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.