- Nov 17, 2013
- 13
- 16
I purchase a Masterbuilt MB20076718 Bluetooth Electric Smoker 240G recently (jan 12th - delivered Jan 17th)
Upon unboxing on I discovere one of the welds on tone of the lower rack supports was broken.
When I had it assembled and plugged in to do the seasoning run I discovered that the Meat Probe did not work.
Upon examination of the wire I found a spot that was frayed and appears to have been smashed in transit ans suspect that is the problem.
I used the Customer support form and input the issues and provide all information including pictures of the issues.
The next day Jan 18th I recieve the response below:
Thank you for contacting Masterbuilt Customer Support.
Case #: 77324 has been created for you.
A member of our Masterbuilt Customer Support Team will respond to your case within 2 business days. Our hours of operation are Monday, Tuesday, Wednesday and Friday 8am-5pm EST, Thursday 9a-5p EST.
If this is a warranty request and you have not already done so, please REPLY to this email and attach any pictures of the following: your proof of purchase, the specific issue you are having and one the inside and outside on your unit.
Sounded like everything was going to be handled and addressed in short order.
Well since that time I have heard nothing have even re-submitted the issues and responded to the original email.
Have look high and low on the Masterbuilt website looking for a contact phone number to talk to a real person the number I have found (1-800-489-1581) rings and then goes to a busy signal.
Does anyone have any suggestions?
I am so frustrated with lousy customer service.
I have till Feb 15th to return the item for replacement to Amazon but that seems really stupid given the small issue with the product.
Thanks in advance
Tom
Upon unboxing on I discovere one of the welds on tone of the lower rack supports was broken.
When I had it assembled and plugged in to do the seasoning run I discovered that the Meat Probe did not work.
Upon examination of the wire I found a spot that was frayed and appears to have been smashed in transit ans suspect that is the problem.
I used the Customer support form and input the issues and provide all information including pictures of the issues.
The next day Jan 18th I recieve the response below:
Thank you for contacting Masterbuilt Customer Support.
Case #: 77324 has been created for you.
A member of our Masterbuilt Customer Support Team will respond to your case within 2 business days. Our hours of operation are Monday, Tuesday, Wednesday and Friday 8am-5pm EST, Thursday 9a-5p EST.
If this is a warranty request and you have not already done so, please REPLY to this email and attach any pictures of the following: your proof of purchase, the specific issue you are having and one the inside and outside on your unit.
Sounded like everything was going to be handled and addressed in short order.
Well since that time I have heard nothing have even re-submitted the issues and responded to the original email.
Have look high and low on the Masterbuilt website looking for a contact phone number to talk to a real person the number I have found (1-800-489-1581) rings and then goes to a busy signal.
Does anyone have any suggestions?
I am so frustrated with lousy customer service.
I have till Feb 15th to return the item for replacement to Amazon but that seems really stupid given the small issue with the product.
Thanks in advance
Tom