I am very pleased with the help and support SnS has given me with my new kettle. My first issue came during assembling the kettle. The lid bale wire assembly had striped threads so I could not mount it. Timing of the problem was an issue because I received the grill on a Friday. So I emailed them on Friday, but knew they would not respond until the following Monday. Which they did and immediately, without me requesting it, shipped a new bale assembly.
Now, in my attempt at using a vortex to cook chicken thighs, I eventually noticed that the dome thermometer seemed off. Using my Fireboard ambient probe, I saw that the grate temp (per the FB) was showing over 130* higher than the dome. I realize that there would always be a variance, but this seemed inordinate. Again, I emailed SnS just pointing out what I saw and asking what they thought. 24 hours later, without any back-and-forth, they are shipping me a new dome thermometer!
Of course, there is always the very strong possibility of User Error (that's me!), but the folks at SnS have my very heartfelt thanks! Would all my technical woes be handled with their spirit of service!
Now, in my attempt at using a vortex to cook chicken thighs, I eventually noticed that the dome thermometer seemed off. Using my Fireboard ambient probe, I saw that the grate temp (per the FB) was showing over 130* higher than the dome. I realize that there would always be a variance, but this seemed inordinate. Again, I emailed SnS just pointing out what I saw and asking what they thought. 24 hours later, without any back-and-forth, they are shipping me a new dome thermometer!
Of course, there is always the very strong possibility of User Error (that's me!), but the folks at SnS have my very heartfelt thanks! Would all my technical woes be handled with their spirit of service!
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