Just got off the phone with Masterbuilt and got pretty much the same answers as everyone else. She told me my unit was doing exactly what it was supposed to do and that it was supposed to be more of a steam than a smoke. I asked her why they called it a smoker than and told her if I wanted steamed for I would have bought a crockpot. She said that it was supposed to created blackened chips and not create ash. She also said to empty the chipbox prior to loading new chips. i questioned her as to if that defeated the purpose of having the chip tube and she said that the tube and loader was only to provide the correct amount of chips. Getting a little frustrated here as I do not want a high priced smoker and could have got a WSM for not much more.
Something wrong here. Must be a new employee.
What a shame to take it back.
I would call back and insist in talking to a supervisor first. At least give it a try.