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.

 

[ponsholm]

Got the E7 motor code error today and immediately googled. From the Weber site, can they actually be this silly and provide a page that doesn't display pictures correctly? https://consumer-care.weber.com/s/a...e=en_US#:~:text=Error Code E7 - Motor Failure

Either way, I took everything apart, cleaned to the best of my ability, even removed the cotter pin, put everything back together and the EX4 goes right back to E7 error. I assume this is a motor failure then? (I think I may be a month or two out of my warranty for my gen 2 unit)

Do they work with you at all here?

 

[Bruno]

Got the E7 motor code error today and immediately googled. From the Weber site, can they actually be this silly and provide a page that doesn't display pictures correctly? https://consumer-care.weber.com/s/article/Error-Code-E7-Motor-Failure-1706747678543?language=en_US#:~:text=Error Code E7 - Motor Failure

Either way, I took everything apart, cleaned to the best of my ability, even removed the cotter pin, put everything back together and the EX4 goes right back to E7 error. I assume this is a motor failure then? (I think I may be a month or two out of my warranty for my gen 2 unit)

Do they work with you at all here?

$140 I hear.

 

[ponsholm]

$140 I hear.

Well, I'll be damn. 60 days outside warranty and I got a free replacement. I guess lucky today...

In my opinion however I can't say I feel great about the long term support for the Smokefire. In "somewhat" vague terms Weber accepted that the Smokefire was a failure and completely redesigned it releasing the Searwood. What possibly should have been offered to us would be a 1 time 50% upgrade to the Searwood since "soon" parts will most likely disappear from our version.

 

[abmet]

They seem to be pretty good at taking care of SmokeFire customers even after warranty at least so far. They sent me new motor outside of warranty as well. I voiced similar concerns to them about it already being discontinued and the longevity since I’ve had to replace a lot of parts already. Weber support said “We'd be supporting your grill and the other SmokeFire grills for years to come. A good example would be that we could sell a SmokeFire today from the remaining stock and it'd come with a 5 year warranty on the cookbox. So we'd have to have enough parts in case we need to assemble a new grill as a replacement, even years later.”
I probably would have taken a deal on a Searwood if they had offered but ended up getting a Recteq.

 

[ponsholm]

They seem to be pretty good at taking care of SmokeFire customers even after warranty at least so far. They sent me new motor outside of warranty as well. I voiced similar concerns to them about it already being discontinued and the longevity since I’ve had to replace a lot of parts already. Weber support said “We'd be supporting your grill and the other SmokeFire grills for years to come. A good example would be that we could sell a SmokeFire today from the remaining stock and it'd come with a 5 year warranty on the cookbox. So we'd have to have enough parts in case we need to assemble a new grill as a replacement, even years later.”
I probably would have taken a deal on a Searwood if they had offered but ended up getting a Recteq.

I could be wrong but the more I think about it, I think possibly the motor assembly qualifies under the 5 year warranty as I didn't see the motor listed under 3 year components.

 

[abmet]

They told me mine was out of warranty, so not sure. I purchased mine Feb 2020.

 

[BrettJA]

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

Happend to me, the auger shearpin broke, and yes there customer service is horrible

 

[ponsholm]

They told me mine was out of warranty, so not sure. I purchased mine Feb 2020.

6 days later, motor assembly apparently must be on back order, still can't use the grill. *Quickly, place Craigslist "for sale" post to recoup money buying analog Weber Smokey mountain 22".

 

[BrettJA]

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

I have a new motherboard and auger and motor assembly, not even open, I got the new searwood If you give me an address to send it to you can have it for free