I don't have much faith in their customer service. According to instructions you leave it at 5 until it gets to 160 and then you set temp. Depending on temp this could take a while. I put pellets in burn cup before I turn it on and it gets up a little faster. The one I have produces no smoke above 160. I will smoke a turkey thanksgiving on my master built electric at 235. The reason I bought the pit boss was my master built was broke. After the 2nd cook on pit boss I ordered the parts to fix my master built. I will put that against a pit boss any day. Don't miss your window of return like I did, if you want smoke get a smoke tube or smoke generator. Good luck.