I won a Pit Boss smoker grill this summer. It was the same footprint as this unit, but a smoker unit. I was very impressed with the build quality. But, it was missing one hinge pin (it came new in factory sealed box)… so 8 called them for assistance. They were easily the most unhelpful CS I’ve experienced in years. After an extraordinarily long phone call that variously had me repeating myself to someone who wasn’t interested in listening, and being put on smoke-break-length holds, their “solution” to their product missing a necessary part was to tell me to ‘try to find something at a local hardware store that might work.’ Uh… thanks.
tl;dr Well built product, horrible support
I’d be like “How about I drive over and shove this up your nearest available orifice and see if THAT works?”