Customer Service

I have to say, got a new Masterbuilt Charcoal smoker for Christmas.
Took it out on Saturday last weekend for a “seasoning” .
Everything went smoothly until I was doing the “seasoning” with Crisco ( as suggested) on on several of the parts.
One part, the charcoal bin and ash catcher work together. The ash catcher has 4, 4″ long 3/4″x3/4″ square tubes that the charcoal holder sits on top of so the ashes can fall below. Two of the tubes came loose ( the rivets broke) and a third is loose as well.
Sent an email to Masterbuilt’s customer service line.
Got my receipt today for the bill $29.99 and an estimated ship time of mid January after their annual inventory is done.
Apologies for the problem and the total amount I owe is $0.0.
Way to stand behind your product!

Well it’s brand new. If they didn’t stand behind it, I’d have a few questions

Good to hear

So what time are coming over in Mid January for some smoked ribs? lol

Let me figure out how it works. Maybe bring some to the next ido gathering??!!!
Always love company, specially folks who like smoked meat!

I wanna try some of that brisket someone told you about
And I want to try it right beside that campfire somehow I got a picture of.

hmmmmm……. that potential perhaps does not happen side by side ( can’t drag the smoker to that campfire) but certainly doable in separate events

That was not my experience with customer service at master built. They shipped me a fan and control panel fast and free. Are you talking about the piece of the grate that holds the fire starters?

Maybe my post wasn’t clear.
<My problem was handled ASAP.
I was very pleased with how they took care of me – no questions asked.
The only delay is they are in the middle of inventory and will wait til that is done this week and then ship it.
I have no problem with that – understand how business works.