What a bummer

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stephan28

Fire Starter
Original poster
Jun 9, 2017
60
10
Well, I unboxed and set up my new 40" MES model # 20070311. The controller keeps turning off on itself. Sometimes it shuts right off as soon as I turn it on, sometimes it waits until I hit set temp, some times it doesn't fail until I set time. I've got it plugged right into the patio outlet which is GFI. I tried from another non GFI outlet with an extension cord with the same results. I tried using just the remote but it doesn't seem to work unless the main unit has been set first. Either way it doesn't do anything. I've taken the batteries out of the remote to make sure it's not interfering with anything. I exercised wiring to see if it was maybe a loose contact. I even got the controller to go into a self test mode to no avail. 

I called Masterbuilt and I told them the issue, they said, "You need a new controller." They are shipping one out....7-10 days. I wanted to smoke this weekend!!! SUPER CRAP.

I bought it from Academy and had it shipped to me so I can't even take it back to the store. 

What a bummer.....
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That sucks.  I hope it all works out for you soon
 
 
That is unfortunate. 
 
That sucks.  I hope it all works out for you soon
Yeah, not happy, bad luck. After I got off of the phone with them I still tried everything I could think of the get it to work with no luck. I then started looking at the smoker and realized that there's a pretty good dent in the upper left corner that I hadn't noticed. I also noted that I could never get the interior light to come on either with the controller or the remote. The controller sometimes would stay powered on if I didn't try setting the time or the temperature. Kinda odd that the light wouldn't even come on.

I emailed customer service telling them my situation hoping that maybe they could send the controller quicker and let them know about the dent and the light issue. They replied and said that they couldn't ship the controller any faster but offered to send me a new "body kit" in addition to the controller. They also wanted a photo of the receipt and the damage. 

I'm not certain what a "body kit" entails exactly but it's probably the exterior panels. I wonder if it contains any of the sensors that might also be causing the smoker not to work. I did notice that sometimes when the controller would stay on (once again before I entered temp or time because that ALWAYS makes it turn off) it would flash strange temperatures like sixty something degrees and then a temperature close to freezing which was obviously incorrect. I'm kinda wondering if there isn't a sensor problem and that's why I took them up on the "body kit" as well. I sure don't want to wait a week or so and THEN find out that it wasn't the controller after all!

Thoughts?

Thanks!
 
I gave MES a third chance and went back to one. What a mistake MESPOJ

I bought a cadillac electric smoker finally.

GL
 
These situations stink. Unfortunately, Quality Control is not always a priority. Sell 'Em, get the money then fix them as needed...JJ
 
Just a thought. Have tried calling the store and ask for relief? Tell them you want to return it as unsatisfactory. Then, go buy from another local source.  If you buy from Amazon with Prime you will have it in two days, no shipping fees and and you can return the same way. Amazon is very strong in backing their sales. I know as I had to return a DynaGlo gasser.  Hint; SAVE THE PACKING MATERIAL until you have used enough to be sure it is working.
 
Can you post a pic of the dent? Could be wiring is pinched/cut because of it. Or the dent pulled the wiring out of the sensor or light.

The light not working is strange.

Got my new one in and plugged it in while it's in the house to make sure it's working after reading about your misfortune. Just in life g enough to see the light work, clock countdown and temp go up a couple degrees in the unit. Gonna rain here for a few days and can't even season it yet.
 
"... but offered to send me a new "body kit" in addition to the controller. "

Not sure what that is but if you are going to operated on your smoker, and dissect it, you might want to read the many posts on electrical issues and corrosion. I say this since you are going to have it open, might as well replace those small components that seem to fail like spade connectors. There are also some ideas regarding higher temp wiring and wrapping as part of some of the repairs others have made. If an item may need repair in the future based upon posts from other readers, might as well install some beefier components now while 'the hood is up'.  

On another yet similar note, I am surprised that Masterbuilt didn't offer a complete new unit as I have seen posts attesting to.  Generally they asked for the plug cord to be cut and sent to them, maybe even the ID plate.  You certainly have more patience than I have, which is a good attribute.

"Thoughts?"

Smokin-it!

Good luck with the repair.
 
 
Just a thought. Have tried calling the store and ask for relief? Tell them you want to return it as unsatisfactory. Then, go buy from another local source.  If you buy from Amazon with Prime you will have it in two days, no shipping fees and and you can return the same way. Amazon is very strong in backing their sales. I know as I had to return a DynaGlo gasser.  Hint; SAVE THE PACKING MATERIAL until you have used enough to be sure it is working.

I ordered from Academy and I've already started dealing with the Masterbuilt. Cord has been cut. They wanted me to cut the cord flush with the smoker, take a picture of that, a picture of the data plate and email it to them. Then they would send me the "body kit." No turning back now.

Next time, if there is a next time, I will be ordering from Amazon and purchasing some sort of extended warranty.
 
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Can you post a pic of the dent? Could be wiring is pinched/cut because of it. Or the dent pulled the wiring out of the sensor or light.

The light not working is strange.

Got my new one in and plugged it in while it's in the house to make sure it's working after reading about your misfortune. Just in life g enough to see the light work, clock countdown and temp go up a couple degrees in the unit. Gonna rain here for a few days and can't even season it yet.
I doubt the dent was the cause of the electrical problems. Upper left rear corner.

I got the light working when I get the controller to stay on for a few moments. The bulb was loose.
 
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"... but offered to send me a new "body kit" in addition to the controller. "

Not sure what that is but if you are going to operated on your smoker, and dissect it, you might want to read the many posts on electrical issues and corrosion. I say this since you are going to have it open, might as well replace those small components that seem to fail like spade connectors. There are also some ideas regarding higher temp wiring and wrapping as part of some of the repairs others have made. If an item may need repair in the future based upon posts from other readers, might as well install some beefier components now while 'the hood is up'.  

On another yet similar note, I am surprised that Masterbuilt didn't offer a complete new unit as I have seen posts attesting to.  Generally they asked for the plug cord to be cut and sent to them, maybe even the ID plate.  You certainly have more patience than I have, which is a good attribute.

"Thoughts?"

Smokin-it!

Good luck with the repair.

 

Yeah, I wish they had sent me a whole unit as well. We'll see what I end up receiving in the mail.

Good point about beefing up the internals. Once I receive whatever they sent me I'll start looking at what I can make more robust/improve upon.
 
Yeah, I wish they had sent me a whole unit as well. We'll see what I end up receiving in the mail.

Good point about beefing up the internals. Once I receive whatever they sent me I'll start looking at what I can make more robust/improve upon.
You will be getting a complete unit sans the loose packed items that come in a new unit. You will have to move the shelf racks and grates over. Move the handle and l think the wheels and feet. A few guys have been in the same boat...JJ
 
You will be getting a complete unit sans the loose packed items that come in a new unit. You will have to move the shelf racks and grates over. Move the handle and l think the wheels and feet. A few guys have been in the same boat...JJ

I sure hope so because I just noticed that the front door is dented as well. I thought the seal around the window just didn't fit really well but my friend pointed out that damage to me last night. It is more of a pushed in area then a sharp dent.

I was wondering if I should take a picture of that as well and send it to customer service. I am a little concerned that the "body kit" may not include the front door. However, your comment gives me a little hope that it does.
 
The posts on the kits have been awhile ago. I looked to verify what Exactly the member got but can't find the posts. That said, I am not sure the door is included. Take pics and contact customer service to verify the door is included or needs to be...JJ
 
The posts on the kits have been awhile ago. I looked to verify what Exactly the member got but can't find the posts. That said, I am not sure the door is included. Take pics and contact customer service to verify the door is included or needs to be...JJ

I realized that I sent the picture of the data plate and cord to the wrong email address. In the last email they said to send that information to a different address with a claim number in the subject line. This morning I sent those original pictures plus a picture of the new found dent in the door to the correct email address . I suspect that they aren't in on the weekend so maybe I'll know something on Monday.
 
There is nothing worse then getting a new toy and finding out its been abused before getting a chance of playing with it. I have had my fair share with certain carriers that do not exercise care with the packaging and you get something damaged. Then having to go thru customer care. More waiting on things to have to be shipped out. Then the question WILL IT BE DAMAGED AS WELL? Yes I'm sure many as well here has had a really bad experience before. We all feel the pain. Sorry to hear of the issues you have had to face with your new toy.
 
There is nothing worse then getting a new toy and finding out its been abused before getting a chance of playing with it. I have had my fair share with certain carriers that do not exercise care with the packaging and you get something damaged. Then having to go thru customer care. More waiting on things to have to be shipped out. Then the question WILL IT BE DAMAGED AS WELL? Yes I'm sure many as well here has had a really bad experience before. We all feel the pain. Sorry to hear of the issues you have had to face with your new toy.

You know, you hit the nail on the head. This was all supposed to be new toy for Fathers Day!

And yes, it has crossed my mind that the replacement may be damaged and the replacement controller will not function properly but I hope that is not the case.

Crossing fingers and toes.......
 
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