So far not so good. Received a 30" digital model 0910 as a gift for Christmas. Finally had a chance to try it out last weekend and the result was some fairly decent pork ribs. The lack of smoke issue that I am now aware of due to this forum and actual use prompted me to contact Masterbuilt about the retro kit.
The ribs were good but I did notice a serious lack of smoke flavor along with the wood chips not burning completely, no ash etc. Since they have a retro kit I'm clearly not the only one with this opinion/problem.
Sent an email asking how to get one? They did reply early today, Monday, and said to call their customer service with model and serial number. OK, no problem.......called.......on hold 5-10-15 minutes..........Gave up! Emailed them again about the stuck on hold for way too long. The reply:
"I am sorry for that. The retro kit would need to be called in. Try calling tomorrow, Mondays are our busiest day of the week."
I actually tried calling them 3 times today. Minimum of 10 minutes on hold before giving it up. The longest I waited was actually almost a good 20 minutes. Can almost repeat from memory the recorded msg that plays over and over.....
So Masterbuilt will respond to emails but give you the call us and wait on hold run around instead of trying to resolve the issue by email at least if possible. Why would they not be able to handle it via email with all info needed? Model, Serial number etc. How about, what's your shipping address and we will get a kit on the way? Nope! You have to keep calling and calling and calling.
What about folks that are deaf or hard of hearing? Do they still have to call?
The best way to make a new customer a former customer is to make it a hassle to actually use their product as intended.
Current but possibly former Masterbuilt Customer. Depends on how much hassle this will end up being........Stay tuned!
PS. Great site with tons of excellent info!!!!!