Ok, I'm very new at this, but I had hoped to have some experience by now. Unfortunately the Great Outdoors company will not support their product. Here's the story. My wife bought me a Smoky Mountain Series smoker (3005G) from Amazon.com for Christmas. While assembling I noticed there were some minor dents around it, but nothing too major. The bigger problem is that the water tray was missing. I did as the instructions said and contacted the manufacturer instead of contacting Amazon. I was told that they would send me the tray, but it might take a bit and I should find and buy a pan that will fit in there (I still fail to see why I should spend more money because of their screwup). Anyway, I patiently waited while my smoker sits unused. After far too long waiting I called them back. I was put on hold for a while, then told that it's still on backorder and wouldn't be available for a couple of months. They said there is nothing more they can do, and that it shouldn't be used until I get the tray. The only other thing I could do is return it to the retailer. I called Amazon and they said that they could have given a PARTIAL refund if it was returned within 30 days, but now they won't do anything. So I can't return it to the retailer, the manufacturer won't do anything. Now what? How about they go down to their local WalMart and find me a pan that fits, pack it up and ship it to me. Again, this is their screw-up not mine. So here I sit. I still haven't smoked anything. This hunk of tin is just gathering dust and cobwebs in my garage. I don't want to use it in case they decide they want it back for some reason. Has anyone had any success at all getting a concern escalated within that company? Do you have any contact numbers other than the 1-800 number included in the instructions?