Customer Service Experience/controller temp issues

[Aggie_Aloha]

Didn’t have the best experience with customer service and was wondering what others experiences were.

For context my most recent smoking session had major temperature differences. The probes were always off but usually 10-15 degrees. I set it at 225 as I normally do after start up and the controller was reading 200 and my Thermoworks probe set nearby and opposite end read 320 and 290 respectively. It got hotter once it neared 225. When I kicked the controller down to 190, then it read 250 . Customer service told me if I wasn’t using their pellets per the manual then that’s what caused it and that a 100 degree difference was within range. Tried to refer me to the manual and said that the smoking style ranges from 200-270. I countered with the fact that it was just the cooking styles and what range you should set it at, but they used that to justify the swings. Also blamed the fact that the controller didn’t recognize the PB probe in either ports due to the fact that I tried using it as a grill probe rather than sticking it in the meat. Was also chastised because when they asked me to turn on the grill, as I pushed the on button, I didn’t have the lid open before pushing per the manual. To top it off, they tried to only send me a new meat probe because it “cost us money to send you parts under warranty “. It wasn’t until I pushed them on the reasons why it is the controller (rep yesterday did a video call and after an hour said that I needed a new controller - but supposedly it was never notated) that they said they the would send it but would notate my account that the next time I call in, I have to ‘work with them’.

 

[Mike From R.I.]

Welcome from Rhode Island.

 

[Sparky]

Welcome to the club from Texas. Only time I called was to replace the temperature gauge on my KC Combo. Had my problem and they sent one out in a week.

 

[Freedbyjc]

Didn’t have the best experience with customer service and was wondering what others experiences were.

For context my most recent smoking session had major temperature differences. The probes were always off but usually 10-15 degrees. I set it at 225 as I normally do after start up and the controller was reading 200 and my Thermoworks probe set nearby and opposite end read 320 and 290 respectively. It got hotter once it neared 225. When I kicked the controller down to 190, then it read 250 . Customer service told me if I wasn’t using their pellets per the manual then that’s what caused it and that a 100 degree difference was within range. Tried to refer me to the manual and said that the smoking style ranges from 200-270. I countered with the fact that it was just the cooking styles and what range you should set it at, but they used that to justify the swings. Also blamed the fact that the controller didn’t recognize the PB probe in either ports due to the fact that I tried using it as a grill probe rather than sticking it in the meat. Was also chastised because when they asked me to turn on the grill, as I pushed the on button, I didn’t have the lid open before pushing per the manual. To top it off, they tried to only send me a new meat probe because it “cost us money to send you parts under warranty “. It wasn’t until I pushed them on the reasons why it is the controller (rep yesterday did a video call and after an hour said that I needed a new controller - but supposedly it was never notated) that they said they the would send it but would notate my account that the next time I call in, I have to ‘work with them’.

Temperature Probe Confusion

Absolutely normal for all pellet smokers … Unless your oven thermometers or meat probes, even if it is specifically meant for measuring air temperatures, were positioned EXACTLY like this (see photo) the tip of the thermometer almost touching the digital temperature probe, your personal temperature reading comparisons are totally invalid for comparison to the “Actual” temperature shown on the controller. Your grate temperatures are NEVER going to match the actual temperature shown on the controller.

The PitBoss controllers algorithms are set to create a stable temperature environment throughout the barrel ... not that exact temperature readings at every point across the grates. It just not possible with any pellet smoker.

If you’re interested in the grate temperatures, you’ll have to get a secondary thermometer probe specifically designed to measure that. Usually they have squared off or blunted tips and always come with grate clips to hold it off the smoker grates surface.

The ACTUAL temperature showing on the smokers controller is the reading of the digital temperature probe mounted on the left side of the barrel at that specific position ... it’s not “the grill” or “grate” temperatures by any means. Your grate and lid probes (if so equipped) are going to be different and probably higher or lower due to their placement in the barrel.

Watch your ACTUAL digital temperature, as it controls the controller, and if you feel it’s necessary, keep an eye on your grate temperature but the IT on your meat probe is the one temperature that’s the most important.

The supposed “probe problem” is that folks don’t know enough about their PitBoss smokers design to know that the digital temperature shown on the controller and the grate temperatures are almost never going to match.

Remember, your PitBoss has a controller with an awesome algorithm that runs the smoker. After you’ve used it a few times you’ll realize that it works and works well. Relax... put your temperature probes in the food where they belong and let that awesome smoker you bought do the work for you. Smoke On!

It’s definitely not a question of BELIEF of what’s correct but CHOICE of which to follow.

 

[Aggie_Aloha]

Welcome to the club from Texas. Only time I called was to replace the temperature gauge on my KC Combo. Had my problem and they sent one out in a week.

How long ago was this and did they try to dismiss anything? The rep kept telling me, "it costs us money to ship parts", and I got the impression that their directive was to discourage any replacements . I'm not one to do things in excess - I actually told my dentist that just because insurance covers things, doesn't mean I need to take advantage of it - but I can't have a grill that reads temps 150 degrees lower or not recognize any probes.

Temperature Probe Confusion

Absolutely normal for all pellet smokers … Unless your oven thermometers or meat probes, even if it is specifically meant for measuring air temperatures, were positioned EXACTLY like this (see photo) the tip of the thermometer almost touching the digital temperature probe, your personal temperature reading comparisons are totally invalid for comparison to the “Actual” temperature shown on the controller. Your grate temperatures are NEVER going to match the actual temperature shown on the controller.

The PitBoss controllers algorithms are set to create a stable temperature environment throughout the barrel ... not that exact temperature readings at every point across the grates. It just not possible with any pellet smoker.

If you’re interested in the grate temperatures, you’ll have to get a secondary thermometer probe specifically designed to measure that. Usually they have squared off or blunted tips and always come with grate clips to hold it off the smoker grates surface.

The ACTUAL temperature showing on the smokers controller is the reading of the digital temperature probe mounted on the left side of the barrel at that specific position ... it’s not “the grill” or “grate” temperatures by any means. Your grate and lid probes (if so equipped) are going to be different and probably higher or lower due to their placement in the barrel.

Watch your ACTUAL digital temperature, as it controls the controller, and if you feel it’s necessary, keep an eye on your grate temperature but the IT on your meat probe is the one temperature that’s the most important.

The supposed “probe problem” is that folks don’t know enough about their PitBoss smokers design to know that the digital temperature shown on the controller and the grate temperatures are almost never going to match.

Remember, your PitBoss has a controller with an awesome algorithm that runs the smoker. After you’ve used it a few times you’ll realize that it works and works well. Relax... put your temperature probes in the food where they belong and let that awesome smoker you bought do the work for you. Smoke On!

It’s definitely not a question of BELIEF of what’s correct but CHOICE of which to follow.

i appreciate your thoughts and opinion of the controller. This was not my first time using the smoker and do calibration/checks of themps to make sure I adjust probe vs actual. First time I've seen 150 difference. I'm not sure how that big of a swing is creating a stable environment for my brisket at 325+ . And my PB probe stopped working after 4months, but I didn't want to call in a warranty since I had more reliable ones to use (I do use the ambient temp probes) . BTW, pit boss will chastise you for having foil on your grill, sinces it's a no no "per the manual"

 

[Ken S]

Temperature Probe Confusion

Absolutely normal for all pellet smokers … Unless your oven thermometers or meat probes, even if it is specifically meant for measuring air temperatures, were positioned EXACTLY like this (see photo) the tip of the thermometer almost touching the digital temperature probe, your personal temperature reading comparisons are totally invalid for comparison to the “Actual” temperature shown on the controller. Your grate temperatures are NEVER going to match the actual temperature shown on the controller.

The PitBoss controllers algorithms are set to create a stable temperature environment throughout the barrel ... not that exact temperature readings at every point across the grates. It just not possible with any pellet smoker.

If you’re interested in the grate temperatures, you’ll have to get a secondary thermometer probe specifically designed to measure that. Usually they have squared off or blunted tips and always come with grate clips to hold it off the smoker grates surface.

The ACTUAL temperature showing on the smokers controller is the reading of the digital temperature probe mounted on the left side of the barrel at that specific position ... it’s not “the grill” or “grate” temperatures by any means. Your grate and lid probes (if so equipped) are going to be different and probably higher or lower due to their placement in the barrel.

Watch your ACTUAL digital temperature, as it controls the controller, and if you feel it’s necessary, keep an eye on your grate temperature but the IT on your meat probe is the one temperature that’s the most important.

The supposed “probe problem” is that folks don’t know enough about their PitBoss smokers design to know that the digital temperature shown on the controller and the grate temperatures are almost never going to match.

Remember, your PitBoss has a controller with an awesome algorithm that runs the smoker. After you’ve used it a few times you’ll realize that it works and works well. Relax... put your temperature probes in the food where they belong and let that awesome smoker you bought do the work for you. Smoke On!

It’s definitely not a question of BELIEF of what’s correct but CHOICE of which to follow.

Thank you, this is hands down the best explanation I've seen yet. For my last two cooks I started using wireless MeatStick probes that have ambient temp sensors on the end of the internal meat probes. I thought that was a cool feature when I bought them but guess what, those MeatStick ambient sensors were giving me high temp alarms constantly. That was kind of freaking me out at first, but the Pit Boss ambient controller was holding rock steady so I soldiered on. Happy to report both cooks turned out great when the internal meat temp got where it needed to be.

I guess the moral of the story is those MeatStick probes are nice because they are true wireless and the internal temp is really accurate, but the ambient sensor seems to be all sizzle and no bacon. (For you Texans I believe the term is all hat and no cattle.)

I do think a "biscuit test" is worth doing to see if you have hot spots, but after that relax, drink a beer, and watch those internal temps!