Both of you should call CS. Customer Service doesn't monitor the posts.
There was a design change a few years back, with the ramp, to minimize this.
The issue is still there as Joe M said, what's causing it?
Fire Management tells me that it HAS to get really hot AND air has to go up the auger to keep the fire going. Lack of oxygen would snuff out any burning, so it has to get oxygen from somewhere.