A lot of people who bought an MES on Amazon have this problem? The MES 30 Gen 1 Model #20070910 (which I own) has been reviewed by 2,341 customers and has an average rating of 4.5 out 0f 5 stars. Doesn't seem like, percentage wise, not that many people are dissatisfied with their purchase. The Gen 2 model has the same rating but only 103 reviewers and is admittedly more problem-ridden than the Gen 1. I don't think Whizkidd1982 specified which model MES 30 he has.
As for complaints about Masterbuilt customer service, I've been on SMF longer than any newbie and therefore have read a lot more posts about MB customer service than any newbie and the vast majority of those posts have been highly favorable. I've called MB Customer Service for two separate issues and they were great. MB is the best deal out there for an entry level smoker which also happens to be the best quality entry level smoker on the market. Last week I provided proof when I posted a high end cooking cooking school picked the the MES 30 Gen 1 as the one of their two favorite smokers.
Unless someone owns a MES 30 and has had personal dealings with MB customer service, they can post their opinion but in no way should it be regarded as credible fact. For the informed and educated opinions and fact-based comments on all things Masterbuilt, I'd stick with comments from experienced and knowledgeable MES owners like Todd Johnson, Bearcarver, Chef JimmyJ, Jted, and myself, to name but a few.