The complaint has been investigated and
resolved to the customer's satisfactionResolved Weber Genesis Grill E320 — Horrible Support!
resolved to the customer's satisfaction
I purchased a new e-320 Genesis grill from Weber 10 months ago. I ordered it from Amazon because I wanted to gold color exterior. Out of the box, the grill had a gas leak and couldn't be used. After three hours of phone conversation and testing various conflicting things they recommended, they finally sent me a new connection hose between the tank and the grill. They must have sent it parcel post because it took two weeks to get it. In the end, I missed a good chunck of my summer.
About 6 months later I went out to check on some chicken I was cooking and found the center control knob on fire and dripping burning plastic onto the floor. I shut off the gas and put out the fire. Then I called Weber Support. They asked me to take pictures and send them to them. Three days later, when I sent a follow up email, they finally got back to me. The result is that they are going to send me more parts, probably parcel post, which I am going to have to replace myself. The frigging grill could have burned my house down, but they aren't even going to replace it or send a professional out to install the parts! I paid a premium for the Weber because of good reviews, the desire to support an American company, and the expectation of good support. Instead, I got hosed! I will NEVER buy another Weber product again.