Toggle sidebar

Anyone know of any problems with the Masterbuilt offices?

  • Some of the links on this forum allow SMF, at no cost to you, to earn a small commission when you click through and make a purchase. Let me know if you have any questions about this.
Remove the Ads for LIFE - 50% Off!
SMF is reader-supported. When you buy through links on our site, we may earn an affiliate commission.
bighouse627

bighouse627

Fire Starter
Original poster
Apr 11, 2011
38
11
Wichita, KS
I have been trying to contact them for over a week and all I have gotten is a busy signal. I have called previously and never had a problem. I also emailed them but have not gotten a response. I have been waiting for my chip tray retro kit and heating element for almost 2 months now and cannot get a hold of them. Just figured I would see if anyone else has had the same problem. 

Thanks for any help

Scott
 
Wish I could help out.  I know last week was a kick back week for most people but unless they are snowed under with people asking for help buying a smoker for Christmas the phone just being busy is not a good sign.  I would try calling them early in the morning or late in the evening and see if you can at least get to an answer machine or something.
 
Thanks Al. I have tried both but they are only open until 5pm EST. it is just weird as I have spoken to them before and when they are busy you get a message and are put on hold. Just wasn't sure if there was anything else going on.
 
I called yesterday to order a retro chip tray and was on hold for 45 minutes then hung up to do something else.  The phone was constantly busy for the next hour, then another 25 minutes on hold before someone finally answered.  The chip trays are still on back order. 

Good luck contacting Customer Service again, they need more people answering the phones. 

Mike
 
Thanks Mike. I finally did get a hold of them. I was on hold for a good 20-30 minutes as well. The girl said they had been extremely busy lately and apologized. They told me the same thing about still on back order but said they were scheduled in within the next week or 2. Of course they have changed that date on me 3 times now so we'll see. They have already sent me the Dadgum cookbook because of the wait but I just want my parts.
 
I'm still waiting for mine too. I thought that since the new models were being outfitted with the larger tray, that the kits were all being used up on the new units.
 
A Quick way to contact them is their facebook page also...They keep a close eye on that for some reason...A p.m. on facebook will get a quick answer ...they posted the other day they were having trouble keeping up with calls in their call center.
 
I'm still waiting on a new chip tray for my new MES 30 that was a bit warped and doesn't slide in and out easily, I'm guessing it's backordered, but they didn't tell me it wasn't in stock when I called about it a couple weeks ago.
 
Thanks gotarace. That is good to know.

Glocksrock, they have been on back order for a couple months or more but are supposed to be in within the next week or 2. We'll see though.
 
Ok, new update. I just got an email response to my earlier email and they said the parts have arrived and will begin shipping next week. They will ship according to order placement so f you have been waiting awhile like me you should get them first. As always, we'll see. I will let you know when I get mine so please let us know if you get yours. 
 
Bighouse627 said:
Ok, new update. I just got an email response to my earlier email and they said the parts have arrived and will begin shipping next week. They will ship according to order placement so f you have been waiting awhile like me you should get them first. As always, we'll see. I will let you know when I get mine so please let us know if you get yours. 
Click to expand...


Will do!
 
just thought I'd post this here....Masterbuilt sent me a replacement digital unit..and for some reason included a replacement retrofit kit as well. My MES does not need the retrofit kit....so I'll offer it up here, for anyone wanting it for the cost of shipping.

Just PM me if you want it..it is brand new.

Dan
 
Not to talk anyone out of getting the retrofit kit, but a good alternative to the kit is to modify the existing small tray setup by cutting out the extra piece of metal between the heating element and the wood tray. I did that on my MES40 and it worked great. It worked so well that I never installed the retrofit kit I later received from Masterbuilt. The kit is sitting in my garage collecting dust.

The following link explains the mod in greater detail. I use the AMNS mostly, but it is good to have the small chip tray working well for the occasional times it is just easier to use for short smokes and such.

http://www.smokingmeatforums.com/t/...rade-kit-inspired-mod-with-q-view#post_640611
 
Last edited:
You must log in or register to reply here.
SmokingMeatForums.com is reader supported and as an Amazon Associate, we may earn commissions from qualifying purchases.

Similar threads

G
Looking for advice on what smoker to buy
Replies
10
Views
858
Electric Smokers
tumbleweed1
tumbleweed1
J
I have a MES30 mb20070421. Will any of the 800W replacement heating elements work? I cant find any with my model # in the description. Thank you in a
Replies
1
Views
481
Electric Smokers
JEFF4631
J
larryfoster
Masterbuilt 560 ashes in cook chamber
Replies
15
Views
662
Charcoal Smokers
larryfoster
larryfoster
Dive Bar Casanova
Any Waffle Recipes?
Replies
15
Views
647
Breads
talan64
talan64
dr rat
My wife is one of the founding members of the burnt meat club
Replies
60
Views
2K
General Discussion
schlotz
schlotz
ifitsdeadsmokeit
Sausage Casing Storage
Replies
12
Views
775
Sausage
indaswamp
indaswamp
Bworx
New member. The smoker I bought is out of my league.
Replies
84
Views
5K
For New Members
Trailboss60
Trailboss60
KBFlyer
Auberins Pid Controller WSD-1503CPH Caused A Fire In My Smoker
Replies
23
Views
2K
Electric Smokers
dsk
D

Latest posts

Hot Threads

Top Bottom
Back
Clicky