Just got off the phone with Masterbuilt

[beernuts]

I am trying to find out where my replacement controller and remote are.  It was ordered about three weeks ago and I was told it would be there within two weeks.  It's not here so I made a call.  What I found out was that MB has put a hold on shipping any controllers out until they can be reworked.  Apparently they are still battling an issue that we are familiar with concerning heat output.  They will not ship anything until the controllers they have been tested and are working to specification.  I was also told that any current backorders for controllers will be shipped in the next 10 days to two weeks. 

I thought you would all like to know....

 

[pgsmoker64]

I'm beginning to wonder if they are importing their controllers or parts for the controllers.  This just doesn't match up with what I know about the MB history....

Bill

 

[smokingrk]

I am trying to find out where my replacement controller and remote are.  It was ordered about three weeks ago and I was told it would be there within two weeks.  It's not here so I made a call.  What I found out was that MB has put a hold on shipping any controllers out until they can be reworked.  Apparently they are still battling an issue that we are familiar with concerning heat output.  They will not ship anything until the controllers they have been tested and are working to specification.  I was also told that any current backorders for controllers will be shipped in the next 10 days to two weeks. 

I thought you would all like to know....

Appreciate it  - there are a few of us waiting for replacement controllers and we are all being told about the same story. Last I spoke with MB they told me that my replacement body kit and controller were waiting on a "Quality Inspection", then after approval they would ship. This was last week and when I asked what the estimated time to complete the inspection and ship date I received the standard answer of "don't know". I'm now going on waiting 5th week for controller , 3rd week on body kit.  All we can do is wait and hope for soon...or buy another smoker as a backup, wife was not too keen on that idea but still working it towards a pellet smoker

I'm beginning to wonder if they are importing their controllers or parts for the controllers.  This just doesn't match up with what I know about the MB history....

Bill

Not sure where they would be getting their parts, but the entire assembly says made in china - which does not necessarily mean they get all the parts from there. My guess would be probably Yes based on the cost of the units. Does not always mean bad quality though...maybe just a bump on the 1st round of 2nd GEN, kind of like first model year of 1960 -1970s cars. 

 

[beernuts]

Well here is the followup to my issue with Masterbuilt and my controller/remote replacement.  I spoke with them yesterday (2/20/13) and asked when the components would be coming.  The new date for shipping is................. 10 days to two weeks.  The same as two weeks ago.  This time the reason is that the instructions for replacement were to arrive with the replaced controllers (that are still in testing.....) didn't come and they are waiting for those so they items can ship together.  I have the feeling that there are more problems with the controllers than MB cares to admit and the damage control PR spin is in place.  I just want to know whats actually the problem.  If it's the cheap Chinese controllers than say so.  This waiting for a month plus for a simple item is getting old.  Very old.......

I'm glad I have a GMG DB pellet smoker to fall back on.

 

[scootermagoo]

So sad.  It's sad how manufacturers have been using more and more Chinese supplied components to save a buck on their bottom line.  It looks good on paper at the time, though.  Quality control measure simply do not exist in China and, generally speaking, produce nothing but garbage.  But what is the real cost?  Well, it just cost Masterbuilt a sale because there is no way in hell that I will ever buy a unit from them........ever.  Sounds like customer service in in a tail spin telling customers outright lies covering up the botched dealings of the manufacturing engineers.  Sad, but more and more common everywhere.  Product pricing continue to rise, quality keeps going down along with degraded customer service.  So typical.  All driven by greed.  Making a buck drives every decision.....screw the customer.

Sorry for the rant.

 

[fpnmf]

All of the MB electric smokers are made completely in China..

I have had plenty of conversations with them..the home office is in Columbus Ga.

I asked if I could stop by and pick up a scratch and dent unit on the way to Fl from Ga a couple years ago..

They told me that they dont stock any of them..they are shipped to the big box warehouses from China and they only have returned units..

They said I could stop by and buy one of them if I wanted to.

When the one I have is no longer repairable I will prolly buy a Cook Shack unit..or build ply wood or block smokehouse..

Since buying the WSM I only use it for bacon and sausage..

The WSM is a superior unit..

  Craig 

 

[chiefwej]

It's ridiculous to say everything made in China is junk. That's where your iPhone, your computer and flat screen TV were all made. Quality is less a function of the country of origin than the quality control standards of the company. I haven't heard many horror stories about the quality of Apple products that are all made in China.

MB products are made to be low cost and that means compromises are made. If they held to the quality control standards of Apple products, there would be a finance plan for an MES. Hopefully they will get their QC issues resolved soon and things will go back to normal.

 

[scootermagoo]

It's not a ridiculous statement and I don't own an iPhone.  Stop kidding yourself about the garbage that is coming out of China.  They ruthlessly rip off design patents, steal designs, and the cheapen the product with inferior components and then sell them.
 

 

[beernuts]

They build to the design they are given.  Bad design=bad product.  If the manufacturer has his act together they have an on site rep to verify the components and build quality.  My company deals everyday with China and if we send bad designs they build bad product.  That's how it works.  

 

[jirodriguez]

Yes... bad design does equal bad product... but if you have paid any attention to the news over the last 2-5 years you also know that they have a huge issue with quality controll from small chinese sub-vendors that supply the parts to the large assembly vendors.

Anybody remember the stories about the baby formula that was being bulked out with non-edible crap that ended up killing a bunch of kids.... or the lead paint scare two Christmases ago on a ton of different toys, the pork buns that they used sawdust and cardboard in the filling to bulk it out, ect, ect.

All the large companies do supply good designs (for the most part), but then they just leave it up the the big assemblers to sub out the pieces and parts, and that is where a lot of the break down occurs. The same thing can happen in the U.S., but usually doesn't because we have much stricter rules and regs, regarding quality.

 

[mneeley490]

Growing up in a frugal family, we had our RCA color tv for 15 years, our Ford pickup for 13 years, our Philco fridge for about 20 years, and I still have a working landline phone that was made in the 1930's. All these were made in America, and all those things (except maybe the phone) came with good warranties. Many of those things (if not junked for new models) would probably still be working today. The things I buy today (almost all made in China) break immediately after the warranty expires, if they even come with a warranty.

Do you think your iphone will still be working 20 years from now?

 

[old sarge]

So, after reading this series, who do you blame?

 The Chinese who made the item, probably based upon spec's provided by a US Company?

The US Company who contracted to have the item manufactured at the lowest possible cost, guaranteed to last 90 days?

Or the US customer who clamors for inexpensive and cheap goods and rails at high prices for goods made in the USA, and in spite of problems, continues to purchase an item with a lousy track record??  

Not listed in any particular order. 

 

[fpnmf]

  This just doesn't match up with what I know about the MB history...

[h1]404 Not Found[/h1]

 

[DanMcG]

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• DanMcG
• Feb 23, 2013

That's what the link is.

 

[tjohnson]

Personally, I believe Masterbuilt rushed this unit to market, without adequate testing.

I will not leave my own 2nd Gen Mes 40 unattended, and the only reason I keep it around is for testing my gadgets

Is Masterbuilt going to wait until a customer's house burns down, before they recall this unit?

At what point is a manufacturer responsible to notify it's customers of a faulty product?

At what point does the Government step in and force a recall?

Or, is Masterbuilt just waiting for the 90 Day Warranty to end, and refuse to fix the problem?

SAMS Club took the 2nd. Gen MES 40 off their shelves for a reason

Don't blame the problem on China, it's 100% Masterbuilt's Issue, and they need to own it!!!

 

[fuzzyfishin]

 I use a gfi outlet on my extension cord and that also is plugged to the gfci wall outlet.

 

[hambone1950]

So, after reading this series, who do you blame?

 The Chinese who made the item, probably based upon spec's provided by a US Company?

The US Company who contracted to have the item manufactured at the lowest possible cost, guaranteed to last 90 days?

Or the US customer who clamors for inexpensive and cheap goods and rails at high prices for goods made in the USA, and in spite of problems, continues to purchase an item with a lousy track record??  

Not listed in any particular order. 

Bingo

Bingo

Bingo

In no particular order. :grilling_smilie:

 

[smokingrk]

Personally, I believe Masterbuilt rushed this unit to market, without adequate testing.

I will not leave my own 2nd Gen Mes 40 unattended, and the only reason I keep it around is for testing my gadgets

Is Masterbuilt going to wait until a customer's house burns down, before they recall this unit?

At what point is a manufacturer responsible to notify it's customers of a faulty product?

At what point does the Government step in and force a recall?

Or, is Masterbuilt just waiting for the 90 Day Warranty to end, and refuse to fix the problem?

SAMS Club took the 2nd. Gen MES 40 off their shelves for a reason

Don't blame the problem on China, it's 100% Masterbuilt's Issue, and they need to own it!!!

TOTALLY AGREE! Nicely said, hope MB is reading this...

I received delivery on my replacement 2nd GEN Masterbuilt 40" body/door yesterday. Opened box, inside was a door assembly and body kit AND a MB cover as a "thank you" for waiting. Nice touch from MB, though the contents poorly packed. Unpacked door assembly and smoker body kit (2nd GEN) WITH a new controller.

Installed the door and tried it before adding parts from dead smoker box (cut cord). The results still 40-50 degree difference from reading on smoker Controller to ET-732 MAV temp with the temp probe hanging 1/2" off of smoker temp probe.

It appears as though MB has not solved the issue and is shipping out potentially dangerous low quality to maintain customers. After reading positive remarks on 1st GEN and we all understand "boxes" have quirks, we fix with some tinkering (kinda of a fun part) and move on, unfortunately this is now proved, at least to me, REALLY poor and dangerous quality.

Don't know how the rest feel about the experience, I'm done trying with Masterbuilt and will be exploring an alternative smoker.

 

[old sarge]

Quality and reliability cost money (R&D, testing,components used in the manufacture of a particular item, etc). It costs the manufacturer/company and must be passed on to the consumer who must be willing to pay the price. Free replacement parts but a lack of sound quality control is both good and bad for a company, and good and frustrating for the consumer. Early on,in some other post, I had mentioned to look at warranties when shopping for an electric smoker (as we do for many items) as well as the cost for replacement parts. While a long warranty is no guarantee that a product will actually last for the stated period, it does indicate some measure of faith in the items reliability and quality on the part of the company. Apparently, a 90 day warranty is more than satisfactory for customers of MB, especially if MB ships parts out for free after the expiration date. They are either foolish, don't care about the ENTIRE customer experience, or have a hit or miss attitude towards reliability and quality.

 

[buggerritt]

I just purchased my 2nd Generation MES 40 a week ago. I must say that I love the smoker, itself. But, the meat probe doesn't work. Instead of reading the temperature of the meat that it's inserted in, it reads the ambient temperature of the entire unit. I emailed Masterbuilt to let them know of the problem. First I was told that I needed the serial number and the factory ID. After I replied with that, I needed to give the model number and a copy of my receipt. After all this was done, I was told that I need to cut the power cord, and send it along with the warning plate, with my serial number on it, to them for a new smoker body to be shipped to me. I don't see why I would have to render this entire unit useless while they send out an entire body that is only supposed to fix my meat probe problem. The weirdest part of this whole thing is that immediately after I emailed them with my initial problem. I called the customer service number and the woman I spoke with told me that she was just going to go ahead and ship me out a new meat probe with directions on how to install it. WTF is up with that? Why is one person saying that I can just replace the probe and the other telling me that I have to replace the entire unit? What am I supposed to do with the old body, once I receive the new one? How long am I going to have to wait for either thing to happen?

this is the reasoning from the rep:

"Thank you for providing your model number and proof of purchase.  The meat probe for your smoker comes pre-assembled into the smoker body.  We will need to replace the body in this case.  To proceed with this, please cut off the power cord from the back of your smoker and remove the silver plate with your model and serial #'s on it.  This is to ensure the smoker is 100% out of commission."

So, the reason for cutting the cord is to ensure that I have rendered the unit worthless? Why? How is that good customer relations?