The problem is that there has been not one ounce of contact from them. Their customer service is absolutely horrendous, just to try and get any email to them is a pain, there is not a phone number to talk to a live person. I love the grill but boy they fall way off the cliff from that point. When it comes to point when I need to replace this grill Masterbuilt will have lost me just due to their terrible customer service! User's recommendation: Great Grill, horrible customer ssrvice!