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I use plain white vinegar on mine with a few paper towels. Takes a tiny bit of elbow grease but it really comes off quite easily, and I know nothing is going in my food that I wouldn't be willing to take a swig of :-)
I use a scrubbing pad and some soapy water, the mess comes off great! I also have trouble with the chips lasting. I had no better luck soaking them in water either. Last few times I smoked, I bought a bag of chunks and used those. They seem to last longer. I keep a little hatchet nearby and if the piece is too big to fit in the tray, I just give it a few smacks. Its taken some getting use to but I really like this smoker!
I've had mine for about 6-8 months now and use it a lot. I finally gave up on the trays and got an AMZN tube smoker and also got the maze. They take a little bit to learn too but I wouldn't go back to those trays for any amount of money. I do love my smoke hollow.