I contacted customer service in July to get a new igniter under warranty. I was assured it would ship within a couple of weeks. I then contacted them August 20 inquiring about it. I was told that they showed it had been sent but had no tracking information. It was suggested that I get the FedEx app so I could track it. FedEx app had nothing. I contacted pit boss again on the 25th. I explained that I have a wedding coming up and that I need to smoke pork butt for 300 people so time is of the essence. I was assured that they would send it out right away and they threw in a sampler of rubs. I DID get confirmation of the order but have yet (a week later) to be notified that it has shipped. I sent an email yesterday that went unanswered. I don’t know what’s going on with them, but based on their treatment of me, there is no way in hell that I would ever buy another pit boss nor would I recommend that anyone else do so. Treating customers well is some of the best advertising a company can do. I don’t understand companies that don’t get thus.