Hopefully it all works out for you all. I tried start up so many times with so many temps (including high, 450, 350, etc) and then some more based on tech support suggestions. I wasted way too many pellets trying to get that thing to work. I was very hopeful and still think besides the controller, the thing is built REALLY well. If it didn't have a controller issue, I think this thing would be awesome for the price!
I also didn't have any issues with it holding temps one it got there, I think that is due to how well the cabinet is built and insulated. It just holds heat and was very even (top to bottom and front to back) according to my external temp sensors.
I have since bought a Camp Chef SmokePro SG 24". More money, less space, lesser overall build quality compared to the pitboss vertical, no where near as well insulated, etc.
BUT it works so well. I start it up and no matter the temp, it is up to it in 20 to 30 minutes every time (even 500 which is its max).
It has 5 degree increments in temps, 10 different smoke settings, PID control, bluethooth/wifi, etc. It's temp probe is also within 5 degrees of my external temp probes....and upon first turn on IT ASKED ME IF I WANTED TO UPDATE THE CONTROLLER! No sending in, nothing, just do you want to update and then it did it.
I smoked some beer can chicken the other night until it was roughly 110 internal on high smoke setting (~220 and smoke setting of 10), then turned it up to 350 (got there within a couple minutes) until about 150 internal temp, then finished it off at 450 (got there again within a couple minutes of changing the temp. No special temps needed to do this, just set to the temp I want and let it get there.
I may take a look at the pitboss if I ever want to change out from this smoke pro and they get their controllers better.