Mike, please note that I never addressed my response to you or even directly referred to your post. I don't believe in personal attacks in forums. Yes, your post sparked a reaction in me but I used directed to all of the people on SMF who I feel have unfairly trounced Masterbuilt.
You did strike a nerve. As I wrote I've been on SMF for a few years and I've seen a few posts from guys who's only purpose was to trash MB smokers and customer service based on what they've read. I researched electric smokers before I purchased my smoker and I've greatly enjoyed using it over the past 3 years. I just have no patience for people who's only intention for posting is to stir the crap and, to me. you appeared to me just another in a short line.
I didn't know that you owned a MES 30 or if I did I had forgotten. I apologize for my response to you. Now, having defended MB customer service, I can draw upon my own years of experience working in different agencies and call centers I know that the quality of customer service can sometimes depend on who takes your call. One lazy or less-knowledgeable CSR can tell you there's nothing they can do while another one will easily agree to resolve your issue. I think that when it comes to MB you're better off talking to someone on the phone than sending an email. If you have a valid issue and are assertive enough it's more difficult to say "no" to a customer over the phone. It's also much easier to get transferred to a supervisor who may agree to help you after the first tier CSR refused.
Thanks for clearing that up. No offense taken. If you're ever in the metro Detroit area stop by for a beer.