This is a bit of a long post but I hope the info and my experience will help others. I assembled my EX4 last Saturday and first issue occurred when I could not update the software. I moved on to initiating burn-in. My smoker peaked at 525 degrees and despite everything I tried, it would not get past that temp. I called Weber support and spent about 2 hours on the phone troubleshooting. The rep was doing their best, had me email pics of auger, software version, etc and said they would follow-up on Monday.
I decided to put the smoker to use and cooked some chicken at 300. It held temp and performed well.
Monday: No call from rep so I called Weber. Talked to a different rep and spent about an hour on the phone re-hashing my issues. She was constantly putting me on hold to talk to supervisor. At the end, she said I needed to be at my smoker to test some stuff out. I was at work so we agreed that they would call me at 7:30 CST that night. Keep in mind their support is only there until 8 CST. I got home a little early so I called them at 7:15. Finally got someone on phone at 7:45. Noone called me at 7:30. Rep was not helpful and told me they would contact me the next day with solution. I asked to speak to supervisor. Supervisor was helpful and explained they had a meeting earlier about these issues and sounded like I needed a new controller. Told me to contact them next day for info.
Tuesday: Called and talked to another supervisor. Was told they would be sending me a new controller. Later in day I received email with shipping info. Controller was being overnighted.
Wednesday: Controller arrived while I was at work. I received call from supervisor to check and see if controller had arrived and if I had installed. I told her I had not. She said they made some updates to app and asked me to uninstall app and reinstall before swapping controllers. I got home from work and uninstalled app, turned on smoker, reinstalled app and after pairing it updated software! Issue #1 seemed to be resolved. I then fired up smoker to see if it would get to 600. It topped out at 550.
Thursday: I talked to supervisor and explained smoker still will not get to 600. (I'm in Texas, outside temp was 50-60). She said they would be sending me a new auger.
Friday: No shipping info from Weber so I contacted them. Talked to another supervisor, said it had not shipped yet and he would push it through. <1 hour later received shipping info. It was being overnighted.
Saturday: Received package. I was a little confused as they sent a full auger chute assembly. I read through the instructions and was even more confused as the instructions showed a one piece auger/chute. Pics attached. I decided to just separate the auger from the assembly, removed auger from my smoker and installed new auger. Pics attached show the 2 augers. Old one is on the left. Interesting to note on stickers old one says "Rev D" and new one says "Rev F". I cleaned out the smoker, pellet hopper, etc, then put everything back together. Fired it up and reached 600 degrees in <20 minutes!
So if you are having any temp issues, I highly recommend contacting Weber to get resolved. They are working through solutions to these issues.
I am very happy with my smoker so far and just tossed on some sausage and a turkey breast
In the last image below, the top auger is the old one. The only gasket I can think of seems fine on the old one.
