Weber Customer Service Comments

"I recently had some problems with my new (June 05) Weber Summit Platinum D6. As there has been interest in their customer service, I thought I'd share my experience. Short answer: a few hiccups, but overall, good.

When I received the grill in June, it was unassembled. The hood has painted endcaps, and each had a piece of thick, heavy-duty tape with strong adhesive. When removing one of these as gently as I could, some of the paint came off. I called Weber to ask for some touch-up paint. After first telling me they did not have such paint, I pointed out that they had two choices: a 40 cent bottle of paint or a new hood. They agreed to send the paint.

In July, I noticed that one of my grates kept falling into the body of the grill. The front bar on which the grates rest, which is a separate metal piece attached to the body, had warped. Also, there was a 1/4" gap between the front left side of the grill and the control panel. This wasn't my doing, as this entire piece was preassembled. I called Weber, and they agreed to send a repairman to fix things.

I thought they forgot about me, but a few weeks later, the repairman called and scheduled time. He came and replaced the entire body of the grill. However, in the process, he scratched the control panel. He was a little shady about it at first, but owned up to it. I called Weber, and also mentioned that I had yet to receive my paint for the hood. A few days ago, I received the new control panel and the paint.

So, overall, everything that was in need of attention got it. It took a little longer then I expected, but after a few weeks, all was well. Further, and perhaps most important, their telephone reps were very helpful, very courteous, and did not try to make me take the blame for things, which a lot of reps tend to do. The grill works very well, and indeed has all summer, even with the problems, so I am happy with the purchase. I love the thing, and smoke or grill as often as I can. My wife may lament the loss of cabinet space with all the spices I've purchased for rubs, but that's another story for another time."