A week ago, after 14 years trying to keep my old gas grill going, I replaced it with a brand new Weber. Used the gas tank from my old grill, so know it’s working fine. First time I opened the valve, it was obvious gas was leaking out of the regulator. I reoriented it and leak stopped.
This evening, about 50’ away from the grill, I lit a fire pit. 10 minutes later I walk out of the back door, which is right next to the grill, and I hear the regulator hissing.
Shit.
I quickly reached under the grill cover, grabbed the valve and shut down the tank. Thankfully no harm done, but clearly the regulator needs to be replaced. I register the grill and then submit a warranty claim with all the details above.
10 minutes later I get a response from Weber support telling me it is the tank. I respond it is not, this isn’t the tank, as I said it worked fine on the old grill.
10 minutes later they respond again asking for a photo of the regulator. Ok, I can do that, but a photo doesn’t help with a gas that is invisible when it isn’t leaking in volume.
10 minutes later they respond again telling me it can’t be a leak because it’s in bypass mode where gas pressure gets //lower//. They ask me to follow a gas leak protocol and search for the leak, but they just told me it wasn’t leaking? WTF?
Literally have told them nothing new that my first message did not include. I almost just skipped the warranty process and just bought a new regulator so I didn’t have to deal with this kind of crap, but thought that with the glowing reviews that I had pre purchase that it wouldn’t be a run around.
All I can say at this point is that at least they are prompt in replies.
Ted Hardy
GhostSlave01