Customer Service / Parts THEY STINK!!!!

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I finally got a response from Facebook after a few days and I should have my new control board in 14-16 days..If it works I will probably sell it and buy a Camp Chef Wifi model with a PID.
I'm going to return my KC Combo and pick up the Camp Chef 36 Wifi... That PID controller and app looks sick and cost about the same price
 

Bubba

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PRO SERIES 4-SERIES VERTICAL WOOD PELLET SMOKER - Purchased from Lowe's on Father's Day. I had a defective heat probe out of the box. Lowe's replaced the probe without question. Problem - placed an order from PB - ordered 6 items and received 3 of 6. The other 3 are showing processing. Opened 2 Support Cases. No reply - Have tried to call numerous times and waited for as long as 2 hours - what is their problem????
 

MikeInFla

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PRO SERIES 4-SERIES VERTICAL WOOD PELLET SMOKER - Purchased from Lowe's on Father's Day. I had a defective heat probe out of the box. Lowe's replaced the probe without question. Problem - placed an order from PB - ordered 6 items and received 3 of 6. The other 3 are showing processing. Opened 2 Support Cases. No reply - Have tried to call numerous times and waited for as long as 2 hours - what is their problem????
Due to Covid they are way understaffed. I ordered a new probe over 2 weeks ago and it is still processing.
 

DaveXDm9

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Due to Covid they are way understaffed. I ordered a new probe over 2 weeks ago and it is still processing.
They do not have any replacement parts due to China factories were shut down so they are trying to catch up. Pit Boss is in no rush to fill the jobs they furloughed during Covid.
 

biffhero

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Do you think that Walmart cares about products that consistently come back..nope they do not care and I do not want to get into the all knowing of Walmart too long of a story. I have a business degree from Uninveristy of Missouri at Columbia, MO. Walmart family is a huge donor to the university specially to the business school.

For example Walmart has been selling 3 LED TV's from the same manufacture for 3 years now that are consistently return due to malfunction and they exchange them send them back to manufacture. It does not stop Walmart to sell them as they are reaching out to certain classes of individuals with a certain budget.

Items like Pellet grills will be sent back to Pit Boss or Pit Boss will just credit them the grill and Walmart will dispose of it. You have to remember Walmart sells hundreds and hundreds of products and not all Walmart's in the US sell the same products. Not one single product is not going to hurt Walmart's reputation unless it is Food produce related problem.

This is the truth Walmart is not asking Danson to sell the Platinums it is Danson asking Walmart to sell Platinum grills. Walmart makes a little off the grill where they make there money is pellets and accessories. You will never see a Traeger, Green Mountain Grill, Rec-Tec in a Walmart that is not Walmart's decision that is the grill companies decision.

To be honest personally the KC Combo and the Lockhart are just a huge gimmick of a grill and by looking at them they look like a train wreck and cheap. I am disappointed in Pit Boss that this was there answer to Rec-Tec, Traeger, Camp Chef, and other grills.
Thank you for the insight.
 

nepatsfan1

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So I got my replacement control board.. Same issue.. Temps are all over the place.. Including on startup.. It is impossible for it to climb 1 degree per second... After I let it run for awhile and the only one that was consistent with my external probe was the probe and the top thermometer. Left another callback number and will until this thing works...
 

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DaveXDm9

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So I got my replacement control board.. Same issue.. Temps are all over the place.. Including on startup.. It is impossible for it to climb 1 degree per second... After I let it run for awhile and the only one that was consistent with my external probe was the probe and the top thermometer. Left another callback number and will until this thing works...
So you set at 200 and it reaches 240 how long does it take to get back to 200? When it does get to 200 how much of the temp swings are you getting?
 

nepatsfan1

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So you set at 200 and it reaches 240 how long does it take to get back to 200? When it does get to 200 how much of the temp swings are you getting?
That’s a bad pic I thought I had another one. I turned it down after setting to 350. I had another probe next to the internal one and they were pretty much in sync. The other probe is calibrated as I use a bunch of probes home brewing. When I turned it on after the startup finished. The board went from 94 degrees to 140 in 30 seconds. That’s impossible especially with cover open.
 

nepatsfan1

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I am thinking of just buying an aftermarket probe since by the time Danson's gets me one it will be after I can use it outdoors since I live in a apartment.


This one should work. Has the same connector and length.
 

MikeInFla

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not bad for 14 bucks. I need one too, mine went out on my grill 6 weeks ago and it still hasn't shipped. I called PB support yesterday and actually got thru. They checked my order and said part had finally arrived. When I checked this morning it still says "back ordered". If that's available with Prime I could get it by the weekend and be back in business on my grill and then just save the one they eventually send for future use.

Well cool, I just ordered this one and it has one day shipping so it will be here tomorrow!

Pit Boss replacement probe 11.99

Some claim this one is even better than the one from the factory so we shall see. If it isn't what I want I'm only out 10 bucks. Will mess with it on Saturday and use the vertical PB instead this weekend.
 

nepatsfan1

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So Pit Boss called me back just now. They are sending a new probe and an igniter plus the RA option to return to Walmart but I can only return it before the 25th of this month.

****Update after initial posting****

So after considering doing even more work to this thing. I am returning it. I will go back to a charcoal smoker. The support person I had today was unbelievable and good. I think they know there are issues especially with the Lexington model.
 
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MikeInFla

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That was fast, I ordered the probe yesterday and got notification it will arrive today. Thanks Amazon Prime! Also, an email came from Pit boss saying my probe from them has shipped hahaha. But the one from Amazon will be here first, I tracked the one from PB and it is coming from a warehouse in Washington state. I'll hold on to that probe for a backup. Those cost $49 on the Pit Boss website, the one I ordered was $12 and user reviews say it is more accurate than the one that comes in the PIt Boss so we shall see.
 

DaveXDm9

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Well it seems there is still a long wait for warranty parts being delivered based on other sites and conversations so just let everyone know to be patient and if not Amazon is a good source for aftermarket parts although that is basically what PB uses anyway.
 
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