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50 replies

You're all kinder gentler more polite folks than this writer

FM Former Member
I got my Amerique this week and am not nearly as impressed as most of you seem to be with your machines. I'm not totally new to smoked food as I had a Lil Chief 30+ years ago that did great smoked trout and in conjunction with the odd scavenged stove or dishwasher box - put out phenomenal smoked cheddar. In 2003 I bought a Lang 48 Patio charcoal smoker which also puts out great food. Just a lot of work to tend for 12-14 hours for large briskets and butts so it was time for an electric. After ruling out the competition I bought an Amerique.

For around $1600, the Cadillac of home smoker/cookers comes with inadequate seasoning instructions.
After wasting time getting some fatty meat and following the written instructions - I, like many others apparently, am left with a cooker that looks totally unseasoned. So tomorrow I'll try again with higher heat, longer cook time and a slightly bent up element. If Cookshack knows about these issues why waste everyone's time and get people aggravated?
I don't care if the instructions are in crayon - but at least they should be accurate.

To me this is flat out an issue of being lazy. Reprint correct instructions.

Count the bolts for the casters. Don't send me 13 bolts that are 7/16' and 3 that are 1/2". No big deal but my shop is 1/8th mile from the house garage. I picked up a bolt, walked to the farm shop and got a wrench and socket. Came back and found that the correct size was 7/16ths. Not the 1/2" I had in my hand. Back to the shop. By now I've walked a 1/2 mile.
This kind of hardware cluster mess is what I would expect from the cooker sold at Gander Mountain for $150. This is what I might expect from the Chinese made competition. But from the Cadillac of cookers sold at a premium price? No way.

The welds on mine are in many cases horrible. If this was a Chinese made piece of junk - I would expect this quality - but for a top of line machine - no way is this quality. I would be embarrassed to put my name on these welds.

And the machine is constantly cycling, every few seconds when trying to hold that 200 degree setting. I don't know if that is normal or not.

As far as the money back guarantee and returning it. If it wouldn't cost $200+ to truck freight it back - I would seriously consider returning it - just because companies need to learn this isn't the way to do business.

By tomorrow or Monday I'll get the seasoning issue solved and will soon have some great shredded brisket to show and will probably be another devoted Cookshack fan. But cmon Cookshack. Check this stuff before you ship it out. It's your name on it. This isn't the way you build referrals and customer confidence.

I stand by my comments. Right now - I am not at all impressed.

Jeff
Dunnellon, FL
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cal 2cal 2Member
Aw yes, this is a fine place to vent your disappointment, but if you want CS to feel your anger,then I would suggest calling them.Period.

They do not monitor this forum, they would like to deal direct with the customer and the issues. They are not like the above companies, they would rather talk to the owner with the problem and fix whatever issues you have.

As for all of us, no way I'M sending back my smoker. I'm glad they provided this forum, so we can learn from others experience and how to make the best Que possible.

Sorry to hear about your problems, but keep us updated on how it turns out.
FM Former Member
Jeff,

I'm fine with the comments, you have every right. I'll help you get resolution.

You want a response? Call Cookshack direct, on Monday and tell them exactly what you said. If you'd read the forum before you started, you would have heard us talk about doing this during the weekdays incase YOU had issues so you could call CS immediately.

Taking shots at them via the forum is venting, but if you want resolution, just call them Monday.

ALL of your issues are most likely addressed in the forum if you want to read, but if you'd read the forum at all (even yesterday when I responded to a thread) you'd find the CS Customer Service doesn't read the forums.

Why?

Because they want to respond to you personally. Do you have issues? Yes. Do you deserve a response? Yes.

FWIW worth Jeff, in 10 years of the forum, I've seen less than 10 posts like yours (sorry, can't give a specific number as I'm not tracking). But I know for a fact, that if you contact them direct, you'll get resolution.

You spent the money, you deserve a direct response.

Just call CS on Monday.

If you want serious help now that you've vented, we'll help where we can.

As far as your issues, which I've listed her, I'm going list them, but you can call CS on Monday

Let's see your issues are:

1) ... inadequate seasoning instructions
2) ... bolt missmatches
3) ... welds
4) ... money back guarantee

1. I can address this one. How? what specifically was inadequate? The seasoning, just like a new lang or a new anything, takes time. It's not going to be black like a cast iron skillet until many, many cooks. Oh, and to be helpful, the seasoning isn't a requirement. You can still get fine, smoked food without it being 100% seasoned.

2,3,4 need to be address by CS to you direct.

Seriously, I heard your concerns and frustration, and keep in mind, I don't work for CS.

Call CS on Monday.
wheelzwheelzSmmmmoooookin'!
Any savvy businessman would not vent like this in a public forum. Sure it's disappointing to receive a faulty product but it happens, I don't care if it's Cadillac, Mercedes, Rolls or Porsche.

Call Customer Service Monday and vent to them like you vented here. Don't pull any punches. CS will make you happy one way or the other.

Personally, I think you should delete this thread. Your experience is far out-numbered by the successes.

Sorry you're so highly disappointed & dissatisfied.
FM Former Member
quote:
Originally posted by Wheelz:
.. Personally, I think you should delete this thread. Your experience is far out-numbered by the successes...


I'll tell you why I don't. I want any potential owner with an issue to know the preferred method by CS is to contact them direct. That there may be real issues and that CS will deal with you personally ANY TIME there are.

While some may agree or disagree with his issues, they're real issues to him.

CS will assist him tomorrow.

I hope that he'll come back and tell us his response.

We are a kindler, gentler forum, on purpose. It's reflective of CS and how they are as People and as a company. Unfortunately there are plenty of forums where flaming is too prevelent.
Q qnorthNear Traverse City, MI
Just one added note.

Although I have never had an issue with the two smokers I have purchased (008 and 055), I do not understand how their quality control can be so lax. Sorry, I had to say it.

Why does it bother me? Because I just ordered an 025 for my daughter, and I have my fingers crossed that a) the wiring will be correct when they put it together, and b) they won't have to deal with heating element problems.

I know that CS will make it right, and even if I have to get on the phone to read them the riot act on behalf of my daughter, I will do it.

But it's not right I should even have to worry about it. Their percentage of problems should be a lot lower than it appears to be from the reports on this forum. It's not that tough to get the wiring correct when you're making xxx of them a day.
P pagsMember
So how many complaints would other companies have if they even had a forum. All their complaints are private and one on one, not available for others to hear.

Can you imagine a forum on Toyotas? Wouldn't be any time to talk about the great barbecue, er, driving experience. From what I've read, Toyota's not even sure what really causes their acceleration. It's in the electronics, and they're not sure whether it's triggered by the car's radio or a cell phone. Can't imagine how long their forum list of complaints would be just on this.

Q. The experience can't be that bad if you're ordering a 3rd unit? I wouldn't worry about it. I think you're daughter's going to enjoy her smoker. AND she's got a great dad.
K kcso53Member
With any forum, there are going to rants and raves about a product. Unfortunately people, including myself want to vent about our purchase due to having technical difficulty right out of the box. Why, I'd like to know too. We all know and read it all the time, call CS directly and they will take care of the problem. I will and I do expect them to rectify the problem. All I have right now is a pretty stainless steel box. Hopefully once I contact CS, they will live up to their reputation and fix my problem or Jeffy's problem or anyone else.
P pagsMember
You missed my point. I expect quality from a $600 smoker just like I expect it with a more expensive product. I spend $35,000 on a vehicle where tens of millions are sold vs. hundreds, and I don't expect problems with that either. I especially don't expect to die from the purchase.

I could go into problems with other products but just making a point. No venue for airing complaints. We just deal with the manufacturer direct. So this forum lets us hear about the occasional smoker problem where we hear nothing about more significant issues with other manufacturers.
FM Former Member
Guys,

One thing I want you to keep in mind. CS rules are that issue need to be taken directly to them, not really aired in the forum as there frequently are just too many points, counterpoints, etc. Some in the past have been 100% user as well as some have been 100% CS.

CS POLICY is to go to the direct. The forum is all about being friendly and helping where we can, but we don't work for CS, we're all just experienced (to various degrees) and like to help when we can.

As I stated, there are plenty of forums out there for venting, complaining, being negative. We're not about that, we're about helping.

Moderator
T tomMember
Of course,the satisfaction isn't always there.

I think? I remember one individual,5-6 years ago that did return his.

Life is too short,or maybe too long,to be around something that doen't meet your wants,or expectations.

Sometimes we need to keep on looking?

Thus,Cookshack is always gracious in meeting the wants of folks willing to give them a chance.
FM Former Member
quote:
Originally posted by Jeffy:..And the machine is constantly cycling, every few seconds when trying to hold that 200 degree setting. I don't know if that is normal or not.
Hi Jeff. The good news is.. this on/off cycling is normal behavior for digital heater controllers once they get close to setpoint.

I have to agree with your comments about the instructons and check-off inspection. I also suspect, that in the long run, this smoker's performance and results will EXCEED your expectations.

Hopefully the unit looks a little better soon after the first meal or two...
Last edited by Former Member
FM Former Member
I can certainly understand the writer's frustration. I just received my new Amerique several days ago. I called CS with a question about the woodbox. That was resolved and it was suggested that I cook that first piece of meat to season the unit at 250 degrees. I put in a pork shoulder with liberal seasoning and let it rip for about 8 hours. DELICIOUS, but not as tender as I was expecting. It needed a couple more hours to be 'pullable". The only issue I had in putting the wheels on was there was one bolt the wrong size. Yes, this was a very expensive unit for a back yard enthusiast, but I have fallen in love with it and am looking forward to many years of great Q. BTW, quality oa assembly, welds etc. on mine was great. Any company can have a lemon slip by QC but I'll bet it will be made right.
T tomMember
Our intent is always to get folks over the "hump".

Like intial purchase cost,the many years of faultless service, seem to make folks completely forget the initial cost/startup glitch.

Think about the first weekend with the remote for a new flatscreen HDTV. Eeker

I think we have all pitched CS as the same as a new toaster,whether folks have ever cooked or not.Plug it in,invite 30 friends over,sit back and let FoodTV film our masterpiece. Roll Eyes

Any other smoker in the business,if you aren't experienced on cookers,and already a fine cook of all other cuisines,you are over in your head.

Most will quit,before they ever really get into smoking.
FM Former Member
I hope the problems and concerns all get handled.



HOWEVER, I have thought since my first opening of my very first cookshack that the easiest way to handle the seasoning issue is.......TO TAKE OUT THE SEASONING INSTRUCTIONS. The only way the thing ever gets truly seasoned worth mentioning is through cookin with it. So I say leave them out and perhaps replace them with a piece of paper that simply reads "happy smoking". Big Grin
bododiobododioMember
By contrast with the OP, my SM025 came with all the correct bolts and I had no trouble installing them according to the instructions. And I was able to successfully season, also according to the instructions.

It's true that the instruction book was not written by a Nobel Laureate, and the welds don't look like the ones necessary for a nuclear submarine. But I was able to assemble and season my smoker without problems, and the welds seem to be holding to the point where I'll probably have to include the smoker in my will. Wink Cool
C crazysmokinlarryMember
I purchased a Walther P99 about 6 years ago. About a year ago I went shooting and the side of the gun stock blew apart in my hand. No injuries, just a damaged gun. I was in shock. This was supposed to be built to last lifetimes and now was garbage. I called Walther and explained what happened. I sent the gun in for inspection and was given a brand new gun. A better model in fact.
All I am saying is when you have a problem with a product, call the manufacturer and work it out. You may be surprised with your results.
Who knows what Cookshack will do. Maybe, if you CALL COOKSHACK and post we will all be impressed.

Did your Lang get seasoned after one smoke? No! The first smoke is to burn off any residual oils and start the seasoning process.
The bolt thing, well we are all human.
The welds, well that can be debatable. If they are visible all the time and meant to be see,then yes they should look pretty. If they are underneath or inside and are ugly but structurally sound, then who cares you may never see them again. Don't get me wrong I would want all my welds to be perfect. It is a sign of quality. So if it bothers you enough, call them. I really don't think you want your money back.
Last edited by crazysmokinlarry
FM Former Member
quote:
Originally posted by SmokinOkie:
Jeff, did you contact CS and what was their response.


I did contact CS on Monday and their response was to bend the element up and raise the temp for seasoning. I "was" pleased to say that the Cookshack is now perfectly seasoned. I smoked a few mullet and they turned out great. Last night I put in 2 briskets and tried to use probe cooking but it wouldn't work. Kept beeping off to tell me it was done after 30 seconds. I finally gave up and removed the probe and went to regular timed cooking. I'll be calling again today.

P.S. Spoke to Tony after the probe problem - very helpful - hopefully a new probe and jack will solve the issue. On a positive note the first of the 2 briskets turned out great.
Last edited by Former Member
T tomMember
Not making excuses about the design,but a note about the history of it.

The CS cookers were like all others,and didn't have temp probes.

Smokin' taught us, over the years,to get wireless therms,check them out,with each cook.

The company had discussions and held surveys,to see if this would be a problem/extra unneccesary cost,distraction from actual cooking.

Many thought the newer cooks would spend an inordinate amount of time with the therms,others thought it could be a convenience-if approached appropriately.
Last edited by tom
FM Former Member
Wow!!! My 025 is supposed to arrive today and I am hoping mine will be right. I can understand the frustration and seems to me that forums such as this would be the ideal place to "vent". It seems to be a very friendly vent and was followed with a call to CS. One question I would like to ask, and I don't know the answer, is there not a QA person there that at least makes sure the bolts are correct, the door latches and the electronics are at least not D.O.A? Seems like that would alleviate a lot of problems. Then, all you should have would be issues caused in shipping. I wouldn't consider it venting when the info could be used by others and integrated by CS into their process.
T tomMember
I think what folks are saying is that "venting" here would accomplish the same thing as talking about a factory problem,on a specific cooker part from CS to the John Deere factory rep,Ben and Jerry's ice cream,Playtex bras,and shower shoes.

No one from Cookshack will ever see it.

No one here can help,and 98% really won't care.
They seem to be interested in cooking.

Cookshack will care and can do something.

Just a couple of thoughts.
FM Former Member
quote:
Originally posted by Tom:
I think what folks are saying is that "venting" here would accomplish the same thing as talking about a factory problem,on a specific cooker part from CS to the John Deere factory rep,Ben and Jerry's ice cream,Playtex bras,and shower shoes.

No one from Cookshack will ever see it.

No one here can help,and 98% really won't care.
They seem to be interested in cooking.

Cookshack will care and can do something.

Just a couple of thoughts.


Say that ain't so Tom!!! Somehow I am having trouble fitting that in the kinder/gentler peg hole!! Big Grin

I will say this, I am on a very large offroad site and the manufacturer of the unit we use leaves a couple of computers logged on to our site all the time. It is an excellent source of ideas and any issues will show up on the forum first. While I don't disagree with the "call CS" advice, I find it amazing that a valuable source of info on your product would go unutilized by any manufacturer, especially in this day and age. There are too many imitators out there and the customer these days are very demanding. There is an old saying that is very true and applies here, "you never get a second chance to make a good first impression". I think a combination of "call CS" and CS monitoring all the time would be ideal.
FM Former Member
Speaking for Tom (which i do sometimes) I think he was trying to point out that when someone has service issues, we can't really help.

We can guess, make suggestions.

But we can't help like CS can when you go direct.

As for the 98% that won't really care, it's just an apathy thing. Almost 10,000 members, the ones that DO care will try to help. As proof of that look how many have tried.

As I've suggested, if you have question about your order and what you received, CALL cookshack direct. They don't monitor the forum. That's the only way they'll get the right feedback, direct from the customers. They don't routinely monitor the forum.
FM Former Member
OK, the best use of the "Directions" is tossing them in the fire box and use them for seasoning... Best choice? Educate on the forum. I bought a new AmeriQue a few weeks ago after at TON of research. Read the directions and chucked them. Seasoned got a great color inside and have made in my opinion some great Q so far
I have a few points to make here and am used to being being controversial.

Am I totally happy with the construction? No, Helen keller made some welds on the unit. Great Q, Yeah, but I am a rookie.

I GET that Cookshack will fix all of the issues you have after you get one, awesome.
How about CORRECTING before a customer gets them? There is a novel idea. The bolts? Unforgivable, seriosly, get some quality control and you would no have to fix it.

As far as not being able to air any concerns? Where the heck are you going to air them if not here? I get the "rules" but if you cannot take the heat get out of the smoker.
Bottom line, fix the process, fix the problem.

My.02 from a "savvy" business man... Really, no kidding. If it is important to to you it it should be typed, get it out there, let it rip.

This has zero to do with SAVVY and averything to do with SATISFACTION. Oh and by the way, participate in your own success, educate yourself.
FM Former Member
I have learned a lot just reading through the site and no doubt there is a ton to learn on the process. Best of all is having some buddies who own C.S smokers and we can all try different things to see what works best. My unit arrived yesterday and thankfully, I didn't have to call CS for anything! Smiler I agree though, if the problems become a pattern, I am sure someone at CS will chime in. I think they drop in more than you think, I know I would if I owned or worked at CS!! The biggest thing is for folks to realize that just because there are some pointing out problems, that does not mean they are bashing CS. On the contrary, we all are so proud of our units and just want the company, an American owned and operated company, to do well and not drive anyone to buy Chinese junk. Even in criticizing CS, all of us I feel are still their biggest supporters. Call it constructive criticism!
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