dand9959
New member
We have a PB vertical pellet smoker.
Soon after getting it, the ignitor apparently went bad
Called support, and after some over-the-phone diagnosing, they sent me a new ignitor.
lnstalled tht, and the grill worked for awhile, and then the control board stopped working. After some diagnosing with support, found the fuse had blown.
Replace that, grill turned on.
Then the ignitor ERR came on. So, after another hour with support, they sent a new ignitor.
Installed that, still ERR.
Got back with support, and this time the tech clearly did not understand what to do...just wanted a pic of the burn pot to see if the ignitor was installed correctly.
(NB: I've probably tried at least 7 different insertion levels for the ignitor; 1/2" into the burn pot, 1/8" in, all the way in, and several others. Still get ignitor ERR in all cases.)
I had put the grill back together, so asked if she wanted me to disassemble the under-chasis again? No, just take a picture of the burn pot. She clearly didn't understand what grill I am working with, and we weren't going to get past this step in her script.
My question to the group - how the heck can I escalate this issue to a PB manager? I can't get past their tech support hotline (which is a call center somewhere with trained "troubleshooters").
I think we are at the point where we either need a new unit, or $ back.
This has gone on over the course of a year and a half.
Soon after getting it, the ignitor apparently went bad
Called support, and after some over-the-phone diagnosing, they sent me a new ignitor.
lnstalled tht, and the grill worked for awhile, and then the control board stopped working. After some diagnosing with support, found the fuse had blown.
Replace that, grill turned on.
Then the ignitor ERR came on. So, after another hour with support, they sent a new ignitor.
Installed that, still ERR.
Got back with support, and this time the tech clearly did not understand what to do...just wanted a pic of the burn pot to see if the ignitor was installed correctly.
(NB: I've probably tried at least 7 different insertion levels for the ignitor; 1/2" into the burn pot, 1/8" in, all the way in, and several others. Still get ignitor ERR in all cases.)
I had put the grill back together, so asked if she wanted me to disassemble the under-chasis again? No, just take a picture of the burn pot. She clearly didn't understand what grill I am working with, and we weren't going to get past this step in her script.
My question to the group - how the heck can I escalate this issue to a PB manager? I can't get past their tech support hotline (which is a call center somewhere with trained "troubleshooters").
I think we are at the point where we either need a new unit, or $ back.
This has gone on over the course of a year and a half.
