I highly recommend purchasing a Masterbuilt smoker. I purchased a 40 inch model and used the smoker approximately 10 maybe 15 times and the burner discontinued working. I called customer service and was told that they no longer supported the heating element in the model and apologized. I attempted to reach Masterbuilt via email and no response after six attempts. I looked online and discovered that a common problem was burned wires. I inspected and discovered that the wire was indeed burned.
Consumer Complaints & Reviews
I purchased a Masterbuilt 20070407 the day after Thanksgiving 2008. I have used this smoker maybe 10 times. I went to use the smoker and it kept blowing the outlet GFI. I attempted to use other outlets and it too would blow the outlet. So this problem told me something was wrong with the unit, not my plug-ins. A co-worker of mine bought this unit and literally a week prior to myself finding out my smoker was broke, my friend received a brand new smoker from Masterbuilt because of a wiring issue, which means blowing the GFI at his house. His smoker was 1 1/2 years old, mine 2 years by the purchase date.
I called customer service and was told sorry but your beyond one year warranty (fine) but then why did my co-worker get a brand new one beyond his one year warranty. They wouldn't discuss it. The other issue I have is that the warranty shows 90 days. Why move it to one year? I know to protect themselves because they knew the unit was junk. If I would have used the smoker more often maybe it would have shot craps within that year but for only using it 10 times is a cry from misuse. I believe Masterbuilt knows of their wiring problems and don't want to admit wrong doing. I have read problems that other people are having and it's textbook to my issues. You can't even buy parts for this unit. So the owner is basically screwed out of a $200 smoker. Masterbuilt did offer to sell me a unit for $150, which I told customer service that was a joke when I know my friend got one for free.
I'm out $200 from the purchase of the unit and no parts are even available to fix the unit. Customer service is not consistent regarding the replacing of the unit (like they did to my friend) or even offering parts. I believe Masterbuilt is fully aware of their problems and is trying to cover up the problem with their outrageous offer.
Same as all the other complaints, I bought a Masterbuilt 20070407 and of course just as my 2 year warranty was up, the company could not send a replacement part but they could offer me a new one at $150. This is the worst customer service I've ever dealt with. If I was going to purchase a new smoker, I sure wouldn't pay $150 on another Masterbuilt. I'll buy another name brand from now on.
I purchased model# 20070407 Digital Smokehouse, for 300 plus dollars, 2 yrs ago, the electric heating element burnt out, I have hardly used this smoke. I tried to order a replacement heating element for smoker, was told they have had problems with the heating units which can"t be replaced, so they offered to replace the smoker shell, you use your old door gates an digital control unit which is replaceable. Now they have run out of the shells, so you can buy a new one for 150 dollars, with no garrantee they will last any longer.
I have been a loyal customer of Masterbuilt for years with propane and charcoal smokers that were made in the USA. I took for granted that the electric smoker, Model #20070407 was made in the USA. Two years from the date of purchase, this smoker reached the desired temperature; however, it did not sustain that temperature and gradually decreased, indicating it was ont heating properly.
I called customer service at Masterbuilt and was told I could not get a new heating element and that my warranty had expired. The original 90-day warranty had actually been extended to a full year becuase of design problems. Being that it was 2 years since date of purchase, I was informed that I was out of luck, there was nothing they could do. Customer sevice at Masterbuilt seemed very concerned and apologetic. I was informed that Masterbuilt was not doing business with the factory that previously manufactured these smokers and that they were having problems with the new factory in China on getting parts.
I was originally told six weeks and when I called back again May 26th, I was again told me that it was going to be at least another six weeks before the part would be available. I was told by customer service that the new redesiged smokers were on sale at Sam's Club where I orignally purchased mine for $312.
I cannot afford to buy another smoker that should have lasted me a good ten years, and I extremely angry that I cannot get satisfaction from the company on a replacement package on a product they completely admit was of poor desi
Stainless Steel Electric Smokehouse Model 20070108 erupted into a big ball of flames. This unit had the repair kit on it that was supposed to prevent this.
