Anyone know of any problems with the Masterbuilt offices?

Discussion in 'Electric Smokers' started by bighouse627, Nov 29, 2011.

  1. bighouse627

    bighouse627 Fire Starter

    I have been trying to contact them for over a week and all I have gotten is a busy signal. I have called previously and never had a problem. I also emailed them but have not gotten a response. I have been waiting for my chip tray retro kit and heating element for almost 2 months now and cannot get a hold of them. Just figured I would see if anyone else has had the same problem. 

    Thanks for any help

  2. alblancher

    alblancher Master of the Pit Group Lead OTBS Member

    Wish I could help out.  I know last week was a kick back week for most people but unless they are snowed under with people asking for help buying a smoker for Christmas the phone just being busy is not a good sign.  I would try calling them early in the morning or late in the evening and see if you can at least get to an answer machine or something.
  3. bighouse627

    bighouse627 Fire Starter

    Thanks Al. I have tried both but they are only open until 5pm EST. it is just weird as I have spoken to them before and when they are busy you get a message and are put on hold. Just wasn't sure if there was anything else going on.
  4. I called yesterday to order a retro chip tray and was on hold for 45 minutes then hung up to do something else.  The phone was constantly busy for the next hour, then another 25 minutes on hold before someone finally answered.  The chip trays are still on back order. 

    Good luck contacting Customer Service again, they need more people answering the phones. 

  5. bighouse627

    bighouse627 Fire Starter

    Thanks Mike. I finally did get a hold of them. I was on hold for a good 20-30 minutes as well. The girl said they had been extremely busy lately and apologized. They told me the same thing about still on back order but said they were scheduled in within the next week or 2. Of course they have changed that date on me 3 times now so we'll see. They have already sent me the Dadgum cookbook because of the wait but I just want my parts.
  6. smokinal

    smokinal Smoking Guru Staff Member Moderator OTBS Member ★ Lifetime Premier ★

    I'm still waiting for mine too. I thought that since the new models were being outfitted with the larger tray, that the kits were all being used up on the new units.
  7. A Quick way to contact them is their facebook page also...They keep a close eye on that for some reason...A p.m. on facebook will get a quick answer ...they posted the other day they were having trouble keeping up with calls in their call center.
  8. glocksrock

    glocksrock Smoking Fanatic

    I'm still waiting on a new chip tray for my new MES 30 that was a bit warped and doesn't slide in and out easily, I'm guessing it's backordered, but they didn't tell me it wasn't in stock when I called about it a couple weeks ago.
  9. bighouse627

    bighouse627 Fire Starter

    Thanks gotarace. That is good to know.

    Glocksrock, they have been on back order for a couple months or more but are supposed to be in within the next week or 2. We'll see though.
  10. bighouse627

    bighouse627 Fire Starter

    Ok, new update. I just got an email response to my earlier email and they said the parts have arrived and will begin shipping next week. They will ship according to order placement so f you have been waiting awhile like me you should get them first. As always, we'll see. I will let you know when I get mine so please let us know if you get yours. 
  11. smokinal

    smokinal Smoking Guru Staff Member Moderator OTBS Member ★ Lifetime Premier ★

    Will do!
  12. flyweed

    flyweed Smoking Fanatic

    just thought I'd post this here....Masterbuilt sent me a replacement digital unit..and for some reason included a replacement retrofit kit as well. My MES does not need the retrofit I'll offer it up here, for anyone wanting it for the cost of shipping.

    Just PM me if you want is brand new.

  13. Not to talk anyone out of getting the retrofit kit, but a good alternative to the kit is to modify the existing small tray setup by cutting out the extra piece of metal between the heating element and the wood tray. I did that on my MES40 and it worked great. It worked so well that I never installed the retrofit kit I later received from Masterbuilt. The kit is sitting in my garage collecting dust.

    The following link explains the mod in greater detail. I use the AMNS mostly, but it is good to have the small chip tray working well for the occasional times it is just easier to use for short smokes and such.
    Last edited: Nov 30, 2011

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