What's going on at Cookshack?

While I feel your pain, and realize your post is a vent, no forum member can right your wrong. Given your frustration level (and I don't blame you for it) I'd give Stuart Powell (CS CEO) a call Monday morning and describe your issue with him personally. He's a very down-to-earth guy and no doubt will make sure your problem is resolved.

Thanks for the name.

Max is right.

Call CS (customer service doesn't monitor the forum).

You've obviously seen the same defect twice. CS ALWAYS wants to talk with you personally to resolve the issue. The challenge is they want to do it direct.

They'll work to resolve the problem, and as you have all the details, a little one on one will help them understand the problem and help you.

Russ

What I think is happening is that a parts supplier is providing defective products. I feel this is really tragic to have a company of Cookshack's reputation have a subcontractor do this to an outstanding company. I have toured their plant and the pride they have in doing their best in providing the best is remarkable.

Cookshack STILL provides the best service of any company I know. I think we should all tout their integrity and service to everyone. Who else would continue to provide such quality satisfaction under these circumstances. I wish I knew the name of the parts supplier who has done this to Cookshack. The world should know that that supplier should be driven out of business.

Yes, I am angry at what this supplier has done to a great small company.

Here's an update. I have exchanged numerous e-mails with Stuart Powell the CEO of Cookshack. He was polite and responsive. I was sent another replacement smoker which I unpacked today. It has a door which is hanging down at a 20 degree angle. The right side of the door is 1/2 inch lower then the left side. This unit was to have been pesonally inspected by Mr. Powell. I don't expect a smoker to look like a Viking Oven, but I also don't expect it to look like it was made in a high school shop class. This is now the third defective SM045 that I have received. I'm really getting tired of unpacking, testing, and repacking smokers. There seem to be some real quality control issues at Cookshack.

Truck.

I'll make sure Stuart sees this. My concern is I'm pretty sure the smoker wasn't made with that issue, it might be something in shipping but I'm only guessing.

It's certainly not up to standards and is not a typical issue we've seen here in the forum.

I'll mention it directly to CS and see what we can find out.

Russ

Russ,
I appreciate your taking an interest in the problems I've been having. I was home for the delivery of this unit. The packaging was not damaged. The hinges are firmly attached. I'm sorry to say that it really does look like it came off the line, was inspected and shipped in this condition. I sent pictures to Mr. Powell and an e mail. No apologies, No further attempts to make things right. I guess at this point, he feels that Cookshack has already spent enough money trying to satisfy me.

Scott,

Sorry that I didn't apologize about this unit. However your email was pretty straight forward that you wanted the unit picked up and a refund. I would like to get the unit back here as quickly as possible as I have to figure out what happened to the door after I inspected it as it as prefectly straight when I inspected it.

Mr. Powell,
The unit is packed and ready to go. If you review the pictures of the unit I sent you, it's pretty clear judging by the nearly uniform space between the left side of the door and the smoker body that either the door or the smoker is not square. As to my e-mail to you; at this point after 3 failed attempts to get a smoker that looks and functions as it should, I honestly don't know that if I said I wanted to try again I wouldn't be back where I am now. I just don't see how what is wrong with the last smoker happened in transit. I am extremely disappointed in light of the fact that you said that you would personally inspect that unit before it was shipped. I just don't know what to do at this point.

I ordered an SM009 through an internet mail order company on 5/21/11.

The product was drop shipped directly from CS via FedEx ground. It arrived on 6/2. The box was damaged and it was apparent that the unit itself was damaged so it was returned.

I was sent another unit that arrived on 6/10. Again the box was damaged but this time is was taped so I had hope.

When I opened the box I found that this unit was also damaged. I'm waiting for the mail order company to resolve this.

I'm generally very patient and am really looking forward to getting my cooker so I'm not thinking of canceling my order. This is costing them money in damaged product and shipping costs and I'm sure they want to make it right.

Both of my boxes were damaged in the same spot. The reason for my post is to make CS aware that it appears that there is a problem with their packaging method and maybe their choice of shippers. Either that or I'm really unlucky.

Still patiently waiting.

I'll try to post photo's. The first two photo's are the first attempt the next three are the second attempt.

Can only add 1 photo it looks like so I'll have to tag them this way. 2nd pic of first box.

Can only add 1 photo it looks like so I'll have to tag them this way. This is the second shipment, the box is damaged in the same basic spot.

Can only add 1 photo it looks like so I'll have to tag them this way. This shows the hinge damage on the second shipment

Can only add 1 photo it looks like so I'll have to tag them this way. This shows the damage to the door from the second shipment.

One common thing with both shipments is that the latch was undone somehow and the doors were both damaged.

"Shippin happens!"

Hang in there. They'll get it right.

Hey Pog!,

My Momma always told me that anything worth having is worth waiting for...and a CS is no different.

If you would like to help some other CS future owners out, you might bring this to the attention of Stuart,CS's President. I'm sure he would love to see what is happening so they can try to fix this problem for any other customers. Your pics would sure be valuable knowledge for them to see for themselves.

If you would, since CS doesn't monitor the forum for customer support issues, their policy is to come to them direct.

You did a great job with the photos, I'd put them in an email, send to CS and talk with them direct.

quote:

photo5.JPG

I have sent them an email thanks. Some good has already come from this. After seeing the 009 I figured it was too small for ribs so I canceled that and ordered an 025. Hopefully I get it soon.

I was ready to pull the trigger on the 025 today but am having serious doubts after reading this and other forums. It sounds like they had a redesign at some point (no holes in the wood pan for example).

I wonder if the build quality has suffered as a result of this redesign. There have been some recent issues posted that are making me not want drop so much money on this smoker. Am I overreacting here or are my concerns valid?

byzandula,

The problem with forums is you hear more about issue than about the successes. Hard to read all 100,000 posts.

Have there been issues? Yes, from the post that you see, there are issues with some. But I wouldn't say it's a design issue or something. CS has always made adjustments to the designs over the years. Different heating elements, where the holes were or weren't. Just the nature of the business.

I'd just keep reading. Look for the model your interested and ask specific questions.

If you read long enough you'll see plenty of people love them.

But inform yourself like you are, ask specfic questions and we'll see what people respond with.

quote:

Originally posted by byzandula:
I was ready to pull the trigger on the 025 today but am having serious doubts after reading this and other forums. It sounds like they had a redesign at some point (no holes in the wood pan for example).

I wonder if the build quality has suffered as a result of this redesign. There have been some recent issues posted that are making me not want drop so much money on this smoker. Am I overreacting here or are my concerns valid?

I ordered mine in November of last year. I got it and was ready for Thanksgiving and did a test run. It would not work properly. Bill from tech support worked with me and sent me a part that I received 2 days alter. After putting it on, it didn't work and he sent me the second part which I had suggested to do at the same time. Long story short, took 1 week to get me up and running and I could not be any happier. Do not let the forums fool you.

This is just like on my motorcycle forum about issues with the bike. You hear of 25 people who blew out second gear and now everyone is scared and think it is a known problem. That is probably out of 20k bikes.

Order it up and you will not be disappointed. We ordered CS for the customer service as well as the quality.

What does it matter if there are woodbox holes or not as long as the smoker works as designed. These smokers work perfectly, and the few that don't get corrected immediately.

Manufacturers change design all the time. As long as the product performs, you're good to go.

oh then its all settled then .

Got my 025 today, just got finished with the initial smoke. I'm very impressed with the quality of the build and materials.

I've always judged a company not just by the problems I encounter but how they resolve them. So far I have no complaints, my issue was resolved with the minimum of BS.

Now for the real test, ribs tomorrow, brisket for the 4th. Maybe a shoulder in between. Might have to get bigger jeans.

quote:

Originally posted by JC123:
oh then its all settled then .

Actually it is indeed settled, at least for me. I got buy-in from the wife and just ordered an SM025. Very happy to be joining the club and look forward to many great meals cooked with the cookshack! Thanks for the input.

Good for Pog and byzandula too.

I think you’ll both be happy.

Pog your problem with the shipping may have been someone with a higher authority trying to tell you that you’d be much happier with a bigger smoker. Now don’t wait on getting those bigger pants

And just so you know, Cookshack doesn't sell pants.

Truckbutt,

Please know your issue is a complete anomaly. I'm not suggesting at all that you have no right to be angry - I would be too if I was in your shoes. I just want to encourage you to stick with Cookshack. Even the best have bad luck sometimes and you can be assured they're doing what they can to figure this out and correct it. You won't find another smoker with a better community and support (or better BBQ IMHO).

Todd

OK then. Get ready for some pretty darn good barbecue. You've got a great product with a great company standing behind it. The only problem you'll really have is figuring out what to smoke next.

I just wanted to give an update. I have had my SM025 for a little over a month now and I absolutely LOVE this smoker. I'm on my fourth smoke already and have done butts, ribs, and whole chickens. Do not be afraid of any redesign as I can assure you that this smoker will get the job done and do it very well. Thumbs up to cookshack!!!

Couldn't agree more, after the shipping issues were resolved the smoking part is doing great and that is what it's all about anyway.