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Smokeware= great service

caliking
caliking Posts: 19,780
in EggHead Forum
a couple of weeks ago, I commented in a thread about thermometers that my large dial Smokeware thermo had been wonky when I got it over a year ago. Never thought much about it, and it wasn't a priority since I had a working tel-tru thermo.

@Jeepster47 took it upon himself to put me in touch with Matt at Smokeware, and suggested I let him know about my issue. I figured I would at least get a replacement thermo , maybe a sticker or beer coozie too. Emailed them, in less than 18 hrs we exchanged a couple of emails , and a new thermo was on its way. Didn't have to send the old one back or anything. 

2 days later, I got this:


Hmmmmm. Why does the box have the new version of their ss cap in it? Must be a mistake. Wrote to Matt and told him I got the wrong order. He says no, it's for me to try out , and he would appreciate any field testing and feedback I could give him. 

Wow. Beats the heck out of a coozie. Even though I waited over a year before contacting him about the thermo. I'm a little embarrassed , but the cap will come in handy. I love the original version that I have, so I'm looking forward to cooking with the new one. 

Thanks Matt! And thanks to you too Jeepster - you got the ball rolling. 

#1 LBGE December 2012 • #2 SBGE February  2013 • #3 Mini May 2013
A happy BGE family in Houston, TX.
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Comments

  • blind99
    blind99 Posts: 4,974
    Cool! The cap is on my list of future add ons, and stories like this move it up. 
    Chicago, IL - Large and Small BGE - Weber Gasser and Kettle
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  • theyolksonyou
    theyolksonyou Posts: 18,459
    edited January 2016
    Matt has been bery, bery good to me as well. 
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  • bgebrent
    bgebrent Posts: 19,636
    Matt and his customer service is top notch.  You call the number, you talk to Matt, he gets it done.
    Sandy Springs & Dawsonville Ga
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  • Gamecockeggman
    Gamecockeggman Posts: 1,339
    I have a Smokeware cap and when I had questions, they were more than helpful.  It appears not all companies have lost sight of customer service.
    Go Gamecocks!!!
    1 XL, 1 MM
    Smoking in Aiken South Carolina
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  • RRP
    RRP Posts: 26,465
    +++ On Matt and his customer service!
    Re-gasketing the USA one yard at a time 
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  • stompbox
    stompbox Posts: 729
    A new version? What is new?
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  • dstearn
    dstearn Posts: 1,705
    The new version has the angled opening. I have it and it really helps with maintaining low and slow temps at 225 grate. 
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  • RRP
    RRP Posts: 26,465
    dstearn said:
    The new version has the angled opening. I have it and it really helps with maintaining low and slow temps at 225 grate. 
    yuppers...like this:

    Re-gasketing the USA one yard at a time 
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  • NPHuskerFL
    NPHuskerFL Posts: 17,629
    Met Matt locally several times. He's a class act along with the crew at Jax Beach
    LBGE 2013 & MM 2014
    Die Hard HUSKER & BRONCO FAN
    Flying Low & Slow in "Da Burg" FL
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  • caliking
    caliking Posts: 19,780
    blind99 said:
    Cool! The cap is on my list of future add ons, and stories like this move it up. 

    I would get it soon. I hated the DFMT and ceramic cap combo for a number of reasons. I don't even know where those things are now. Haven't missed them one bit. Probably the best money I've spent for egging so far.

    #1 LBGE December 2012 • #2 SBGE February  2013 • #3 Mini May 2013
    A happy BGE family in Houston, TX.
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  • Jeepster47
    Jeepster47 Posts: 3,827
    Hey, thanks for the tip of the hat ... happy to help.

    Matt is really one of the good guys in our BBQ world.  He seems to go overboard to not just please the customer, but leave them speechless.

    Washington, IL  >  Queen Creek, AZ ... Two large eggs and an adopted Mini Max

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  • caliking
    caliking Posts: 19,780
    @Jeepster47 - I think I did say something... along the lines of "WTF? Why is there a cap in the box??"

    #1 LBGE December 2012 • #2 SBGE February  2013 • #3 Mini May 2013
    A happy BGE family in Houston, TX.
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  • MaC122
    MaC122 Posts: 797
    thanks @NPHuskerFLfor the link! going there Thursday while I'm at work
    St. Johns County, Florida
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  • tfhanson
    tfhanson Posts: 219
    Be nice if he just sold the bottom part, so those of us with the old model could have the new model....
    Johns Creek, GA - LBGE and a some stuff
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  • texaswig
    texaswig Posts: 2,682
    That's a cool surprise. That's probably one of my next accessories. 

    2-XLs ,MM,blackstone,Ooni koda 16,R&V works 8.5 gallon fryer,express smoker and 40" smoking cajun 

    scott 
    Greenville Tx
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  • buzd504
    buzd504 Posts: 3,878
    tfhanson said:
    Be nice if he just sold the bottom part, so those of us with the old model could have the new model....
    I have the old model too, and I suspect I will be getting the new one before too long.
    NOLA
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  • blind99
    blind99 Posts: 4,974
    Alright then, spend my money! Work just won't let up, so this may be my reward. 
    Chicago, IL - Large and Small BGE - Weber Gasser and Kettle
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  • Chubbs
    Chubbs Posts: 6,929
    edited January 2016
    Bought my first smoke ware product from a dealer this weekend. The large dial thermometer. Looks great but I think the thing came dead. Won't get over 100 degrees. Didn't calibrate upon opening. Thought it would come calibrated with the other comments but guess mine didn't. This was in a 450 degree egg just now. :loser: 
    Edit- will try to calibrate in water later. If won't work guess I will call back the dealer or Smokeware if dealer won't help. Good looking product though. Love the big dial. 
    Columbia, SC --- LBGE 2011 -- MINI BGE 2013
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  • jaydub58
    jaydub58 Posts: 2,167
    I was very pleased with my original cap on my Large egg.  After I got my Kamado Joe Jr, I had inquired if a cap was coming for that size cooker.  When I spoke about it with Matt on the phone, he said not for some time, it was a whole new retooling.
    Then I heard that they had come out with a silicone adapter that would make the regular cap fit on the Small and the KJ Jr.
    I called Matt and talked to him about that and wound up ordering a new-style cap, a silicone adapter, and one of the color-face thermometers.
    The adapter does make the cap work great on the KJ Jr!

    I am a happy Smokeware customer!! 
    John in the Willamette Valley of Oregon
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  • blind99
    blind99 Posts: 4,974
    now i'm just disappointed...




    Chicago, IL - Large and Small BGE - Weber Gasser and Kettle
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  • RRP
    RRP Posts: 26,465
    blind99 said:
    now i'm just disappointed...




    that comment from SmokeWare itself or some dealer? Knowing Matt as I do he has more on order! BTW it is clearly worth the wait IMO.
    Re-gasketing the USA one yard at a time 
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  • blind99
    blind99 Posts: 4,974
    @rrp that's from the smokeware site. I'll give them a call. I'd like to buy direct. 
    Chicago, IL - Large and Small BGE - Weber Gasser and Kettle
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  • caliking
    caliking Posts: 19,780
    @Chubbs get in touch with Matt at Smokeware and he'll make it right. Mine was the same thermo - red,white, and blue with BBO on it. Was part of their original run I think. 

    #1 LBGE December 2012 • #2 SBGE February  2013 • #3 Mini May 2013
    A happy BGE family in Houston, TX.
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  • pinballLooking
    pinballLooking Posts: 127

    I used the SmokeWare new cap design today. I cooked ribs on my LBEG. 210 degrees I only made one small adjustment the whole time and it cooked for 6 hours.

    I like it the design and it looks good.

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  • Drkdante1977
    Drkdante1977 Posts: 23
    That stinks..  I bought myself an egg for new years and my ss cap,  thermometer, fish charcoal grate, and grate holders for my nest are coming tomorrow..  They will be a great addition to my Maverick, thermopen, and my woo..  Beyond excited
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  • Chubbs
    Chubbs Posts: 6,929
    To follow up on my earlier note on this thread and to echo the OP I contacted SW about my faulty thermometer. They shipped me out the new model today and sent me a tracking number. Not only did they make it right, but they made it right FAST. Top notch. 
    Columbia, SC --- LBGE 2011 -- MINI BGE 2013
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  • Chubbs
    Chubbs Posts: 6,929
    Chubbs said:
    To follow up on my earlier note on this thread and to echo the OP I contacted SW about my faulty thermometer. They shipped me out the new model today and sent me a tracking number. Not only did they make it right, but they made it right FAST. Top notch. 
    @RRP @caliking thanks for the suggestions. 
    Columbia, SC --- LBGE 2011 -- MINI BGE 2013
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  • kl8ton
    kl8ton Posts: 6,432
    I may have ordered the last one yesterday!  USPS says it will be here tomorrow.  That is just as fast as Amazon Prime.  Nice work Smokeware.  Can't wait to give it a try.  
    Large, Medium, MiniMax, 36" Blackstone
    Grand Rapids MI
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  • caliking
    caliking Posts: 19,780
    They are prompt - mine was sent out in a similar time frame. Less than 24 hours after I contacted them.

    #1 LBGE December 2012 • #2 SBGE February  2013 • #3 Mini May 2013
    A happy BGE family in Houston, TX.
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  • blind99
    blind99 Posts: 4,974
    @kl8ton I'm pretty sure you did!  

    I talked with matt today. They'll go back on sale in a few weeks but it'll be a few weeks later that they start shipping again. No caps for a bit! But hopefully free shipping for preorders. 
    Chicago, IL - Large and Small BGE - Weber Gasser and Kettle
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