Masterbuilt customer service rocks again!

[Chasdev]

Last time the door sensor quit working so they sent me a new fan motor (not sure why) and new door switches.
Total down time two weeks.
I got the email with news of a software update so I downloaded it, however after downloading the updated software the unit would not power up.
I sent them an email and 7 days later I have a new power transformer which for some reason fixed the issue.

So when I read about how they have bad service I have to wonder if the issues with service are on the consumer end rather than Masterbuilt.

 

[Smkryng]

I had a door switch go bad on one warranty claim, and a power cord was routed wrong and melted on a high temp cook (unit was pre assembled) and I had no problems with either claim.

 

[bigfurmn]

Sometimes it's the customer service that is bad, some times it's the customer is bad. If you call up all hot and yelling, I bet they are less likely to help you then if you call them calm and rational.

 

[uncle eddie]

I have had only one bad experience with customer service and many good experiences. The bad experience was I was waiting on a back-ordered part that took a few weeks - like 6. But it was an old unit and parts were hard to come by.

 

[Chasdev]

I use their email system and get a return email in less than 24 hours every time.
It takes another day for their team to work on my case and then I get another email saying my case has been resolved and parts have been ordered.
Shipping is not the fastest but it is free so who am I to bitch, last time I fed exed, upsed or mailed a package (which was less than three months ago) it cost me a fortune to ship a small box from Texas to the midwest.

 

[SmokinAl]

I sold an old MES to a friend of mine & it was about 3 years old when I sold it. He used it for another 2 years & the heating element went out. He called MB customer service & they said that that particular heating element can’t be replaced, but if he could send them the original receipt they would send him a brand new smoker. Being OCD, I had the original receipt & he sent it to them & in about 1 week he had a brand new smoker. Now that’s excellent CS in my opinion!
Al

 

[Chasdev]

Now that IS OCD, but it sure worked out that time!