I had the same problem with a 30" and now my 40" smoker. Customer service told me that I was past the warranty so unless I wanted to buy repair parts, they couldn't help me. Stupidly, I bought another Masterbuilt as it was cheap, easier and I needed my smoker fixed ASAP but enough is enough. Unless customer service knocks one out of the park, this will be my last Masterbuilt product
Masterbuilt 40" Shocks - Page 2
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Even though the MES only has a 90 day warranty, I "think" that Masterbuilt will replace parts if Smoker is not more than 2 years old. Anyhow that was my recent experience on my old 40" Gen 2.0 which was almost 2 years old at the time. They replaced both the heat coil and controller free of charge and would have replaced the box had I kept the receipt when I bought it, but unfortunately I did not.