In a few threads people were discussing the fact that their chips were not burning to ash, but rather just charring to black. This is OK at high temps, but at lower temps (220-240), smoke is very difficult to generate.
Through some research, it appears that there is now a small (maybe 1/4 inch) gap between the wood chip tray and the heating element, where as on the older models, the tray was closer to the heating element, if not directly on it.
So, I posed the question to customer service. Here was the response. I will try it next week, but I have my doubts this will remedy the problem:
Our recommendation is to set your temp to 275* which is the highest temp. After you reach 225*, place 1 cup of wood chips (you can place them dry or soaked for about 10-15 min) and let your smoker create a good smoke (usually 15-20 min). Before placing your food, drop the temp to your normal cooking temp (normally 200*-225*). This way it will continue to smoke at the lower temp. The wood chips will not burn to ash but instead be dry and maybe dark around the ends. You may need to empty the woodchip holder after a second cup due to this.