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Great experience with MES customer service

post #1 of 10
Thread Starter 
Since my MES hasn't been coming up to temp I decided to call Masterbuilt. They got me to check the controller first, comparing to an oven thermometer. It was accurate. I set it at 275 and it was up to 240 within an hour but they said it should have been to 275 in an hour so they are sending me a new controller. They also told me that if this doesn't fix the problem they will send me a new smoker box and that it would be covered under warranty.

How can anyone complain about that, other than having to do it in the first place, and things like this happen with stuff like electric smokers.

Everybody is really nice too.
post #2 of 10
I had a similar experience two months or so ago. My 100's digit went out on my controller, and it was showing wild fluctuation in temperatures, that I verified with my remote thermo. I sent off an email to masterbuilt explaining what happened, expecting never to hear back. The next day I got an email back asking for some info on the back of the unit and they'd send me a new controller. I sent in the info and two weeks later (they said it would be faster except it was right around Christmas so things took longer) I got my new controller in the mail.

Very good customer service!
post #3 of 10
Happy to hear of the good experience.PDT_Armataz_01_37.gif
post #4 of 10
points.gif to Masterbuilt for standing behind their product. Sounds like they know they've got a controller issue.
post #5 of 10
Sounds like they know they have a winner product, and the best thing they can do is keep customers happy. Customers talk to friends, and friends are potential customers. Just good Old American business sense.
post #6 of 10
Glad I got a WSM, havent had to talk to Weber once. PDT_Armataz_01_37.gif
post #7 of 10
They just sent me a controller for a problem I was having but i still cant' get this thing to produce smoke. Any suggestions. I quess I will be giving them a call back.
post #8 of 10
If the temp is coming up, but you aren't getting the smoke you want try using Traeger pellets. I never thought my MES was producing enough smoke either. I have the 40", but it is the 800 watt model. I was using chips, wet & dry with not any real good smoke. When I tried the pellets, I had more smoke than I needed. They work great, burn to ashes, and give a great smoke flavor. The other plus is they come in about 15 different wood varieties. When this MES dies I will buy the new model & maybe it will burn whatever I put in there, but until then the pellets work great.
post #9 of 10
I have one of each (among others) and they both work great, I just use them for different things most of the time.

Is the top damper open full? What temp are you running? I usually smoke above 200, and my 30" MES produces nice TBS. I buy the bags of wood chips from Wal*^@#$, mesquite, hickory or oak, and use the pieces that fit in my chip loader. The larger chunks are saved for the WSM.
post #10 of 10
I run at 225 to 250. I turned it up to 275 and still dont get much smoke. I'm gonna try some different wood to see if its the problem.
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