Ducane Informative - Webber Sells The Product But Doesn't Honor The Warranty!

Review by louigi909 on 2008-12-20
PALATINE, ILLINOIS -- In 2002 I purchased a Ducane gas grill, the Cadillac of grills at the time. I also purchased, for $15.00 a lifetime warranty on all the stainless steel parts. Last year I made an attempt to contact Ducane in North Carolina to no avail. Come to find out that Weber-Stephen purchased the company through some bankrupt proceedings. After much research I finally determined that it is Weber who now sells grills under the Ducane name. I sent Webber a letter requesting them to honor the warranty as specified in the original agreement. What I received was nothing less then an arrogant response from, Executive Secretary. In a nut shell she said that since I did not pay them the $15 for the lifetime warranty they had no legal obligation to honor it and it was unreasonable that I expected them to enforce a warranty offered by another corporation. She went on to say, that, had they not purchased the Ducane Trademark there would be no telephone number to call or no customer service representative to contact. So, someone please tell me what good it has done to contact the new owners of the Ducane Grill Company, when they will not honor the warranty, can not supply a replacement part, even at a cost, and replies with an arrogant, condescending letter.

I have lost all faith in Webber and would use a 55 gallon drum to grill on before I would purchase a grill from a company that uses legal loop holes as they do. If you purchase a company, and use the brand name, you should take the good with the bad.
Comments:1 Replies - Latest reply on 2008-12-21
Posted by Starlord on 2008-12-21:
While technically, Weber may be right, when they purchase a business, for whatever reason, they also purchase what is known as Good Will. They should honor the warranty, as that is one of the liabilities of the business entity that they took on.. Shame on Weber for hiding behind this statement, instead of manning up and doing the right thing, even if it is not legally required. Weber shot itself in the foot in my opinion, and should help you out.

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