Series 6 verticle smoker issues

[Skelso]

UPDATE:

Absolutely wish I had never done business with these folks and guarantee I never will again!

Spoke to cust svc again today. No record of the call yesterday and claim "we're an inbound call center and can't make outbound calls". Now refusing to replace the things the agent recommended replacing yesterday. Spoke to me like I know nothing. Made comments like "I'm over my call time, I need to wrap this up"... Refused to escalate me...

Don't know if anyone from the company monitors this forum. If they do, they have some serious customer service issues to address! I've managed IT support teams, call centers, etc for over 20 years. If I knew any of my folks spoke to customers this way, they would be on immediate disciplenary action...

They are sending me:

Gril Probe
Control board
Shelf Extenders
Hinges

I have to expend more of my time and resources to correct the issues with their product!

Here's a screen shot of the call they claim never happened... The agent said his name is DJ. Best of luck to you if you are unfortunate enough to get him on the phone..

 

[GeekChef]

Yeah....I usually don't find good support people myself. But when I buy something....I usually find that my research outpaces the 1st tier support by far.....so I end up either returning it or investing the time to repair it myself. That is exactly why I replaced my controller with a ReqTeq unit that I had from my prior barrel smoker....and it has worked flawlessly.

So where did you buy the smoker...? I got my first one at Lowes and returned it because the door would not close properly....and got a new one.

 

[Cowboy1955]

PitBoss personnel have nothing to do with this page.
I’m glad you’re at least getting new parts to hopefully resolve the issues you’re having with it
Let me know how it turns out once you get it back together

 

[Skelso]

Yeah....I usually don't find good support people myself. But when I buy something....I usually find that my research outpaces the 1st tier support by far.....so I end up either returning it or investing the time to repair it myself. That is exactly why I replaced my controller with a ReqTeq unit that I had from my prior barrel smoker....and it has worked flawlessly.

So where did you buy the smoker...? I got my first one at Lowes and returned it because the door would not close properly....and got a new one.

Bought at Lowes. Waiting for call back from manager. PB told me the retailer can't exchange it since it's been used. I'm not sure how one learns the thing doesn't work correctly without using it...

I forgot the best part earlier... The rep repeatedly told me the issues are likely due to the unit needing to be cleaned...

 

[GeekChef]

Bought at Lowes. Waiting for call back from manager. PB told me the retailer can't exchange it since it's been used. I'm not sure how one learns the thing doesn't work correctly without using it...

I forgot the best part earlier... The rep repeatedly told me the issues are likely due to the unit needing to be cleaned...

Yeah…..that’s up to Lowe’s return policy not PitBoss. Good Luck! Hoping the replace it!

 

[Skelso]

Well, I still haven't received the parts they said they were sending. I emailed PitBoss customer service Thursday requesting an update and ETA. Have not received a reply.

Spoke wirh Lowe's management, who previously said they could not take it back. After showing them all the screen shots, emails etc they agreed to exchange it for me.

Dropped it off today. Replacement is supposed to be here Thursday. Hopefully it works better. I bought this specifically to smoke turkeys for Thanksgiving...

 

[Cowboy1955]

Well, I still haven't received the parts they said they were sending. I emailed PitBoss customer service Thursday requesting an update and ETA. Have not received a reply.

Spoke wirh Lowe's management, who previously said they could not take it back. After showing them all the screen shots, emails etc they agreed to exchange it for me.

Dropped it off today. Replacement is supposed to be here Thursday. Hopefully it works better. I bought this specifically to smoke turkeys for Thanksgiving...

Congratulations!!!
Glad you’re getting it resolved

 

[sparkyv]

NICE! This makes me think more highly of Lowe's.

 

[GeekChef]

Bought at Lowes. Waiting for call back from manager. PB told me the retailer can't exchange it since it's been used. I'm not sure how one learns the thing doesn't work correctly without using it...

I forgot the best part earlier... The rep repeatedly told me the issues are likely due to the unit needing to be cleaned...

Yes Sir...!! That's great news....am sure you just got a lemon.

And just for a checklist from watching this forum for years:

When you first get it:
1. Check the hinge alignment....make sure that the doors close and nothing is bent.
2. Check the grease trap chute.....this is very important.....sometimes the drain at the very back of the inside is misaligned and it leaks the grease down inside where the fire burn pot is and it can catch fire.
3. Check to make sure that the temperature TC is not touching the metal back.
4. Very important to check the rotation of the auger before you add pellets.
5. Check to make sure that the pellets are coming into the firepot after priming it.

Let us know how the new one works out.
Steve

 

[Mike From R.I.]

Well, I still haven't received the parts they said they were sending. I emailed PitBoss customer service Thursday requesting an update and ETA. Have not received a reply.

Spoke wirh Lowe's management, who previously said they could not take it back. After showing them all the screen shots, emails etc they agreed to exchange it for me.

Dropped it off today. Replacement is supposed to be here Thursday. Hopefully it works better. I bought this specifically to smoke turkeys for Thanksgiving...

Maybe this would be the wake-up call for pit boss, when retailers start shipping them back to them or demand a refund for defective products, they had to make good on.

 

[Skelso]

*** UPDATE***

Picked the new smoker up today. Lowes assembled it free due to the issues. I usually prefer to assemble stuff myself but took them up on their offer so I wouldn't have to deal with all the packing material again.

Racks fit much better in this one.
After making sure the auger turns, etc I filled it with pellets and started the burn off. So far so good...

Here's hoping this one works as it's supposed to.

Never received the parts Pitboss said they were sending. They have not replied to my status update request email from over a week ago.

 

[Ol' Smokey]

Props to Lowes....

 

[Skelso]

Happy to report the new unit held temp well during burn off and season runs.

Unfortunately, app didn't save data correctly during season run...

Gonna throw a chicken on it tomorrow to see how that goes.