First time ever ... BAD Weber CS!!!
Posted: Tue Jun 06, 2017 7:43 pm
Hi everybody!
Continuing the search for a replacement to my 2007 Weber Spirit 310, I looked at Broil King, (looks good), Broil Master, of course the new Genesis and a Napoleon. After looking at those I thought maybe I just order parts from Weber and rebuild mine for a lot less money as it has been a great grill. I called Weber, which has always had the best CS of anyone and Jill answered the phone. Found my records immediately and proceeded to ask how she could help. What follows is not good
I started to tell her Weber had replaced my burners in January 2014 and I was having issues with them. As soon as I said they had turned rusty brown, before I could explain my entire issue, she proceeded to explain to me that discoloration will happen, "especially living on the ocean in Tampa!!!!!" I attempted to explain that the ocean is 40 miles away from my house, she insisted that it is all salt water "air" and that would rust stainless. I asked her to please stop and let me finish explaining my call ... then it got better!
I stated that the burners output had decreased a great deal. Before I could tell her my cleaning ritual and why I decided to call, she proceeded to "lecture " me on proper burner cleaning methods. she then explained to me that she did not have to see my grill to know I was doing it wrong. She said she would send me a new set of burners but they could not do that too many times ... at that point in my most professional way of talking, I lost it, but not my composure!!
I told her that we were not shipping anything to me ... I then told her that I hoped I was being recorded because I did not appreciate her constant interruptions. I explained that I did not appreciate being lectured as if I was a third grader, that I own three different grilling, smoking systems and I am not a newbie at grill maintenance and that she never allowed me to fully explain the reason for my call. I then very happily told her she just lost a client, not a customer, did she know the difference, and told her to have a very nice afternoon and I will never give Weber one red cent, ever!!! The irony here is that;
1. My grill really is still under warranty (ten years on burners, mine are technically 3 years old, grill is a 2007, it is 2017, purchased in July 2007)
2. My call was to secure a part number and then ask for a price so I could BUY NEW BURNERS FROM THEM!!!
I never intended to get anything free!! But Jill decided she was having a bad day and took it out on me. So Weber now lost what was a loyal "client" and will never come back.
Sorry for the lengthy writing, but I felt you folks needed to hear what seems to be happening at Weber. Again, first bad experience, but bad enough to chase me away, crap, and I just bought a Weber Performer. Moving on to Broil King, Bull, anyone other than Weber!!
Thanks for letting me share.
BogieDr
Continuing the search for a replacement to my 2007 Weber Spirit 310, I looked at Broil King, (looks good), Broil Master, of course the new Genesis and a Napoleon. After looking at those I thought maybe I just order parts from Weber and rebuild mine for a lot less money as it has been a great grill. I called Weber, which has always had the best CS of anyone and Jill answered the phone. Found my records immediately and proceeded to ask how she could help. What follows is not good
I started to tell her Weber had replaced my burners in January 2014 and I was having issues with them. As soon as I said they had turned rusty brown, before I could explain my entire issue, she proceeded to explain to me that discoloration will happen, "especially living on the ocean in Tampa!!!!!" I attempted to explain that the ocean is 40 miles away from my house, she insisted that it is all salt water "air" and that would rust stainless. I asked her to please stop and let me finish explaining my call ... then it got better!
I stated that the burners output had decreased a great deal. Before I could tell her my cleaning ritual and why I decided to call, she proceeded to "lecture " me on proper burner cleaning methods. she then explained to me that she did not have to see my grill to know I was doing it wrong. She said she would send me a new set of burners but they could not do that too many times ... at that point in my most professional way of talking, I lost it, but not my composure!!
I told her that we were not shipping anything to me ... I then told her that I hoped I was being recorded because I did not appreciate her constant interruptions. I explained that I did not appreciate being lectured as if I was a third grader, that I own three different grilling, smoking systems and I am not a newbie at grill maintenance and that she never allowed me to fully explain the reason for my call. I then very happily told her she just lost a client, not a customer, did she know the difference, and told her to have a very nice afternoon and I will never give Weber one red cent, ever!!! The irony here is that;
1. My grill really is still under warranty (ten years on burners, mine are technically 3 years old, grill is a 2007, it is 2017, purchased in July 2007)
2. My call was to secure a part number and then ask for a price so I could BUY NEW BURNERS FROM THEM!!!
I never intended to get anything free!! But Jill decided she was having a bad day and took it out on me. So Weber now lost what was a loyal "client" and will never come back.
Sorry for the lengthy writing, but I felt you folks needed to hear what seems to be happening at Weber. Again, first bad experience, but bad enough to chase me away, crap, and I just bought a Weber Performer. Moving on to Broil King, Bull, anyone other than Weber!!
Thanks for letting me share.
BogieDr