Posted by never again weber
We purchased a Weber gas grill in June 2014. I immediately registered it online. Fast forward to June 2017, when the control knobs began melting. Mind you, this product has a five year warranty on the gas components.
I went to the Weber website and, lo and behold, I had no products registered under warranty; however, I did have an account, which I would only have registered when I registered my grill warranty. Besides, I had the confirmation email from 2014. So, I called customer service, and told the rep that I had registered the warranty, but it didn't appear in my account information. "Oh, well, we'll just re-register it for you now." Red flag. What happened to my original registration? Why was it missing?
I was connected with tech support who asked me to email photos of the outside of the grill (??!), the gas tubes, the inside firebox of the grill, and the screw-on valve connection on the propane tank (???!!!).
The photos bounced back for two days as undeliverable. Another red flag. It took over a week for tech support to get back to me, and that only after I pestered them several times via email and phone, demanding a response. Then, they called after dark. Excuse me, how can I see the grill in the dark?
When I finally connected with them, the guy said there was a problem with the propane tank connector. Red flag. A personal friend owns a propane company and takes care of all our propane equipment. When I pointed that fact out, he backed down and proceeded to tell me that I had not complied with maintenance requirements and the warranty would not be honored, but they would give me a good deal on replacement parts (red flag) - the flame tubes and the manifold. "From a photo? No personal inspection?" I asked. He confirmed it. They could verify that the warranty was voided by the photos I sent. (red flag) I finally asked to speak with a supervisor, he promised one would call me. No one ever did. I called three times, no return call. HUGE Red flag.
I looked at the owner's manual. There is absolutely NO maintenance schedule for cleaning the firebox (which was considered too dirty and voided the warranty-it's a grill for gosh sakes!!!), or for doing anything to the gas tubes except to clean out the bug screen once a year, or for doing any maintenance whatsoever on the manifold. That's right folks, NO information on HOW OFTEN the firebox should be cleaned. I guess it is supposed to be washed with soapy water (per the instructions) after every use, but if that's the case, the manual should specify that. It doesn't. This is a grill, for gosh sakes. Well, gee, no wonder customer after customer complains about the warranty not being honored. It's a scam. Weber won't define when the maintenance should be performed, and then uses that omission to not honor the warranty when parts fail. . . Assuming you can prove you registered the warranty in the first place.
We had to purchase the parts at full price. The manifold, which was under a five year warranty, had failed in exactly three years of use. The parts looked clean and sound, but once we replaced them, the knobs stopped melting.
Weber's warranty is a scam, yet the warranty featured prominently in our decision to purchase this item. I consider this false advertising. Weber has a nifty scheme to avoid honoring their warranty. The only way the warranty would not be voided would be if you didn't use the grill.