Motor Failure (E7)

[JB207]

Hello,
I have a new SmokeFire+ with a Motor Failure error on the screen and then it shuts down without even starting. I have been trying for 4 days to get a response from Weber with no luck. I went through the basic troubleshooting, removed back panel, checked connections, etc to no avail. I called the SmokeFire #, leave a message, email, with no response. The only response I get is from Facebook Messenger where they say someone will call me. It's one thing to have a new $1500 product die in the first couple of months, but to get completely ghosted on support is unconscionable.
I have been a Weber (gas grill) customer for over 25yrs and the reason I took a chance with the SmokeFire and boy do I regret it.
Screen shot of error message attached.
Thank you

 

[SillyRabbit]

Weber support has been on the fritz for availability for some time now, but they will respond and they will take care of you. Probably 24-48 hrs. Phone call is typically the fastest way to get someone, but as you have experienced, it can be a dead end.
I recall E7 coming up in a past thread, I don't recall the situation or solution. Try a search. Possible it is jammed with dust or the cotter pen \ screw broke. Both have been reported before. Once you take the back panel off, it is just 2 more screws and 1 wire connection to pull the auger and see what is going on. Empty the hopper first and expect to have a small amount of pellet come out with the auger.

 

[JB207]

Weber support has been on the fritz for availability for some time now, but they will respond and they will take care of you. Probably 24-48 hrs. Phone call is typically the fastest way to get someone, but as you have experienced, it can be a dead end.
I recall E7 coming up in a past thread, I don't recall the situation or solution. Try a search. Possible it is jammed with dust or the cotter pen \ screw broke. Both have been reported before. Once you take the back panel off, it is just 2 more screws and 1 wire connection to pull the auger and see what is going on. Empty the hopper first and expect to have a small amount of pellet come out with the auger.

Thank you for the information, I will give that a try.

 

[chonail]

Hello,
I have a new SmokeFire+ with a Motor Failure error on the screen and then it shuts down without even starting. I have been trying for 4 days to get a response from Weber with no luck. I went through the basic troubleshooting, removed back panel, checked connections, etc to no avail. I called the SmokeFire #, leave a message, email, with no response. The only response I get is from Facebook Messenger where they say someone will call me. It's one thing to have a new $1500 product die in the first couple of months, but to get completely ghosted on support is unconscionable.
I have been a Weber (gas grill) customer for over 25yrs and the reason I took a chance with the SmokeFire and boy do I regret it.
Screen shot of error message attached.
Thank you

It doesn't seem as much of a problem.

 

[JB207]

Not sure what that means, but once Weber finally responded, I returned the grill under the 100 day guarantee and it is no longer a problem for me.

 

[Goneincognito]

Not sure what that means, but once Weber finally responded, I returned the grill under the 100 day guarantee and it is no longer a problem for me.

Back to wood fire cooking then?
Not much can go wrong there.