There may be a better place to post this, but I just wanted to say something good about the customer service I just received. I've used my Big Chief smoker for 15 years now. I was smoking fish last weekend and the end of the cord where it plugs into the back of the smoker melted completely. So useless cord, and because of the hardened plastic inside the receptable, useless smoker shell. I emailed the manufacturer yesterday to ask why that happened. They said that if you don't push the plug in all the way, it can overheat. Then they asked for my address so that they could send me another shell. I'll just need to reuse the old rack and smoker pan. In this day and age of bad customer service, I just wanted to relay this experience. Also, to let everyone know that the plug needs to be pushed in securely.