Masterbuilt Customer Service is a joke.

Discussion in 'Blowing Smoke Around the Smoker.' started by normanaj, Feb 26, 2018.

  1. bearcarver

    bearcarver Smoking Guru OTBS Member


    Definitely something wrong with those new ones. Mine are all like new, and some of them are 8 years old.

    I'm wondering if the replacement racks are actually from some place other than Masterbuilt?

    Maybe you have to go after Cabelas for them?

    Bear
     
  2. ghostguy6

    ghostguy6 Smoke Blower

    The Cabela's website states the racks are from Masterbuilt and when I talked to them I was beyond the exchange period so they referred me to Masterbuilt.

    I just wish Masterbuilt would give me a straight answer. Yes or no is all I'm looking for. Either they are going to stand behind their products or they wont but right now all I've gotten is the run around. That alone will make me think twice before buying another one of their products.

    Ive been trying to justify getting myself a new welder so I may just do that and make my own stainless steel racks instead.
     
  3. bearcarver

    bearcarver Smoking Guru OTBS Member

    Well, If that's the way they're gonna go---Back to the lousy CS they had 9 years ago, they'll deserve to lose business.

    However the guy who started this thread, and yours, are the only bad ones I've seen in a long time.
    But it could be a start of a bad stretch of CS.:(
    Sometimes it just depends on who is answering the phones, or who they just hired to answer the phones.
    Keep us posted on how this proceeds.

    Bear
     
  4. ghostguy6

    ghostguy6 Smoke Blower

    Well today I received the first positive sounding email from them. They did indicate that "the unit has a 1 year warranty" and requested i email a copy of the receipt. By "unit" I certainly hope they are not referring to the smoker itself. I sent off the email so we will see what happens.

    It did take 4 other emails with plenty of bold and underlined text making sure they knew I was inquiring about the recently purchased replacement racks and not the original smoker.
    I will post back when I get a reply.
     
  5. HalfSmoked

    HalfSmoked Master of the Pit Group Lead SMF Premier Member

    Hope it works out for you I had a bad experience with them about 5 - 6 years ago. I needed a new element for my MES30 they asked for serial # then said we no longer make that model but will give you a discount on a new one the unit was only 3 years old. I bet you that they are still using the same element today I know they were back then because I looked at them in the stores. The reason today that I have a propane smoker.

    Warren
     
  6. ghostguy6

    ghostguy6 Smoke Blower

    Finally got the good news email.
     
    zwiller likes this.
  7. bearcarver

    bearcarver Smoking Guru OTBS Member


    That's more like it.
    Please keep us updated on this.

    Bear
     
  8. ghostguy6

    ghostguy6 Smoke Blower

    Some good news and bad news today. The good news is I received the racks today. The bad news is 1) I never received an email with the tracking details as stated I would receive but this isn't a big deal and 2) the racks I did receive already showed signs of cracking in the chrome so I don't think they will last very long either.

    I think my solution will be making my own racks out of stainless steel.
     
  9. bearcarver

    bearcarver Smoking Guru OTBS Member


    Sheesh---I would call them immediately & tell them, just so they have it on record that they were cracked when you got them.

    Bear
     
  10. HalfSmoked

    HalfSmoked Master of the Pit Group Lead SMF Premier Member

    Take photos to show cracks if you can. Email them to them.

    Warren
     

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