Mike, please note that I never addressed my response to you or even directly referred to your post. I don't believe in personal attacks in forums. Yes, your post sparked a reaction in me but I used directed to all of the people on SMF who I feel have unfairly trounced
Masterbuilt.
You did strike a nerve. As I wrote I've been on SMF for a few years and I've seen a few posts from guys who's only purpose was to trash MB smokers and customer service based on what they've read. I researched electric smokers before I purchased my smoker and I've greatly enjoyed using it over the past 3 years. I just have no patience for people who's only intention for posting is to stir the crap and, to me. you appeared to me just another in a short line.
I didn't know that you owned a MES 30 or if I did I had forgotten. I apologize for my response to you. Now, having defended MB customer service, I can draw upon my own years of experience working in different agencies and call centers I know that the quality of customer service can sometimes depend on who takes your call. One lazy or less-knowledgeable CSR can tell you there's nothing they can do while another one will easily agree to resolve your issue. I think that when it comes to MB you're better off talking to someone on the phone than sending an email. If you have a valid issue and are assertive enough it's more difficult to say "no" to a customer over the phone. It's also much easier to get transferred to a supervisor who may agree to help you after the first tier CSR refused.