Masterbuilt Manufacturing – Portable grill /smoker - mb20040722

Purchased this grill and smoker on May 26 and after using it only 4 times, it simply stopped working, due to a failure of the controller box.

Customer service is dismal! Interaction via email is tremendously inefficient. Extremely difficult to get the support or answers required.

I open a case (606007) on August 6th 2023 and I have been following up and providing information multiple times (product registration, description of the problem, purchase proof, shipping contact, phone, email and pictures that I have already provided several times before via support web site, email, phone and Facebook Chat).

Today is September 2nd 2023 (almost a month later) and parts have not yet been shipped. Masterbuilt has all details and information they have requested from me and they indicate they know what parts they have to send, to fix this problem

How long do I have wait to have this issue resolved? There should be a way to get a firm commitment date to get these replacement parts.

If for any reason the replacement parts are not available, then Masterbuilt should consider to either send a new grill as a replacement or fully refund the price I paid for this grill.