Not real thriled.....

[timberjet]

 
My MES30 works so well this summer I bought a MES40.

Thats why it is so strange to hear others having problems. I call in and they just amaze me helping. Seriously I don't rep MES, or even get kick backs, but their CSR as always been top notch. I was really surprized too, 'cause usually when you have as many setbacks as they had (I said that very nicely), the first thing to slip is the CSR.

I called last Thursday, the digital controller for my MES40 started acting like a slot machine...LOL. They agreed with my evaluation and I had a new controller arrive yesterday. That is pretty amazing to an old country boy that can't get Sears out for waranty repairs but every other Thursday. And usually its more like a month or 6 weeks. I have been trying to get those riding mowers to work since last July.

I am sorry for your woes. I am glad though I have not had any of the same problems. I am not usually that lucky.

UDS?

 

[green1320]

    I agree Timberjet I have always had top notch service with them and never had any problems getting my issues fixed.

 

[inkjunkie]

I got my grate holders in the mail today and sure enough, they sent me the 4 rack holders and not the 6 rack holders. I even confirmed it with her 3 times that it's the 6 rack holder, not the 4. She said an annoying, "Uh, yes." every time I asked too.

I bet they give me a hard time about returning them. If they do, I will dispute the charge on my credit card. I bet they won't rush ship me the right item either. They'll probably try to make me pay to ship it back, and take forever to get me a refund. Sigh.

Wouldn't be the least bit surprised if they button drag. Good luck getting in touch with them. I may try to call them today or tomorrow.

 

[freakynorm]

I just got off the phone with them and it's like I was speaking another language. The guy was nice enough but seemed very annoyed. I couldn't tell if he was annoyed with me or the fact the previous rep was a bonehead and screwed everything up.

So I explain what happened. He confirms the model# I own. I explain again, I do not want the 4 rack holder for my model#, I want the 6 rack holder for the elite model. He stated the rep ordered me the 4 rack holder specifically for my model. It's bizarre. Why would I order the same racks I already have?

Then I have to explain which unit the rack supports are from. He can't figure it out. I direct him to Cabela's website since Masterbuilt's site is not very thorough and doesn't list most of their models and products. Then he puts me on hold for a while, comes back and claims to have found the right pieces I want.

I confirm with him multiple times that this is the 6 rack holder set. He says yes, and even says how there's 5 rack slots and 1 slot for the water pan and rack for a total of 6. So hopefully he gets it right. After I got off the phone, I started thinking, I bet they send only 1 support and not both lol.

I asked what to do with the other 4 rack set they sent. He said to just keep them as it costs too much to bother sending them back. So that was nice. I figure I can always take the extra set, cut it up and maybe get the rack slots welded to the other 4 rack set to add more cooking space. :)

 

[cmayna]

What country is Masterbuilt located in?   JK.   Their customer service don't sound very nice.  Maybe it's because they've been beat up so much over quality issues.

Craig

 

[inkjunkie]

I just got off the phone with them and it's like I was speaking another language. The guy was nice enough but seemed very annoyed. I couldn't tell if he was annoyed with me or the fact the previous rep was a bonehead and screwed everything up.

So I explain what happened. He confirms the model# I own. I explain again, I do not want the 4 rack holder for my model#, I want the 6 rack holder for the elite model. He stated the rep ordered me the 4 rack holder specifically for my model. It's bizarre. Why would I order the same racks I already have?

Then I have to explain which unit the rack supports are from. He can't figure it out. I direct him to Cabela's website since Masterbuilt's site is not very thorough and doesn't list most of their models and products. Then he puts me on hold for a while, comes back and claims to have found the right pieces I want.

I confirm with him multiple times that this is the 6 rack holder set. He says yes, and even says how there's 5 rack slots and 1 slot for the water pan and rack for a total of 6. So hopefully he gets it right. After I got off the phone, I started thinking, I bet they send only 1 support and not both lol.

I asked what to do with the other 4 rack set they sent. He said to just keep them as it costs too much to bother sending them back. So that was nice. I figure I can always take the extra set, cut it up and maybe get the rack slots welded to the other 4 rack set to add more cooking space. :)

Hope they get it right this time. I need to practice with my tight welder some more, may try to fix the busted rack. May just try to make my own...might be easier than dealing with them lol....

 

[foamheart]

My second controller should arrive tomorrow, thats 2 shipments since you started looking for the grates.

I called yesterday, and asked why my current remote didn't work with the new controller. Was there a reset button I need to push to re-sync the two? Nice guy said nope, they should have sent one with the new controller to ensure the same frenquency. So they are sending me yet another controller with a matched remote. These guys are great so far.

I actually feel bad for them. I bought a MES40 from them, 50% off with a full waranty. They replaced it immediately. They then sent the mod. kit for the big chip holder, they then sent a new controller, now yet another controller w/ a remote. He even kicked in and extra meat probe just in case!

How could I not take up for a CSR Dept. like that?

 

[inkjunkie]

Ever since I have not been using a probe from our Thermoworks, putting faith in the Masterbuilt's temperature monitoring I have no complaints with the unit itself.

 

[freakynorm]

I called Masterbuilt again today since it's been 2 weeks since my item was to have shipped. After waiting on hold the csr told me that the order was put in but it never got shipped, she didn't know why, so she put me on hold to talk to her supervisor, after 5 minutes she came back and said no one knows why it hasn't shipped but they would email the warehouse manager and have them ship it today. I asked them to send it 2nd day, she said she would request it but no guarantee.

It's quite the ordeal to order something from them direct it seems.

 

[inkjunkie]

I called Masterbuilt again today since it's been 2 weeks since my item was to have shipped. After waiting on hold the csr told me that the order was put in but it never got shipped, she didn't know why, so she put me on hold to talk to her supervisor, after 5 minutes she came back and said no one knows why it hasn't shipped but they would email the warehouse manager and have them ship it today. I asked them to send it 2nd day, she said she would request it but no guarantee.

It's quite the ordeal to order something from them direct it seems.

I have yet to call them about the missing part from my order. Probably to late for me to try and get it resolved. If they break perhaps that will be the reason I need to go play with my tight welder some more.

 

[freakynorm]

I called them today since I still haven't received the item. Apparently they refused my request for 2nd day shipping and shipped it the slowest possible way and I should receive it later this week. Quite disappointing, but not surprising at this point.

 

[inkjunkie]

I called them today since I still haven't received the item. Apparently they refused my request for 2nd day shipping and shipped it the slowest possible way and I should receive it later this week. Quite disappointing, but not surprising at this point.

Absolutely incredible. If/when it comes time to replace the MES funds permitting I will be looking into a Cookshack unit....

 

[freakynorm]

I am wondering if they even shipped the right product this time. This should be interesting. :)

 

[tropics]

 
My second controller should arrive tomorrow, thats 2 shipments since you started looking for the grates.

I called yesterday, and asked why my current remote didn't work with the new controller. Was there a reset button I need to push to re-sync the two? Nice guy said nope, they should have sent one with the new controller to ensure the same frenquency. So they are sending me yet another controller with a matched remote. These guys are great so far.

I actually feel bad for them. I bought a MES40 from them, 50% off with a full waranty. They replaced it immediately. They then sent the mod. kit for the big chip holder, they then sent a new controller, now yet another controller w/ a remote. He even kicked in and extra meat probe just in case!

How could I not take up for a CSR Dept. like that?

Foam sounds like you had as much fun as I did, 3 controls and remotes finally the last remote worked. I gave up on their temp control I use an external probe.I guess what most people do is they give up,thats why they are still selling them.

 

[foamheart]

Foam sounds like you had as much fun as I did, 3 controls and remotes finally the last remote worked. I gave up on their temp control I use an external probe.I guess what most people do is they give up,thats why they are still selling them.

I just finially got to talk to right person to set me straight. I now have a couple of extra controllers and remotes. They all worked, just needed the person who knew how to sync them up. Mine is 100% happy again. AND I have back ups! Life is good.

 

[inkjunkie]

Was washing the grates today and seen copper showing. Dreaded calling Masterbuilt again. A very pleasant and efficient lady, Ashley answered. From start to end, including getting a confirmation number was under 5 minutes. They get a reprieve, somewhat, for me....

From what I have been told by an old timer gear head buddy the chrome plating process is supposed to be a 3 step process. He claims that anymore it is just a 2 step process, resulting in the copper that is used being exposed often.

Will be talking to Leanna, The Mistress of Metal that owns a powder coating company about powder coating my grates as they peel. Hope that the part number that I gave Ashley was for a complete set of grates, if so will box up all the ones I currently have and send them to Leanna. Leanna and I have spoken in the past about powder coating cooking racks/burner covers. She bakes the powder at a temperature that is higher than the MSE can achieve....if I remember correctly she bakes at 600+ to out gas and then again at 450* to cure them.......which leads my feeble brain to thinking that powder coating the grates will not be a health hazard....

 

[tropics]

 
Was washing the grates today and seen copper showing. Dreaded calling Masterbuilt again. A very pleasant and efficient lady, Ashley answered. From start to end, including getting a confirmation number was under 5 minutes. They get a reprieve, somewhat, for me....

From what I have been told by an old timer gear head buddy the chrome plating process is supposed to be a 3 step process. He claims that anymore it is just a 2 step process, resulting in the copper that is used being exposed often.

Will be talking to Leanna, The Mistress of Metal that owns a powder coating company about powder coating my grates as they peel. Hope that the part number that I gave Ashley was for a complete set of grates, if so will box up all the ones I currently have and send them to Leanna. Leanna and I have spoken in the past about powder coating cooking racks/burner covers. She bakes the powder at a temperature that is higher than the MSE can achieve....if I remember correctly she bakes at 600+ to out gas and then again at 450* to cure them.......which leads my feeble brain to thinking that powder coating the grates will not be a health hazard....

Get some Que Matts from Todd save yourself some aggravation

 

[inkjunkie]

Get some Que Matts from Todd save yourself some aggravation

Already have them, the chrome is lifting from the crossbars on the bottom side.

 

[cmayna]

Inkjunkie,
Here's your Mistress of Metal: