I purchased a new weber spirit original barbecue on Sunday April 14th and ran into problems post set up. The gas didn't flow properly through a faulty regulator on the bottle, a partially full bottle of gas and some slippage on the knobs. It was difficult to pin down the exact issue. Russell came onto to me when he found out I had an issue and we discussed in detail how to tackle and isolate the issue. He quickly sent me an new regulator and we discussed how to eliminate the problems. He cares about his reputation and genuinely believes in his products. He wants customers to have a good experience. He was extremely professional and dealt with the situation well. I was very frusturated as I knew I put it together correctly but couldn't pin the issues down. All in all ended well. Thanks again Russell for quality customer service and understanding.