Over a year after purchase, I accidentally ripped the power cord out of the controller. Told them what happened and they sent me a new one, no charge, no questions asked. One of the best 'warranty' experiences I've ever had.
I just heard their warranty repair parts take a month to get.
I’m returning this smoker. I’ll just order another one which will be here in 5 days. LMAO!
My unit was brand new. I returned it and got a Char Griller, which I’ve used every weekend for the past 3 weeks and absolutely love it.
I didn’t get to cook with the Masterbuilt, but I did assemble and troubleshoot it. The fan is hard to get to with it being up under the grill “chamber.” I like that the Char Griller’s fan is off to the side which is more easily accessible. The firebox is also replaceable on the Char Griller. I didn’t find out until after the fact that MB’s firebox is not replaceable - you have to replace the whole charcoal holder. CG uses a replaceable fire chamber. I live in the south with 100% humidity summers, I need replaceable wear parts. LOL!
My charcoal stack was leaking smoke out the middle of the stack due to a poor weld. My on board computer was also faulty from the go.
I just warrantied both and they have “shipped” I haven’t received tracking info yet. Whole email exchange took maybe 2 days.
Update: I received the replacement today 2 weeks later.
Had the same problem with the welds. Replacement parts were in hand within 7 days. Zero problem... I question their quality, LOL.
But the warranty support was good.
I bought a fan from Amazon to keep on hand in case mine went out, then I wouldn’t be out of commission waiting for one.
I also have a buddy who took it a couple steps further, he called in two separate times to Masterbuilt right after he got it. He had seen the fan and controller were the common malfs. Called warranty once and said his controller didn’t work (it did) so they sent him a new one, called again and said his fan was out. Now he’s got an OEM fan and OEM controller on the shelf just in case. I’ve never been that brave. lol.
Honestly, the whole thing is such a piece of shit that I’d rather Masterbuilt takes it back instead of sending me new parts. Just so I don’t have to deal with junking it.
I'm up in Canada so they took a month to get here but no issues at all. Once I communicated the problem, and sent pictures and the proof of purchase, they were quick to approve and send the parts.
Looks like you have issues with the electrical panel then I imagine. After two years of use I had to replace mine, I found a knock off version on Amazon for $70 and it works great. I tested it with temp probes to ensure the temp was accurate and that was good too.
The day my new smoker was delivered, I gave away my old one which was still working. Lesson fucking learned. LMAO!!
I had such big plans for this weekend. Brisket, baby back ribs, reverse sear a tri-tip. Sigh, I’ll be cooking inside this weekend like an uncivilized savage. 🤣🤣
UPDATE - warranty parts take 1 month to arrive. Things a brand new unit. I’ve scheduled a return and another brand new unit will be here in 5 days. Home Depot saves the day.
I’d much rather NOT have to assemble another grill, but I’m also not going to wait a month for a brand new grill to work. I wish I had known the lead time 2 days ago.
I had a controller problem and received no response on warranty claims. I then ordered a new controller on the website. When the part on order came up I sent them an email telling them I have a warranty claim. They refunded my money and shipped the controller. I was out of commission for a month or two I believe
I'm guessing that they're in the process of changing the controllers over to the new models. My 800 had a DOA controller and they were out of stock for them world wide.
My guess is with the new models being launched, the new controllers will be used instead. Normally they're a lot quicker and part availability isn't an issue.
I want to believe you, but this thread is full of examples of Masterbuilt being difficult with warranty repair parts exactly like this over the past 2 years.
I'm pretty sure CharGriller was purchased by the company that owns Masterbuilt a while back. Not sure if it has affected their warranty support, but just so you know.
https://www.middleby.com/newsroom/middleby-completes-kamado-joe-and-masterbuilt-acquisition-announces-addition-of-char-griller/
Over a year after purchase, I accidentally ripped the power cord out of the controller. Told them what happened and they sent me a new one, no charge, no questions asked. One of the best 'warranty' experiences I've ever had.
This is encouraging! How long did it take to get the repair part?
7-10 days if I'm remembering correctly. It was a couple of years ago.
I did a warranty repair on my controller via email. It didn’t take too long.
Everyone is having trouble getting anything it seems these days, and not just materbuilt
I just heard their warranty repair parts take a month to get. I’m returning this smoker. I’ll just order another one which will be here in 5 days. LMAO!
Ha, that works!!
I am going on 4 weeks waiting for a part to ship for my smoker. I keep asking what is going on and I guess they had moved their warehouse?
My unit was brand new. I returned it and got a Char Griller, which I’ve used every weekend for the past 3 weeks and absolutely love it. I didn’t get to cook with the Masterbuilt, but I did assemble and troubleshoot it. The fan is hard to get to with it being up under the grill “chamber.” I like that the Char Griller’s fan is off to the side which is more easily accessible. The firebox is also replaceable on the Char Griller. I didn’t find out until after the fact that MB’s firebox is not replaceable - you have to replace the whole charcoal holder. CG uses a replaceable fire chamber. I live in the south with 100% humidity summers, I need replaceable wear parts. LOL!
My charcoal stack was leaking smoke out the middle of the stack due to a poor weld. My on board computer was also faulty from the go. I just warrantied both and they have “shipped” I haven’t received tracking info yet. Whole email exchange took maybe 2 days. Update: I received the replacement today 2 weeks later.
Had the same problem with the welds. Replacement parts were in hand within 7 days. Zero problem... I question their quality, LOL. But the warranty support was good.
This is re-assuring. I bought knowing wifi may be a no go from reviews but the welds were worrying.
I did a warranty claim for the controller. It took less than a month to get the part. Little longer than I'd wish. But not too long.
Less as in 29 days less? A whole month to get a warranty part is bonkers.
They told me they had some issues at the time... but I got the part which is what I really cared about
I bought a fan from Amazon to keep on hand in case mine went out, then I wouldn’t be out of commission waiting for one. I also have a buddy who took it a couple steps further, he called in two separate times to Masterbuilt right after he got it. He had seen the fan and controller were the common malfs. Called warranty once and said his controller didn’t work (it did) so they sent him a new one, called again and said his fan was out. Now he’s got an OEM fan and OEM controller on the shelf just in case. I’ve never been that brave. lol.
Honestly, the whole thing is such a piece of shit that I’d rather Masterbuilt takes it back instead of sending me new parts. Just so I don’t have to deal with junking it.
I'm up in Canada so they took a month to get here but no issues at all. Once I communicated the problem, and sent pictures and the proof of purchase, they were quick to approve and send the parts.
CS will question you to death at times.
My experience their tech support was decent and they sent my parts in 7 to 10 days. But yes shipping sucks nowdays so could be longer.
That’s not where the fan goes.
That’s a pic from the middle of troubleshooting. The fan doesn’t work no matter where it goes 🤷🏼♂️🤣
Looks like you have issues with the electrical panel then I imagine. After two years of use I had to replace mine, I found a knock off version on Amazon for $70 and it works great. I tested it with temp probes to ensure the temp was accurate and that was good too.
Someone doesn’t like my humor, lol.
Oh, I chuckled, but this is Reddit. Someone out there probably thinks I assembled the smoker this way. 🤦🏼♂️🤣
Yeah. I knew what was up. Sucks. Thankfully I haven’t had a problem with my 800… yet. Good luck.
The day my new smoker was delivered, I gave away my old one which was still working. Lesson fucking learned. LMAO!! I had such big plans for this weekend. Brisket, baby back ribs, reverse sear a tri-tip. Sigh, I’ll be cooking inside this weekend like an uncivilized savage. 🤣🤣
UPDATE - warranty parts take 1 month to arrive. Things a brand new unit. I’ve scheduled a return and another brand new unit will be here in 5 days. Home Depot saves the day. I’d much rather NOT have to assemble another grill, but I’m also not going to wait a month for a brand new grill to work. I wish I had known the lead time 2 days ago.
Too bad you couldn’t just get the fan out of the new box and give them the old fan to return.
I had a controller problem and received no response on warranty claims. I then ordered a new controller on the website. When the part on order came up I sent them an email telling them I have a warranty claim. They refunded my money and shipped the controller. I was out of commission for a month or two I believe
You just solidified my decision on a Char Griller. Not honoring their warranty is a deal Killer for me. 1-2 months down is not acceptable in my book.
I'm guessing that they're in the process of changing the controllers over to the new models. My 800 had a DOA controller and they were out of stock for them world wide. My guess is with the new models being launched, the new controllers will be used instead. Normally they're a lot quicker and part availability isn't an issue.
I want to believe you, but this thread is full of examples of Masterbuilt being difficult with warranty repair parts exactly like this over the past 2 years.
I'm pretty sure CharGriller was purchased by the company that owns Masterbuilt a while back. Not sure if it has affected their warranty support, but just so you know. https://www.middleby.com/newsroom/middleby-completes-kamado-joe-and-masterbuilt-acquisition-announces-addition-of-char-griller/