Weber-Stephen Products LLC

Complaint: [redacted] I am rejecting this response because: same issue they try to blame it on maintenance so they don't cover the partsI need the Revdex.com to take an action because that's exactly what they are doing and will do to many customersI need to resolve this issue now Sincerely, George S [redacted]

Please note the timing surrounding this matterWeber’s records indicate that today, at 9:00AM, Mrs [redacted] emailed Weber’s Marketing Department to report an incident with her grillThe online “customer care” individuals do not handle these types of calls, so at 9:19AM “Jenny” sent an automatic generated response that “this is a complex question” and stated that they would have someone from the Customer Service call center “reach out” to the consumerLess than (1) hour later, at 10:18AM the undersigned received notice from the Revdex.com that her husband, Mr [redacted] had filed a Complaint against WeberThe details of the Revdex.com Complaint were immediately shared with Weber’s Customer Service ManagementAt 10:40AM Weber’s Customer Service contacted Mrs [redacted] for more information, which is the standard operating procedure, especially when the narrative and supplied photo(s) are not adequate to assess the situationThe [redacted] haste to file a Revdex.com complaint without allowing Weber a reasonable amount of time to investigate the matter is unfortunateThe narrative provided by Mrs [redacted] to the Marketing Department and by Mr [redacted] to the Revdex.com did not contain sufficient details or evidence to determine what caused the event We have no knowledge of the damage to their grillThe single photograph provided by Mrs [redacted] shows only a cloof a melted side burner knob (assumed to be a Weber sideburner) and the statement that “the photo shows what part I think failed” This is of critical importance While there is no doubt that the side burner knob has melted, the only way that the side burner could have been involved in this incident was if it had been ignited by the consumer before or during useThe consumer indicated that they were cooking a ribeye steak on the grill which would imply that they were using the main burners of the grillDoing so, would not involve the side burner attachment in any wayMrs., [redacted] initial email to Weber’s Marketing Department also stated that “the plate on top of the accessory panels closed lid actually melted’ We are not sure what is meant by this statement, which highlights Weber’s need for additional information, specifically photographs, which Weber’s Customer Service agent has requestedMrs [redacted] has indicated that she will provide additional photographs by 3/23/ The additional photographs will enable our experts to determine what actually occurredAt this juncture, we have very limited information, so we cannot provide the Revdex.com with an appropriate resolutionWhat we do know is that a $demand of a replacement barbecue grill at this stage is premature and not appropriateThe grill has been used and enjoyed for (15) months without incidentWe request that the [redacted] redirect their efforts to working with Weber to resolve the matter Asking the Revdex.com for resolution without providing Weber with the ability to assess the situation will not result in a positive outcomeWeber looks forward to receiving the requested photographs so that we can provide the level of support, education and assistance that all Weber customers deserve and expect This is the only way that this matter can move forward

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ With respect to the comments in Ms [redacted] complaint, we would like to clarify the timeline and statements that she has providedMs[redacted] purchased her Weber Spirit E-grill in 9/The grill was manufactured in 5/There are no stainless steel Flavorizer bars or grill grates on her barbecue On 5/7/Ms[redacted] contacted Weber Customer Service requesting replacement burner tubesAs these parts carry a 10-year warranty, Weber immediately processed the replacement orderThe parts were shipped to Ms[redacted] at no-charge for Saturday delivery on 5/18/ Fourteen (14) months later, on 7/17/14, Ms[redacted] again contacted Customer Service requesting warranty replacement on her porcelain-enameled cooking gratesThese parts carry a 3-year warranty not a year warranty as Ms[redacted] informed WeberAs her grill was purchased in 9/2011, these parts had 2-months remaining on their warranty coverageWeber shipped replacement cooking grates to Ms[redacted] at no-charge that same evening We note that the Complaint states that "most of the parts are the same ones I am once again complaining about." Please be advised that Ms[redacted] never previously mentioned, requested or provided any photographs relating to her cook box bottom, shroud on the back side and top inside, left right and back panels, slide out grease tray, bottom panel, tank scale, catch pan or broken left doorIn addition, according to our records, her Flavorizer bars have NEVER been replaced by Weber, despite the claim that they have been replaced "several times" Weber's Customer Service has correctly represented the warranty coverage on Ms [redacted] barbecueHer grill DOES NOT feature stainless steel Flavorizer bars or cooking gratesTo date, Weber has replaced all requested parts for Ms[redacted] despite the lack of photographic evidence showing any rust or deteriorationIt should also be noted that after being contacted by Ms[redacted] yesterday, Weber was still willing to accommodate her (without seeing any photos) by offering to replace the grates, burners and Flavorizer bars at no cost, when not all these parts are covered under warranty We note that the Complaint states "tonight we used the grill and could not control the flames even when there was no food on the grillAND it smelled horribly like burning metal"Please be advised that this information was never communicated to WeberThis type of inability to "control the flames" while cooking, is consistent with a maintenance related grease buildupOur skilled team of experts can easily determine the cause of flare-ups based on internal photographs of the cookbox and burner tray and exterior photos showing burn patterns on the grill Ms[redacted] states that "we have called over and over again starting months after the purchase to complain about rust." Please be advised that all calls placed to Customer Service are logged into our database and are automatically time-stampedThe earliest record of any contact from the [redacted] residence was on 5/17/Subsequent calls were received on 7/17/and yesterday, 9/23/We have no record of any phone call or email from the [redacted] which would confirm their statement that "years ago we asked for a complete replacement grill after sending in pictures of all the rust"Please note that Weber has NEVER received ANY photographs of the [redacted] grill in 2011, 2012, 2013, or Again, we renew our request for photographs of the [redacted] grillWeber is willing to work with Ms[redacted] to resolve her issues, but she must do so within the framework of the Customer Service DepartmentHer grill has been used and enjoyed for four (4) yearsTo date, Weber has replaced all requested parts under warrantyIn view of the renewed warranty claim involving numerous replacement parts (and the Revdex.com demand for a replacement grill), there is nothing that we can do without photographs We would like to make it clear that replacement of her grill is not an option, and the filing of a Revdex.com Complaint against Weber will not result in a new grillIf Ms[redacted] wishes for Weber to help her, she must provide the requested photographs Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let me make it very clear, until last night we were never asked for pictures to be sent in except the one time they wanted proof of our Manuel To clear up your snarky comment about grease build up causing the flame to be uncontrolledWe clean our grill once a month we are by far not stupid enough to complain about uncontrolled flames if it were coming from a grease problemMaybe they should have paid more attention because I told them exactly what happened last night that caused us to call again As for calling in many other other times, try looking up ALL the phone numbers we have had since ownership of this grillWe are military and move often Even if your right and these grates and flavorizer bars are not stainless steel then the procelain cloaked bars are supposed to last years so please explain why a year later they are once again falling to pieces? And last but not least last nights phone call only resulted in the offer of new burners and an argument that the rest is not part of the warranty that is stated in our bookThe call ended with me stating that we would file this report and email in the cover of the book the warranty and pictures of all parts rustedI could not take pictures last night as it was already dark out and as soon as my husband or I get home from work we will be more than happy to provide the pictures requested last night but u will make it very clear that we have never been requested to provide pictures over the years for any of our complaints! I would appreciate the company to be respectful in their responses as I'm the customer that bought their product not another brand! Final Business Response / [redacted] (4000, 9, 2015/09/25) */ We apologize that our response has been interpreted as being disrespectfulThat was never our intentionMs[redacted] chose to place this matter in the Revdex.com forum which Weber takes very seriouslyWe responded to and defended our position to the best of our ability and based on the knowledge and factual information in our recordsUnfortunately, there continues to be a mis-interpretation of Weber's warranty coverage and the replacement parts provided to date I have personally looked at the grill photographs provided by Ms[redacted] Rather than engage in further discussions regarding the condition of the barbecue, Weber chooses to make a good-faith effort to resolve Ms [redacted] complaintAs a one-time/last-time accommodation, I have instructed Weber's Customer Service to provide Ms[redacted] with the requested replacement parts at no charge Should Ms[redacted] elect to take Weber up on our offer, she is directed to contact Weber's Customer ServiceWe are not replacing her barbecue and we do not conduct business through the Revdex.com

Complaint: [redacted] I am rejecting this response because:I understand the explanation but I don't agree that their primary motivation is benefit to the customer I suspect there will be another compatible app in the near future So until then the device will be a paperweight Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:For the price of the grillI would expect better customer service than just blaming the customers residential location or covering the grill with their own brand of grill coverThe grill is sub-par quality and I would have expected Weber to take some part in accountability rather than blaming the customer for living in Florida and now it appears it is wrong to cover a grillWhy do they sell grills in the south or coastal areas of they blame the customer for living in these areas? Also, if there are so many technicalities to location, grill covers etcthey should put it on their website and the user manual--"Do not buy this product if you reside in the southeast or coastal areas"!!! Pathetic!! Sincerely, [redacted] ***

Please be advised that Mr [redacted] did not purchase his [redacted] device from Weber I [redacted] (not Weber) sold him the unit and the corresponding app This was the privacy policy that he agreed to prior to the sale of the business unit to WeberAfter purchasing the business from [redacted] Weber has been committed to improving the functionality and features of the [redacted] products and user apps, which resulted in an update of the app which asks for the users email address to “register” for all the resources contained in the appThe “unsolicited” update referred to by Mr [redacted] is also a critical component with regards to Weber’s ability to contact consumers in the event of a product recall In addition, should the app “crash” for an unknown reason, the contact information gathered will enable Weber to pinpoint the amount of traffic and location in the app that failedThis will greatly improve the time to identify and correct any software issues, so that the app can be fully operational as quickly as possibleFrom a consumer enhancement perspective, Weber’s [redacted] Team has identified that consumers would like to receive specific marketing information based on their individual culinary preferences and manner in which they use the [redacted] app The data captured allows Weber to provide all [redacted] consumers with recipes and tips to match their “favorites” foods and grilling techniquesThe current [redacted] app also offers a “share” feature in which users can share photos of the food they are cooking to their social media accounts These photos will be shared on the app’s “Globe” which is shown by a map with pins dropped from the user’s location This feature can only be activated if the user/consumer wants to post Otherwise, the photos will not show up The app also offers the option to view the globe and photos posted without sharing any social media information The only way that a user’s location or photos is posted on the globe is if the consumer manually chooses to share a photoFrom a technical perspective, the data allows [redacted] to monitor the different areas of the app for traffic This is essential in keeping the app current and improving features that do not receive traffic by the [redacted] users It also helps to protect the app from viruses, as the request for data serves as a screening tool for malware carrying “bots”Weber’s privacy policy is clearly posted on the app and our [redacted] Customer Care Team has made every effort to address Mr [redacted] concernsIronically, much of the registration data requested by Weber (and at issue with Mr [redacted] was previously captured in the app by the former owner, [redacted] The main difference is that Weber chose to notify users of the request for information up frontAt this juncture, there are no plans to reprogram the [redacted] app to “opt out” of the collection of personal dataAs with all Weber products, the safety of our consumers is a top priority The gathering of this data allows us to capture vital grill registration information which will protect the consumer in the event of a recall and ultimately enhance their experience with both the [redacted] app and their Weber barbecue

When any consumer contacts Weber with an issue or concern, a narrative and photos are always requested, as they provide critical insight. The consumer provided photographs which upon further review, confirmed the cause of this incident. The narrative provided to Weber detailed flames
coming out of the grill and melting the knobs, and the photographs of the burner tubes in question showed that an overwhelming majority of the orifices in the tubes were completely blocked and sealed shut. When the orifices in a burner tube become blocked due to a “build-up” or dam consisting of carbonized grease or food debris, the gas flame has nowhere to go. The flames will “flash-back” to the point of origin, which is always behind the knobs. The flashback situation can only occur as a result of improper grill maintenanceThe consumer states that he “cleans the grill before and after use”However, the amount of blocked burner ports shown in the photographs suggest that the consumer’s maintenance routine did not include the burner tubesThe Owner’s Guide for MrS*** grill is filled with warnings and instructions as to the manner and frequency in which the burner tubes and grease collection system need to be cleaned in order to prevent burner blockageVideos and FAQ’s relating to proper grill maintenance can also be found on www.weber.com. Weber also wishes to formally clarify that there are no defects with the consumer’s grill or any other Weber grill which caused this incidentThe grill in question has been used and enjoyed without incident for (3) years, so any claim of a defect at this juncture is without merit. Replacement of the grill in not appropriate or necessary given that the damage to the grill is not significant and can be easily repairedIn order to resolve this matter, Weber renews its offer to provide the consumer with replacement burner tubes at no charge; and the manifold and knobs at a reduced priceWeber regrets that the consumer did not have a positive experience with our Customer Service Department and we appreciate every opportunity to improve our level of communication and service. Fortunately, when the maintenance instructions and warnings in the Owner’s Guide are followed, particularly with respect to the burner tubes, this Weber grill can be used and enjoyed for many years to come. Weber’s offer to provide replacement parts as stated above is more than reasonable considering the situation

According to our records, Mr*** contacted Weber by phone on 7/11/at 12:04pmNo other contact with Mr*** has occurred since thenDuring the 7/11/discussion, Mr*** expressed frustration that the chrome on his grill was peeling and the stainless steel surfaces were rustingWe
understand that is was difficult for Mr*** to provide photographs of his grill and rustRegardless, Weber, in its continued efforts to make every consumer’s experience positive, provided Mr*** with the following parts at “no-charge”, specifically: Weber shroud logo with hardware; tool hook for left table; tool holder for right side with hardware; door handles; side burner lid; handles with bezels, spacers and hardwareThese replacement parts were ordered 7/and were shipped to Mr*** on 7/We are not aware of any difficulty experienced or communicated by Mr*** in obtaining warranty parts for his grillWeber provided the aforementioned parts “sight unseen” and was happy to do soAt 3:20:on 7/11, after speaking with Weber’s Customer Service and being informed that Weber would be providing him with free parts, Mr*** emailed Weber’s outside press contact (not a Weber employee) to complain about the warranty statements made by Weber’s telephone Rep and to threaten legal actionMr*** was upset that the CS Rep discussed that atmospheric weather conditions, including but not limited to sea salt, chlorine, heat and humidity in Florida (and other coastal states) can cause premature corrosion of his grillThis is true for all products that are left outsideIt should be noted that Mr*** informed our PR rep that he keeps his grill covered under a screened in porchCovering a grill in high areas of humidity can also accelerate corrosionUse of a Weber grill under any combustible surfaces is also contrary to the instructions and warnings contained in his Owner’s ManualThe warranty excerpt provided to the Revdex.com by Mr*** is not completeHe neglected to include certain exclusionary languageWeber’s warranty also states “deterioration or damage due to severe weather conditions such as hail, hurricane, earthquakes or tornadoes, discoloration due to exposure to chemicals either directly or in the atmosphere, is not covered by this Limited WarrantyRegardless, Weber provided Mr*** with replacement parts at no-charge. Mr*** was correctly informed that there would be no additional complimentary parts provided under his warranty for corrosion, peeling or rust. The initial “free” parts were an accommodation to satisfy a Weber customerWith regards to Mr*** allegations that Weber misrepresented the use of stainless steel in its products based on the “magnet test”, we reply as followsThroughout the manufacturing cycle of its grills, Weber uses many different grades of stainless steel and other materials throughout the production year, so there could be multiple or different grades of steel usedComponents of the grill are also made from different grades of stainless steel that have been through rigorous testing; and for grill usage, hold up as good if not better than grades that resist a magnetWeber has provided Mr*** with replacement parts that were not covered under warrantyUnfortunately, as long as he keeps the grill covered in the Florida heat & humidity, rust is likely to occurThe word “STAINLESS” does not mean “stain free”. It means that it will “stain less” than other metalsIt should be noted that Components of any grill manufactured by Weber or any of its competitors will unfortunately corrode or rust in FloridaHowever, in order to settle this matter, Weber is happy to provide Mr*** with any additional parts at a reduced priceTell us why here

Weber’s response was based on the information contained in its Customer Service databaseWe have detailed notes, dates, times and narrativesOnly one (1) photo was provided by the consumer Rather than make or comment on negative remarks, Weber is focused on making every attempt to work with the consumer to find an acceptable solution As requested, this matter will be referred back to a Customer Service Manager who will contact the consumer to inform them when the inspection will take place. At this juncture, not knowing the condition of the grill or what parts are required, it is unlikely that the service agent will leave any parts “on the deck or front porch”Parts will be provided once the inspection reveals what parts are needed

According to the records of Weber’s Customer Service (“WCS”), Mr*** purchased a new charcoal kettle on 5/1/Upon receipt of the grill, the consumer discovered damage to the lidWCS offered numerous replacement parts and a new lid, but Mr*** insisted on a completely new grill
Despite being under no obligation to do so, and noting that there was no other damage or issues with the grill, WCS replaced the entire grill at no chargeWCS records indicate that Mr*** purchased another charcoal kettle on December 20, On 12/27/at 5:46:24pm Mr*** telephoned WCS informing them that “the bottom ring will not hold onto the bowl”On 12/29/at 4:54:43pm Mr*** telephoned WCS indicating that “the whole grill broke”Because the grill was only nine (9) days old, WCS requested photographs of the grill in order to assess the damage and confirm what replacement parts were requiredThe single photograph provided by Mr*** did not confirm damage to the grill, other than the ash catcher falling off, which is often an issue with assemblyWeber’s VP of CS personally contacted Mr*** and offered to send out a service agent to look at the grill and confirm that assembly of the bottom ring and ash catcher was properly performedMr*** refused. We are sorry that Mr*** has had a negative experience with WCS. Our reps and VP have made every effort to address his concerns in a professional, respectful mannerWhile we understand and apologize for Mr*** frustration, we cannot help him if he will not take reasonable steps to address this issueAs Mr*** is located in close proximity to Weber’s corporate HQ, a service call to properly address this matter is both the appropriate and common sense solutionReplacement of Mr*** grill is not an optionA proper inspection needs to occur

Initial Business Response /* (1000, 5, 2015/05/22) */
According to our records, Mr. [redacted] telephoned Weber's Customer Service Department ("WCS") on 5/15/15 at 4:35:08pm to report an incident with his grill. Mr. [redacted] informed WCS that while grilling, he left his grill unattended which is...

contrary to the operating instructions and warnings contained in the Owner's Manual for his grill. Upon his return to the grill, he noticed smoke coming from the cabinet. He looked in the cabinet and saw flames.
That same day, at 4:37pm, WCS sent Mr. [redacted] an email requesting photographs of his grill. Photographic evidence is a key component in Weber's investigation process as it not only confirms that the product in question was manufactured by our Company, but photographs of the burn patterns on a grill tell the story of what occurred. Mr. [redacted] expressed his displeasure with our process and refused to provide WCS with any photographs and refused Weber's offer to send replacement parts, sight unseen at no charge. He demanded either a new grill or a refund, both of which are not appropriate.
In the absence of photographs, we will take Mr. [redacted]'s word that the grill in question is a Weber grill. According to the serial number found in WCS records, Mr. [redacted]'s grill was purchased three (3) years ago. Mr. [redacted] cannot make a claim that his grill is defective when he has used and enjoyed the barbecue without incident since 2012. Incidents of this nature which occur after years of use are almost always related to a lack of grill maintenance or an improper tank connection, which would have been identified, had the appropriate leak tests performed.
Weber will not replace Mr. [redacted] grill, nor will any refunds be provided. The only way that we can work with Mr. [redacted] is if he provides us with photographs of his grill. Should he maintain his refusal, we will close our file in the matter, as the only facts known in this case are that Mr. [redacted] used and enjoyed his grill for years without incident, and on the day in question, he left his grill unattended while in use.
However, if Mr. [redacted] is willing to work with us, upon receipt of the requested photographs of his grill and his tank seal, WCS can conduct a proper review of the situation and determine whether replacement parts will be provided under warranty. If not, in order to resolve this matter, Weber is happy to offer Mr. [redacted] replacement parts at a reduced price.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is quite disappointing that Weber has made no proactive efforts to stand behind this Weber product and engage the customer. I sent in the pictures requested and there has been no outreach whatsoever by them. Instead, the only correspondence has been a response via Revdex.com by them disclaiming the issues with misinformation and a level of arrogance rather than genuine interest in resolving the issue.
Let's set the record straight. It is true I went inside the house while the grill was on. However, it was never out of sight and it was not 10 minutes (significantly less). The kitchen has multiple floor to ceiling windows and was always visible. The fire department stated that it was a good thing I was not by the grill or I could have been injured. Further, there was no reasonable action that could have been initiated safely upon a spontaneous fire event.
This grill was not error or trouble free for the period of time Weber claims (that is, Weber states I had years of enjoyment of this grill which is not true). In fact, there were prior issues. One example is that on start up the grill would flame up briefly. I would have to stand two feet away minimum to avoid flames coming into contact with me. To be clear, start up involved opening the lid, turning on the tank and then opening the valve, and pressing the started button. Now, I got the grill fully assembled so I don't recall a manual coming with it. Nevertheless, I imagine many people run inside for a minute to bring food in or out when they are grill (and this would be a reasonable and common practice).
In this unfortunate fire event where no one was injured. Any reasonable dad upon that had this experience of an uncontrolled fire with a grill would not use that piece of equipment around himself or family again. A problematic $700 grill unit is not worth risking ones safety. The position taken to date by Weber that it's not reasonable for me to ask for refund or replacement reflects a lack of interest in reaching out to learn from the issue and solve the problem.
The original complaint was kept brief in the interest of allowing Weber to pickup the phone and have someone with authority to fully hear out what the issues were and resolve them fairly. So far that has not happened.
I do believe Weber makes good products and this probably was a fluke. Accordingly, I have subsequently purchased a brand new Weber grill and would like to see if Weber would show appreciation and refund back half the retail price of Weber model grill I originally purcahsed since it previously stated that it would replace parts but never followed through from its Revdex.com response letter to my original compliant or my subsequent outreach to see if someone with authority would engage in working toward a resolution. This is prime grilling time in the summer and I want to get back to grilling burgers. But it would be appropriate for Weber to refund half the original cost given that I have given their brand a second chance.
Final Consumer Response /* (4200, 11, 2015/06/04) */
Final Business Response /* (4000, 9, 2015/06/04) */
Weber takes this matter very seriously. Our responses are based on the facts known at the time. We apologize that Mr. [redacted] (MRR) has interpreted our response as arrogant. That is not (and has not) ever been Weber's demeanor when dealing with the Revdex.com. Ms. Virghes, you are quite familiar with Weber's record in responding to Revdex.com complaints. You have personal knowledge of the efforts that I and my team have made to assist all Weber consumers who chose to file complaints with the Revdex.com.
Please note that Mr. [redacted] ("MRR") provided the requested photographs to Weber Customer Service ("WCS") after Weber's 5/22/15 response to the Revdex.com claim. MRR states that "no outreach" from WCS has been made. He has also indicated that he filed the Revdex.com complaint so that someone at Weber would pickup the phone and discuss the matter. The Revdex.com does not work that way. Once a complaint if filed, all communication is required to be directed to the Revdex.com online forum. If MRR wanted to speak with someone in authority he should have contacted the corporate offices or the Legal Department. Instead, he chose to file a complaint against Weber with the Revdex.com, which is his absolute right to do so. However, at that point, it is no longer appropriate to initiate any side discussions with WCS while this Complaint is still pending. We would request that all communication be held in this forum until the matter has been discharged by the Revdex.com. If appropriate, after the Revdex.com has closed their file, the matter will be returned to WCR for further action.
With respect to MRR's 5/30 post, we have reviewed the photographs that have been submitted by MRR. Our experts have conclusively determined that grill was not being operated in accordance with the instructions and warnings found in the Owner's Guide for MRR's barbecue. MRR has indicated that "he does not recall a manual" coming with the grill, so we can only assume that he has never read the specific instructions and warnings associated with the safe operation of his grill and proper installation and leak testing of the LP tank. This is noteworthy because two (2) of the photographs provided by MRR clearly show that the liquid propane ("LP") tank is not placed on the tank scale, and the hose and regulator assembly is not routed through the "hose clip" as is required. Lastly, (and most important), the rubber gas hose is incorrectly routed BEHIND the propane tank, which is also contrary to the operating instructions. Routing a hose in this fashion causes unnecessary strain to the hose/regulator assembly and likely results in an improper tank seal between the regulator nut and the LP tank. As such, a proper seal between the hose/regulator assembly and the LP tank would not be possible, resulting in a high pressure gas leak which is the likely cause of this incident. When these photographs were blown up, there is noticeable wear and/or damage to the exterior outer edge of the rubber hose at the "bend", which suggests another location for a possible leak.
Based on the photographic evidence provided by MRR, the likely cause of this incident was an improper tank seal between the regulator nut and LP tank, which was caused by the improper routing (and assembly) of the LP tank. As a resolution, based on the photographs which show minimal damage to the grill in question, WCS would be willing to provide replacement parts to MRR in order to repair his grill. We would also welcome the opportunity to provide MRR with a .pdf of his Owner's Manual and guidance as to the proper manner in which to ignite, operate and maintain his Weber grill. We note that MRR has purchased an additional Weber grill, and he is requesting that Weber cover 1/2 the cost of his purchase. As this incident is not the result of a Weber grill defect or malfunction, replacement and/or reimbursement for a new grill is not an appropriate remedy, especially in view of the fact that the photographs indicate that there is minimal damage to the original grill.

In order to resolve this matter, Weber would consider providing MRR with the necessary parts to repair his original grill, at no charge. We will not consider any reimbursement for the purchase of the 2nd grill.
Lastly, Weber respectfully requests that MRR direct his decision to the Revdex.com and not to WCR directly or any third parties on Linked In, so that proper direction can be made by the undersigned. Weber also requests that MRR refrain from contacting any members of Weber's Management Team via Linked In, as doing so has made the coordination of facts and preparation of a proper response increasingly difficult. MRR initiated this matter with the Revdex.com, so we reiterate the importance of acting within the Revdex.com framework.

Complaint: [redacted]
I am rejecting this response because:I understand the explanation but I don't agree that their primary motivation is benefit to the customer.  I suspect there will be another compatible app in the near future.  So until then the device will be a paperweight.
Sincerely,
[redacted]

There is no defect with Mr. S[redacted] grill or with any other Weber barbecue.  There are no recalls in place nor are there any regulatory or corrective actions mandated by any government or official authority. Weber prides itself on the quality of our products and takes these allegations very seriously.  With regards to Mr. S[redacted] recent communication, please note that Weber's warranty on certain parts is 25 years (which is longer than most, if not all of our competitors).  His grill carries a LIMITED (NOT LIFETIME) warranty which specifically excludes "failures that are due to improper maintenance".  Despite this, Weber has offered to provide some replacement parts at no-charge and others at a reduced charge despite the fact that the parts are no longer under warranty and Weber has no legal obligation to provide them.  The facts are clear in the case and are in evidence as a result of photographs provided by Mr. S[redacted] himself.  The burner ports on his grill are sealed shut.  Not partially blocked, completely closed with debris.  The knobs on his grill melted for one reason only.  The gas had nowhere to go because the ports were closed, so it "flashed back" to the point of origin, namely the knobs.Weber has made more than a fair offer to accommodate Mr. S[redacted] given the condition of his burner tubes. Our Customer Service Department is happy to educate him and direct him to videos on www.weber.com which highlight the proper maintenance steps to be taken with respect to our grills and the burner tubes.  However, Weber respectuflly requests that extreme caution should be exercised by Mr. S[redacted] when making disparaging remarks about our Company, our products and in particular alleged defects that do not exist.  Our offer is more than fair and reasonable considering the facts in this case.

Please note the timing surrounding this matter. Weber’s records indicate that today, at 9:00AM, Mrs[redacted] emailed Weber’s Marketing Department to report an incident with her grill. The online “customer care” individuals do not handle these types of calls, so at 9:19AM “Jenny” sent an automatic...

generated response that “this is a complex question” and stated that they would have someone from the Customer Service call center “reach out” to the consumer. Less than (1) hour later, at 10:18AM the undersigned received notice from the Revdex.com that her husband, Mr[redacted] had filed a Complaint against Weber. The details of the Revdex.com Complaint were immediately shared with Weber’s Customer Service Management. At 10:40AM Weber’s Customer Service contacted Mrs[redacted] for more information, which is the standard operating procedure, especially when the narrative and supplied photo(s) are not adequate to assess the situation. The [redacted] haste to file a Revdex.com complaint without allowing Weber a reasonable amount of time to investigate the matter is unfortunate. The narrative provided by Mrs[redacted] to the Marketing Department and by Mr[redacted] to the Revdex.com did not contain sufficient details or evidence to determine what caused the event.  We have no knowledge of the damage to their grill. The single photograph provided by Mrs[redacted] shows only a close-up of a melted side burner knob (assumed to be a Weber sideburner) and the statement that “the photo shows what part I think failed”.  This is of critical importance.  While there is no doubt that the side burner knob has melted, the only way that the side burner could have been involved in this incident was if it had been ignited by the consumer before or during use. The consumer indicated that they were cooking a ribeye steak on the grill which would imply that they were using the main burners of the grill. Doing so, would not involve the side burner attachment in any way. Mrs., [redacted] initial email to Weber’s Marketing Department also stated that “the plate on top of the accessory panels closed lid actually melted’.  We are not sure what is meant by this statement, which highlights Weber’s need for additional information, specifically photographs, which Weber’s Customer Service agent has requested. Mrs[redacted] has indicated that she will provide additional photographs by 3/23/17.  The additional photographs will enable our experts to determine what actually occurred. At this juncture, we have very limited information, so we cannot provide the Revdex.com with an appropriate resolution. What we do know is that a $1000 demand of a replacement barbecue grill at this stage is premature and not appropriate. The grill has been used and enjoyed for (15) months without incident. We request that the [redacted] redirect their efforts to working with Weber to resolve the matter.  Asking the Revdex.com for resolution without providing Weber with the ability to assess the situation will not result in a positive outcome. Weber looks forward to receiving the requested photographs so that we can provide the level of support, education and assistance that all Weber customers deserve and expect.  This is the only way that this matter can move forward.

Complaint: [redacted]
I am rejecting this response because:For the price of the grill.. I would expect better customer service than just blaming the customers residential location or covering the grill with their own brand of grill cover. The grill is sub-par quality and I would have expected Weber to take some part in accountability rather than blaming the customer for living in Florida and now it appears it is wrong to cover a grill. Why do they sell grills in the south or coastal areas of they blame the customer for living in these areas? Also, if there are so many technicalities to location, grill covers etc. they should put it on their website and the user manual--"Do not buy this product if you reside in the southeast or coastal areas"!!! Pathetic!!     
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We agreed as previously and multible times stated for a rep to come out to our house to inspect the defect grill. Per Weber's reply they agreed aswell and mentioned Customer Service would contact us. However as of today we have not been contacted by customer service. My phone number and address were added on a previous comment. At this point I again state that Weber customer service is terrible. Broken promises. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/24) */
With respect to the comments in Ms. [redacted] complaint, we would like to clarify the timeline and statements that she has provided. Ms.[redacted] purchased her Weber Spirit E-210 grill in 9/2011. The grill was manufactured in 5/2009. There are...

no stainless steel Flavorizer bars or grill grates on her barbecue.
On 5/7/2013 Ms.[redacted] contacted Weber Customer Service requesting replacement burner tubes. As these parts carry a 10-year warranty, Weber immediately processed the replacement order. The parts were shipped to Ms.[redacted] at no-charge for Saturday delivery on 5/18/15.
Fourteen (14) months later, on 7/17/14, Ms.[redacted] again contacted Customer Service requesting warranty replacement on her porcelain-enameled cooking grates. These parts carry a 3-year warranty not a 5 year warranty as Ms.[redacted] informed Weber. As her grill was purchased in 9/2011, these parts had 2-months remaining on their warranty coverage. Weber shipped replacement cooking grates to Ms.[redacted] at no-charge that same evening.
We note that the Complaint states that "most of the parts are the same ones I am once again complaining about." Please be advised that Ms.[redacted] never previously mentioned, requested or provided any photographs relating to her cook box bottom, shroud on the back side and top inside, left right and back panels, slide out grease tray, bottom panel, tank scale, catch pan or broken left door. In addition, according to our records, her Flavorizer bars have NEVER been replaced by Weber, despite the claim that they have been replaced "several times".
Weber's Customer Service has correctly represented the warranty coverage on Ms. [redacted] barbecue. Her grill DOES NOT feature stainless steel Flavorizer bars or cooking grates. To date, Weber has replaced all requested parts for Ms.[redacted] despite the lack of photographic evidence showing any rust or deterioration. It should also be noted that after being contacted by Ms.[redacted] yesterday, Weber was still willing to accommodate her (without seeing any photos) by offering to replace the grates, burners and Flavorizer bars at no cost, when not all these parts are covered under warranty.

We note that the Complaint states "tonight we used the grill and could not control the flames even when there was no food on the grill. AND it smelled horribly like burning metal". Please be advised that this information was never communicated to Weber. This type of inability to "control the flames" while cooking, is consistent with a maintenance related grease buildup. Our skilled team of experts can easily determine the cause of flare-ups based on internal photographs of the cookbox and burner tray and exterior photos showing burn patterns on the grill.
Ms.[redacted] states that "we have called over and over again starting 6 months after the purchase to complain about rust." Please be advised that all calls placed to Customer Service are logged into our database and are automatically time-stamped. The earliest record of any contact from the[redacted] residence was on 5/17/13. Subsequent calls were received on 7/17/14 and yesterday, 9/23/15. We have no record of any phone call or email from the [redacted] which would confirm their statement that "2 years ago we asked for a complete replacement grill after sending in pictures of all the rust". Please note that Weber has NEVER received ANY photographs of the[redacted] grill in 2011, 2012, 2013, 2014 or 2015.
Again, we renew our request for photographs of the [redacted] grill. Weber is willing to work with Ms.[redacted] to resolve her issues, but she must do so within the framework of the Customer Service Department. Her grill has been used and enjoyed for four (4) years. To date, Weber has replaced all requested parts under warranty. In view of the renewed warranty claim involving numerous replacement parts (and the Revdex.com demand for a replacement grill), there is nothing that we can do without photographs.
We would like to make it clear that replacement of her grill is not an option, and the filing of a Revdex.com Complaint against Weber will not result in a new grill. If Ms.[redacted] wishes for Weber to help her, she must provide the requested photographs.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me make it very clear, until last night we were never asked for pictures to be sent in except the one time they wanted proof of our Manuel.
To clear up your snarky comment about grease build up causing the flame to be uncontrolled... We clean our grill once a month we are by far not stupid enough to complain about uncontrolled flames if it were coming from a grease problem. Maybe they should have paid more attention because I told them exactly what happened last night that caused us to call again.
As for calling in many other other times, try looking up ALL the phone numbers we have had since ownership of this grill. We are military and move often.
Even if your right and these grates and flavorizer bars are not stainless steel then the procelain cloaked bars are supposed to last 3 years so please explain why a year later they are once again falling to pieces?
And last but not least last nights phone call only resulted in the offer of new burners and an argument that the rest is not part of the warranty that is stated in our book. The call ended with me stating that we would file this report and email in the cover of the book the warranty and pictures of all parts rusted. I could not take pictures last night as it was already dark out and as soon as my husband or I get home from work we will be more than happy to provide the pictures requested last night but u will make it very clear that we have never been requested to provide pictures over the years for any of our complaints!
I would appreciate the company to be respectful in their responses as I'm the customer that bought their product not another brand!
Final Business Response /* (4000, 9, 2015/09/25) */
We apologize that our response has been interpreted as being disrespectful. That was never our intention. Ms.[redacted] chose to place this matter in the Revdex.com forum which Weber takes very seriously. We responded to and defended our position to the best of our ability and based on the knowledge and factual information in our records. Unfortunately, there continues to be a mis-interpretation of Weber's warranty coverage and the replacement parts provided to date.
I have personally looked at the grill photographs provided by Ms.[redacted]. Rather than engage in further discussions regarding the condition of the barbecue, Weber chooses to make a good-faith effort to resolve Ms. [redacted] complaint. As a one-time/last-time accommodation, I have instructed Weber's Customer Service to provide Ms.[redacted] with the requested replacement parts at no charge.
Should Ms.[redacted] elect to take Weber up on our offer, she is directed to contact Weber's Customer Service. We are not replacing her barbecue and we do not conduct business through the Revdex.com.

Complaint: [redacted]
I am rejecting this response because: same issue they try to blame it on maintenance so they don't cover the parts. I need the Revdex.com to take an action because that's exactly what they are doing and will do to many customers. I need to resolve this issue now. 
Sincerely,
George S[redacted]

Please be advised that Mr. [redacted] did not purchase his [redacted] device from Weber.  i[redacted] (not Weber) sold him the unit and the corresponding app.  This was the privacy policy that he agreed to prior to the sale of the business unit to Weber. After purchasing the business from [redacted]...

Weber has been committed to improving the functionality and features of the [redacted] products and user apps, which resulted in an update of the app which asks for the users email address to “register” for all the resources contained in the app. The “unsolicited” update referred to by Mr. [redacted] is also a critical component with regards to Weber’s ability to contact consumers in the event of a product recall.  In addition, should the app “crash” for an unknown reason, the contact information gathered will enable Weber to pinpoint the amount of traffic and location in the app that failed. This will greatly improve the time to identify and correct any software issues, so that the app can be fully operational as quickly as possible. From a consumer enhancement perspective, Weber’s [redacted] Team has identified that consumers would like to receive specific marketing information based on their individual culinary preferences and manner in which they use the [redacted] app.  The data captured allows Weber to provide all [redacted] consumers with recipes and tips to match their “favorites” foods and grilling techniques. The current [redacted] app also offers a “share” feature in which users can share photos of the food they are cooking to their social media accounts.  These photos will be shared on the app’s “Globe” which is shown by a map with pins dropped from the user’s location.  This feature can only be activated if the user/consumer wants to post.  Otherwise, the photos will not show up.  The app also offers the option to view the globe and photos posted without sharing any social media information.  The only way that a user’s location or photos is posted on the globe is if the consumer manually chooses to share a photo. From a technical perspective, the data allows [redacted] to monitor the different areas of the app for traffic.  This is essential in keeping the app current and improving features that do not receive traffic by the [redacted] users.  It also helps to protect the app from viruses, as the request for data serves as a screening tool for malware carrying “bots”. Weber’s privacy policy is clearly posted on the app and our [redacted] Customer Care Team has made every effort to address Mr. [redacted] concerns. Ironically, much of the registration data requested by Weber (and at issue with Mr. [redacted] was previously captured in the app by the former owner, [redacted]  The main difference is that Weber chose to notify users of the request for information up front. At this juncture, there are no plans to reprogram the [redacted] app to “opt out” of the collection of personal data. As with all Weber products, the safety of our consumers is a top priority.  The gathering of this data allows us to capture vital grill registration information which will protect the consumer in the event of a recall and ultimately enhance their experience with both the [redacted] app and their Weber barbecue.