Platinum support is offered across the whole Masterbuilt range. When comparing us on price this is very important to consider, aftercare is extremely important to us.
When you buy from Prosmoke, we feel you should be supported by us and the BBQ manufacturer in partnership.
The current system in place for BBQ shops is they do not have to offer support, they simply have to direct you back to the manufacturer for any warranty and support issues.You are then dealt with directly through the manufacturers call centre.
Warranty claim/ Faulty Part
In the event you need to report a warranty claim the following procedure needs to be followed.
- Email email@example.com with full details of the issue. We maybe able to offer advise that resolves it right away.
- If parts are needed we will ask you to log it with Masterbuilt UK (https://uk.masterbuilt.com/pages/contact-us). We give you the information and part numbers to pass to them in the case detail, this way you won't get asked the same diagnostic questions twice.
- At this point we can issue the part from our or their inventory, this process normally takes 2-5 days
Any Damage to the pallet, or items on the pallet, need to be pictured and the item signed for as damaged.
Call or email us right away to discuss, the phone lines are open from 9-3pm Monday to Friday, but email is monitored around the the clock, and often the best method: firstname.lastname@example.org.
You can proceed and put the BBQ together, if parts are required these will be sent out or the Masterbuilt replaced, all at our cost.
You won't be expected to try and get the items back in the box if a return is needed, we can pickup a loose pallet of items, the driver will re-wrap the pallet for you.
We absolutely want you to have the best experience with this phenomenal product. If you have any further questions please don't hesitate to contact us.
Product Improvement Suggestions
We are always keen to hear you product suggestions and have direct channels to feed it back to Masterbuilt.
you can email email@example.com