Lately, several have come to the forum with issues with their smokers. If it has to do with technique then this is your "go to" place.
If you are having issues with your smoker I suggest going straight to Customer Service (1-800-423-0698) and let them straighten it out and make it right. Email may be ok for some problems but talking to someone there in Ponca City, OK is the better way to go!
Believe it or not, people on/in the forum can't fix everything!