Thanks - I'll keep trying...Wait. They are slow to respond. I think customer service is working remote due to Covid.
If not contacted within 24 hours, call/email again! Don't let up!
Once you make contact, they are good at throwing parts at you with no problem. Be prepared for a B/O on some popular parts.....
I had a problem with a brand new 820 Pro. I called several times and left a message to call me back which they never did. I finally stayed on hold for two full hours before they answered but when they finally did the guy was very helpful and sent out a new control panel the next day, it arrived two days later.
It still works in the cold! Will probably use more pellets in cold weather but it still works!My PID board died in August. Opened a ticket which they responded to quickly. They said the board was on backorder. They then responded September 22nd the board was in and was being shipped. It was to arrive in 2 weeks. Sent a follow up October 6th which was never answered. Tried opening a new case October 9 and received no response. Sent another message October 13 which was also ignored. Called them October 15 (no toll free so called them long distance on my dime) and left a call back number. They called back later that day. The board was shipped October 16 but won't arrive until the end of the month. Very frustrating as the unit was only 5 months old and I had become hooked on smoking every weekend. It'll be too cold here to use it until the spring now. The grill itself is extremely well built and functioned perfectly until the problem with the board. Their initial service is good but I suspect they hand things off to a 3rd party, who is probably the people that dropped the ball.
I found that the quickest way to contact their customer service was to go to their facebook page and message them I have received a reply within a day or two usually
I found that the quickest way to contact their customer service was to go to their facebook page and message them I have received a reply within a day or two usuallyI have been trying to get through to ANYBODY since July! JULY!! I've called, left messages for a call back - NEVER received a call back. Got on the website and opened a case. It looked promising when somebody apologized and asked for my address and said that they would get it sent out. After several weeks of no parts showing up, I got back on the website to check the case and it was DELETED!! It's October 22nd!! I've gotten NOTHING! I am sooo damn mad since I bought this grill for my son for his birthday and when you spend that amount of money on a grill - the least they can do is provide decent customer service!!