Weber Tech Issues Appear to be Resolved

[Barkley]

At long last, it appears the Weber issues are resolved. The new computer and replacement parts have been shipped from the US to Toronto, and are expected to be received tomorrow. The good news here is that it appears Weber is back in action with dealing with customer issues - it took less than 24 hours for the shipment to hit Toronto, so it looks like they're consciously trying to make things good. With any luck I'll get my first smoke this weekend.

Just to bookend this.

 

[Goneincognito]

What "other parts" are they replacing?

 

[Barkley]

Goneincognito I was trying to be positive here. Weber had a difficult transition, and I got kinda messed because of bad timing on a purchase, but it looks like they got things fixed and really are trying to make good here. This isn't a bad thing.

 

[Goneincognito]

Goneincognito I was trying to be positive here. Weber had a difficult transition, and I got kinda messed because of bad timing on a purchase, but it looks like they got things fixed and really are trying to make good here. This isn't a bad thing.

Oh I know...

That's why I asked a simple, straightforward question that required nothing more than a simple, straightforward answer.
It seems I may have made it too simple and straightforward so allow me to try again...

You say that Weber have shipped you a "new computer and replacement parts".
That's great!
I assume by "new computer" you mean a new controller?
What are the other "replacement parts" they are sending you in addition to this?

Again, a simple and straightforward question that required nothing more than a simple, straightforward answer.

 

[Barkley]

They shipped everything that might have been the cause of the problem, including a controller, new slide, glow plug, and some extra pellets for my trouble.

I didn't return it because it was so highly recommended. It was just a matter of time until they sorted out their sh!t, and I was pissed while I waited, but they did. I am really looking forward to my first smoke.

 

[Goneincognito]

They shipped everything that might have been the cause of the problem, including a controller, new slide, glow plug, and some extra pellets for my trouble.

I didn't return it because it was so highly recommended. It was just a matter of time until they sorted out their sh!t, and I was pissed while I waited, but they did. I am really looking forward to my first smoke.

Install the controller and dont bother installing the rest. They will have nothing to do with your issue.

If your current glow plug works, keep the new one as a spare. Keep the new slide as a spare as the one in there now will probably rust out down the track.

 

[abmet]

Good luck hopefully the new controller solves your issues and you can start enjoying your grill.

 

[SillyRabbit]

I also had a great experience with Weber support recently. Last time I cleaned the grill, I found one of the felt strips on the ground. I looked up there and pretty much all of them were missing. I sent an email to Weber and someone called me by phone 3 hours later. 2 days later, the replacement strip kit was was delivered.
Not that long ago, I called and got a message that nobody was available and it took quit a while to get someone to reply to email.

 

[Barkley]

FYI - I replaced the controller, which took the sum total of 6 weeks then literally 5 minutes of swap out and replace... but then a total fix, issue resolved, a company that has done everything possible to make things good, and am I ever glad I waited.

 

[Goneincognito]

No issues doing the updates on the new one?

 

[Barkley]

No issues doing the updates on the new one?

None whatsoever. It was plug in and start smoking. I turned it on, the software was already the latest version, and boom the chicken hit the grill.

I'll give grief when grief is warranted, but I'll give credit where credit is due. Weber gets both grief and kudos - but damn am I having fun with this smoker now.

 

[Goneincognito]

None whatsoever. It was plug in and start smoking. I turned it on, the software was already the latest version, and boom the chicken hit the grill.

I'll give grief when grief is warranted, but I'll give credit where credit is due. Weber gets both grief and kudos - but damn am I having fun with this smoker now.

About time.

 

[Goneincognito]

Just remember to take the finger guard out and put a hose clamp on the glow plug if you already haven't. They are the 2 biggest things likely to cause problems now.

 

[Barkley]

Completely agree, and thank you, respectively for your last two posts. Thanks!

 

[MrPhilGrillTX]

I also had a great experience with Weber support recently. Last time I cleaned the grill, I found one of the felt strips on the ground. I looked up there and pretty much all of them were missing. I sent an email to Weber and someone called me by phone 3 hours later. 2 days later, the replacement strip kit was was delivered.
Not that long ago, I called and got a message that nobody was available and it took quit a while to get someone to reply to email.

Hijack alert: where do the felt strips go? One came out of the ash/grease drawer but Weber couldn’t identify it from my photo and now the piece is missing. This is it on the top of a food safe bucket lid.