Can't get a response from Pitboss company - are they overwhelmed or totally out of business?

Craig B. · Jun 3, 2020

I've had an 820 model for about a year and use it 1 or 2 times a month. I want to love this grill, but I've had to replace my controller twice already and now the 3rd one had died on me. I submitted a case 3 weeks ago, with a follow-up two weeks ago and now a 3rd one today, with NO response. I've also called their tech support 3 times and, after being on hold for an average of 1 hour and 10 minutes each time, I was ultimately disconnected. Is anyone else having a problem with this?

mrwizard96 · Jun 3, 2020

https://www.savannahstoker.com/ Buy one of these controllers I hear they make a great upgrade.

Craig B. · Jun 3, 2020

mrwizard96 said:
https://www.savannahstoker.com/ Buy one of these controllers I hear they make a great upgrade.

Thanks...I appreciate your quick reply and will check it out.

DaveXDm9 · Jun 3, 2020

Due to Covid-19 Pit Boss Customer Service has changed quite a bit so they may be understaffed. If you have a twitter account or Facebook they actually respond pretty quickly through those channels. To Be honest I have a Savannah Stoker controller and it was worth it.

I do not understand why Pit Boss does not offer a PID controller for the Pro Series, Navigator, and Sportsman grill. I understand to keep the cost down for Walmart and Lowes, but at least offer one to replace the original one. The Original controller that are on the Pro Series, Navigator, and Sportsman you can purchase on a China website for $25 that does not say Pit Boss on it, the exact same one.

pmedicatt · Jun 4, 2020

I experienced the same hold issues. I left a call back number and they called me back after a couple hours. They are still very personable and one of the best as far as standing behind their grill.

revguy · Jun 18, 2020

Bought a brand new k24 Charcoal Grill, When tightening the hardware after first use as per manual I noticed the lid was almost an inch out. I have waited on hold for 2 hours and done a support case online as well as messaged on Facebook. No one ahs responded. I finally called the Dealer line to get through.

DaveXDm9 · Jun 18, 2020

Just keep on them and keep reaching out to them on facebook.

MikeInFla · Jun 18, 2020

Try calling them early in the morning. I spoke with them 2 days ago.

revguy · Jun 18, 2020

Called dealer support, got through. The rep sent me instructions to take off springs, loosen ring bolts, align lid, and then tightnen. This did align the top until I opened and closed it again. Hinge does not properly function with this much weight. The design is poor. Unfortunately this will go back to Costco and probably get thrown out.

DaveXDm9 · Jun 18, 2020

revguy said:
Called dealer support, got through. The rep sent me instructions to take off springs, loosen ring bolts, align lid, and then tightnen. This did align the top until I opened and closed it again. Hinge does not properly function with this much weight. The design is poor. Unfortunately this will go back to Costco and probably get thrown out.

that is shame you have bad grill. Best of luck on your next one.