I have had my smoker for 20 years and then recently in the last few months I noticed the temperature wasn't getting as hot as it used to. Then onc day the thermostat dial broke. There was no click and the internally mechanism must have broke. So I ordered a new one thinking that may have been the culprit why it didn't get as hot lately. I installed it but it still didnt get over 200 degrees. Then I called and spoke to Scott and he told me how to test the unit and spent like 20 minutes with me on the phone explaining how to check the thermostat and heating element. So I took his advice and tested it and then called him back and he thought that maybe it would be worthwhile to change the heating element. So I ordered that and installed it and it worked!!!! It gets just as hot as the first day I had it 20 years ago. To me this is the best customer service I ever had. And I think that these are the best smokers out there. Thank you, Scott!!! Great product and great customer service!