The heating element recently failed on my Original smoker. It turns out that there was a problem with elements supplied by a previous vendor; they're using a new vendor now and feel the problem has been resolved. Of course, my element failed on a Saturday when I had the smoker full of freshly caught fish. I called customer service on Monday. A human being answered almost instantly and handled the situation politely and promptly with no hassles. My smoker was still in warranty, so the element was sent out at no cost by Express Mail.
From what I've seen, Bradley's reputation for good customer service is well deserved.
Don Abrams
Ocean Springs, MS
top notch service from them :)