Contact Pit Boss Customer Service

We couldnt resolve the problem still not sure what to do still having the same problem with no solution with the new Pit is unpleasant

They are working on it so I got to give them time I have not received my part yet but they said it was on the way

total disappointment poor quality and even worse support
i bought the pit boss pbv6ps3 $899 expecting a reliable smoker, but it completely failed after limited use. it just stopped turning on, no power at all.
i called customer support and was on hold for over an hour. when i finally got through, i was walked through their so-called 5-year warranty process. spoiler: it's a joke. instead of sending out a technician or replacing the defective unit, they expect you to disassemble the smoker yourself. they send out self-fix videos and ask you to remove the power supply and control board all while on a video call with a support rep who was clearly unfamiliar with the process and was looking things up along the way.
their fix process? they'll mail you one part at a time starting with a new power cord. you replace it, reassemble, test it, and if it still doesn't work, they'll then send the next part. this continues until, hopefully, the issue is fixed. it's a frustrating, drawn-out trial-and-error approach, and they make it as difficult as possible at every step.
i even asked if i could just buy a new control box (where the power cord and controller live), but couldn't get a straight answer or a price. i didn't expect a brand-new smoker, but i did expect them to take responsibility and offer a professional resolution. instead, the burden is entirely on the customer to troubleshoot and repair their poorly built product.
bottom line: this is an absolute joke of a company. avoid at all costs. i have tossed this in the trash and will find another company.

I've used pit boss for many years and got a copperhead for my birthday/xmas gifts from my kids. I had problems from the start the grille would not connect to the internet.

Furthermore, I tried uninstalling the app and redownloading I couldn't get it to work. Kind of chocked it up for the time being it had been cold maybe stuff wasn't working right ok. But then the last day I used it I set a brisket out to smoke at 220. I went out and checked after it had started a few hours later and the temp was at 350.

I quickly pulled the brisket and turned it down and start d the process over. A few hours later I smell smoke and go and check and there is a 2-3 foot flame shooting out of the stack. I quickly open it with water to put it out and realized it was grease and went to close the door back, but the flames were too big. I called and explained to pit boss and the lady said someone will call you back.

It was three days before the 90 product return window and no one called so I called back. They had me plug in the unit and go through all kinds of test and the temp did it again with the guy on the phone. He said ok we can send out a new control unit and door. I said the cabinet is ruined as the smoke from the rubber seal filled the cabinet making the walls filled with toxic residue.

They guy said well we dont do that I said ok its inside the 90 days I want my money back. Now they tell me I have to go to Walmart and Walmart says I have to go to pit boss. So I'm out over $500 with and extended warranty on a unit that burned because of a fault in the board, and they won't replace it as the boards can't change temp. Well if it can't change temp then why would you send a new one.

Then the guy tells me the cabinet temp was that high from the fire now the temp was hotter than the 350 it auto set itself to causing the meat to sweat and start a grease fire. Hands down the worst experience ever.

Went to the local grille store to ask for a reps contact if they had it and they stopped selling pot boss 3 years ago due to poor customer support. Never will by another pot boss and plan to scrap my platinum later this week horrible people to deal with on the phone.