pushing a stick through the hopper helped and rest of the session (+- 3,5 hours) everything went smooth
Session #3: suggestion via Reddit.com had me removing the fingerguard, which could cause some jam in the hopper. Didn't solve the issue for me, still experienced temperature drop. This time however it managed to resolve it on it's own. Temp went from 110 back to 60 in 15 minutes. After 15 minutes the EX6 decided to do something about it, got the fire going and then suddenly the temp went up to 170 (!), while still set to 115. Took almost an hour "cooling down" before it was back to 115.
Session #4: startup issues. Took 45 minutes before it got tot 180 C, with 2 little temperature drops even before it got to the temperature.

I've been in contact since the first issues during the rib eye cooks. I did not bought the SmokeFire directly from Weber Netherlands but from "Weber Original Store". Still belongs to Weber, but it's a seperate shop (also giving workshops, etc.). They contact Weber Netherlands about the issue where I did not hit 315 C. Support said that the 315 is possible under perfect conditions (.....). Weber Original Store asked a bit more about the sudden temperature drop. Since then I've been updating them about my experiences. Within a few days (just before Easter) I've received a call from Weber Original Store, saying that:
1) They are taking things seriously and my issue is going to be solved.
2) They are now talking to Weber Germany, which (I'm told) has a special team looking into the SmokeFire issues in Europe

After Easter I received a follow up call from Weber Original Store:
1) The issue I'm having is a "E3" issue, the grill flame is out
2) Replacement parts are underway from the USA. My augur and tube are going to be replaced. Trendkill BBQ did a video about these parts:

. I asked WOS and they confirmed I get the same revised replacement parts. It seems that are/were multiple revisions in the USA with these parts
3) They gave me the option for the replacement parts or a complete new SmokeFire. I choose the replacement parts, because the new SmokeFire they would send does not contain the replacement parts so it's possible that the issue will happen on the new grill also.
4) They offered to perform the replacement or I could do it. I choose to do it myself. If they will do it, somebody will pick up the grill, replace the parts, bring it back (may take a few days I think). Since it are just a few screws and taking the hopper of, it's something I can do though.

So I'm a bit disappointed in the SmokeFire. However, support from Weber Original Store is great. Nice people to talk to, take things seriously.

Earlier tonight I did some pizza's on the EX6. Temperature set to 315 C. It took 15 or perhaps 20 minutes and it hit 315 C. Opening the lid, putting pizza on, etc. gave just a small temperature drop. EX6 recovered in minutes back to 315. Second round of pizza (some 15 minutes later) and the EX6 did not recover from opening the lid. Temp dropped to 280, 260 and stayed there while finished our pizza's. Pizza's were absolutely amazing!

My issues are pretty much identical to the ones you are a seeing.

Had to smile about the German Special Team ... I have been in contact with Weber Germany for many weeks and have not found anyone so far who has a clue about SmokeFire grills.

Hope you get the parts, which is something I hope to get eventually as well. Fingers crossed!

 

[Gecko]

P. S. : At least Weber Europe now seems to acknowledge that the welded auger is needed in Europe as well. So far, I have heard a couple of times via Weber that the European SmokeFire grills are build differently and do not need any of the replacement parts that are offered US customers.

 

[wow400]

A few of us are on another (quiet) forum about the SF's:
https://www.woodsmokeforum.uk/topic/2275-weber-smokefire-pellet-grill/page/11/#comments
I've been having very similar problems - not much in the way of support except a free bag of pellets

 

[Gecko]

Weber finally reached out to me and offered to send the welded auger. Sadly shipping will be delayed until early June to to low inventory .

 

[wow400]

That's a bloody good start though Gecko - so far, the UK support hasn't even recognised that there IS a welded chute & auger!

 

[Gecko]

That's a bloody good start though Gecko - so far, the UK support hasn't even recognised that there IS a welded chute & auger!

Well, it took me since end of March educating them about the issues

 

[foneweb]

Thanks all for your replies so far, if it's ok and everyone remembers can we add updates if we make any progress. Not heard anything back myself, no pellets (even though I was promised some for sending updates) , no responses to any of my concerns. Just not good experience for me, which is a shame because I have loved my Weber's until now

It's good that for some the issues appear to get acknowledged though. Keep up the pressure all .

 

[wow400]

I had a phone call from one of the Weber customer services guys who went through the problems I've been having and has sent me some more pellets to have a test cook to try out the new software.
I mentioned the welded chute and he had heard about them in the USA and said they are looking into getting them ino the UK
I

 

[Smokefire1200]

I am awaiting also a new controller because my old one loses the WiFi connection all the time, and also since a few day crashes with its timer....

Installed the software and set it back to factory default a 1000 times

 

[martijn]

Just a quick follow-up:

Received the replacement parts (augur + chute) yesterday. Installed them yesterday and today 2 runs. First run was just to test it everything is working. Second run was with some pizza .

First run:
Temperature set to 125 C. Didn't measure how long it took before it got to this temperature. Had the lid open in the beginnen to see the pellets drop. Once pellets started dropping and there was a fire, placed the flavorizer bars back, grill, etc. Closed the lid. It felt that is was going strong, came up fairly quickly. Started to hold back at +- 90/95 C, which made sense. I guess it took some 5 or 10 minutes to get from 90/95C to 125C. Let it run for 15 minutes before cranking up the temperature to 315C/600F. As soon as I set the temperature I've started a stopwatch.

It took 10 minutes and 50ish seconds to get to 315C, while earlier I wasn't able to even reach 315C if I was already running on a low temperature. Getting from 0 tot 315C was not a problem. After running +- 5 minutes on 315C I've dialed back to 200 and few minutes later started the shutdown procedure.

Also had 2 Weber probes and an Inkbird thermometer running to see what the temperature was doing. There were some big differences in the beginngen (SF still getting to temperature), but once the SF was on the set temperature, everything came together somehow and had just a few degrees difference between the probes. Probe on the right was 10 C higher than the rest.

I didn't run long on the set temperature. It was just a quick test and it overall behavior of my SF after the replacements parts (well, after just 1 test run) was way more better.

Second run:
Pizza time! Placed 2 pizza stones in the SF. Set temperature to 315C. I'm not sure how long it took (was busy making the pizza) but I was surprised to get a notification from the Weber app that the SF was on the set temperature. It might have took 15 minutes or something. Pizza took 5 minutes before it was ready and it was nice! It was just mozzarella and tomato, but the crust and bottom were absolutely great! Crunchy but soft on top. Great pizza, although I like mine with some more toppings (meat, perhaps some veggies).

It looks like replacing the augur and chute are doing something good. Somewhere nexts week (Wednesday I think) I'm going for a low&slow run with some pork belly, which is currently making a transformation to a pastrami bacon in the fridge . I'll guess we'll see how a longer session is going.