Hello Weber fans, customers and barbecue friends,
Like many of you, we have been paying close attention to the launch of our new SmokeFire® pellet grill, which has generated a ton of positive stories and amazing food successes, but also some questions and important feedback.
Of the thousands of grills sold, the vast majority of owners are having good experiences. We have received reports of issues on a small percentage of grills – and this is not good enough for us, or you. For anyone who has experienced issues, we stand by you, and we stand by the SmokeFire – we will fix any problem you have and will work tirelessly to provide a great grilling experience. It is the core of Weber’s DNA: we are here for you.
With that in mind, I wanted to address a couple of the most common questions we’ve received.
To start, we are 100% confident the SmokeFire is safe. We’ve seen questions online about small momentary flare-ups, which are normal on gas, charcoal and pellet grills of any make, when excess grease from fattier foods hits flames or hot surfaces. These flare-ups are not grease fires. We take grilling safety very seriously: the SmokeFire has been independently tested and certified by CSA Group, and is engineered with a grease fire sensor to automatically engage a safety shut-down should those temperature conditions ever be reached. As with all grills, it’s important to keep a grill clean to operate most safely, and we’ve designed SmokeFire to be very easy to keep clean.
Based on feedback from users, we are continually developing improvements to SmokeFire. As an example, you may already be aware that we recently introduced a hopper ramp adjustment kit to help boost pellet flow performance. This kit is free to all owners by reaching out to our Consumer Care team.
We are also launching a firmware upgrade in the coming days, which includes an enhanced start-up program to improve ignition and pre-heat functionality, a new re-ignition mode, and other improvements. Upgrades will keep coming over the next several weeks and months, so that your SmokeFire grill will keep getting smarter and more robust as the season unfolds.
If you are experiencing challenges with reaching a set temperature, we have made some improvements there as well, and we have additional operating solutions. Please call our Consumer Care team at 800-446-1071 so we can assist you. We are available to answer any questions or issues that you may have 7 days a week.
In the meantime, please continue to share your experiences online and tag us so we can enjoy your accomplishments with you.
We are here to help you, and are committed to making things right.
Very truly yours,