Same experience, not quite as rusty, but mine got replaced at the end of last year. Great service, and great bbq. Only reason I want to get rid of my Q220 is so I can buy a new Baby Q and a Family Q instead.I'd heard Weber's customer service was amazing, and now I've had a chance to experience it myself I can confirm that yes, it really is!
The grill plates on my Weber Family Q 320 have gone to shit. Rusted and flaking. I've always kept it clean, don't live near the ocean for salt to rust it out, it's always kept under cover, but the grill now looks like this...
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So used Weber's online support page, sent a message and some photos, and less than 30 minutes later I've had a reply, plus a courier tracking number because they're sending me new grill plates. I'm pretty stoked with the speed of the reply and the no-fuss simplicity of it all. The $700-odd I spent on this thing 4 or 5 years ago has already been well worthwhile many times over - this is just the icing on the cake! :cheer2: