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I bought a 020 week before last. During the seasoning smoke the wife came in so I was showing her how to set the cook temp. It was running at 200, but an hour or so after that it went to 275. The next day I cooked some ribs @ 225, after 4 hours I set the temp to 140 to hold till supper. I went back in a little while and the temp had run to 255. Now I'm sure I have a problem. I contacted CS and talked to Tony, told him my problem, he asked a few questions, and said he'd call me back in a few. When he called back he told me he had done some checks and was pretty sure I had a bad controller. He offered to trade the whole unit or to send me a controller and let me change it out myself. I opted for the latter. In a couple of days I had a new controller, no charge plus a return shipment label. I installed the new controller and my CS is working great. It's refreshing to deal with folks that care about their customers.

Thank you to Tony and the CS staff.
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To me, it's worth paying some extra money for service like that and the peace of mind that goes with knowing good customer service is only a phone call away. Some people that are undecided between a Cookshack and (insert your choice here) might want to take this into consideration. What good is it to save a $100 on a unit you can't use because a part was faulty and no one answers the customer service phone when you call?

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