Call Customer Service

[SeniorChief]

I don't understand why many do not call customer service to get their problem retified. Instead they post a thread and wait for answers, which could take anywhere from a couple mins(if you are lucky) or hours/days later. See this post.... https://www.pitbossforum.com/threads/not-getting-to-temperature.2171/#post-16362

 

[Roadkillav8r]

I do both. Customer service will not admit there are design issues that can be easily fixed with heat deflectors and other minor mods and they don't provide any advice other than replace this part or that. Where as on the forum you can get great ideas on how to fix the real problem with cheap and easy additions. A combination of both works better. I do have a bad probe, a 100 degrees off is a bad temp probe so I needed customer service. And they have done well and sent me the new probe and directions on how to change out the igniter. But no directions for the temp probe. And my heat deflector will be ready today.

 

[SeniorChief]

I do both. Customer service will not admit there are design issues that can be easily fixed with heat deflectors and other minor mods and they don't provide any advice other than replace this part or that. Where as on the forum you can get great ideas on how to fix the real problem with cheap and easy additions. A combination of both works better. I do have a bad probe, a 100 degrees off is a bad temp probe so I needed customer service. And they have done well and sent me the new probe and directions on how to change out the igniter. But no directions for the temp probe. And my heat deflector will be ready today.

so not true.......

 

[Roadkillav8r]

A know it all

 

[GeekChef]

I don't understand why many do not call customer service to get their problem retified. Instead they post a thread and wait for answers, which could take anywhere from a couple mins(if you are lucky) or hours/days later. See this post.... https://www.pitbossforum.com/threads/not-getting-to-temperature.2171/#post-16362

I believe they post here because we all have a passion for smoking and some of us are engineers that have found fixes for most of the issues that plague these smokers. Pitboss tends to be a cheaper alternative to other brands, but with some work around they are just as good if not better. When it's obviously a warranty issue....like a bad component, we push them to call tech support. But like any other family....it's a joy to help others fix what you have personally figured out. So I understand the need to call support, but sometimes it's better to post a concern to people who actually love their smoker.

 

[Texackerman]

AND, customer service appears to be a joke. They do not answer (period). Their automatic system just hung up on me again. Brand new grill purchased at Cabela's with issues and a statement in the manual "Do not return". Call us... a month later, four calls and 3 emails without a response. I should have listened and got the other brand, I think.

 

[Mike From R.I.]

AND, customer service appears to be a joke. They do not answer (period). Their automatic system just hung up on me again. Brand new grill purchased at Cabela's with issues and a statement in the manual "Do not return". Call us... a month later, four calls and 3 emails without a response. I should have listened and got the other brand, I think.

877 303 3134 option 2 , I always got through and spoke to the nicest and most helpful people live.

 

[ANT0407]

877 303 3134 option 2 , I always got through and spoke to the nicest and most helpful people live.

I completely agree, any time I've called them they have been helpful and if they are sending a part they always send a rub or pellets for the inconvenience. The time I was waiting for the gasket for the lid on my 1600 they sent me a big bag of pellets for my troubles.

 

[Steelheader1974]

Yeah I agree also I called 3 times 2 for the 1150 and just last week for the vertical. Somehow I managed to break the latch. They are sending a new one but backordered. I can still use the broke latch even tho it’s in 2 pieces I just have to lay the clasp part over the hole and insert the little handle and turn it and it holds. I plan on doing a brisket in the vertical on Friday.

 

[Guineabear]

877 303 3134 option 2 , I always got through and spoke to the nicest and most helpful people live.

Same here. Have had several problems on 2 separate units fixed even received videos on how to do the repair. No complaints here.