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Masterbuilt Customer Service Success Story

post #1 of 7
Thread Starter 

I just wanted to take a moment to share my positive experience with Masterbuilt's customer service with all of you.


This weekend, I was going to use my MES40, but couldn't use the remote because roughly half of the digits on the LCD display were unreadable. I switched out three different sets of batteries, but ended up with the same result. As you might imagine, I was bummed.


This morning, I called Masterbuilt's customer service department. Less than a minute later (after asking me for my model number and serial number), I was told that I would receive a brand new remote within 5-7 days.


This, my friends, makes me a happy camper! This is the type of service that keeps people coming back for more. Kudos to Masterbuilt! beercheer.gif

post #2 of 7

Glad to hear they took care of you promptly 

post #3 of 7

Outstanding! They replaced the element in mine, didn't fix the problem and sent me a new body unit. Works great!

post #4 of 7
Thread Starter 

Well, unfortunately, the story continues, but we're still headed towards a positive resolution!


Yesterday, I received the replacement remote that Masterbuilt sent out to me. I tried dozens of times to synchronize the smoker to the remote, but was unsuccessful. I even tried three different sets of brand new triple-A batteries with no luck. Wondering if maybe I was not following their directions correctly, I tried to synchronize the broken remote (the one with the bad display) and I was able to get the smoker to beep, which meant that I was, in fact, following the directions correctly. This bummed me out, especially since it was just after 5:00pm EST and Masterbuilt was closed. Anyhow, I called them up this morning and they are sending out a pre-synchronized remote and smoker panel unit!!! This level of service, my friends, is what keeps customers happy!!! Again, kudos to Masterbuilt for turning another negative situation into a positive one!!!

post #5 of 7

Happy to hear about your positive experiences with their customer service. Just bought a 2012 MES 40 over the weekend. Found out about a recall (chip tray unit) yesterday. Spoke with them this morning also and they're shipping out the redesigned parts today. I've seen some folks complaining about long hold times, not able to get through, etc. but I had no problem. Answered right away, took info, thanked me, call over in less than 5 minutes. Hope I won't need to contact them again, but if I do, it's nice to know I'll be taken care of.

post #6 of 7

Great story.... Masterbuilt does it again.....  

post #7 of 7

Luv2Q, great to hear Masterbuilt is doing what is necessary to make you a happy customer.


I must say though, Masterbuilt had a great reliable product when it was just a 30 or 40 inch box with solid digital control for inside cabinet temp sensing / on&off control.  It doesn't take a scientist to know that each add on feature, (window, wheels, meat sensor, remote sensing) either is moving their profit line down, or making the MES a product with cheaper components.


If Masterbuilt simply made a stainless inside & outside box with a bullet proof digital inside temp sensor / on&off controller, and high quality real stainless racks.  That product would be the best on the market.  The extra gadgets are not an improvement and actually will result in shorter service life cycle. 


Having said all that the MES is still the top consumer / home electric smoker at it's price point.

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