Weber Customer Service

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I got one of the close-out Weber Performers last winter for $199. I got it to take to Northern Michigan for our cottage. Fast forward to today, am at the cottage in Michigan and started to put it together .... missing the axle and then noticed a huge crack in the table.

I called Weber Customer Service and got a normal sounding informed person on the phone, no transferring, just talked to one person. I explained my problem and after some information gathering she asked if I wanted the parts sent to Michigan or my home in Ohio. She suggested it would take 7-10 day to get the parts, so I told her Ohio as I would be heading back there in 10 days or so. Her response was ..."Let me upgrade that to Fed Ex 2 Day so you will have the parts in Michigan." After I got up off the ground, I gave her the address and now I will wait for the parts. No charge, pretty much no questions asked, am I dreaming?

I have heard a number of folks on the Forum talk about the great customer service at Weber, but now I have experienced it first hand. I'm a customer for life ... Thanks Weber!

I'm waiting for the parts before I christen the Performer so tonight's dinner will be cooked on my 25 year old black 22.5" Weber Kettle.

[HUCK]

That's a great story when something goes wrong you always hear it. Weber in your case can right a wrong that's good to here. When I got my first wsm soon discoverd no water pan came with the smoker. Called weber to advise got the water pan a couple days later. When the pan came I called to thank them. Then I found the first pan felt bad. Great customer service great products.

[HUCK]

Buzz did you get your replacement parts yet?

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As promised FedEx 2 Day

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Here is the first cook on the new Performer with all parts in place. I'm a little embarrassed that it is such a small cook, but there are only two of us and this chicken needed cook or frozen sooooo. My wife loves a twist on the BBQ Pit Boys Seared Chicken Breasts using John Dawson's, Guinness® BBQ Sauce rather than Vodka Sauce. The Performer is great, worth the wait for the replacement parts. Next on tap is breaking in my new 22.5 WSM with an 8 lb. brisket.

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[HUCK]

I talked about this on our podcast episode 17 customer service is my business. Customer service is everyone business. Everyone has customers and it's great to get great service. It might be nice to contact Weber and let them know how you feel.

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At the prompting of a FaceBook friend Scotty Da Q I posted the Forum post on the Weber FaceBook page. Believe it or not I had another problem with the Performer and they sent a replacement gas regulator assembly 2 day Fed Ex ... Now all is working great, I love the Performer.