1. Some of the links on this forum allow SMF, at no cost to you, to earn a small commission when you click through and make a purchase. Let me know if you have any questions about this.

Great Customer Service

Discussion in 'Electric Smokers' started by theracenut, Jan 22, 2011.

  1. theracenut

    theracenut Fire Starter

    I have to share my experience with Masterbuilt. I ordered an MES 40 from Sams Club. It arrived and I packed it and began to assemble it, I found that one of the wheels had come loose in shipping. I was amazed that the glass had not broken, but it did cause some damage. The control panel got cracked it still worked but was cracked. I called the MES folks on Tuesday and told them what had happened and also inquired about the wood chip retro kit. She registered my warranty for me, sent me a new control panel and the wood chip retro kit. This arrived on Friday 3 days later. I could not be happier with the customer service I recieved. The MES has been a great smoker so far and the folks at Masterbuilt are top notch.

    I'm sure some will agree and some will disagree but my opinion is you can't go wrong with an MES.
  2. tjohnson

    tjohnson Smoking Guru Staff Member Moderator Insider OTBS Member SMF Premier Member

    My experiences with Masterbuilt customer service and Darryl have been "Very Good"!!

    i own (2) 40" MES and the new one had an issue with the display on the remote.  I called Customer Service, and got a new one in the mail, no questions asked.  No run around and did not have to ship back the part for inspection, BEFORE i received a new one.

    I bought my 1st 40" MES a little over a year ago, and it runs almost every day, sometimes for 24 hours.  No issues, no breakdowns no problems.  In early December, I got a new 40" MES W/Remote. and use both almost every day.

    Great value for the $$$!!!

  3. Bearcarver

    Bearcarver SMF Hall of Fame Pitmaster Group Lead OTBS Member

    I had some problems with them about a year ago, when the chip box problem was just surfacing. The girls in the office were giving me the answers on the list they were given, like extension cord, soaking chips, etc, etc.

    Then Darryl came on the scene, and everything seemed to get straightened out to the point that they are one of the best there is in Customer Service.

    I would (and do) recommend Masterbuilt to anyone!

    I love mine!

  4. fpnmf

    fpnmf Smoking Guru OTBS Member

    They are doing great by me!

  5. beer-b-q

    beer-b-q Epic Pitmaster OTBS Member

    Great people to deal with... Especially Darryl...
  6. les3176

    les3176 Master of the Pit

    Its good to hear that companies will back there product! And help ya out sometimes even when it wasn't there fault,shipping problem or something like that.If only other companies would do the same!!!
  7. dale5351

    dale5351 Smoking Fanatic

    I just have to ask -- what happens with all the stuff you must be smoking.  Two large smoker's going every day.  You must be feeding the neighborhood, selling it, or something else I haven't thought of.

    I agree that the MES is good value.  I came to that decision four+ years ago when I bought mine.  There are other electric smokers out there that may or may not be better, but start at two or three times the price and go up from there. 

    I also concur that Daryl (MBtechguy) has given the folks this forum very good service -- sometimes in ways that don't get noticed.
  8. Bearcarver

    Bearcarver SMF Hall of Fame Pitmaster Group Lead OTBS Member

    Todd will tell you some of this, but after working with him for the past year, I gotta put my two cents in here:
    Todd is constantly doing tests, striving to build a better AMNS mouse trap.

    Much of the time his smokers are empty, except for an AMNS,maybe a water pan, some test equipment, and probably an old boot or something for filler.

    I don't think there's enough meat in MN to have some in his smokers every time they run.

    As great as his A-MAZE-N-SMOKERS are, he is making them even better as we speak.

  9. samaridad

    samaridad Fire Starter

    I bought the 40 mes at sams with the 1200 watt element and remote on saturday for the superbowl. I opened the package (no damage on outside) the door was damaged and still had the sticker pointing out damage for inspector. The unit was shipped anyways. I seasoned the unit and smoked on sunday. Turkey, boston butt and a chicken (making tamales later) the unit worked great. I allways used wood and carcoal before. I called customer service monday morning at 8:46 am was on hold less than a min.  explained my problem and in less than 3 min my new door will be here in three days. NO QUESTIONS ASKS.

  10. Count me as one more impressed customer!

    I bought a 40" unit from Sam's 3 weeks ago, smoked 3 times with successes prior to Super Bowl party. So yesterday with about 25 guests and prime rib and ribs on the menu, I started the MES at 8am and after 3 hours, the MES could not get above 200F. I threw every remedies available to the problem: MES was moved around, extension cord removed, unit cycled off and on again... same results. In the panic mode, I went back to the Weber WSM, and the good old WSM did not fail me, although dinner was later than expected.

    This morning, I started the MES again, and it was able to climb to 265F before I had to shut it off for work. So what happened ? Do I have to put up with inconsistent temperature ?

    Encouraged by Samaridad's post, I placed a call to MES. The lady customer service agent was knowledgeable and helpful. She offered to send me a replacing control panel as she suspected that was the culprit. I did not have the serial number with me, so I will have to call back tomorrow with it. But the phone call was pleasant, and the attitude is friendly. What else can I ask for?

    Oh yeah, come to think of it, a Steelers victory would have been nice!

    Last edited: Feb 7, 2011
  11. SmokinAl

    SmokinAl SMF Hall of Fame Pitmaster Staff Member Moderator OTBS Member ★ Lifetime Premier ★

    Yep MES customer service = A1
  12. samaridad

    samaridad Fire Starter

    Just an up date I have my new door in hand. I called on Monday and received it Tuesday evening by UPS. Mozoneman hang in there it's just the superbowl