Platinum Support – Included with Every Masterbuilt
Platinum Support is included across the entire Masterbuilt range sold by ProSmoke.
When comparing prices online, this is an important difference to understand. A Masterbuilt barbecue is a serious piece of kit, and long-term support matters just as much as the product itself.
When you buy from ProSmoke, you’re supported by us and Masterbuilt working together — not passed from pillar to post.
What Makes ProSmoke Platinum Different?
Many BBQ retailers simply sell the product and direct customers straight to the manufacturer if something goes wrong.
That usually means:
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Call centres
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Repeating diagnostics
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Long response times
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No direct support from the retailer
That’s not how we work.
With Platinum Support, ProSmoke remains your first point of contact, and we manage the process alongside Masterbuilt to get issues resolved quickly and correctly.
Warranty Claims & Faulty Parts
For quality assurance and consistency, all replacement parts are dispatched directly from Masterbuilt.
This ensures:
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Genuine, factory-approved components
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Latest part revisions
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Full warranty traceability
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Consistent quality control for every customer
How the process works:
1. Contact ProSmoke first
Email sales@prosmokebbq.co.uk with full details of the issue.
In many cases, we can diagnose and resolve the problem immediately.
2. Manufacturer log (guided by us)
If parts are required, we’ll ask you to log the issue with Masterbuilt UK:
https://uk.masterbuilt.com/pages/contact-us
We’ll provide:
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Correct part numbers
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Clear fault descriptions
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All diagnostic details
This avoids duplicated questions and speeds everything up.
3. Parts dispatched by Masterbuilt
Replacement parts are shipped directly from Masterbuilt’s UK distribution, with most issues resolved within 2–5 working days.
Throughout the process, ProSmoke stays involved until everything is sorted.
Delivery Issues – You’re Covered
If your delivery arrives with any visible damage:
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Photograph the pallet and any affected items
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Sign for the delivery as damaged
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Contact us immediately
📞 Phone lines: 9am–3pm, Monday to Friday
📧 Email (preferred): sales@prosmokebbq.co.uk – monitored regularly, including out of hours
You can still proceed with assembly if you wish.
If parts are required, they’ll be dispatched directly from Masterbuilt, or the unit replaced entirely — at our cost.
If a return is needed:
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No need to re-box the barbecue
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We can collect loose items on a pallet
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The driver will re-wrap everything for transport
Product Feedback & Improvements
We actively welcome feedback.
As a Platinum Masterbuilt dealer, we have direct channels into the brand, allowing us to pass on real-world customer insight and product suggestions.
📧 Email us anytime at sales@prosmokebbq.co.uk
Reviews
You can find more reviews for our platinum support below:
Facebook Page
Trust Pilot
Or the various BBQ groups on facebook:
Masterbuilt UK Fans
Country Wood Smoke UK
British BBQ Society