Memphis Grills Customer Service — expert guide

Overview of Memphis Grills customer service philosophy

Memphis Grills is positioned as a premium pellet grill manufacturer with an emphasis on stainless construction, Wi‑Fi/BT controllers, and modular upgradeability. From a customer service perspective the company focuses on three pillars: warranty processing, parts availability, and technical support for electronic controllers and firmware. Knowing how Memphis organizes those three areas lets owners reduce downtime and keep grills in service for 7–15 years or more with routine maintenance.

This guide is written from the perspective of a technician and frequent service agent: it explains how to reach support, what documentation to gather, the most common failure modes, estimated parts costs, turnaround expectations, and how to handle an out‑of‑warranty repair. Wherever I give dollar ranges or times I label them as approximate and base them on typical U.S. service experiences in 2022–2024.

How to contact Memphis Grills support and what to expect

The primary entry point for questions, warranty starts, and parts ordering is the official website: https://www.memphisgrills.com. Use the “Support” or “Contact Us” links on that site to open a ticket. Memphis also uses dealer networks and authorized service centers for warranty repairs; if you purchased through a dealer, begin the conversation with them because many dealers handle initial diagnosis and warranty authorization.

Typical response expectations: submit a support ticket with photos and expect an initial reply in 24–72 hours on business days. If you need expedited assistance (e.g., grills used in commercial settings or events), clearly mark that in the ticket and include purchase proof and serial number; dealers and warranty teams usually prioritize such requests. For phone contact or specific service-center locations, the website provides the up‑to‑date contact numbers and local authorized-repair listings.

Warranty coverage, registration, and proof of purchase

Warranty coverage varies by model and by component. Many pellet grill manufacturers (including Memphis in its product literature as of 2024) separate structural warranties (body and frame) from component warranties (electronics, igniter, auger motor). Common patterns you will encounter: 3–5 year coverage for electronics and sensors, and extended or limited lifetime coverage for the stainless grill body on certain models. Always check the specific warranty page for the model you own and the date/version printed in the manual.

Register your grill online within 30 days of purchase if you want the smoothest warranty experience. Registration links are typically on memphisgrills.com/pages/warranty (or the Support area). The most important document for a warranty claim is a clear proof of purchase (retailer invoice, receipt with purchase date, model, and serial number). If you bought from a marketplace with multiple sellers, keep the order confirmation email and the seller name—warranty teams use that to verify authorized distribution.

Preparing a warranty claim — documentation and examples

When preparing a claim, be methodical: the faster support can verify condition and purchase, the faster you will receive a replacement part or repair authorization. Photograph and document everything before you disassemble components. In claims involving structural damage, take wide shots showing model and close shots of the serial number plate, manufacturing label, and the specific defect area.

• Essential items to include in a ticket: model name, serial number (located on the back or frame crossbar), date of purchase, dealer name, three clear photos (serial plate, overall grill, close-up of damage), a short video of the fault if electronic (controller reboot behavior, error codes, auger jam noise).
• Optional but accelerating items: order invoice PDF, prior communication threads, part numbers (if you removed a part and have its stamping), and a written description of actions tried (reset, firmware update, fuse check). A complete initial ticket can reduce follow-ups from days to hours.

Common issues, step‑by‑step troubleshooting, and typical repair costs

Repeatable problems for pellet grills fall into a few categories: feed/auger jams, ignition/igniter failures, controller or connectivity problems, and smoke temperature calibration. Troubleshooting sequence for electronics: 1) verify firmware and app connectivity, 2) perform a power cycle and check fuses, 3) swap or test the thermistor/RTD in a spare channel if available, and 4) if failure persists, prepare a video showing the error code for support. For mechanical issues like auger jams, empty the hopper, inspect pellets for bridging or fines, and test auger spin with power off to ensure free rotation before powering up.

• Common parts and approximate U.S. retail costs (approximate ranges, 2022–2024): controller board or touchscreen $200–$450, auger motor $60–$150, igniter rod $25–$60, temperature probe/RTD $20–$60, grill grates $80–$250 depending on material and model. Shipping and lead times for in‑stock parts are typically 3–7 business days; special-order items or backordered electronics can be 2–6 weeks.

Parts ordering, authorized repair, and best practices for long life

Order original manufacturer (OEM) parts when you can; they preserve controller compatibility and firmware functionality. If an OEM part is unavailable, request guidance from support about approved third‑party equivalents. Keep a maintenance log with dates for pellet changes, burn pot cleanings, and part replacements—this helps spot wear trends and is useful if you ever transfer warranty responsibilities when selling a used grill.

Finally, for any out‑of‑warranty work, get a written estimate that lists parts, labor hours, and shipping. Typical bench labor for electronic diagnostics is 0.5–2.0 hours. For field service by an authorized technician expect a higher hourly rate but faster diagnosis. Use memphisgrills.com to find parts lists, user manuals, and authorized dealers; keeping models and serial numbers handy will make every interaction with customer service faster and more effective.

Are Memphis grills made in the USA?

Big, bold, and made in the USA. Memphis Wood Fire Grills are more than pellet grills. With the skill to cook at temperatures from 180°F to above 700°F allows users to bake, smoke, sear, and roast their food to perfection.

What is error code 2 on Memphis grill?

ERROR 2: Grill could not reach set temperature or could not maintain set temperature.

Who bought out Memphis Grills?

Superior Equipment Solutions
Memphis Grills: In 2023, Superior Equipment Solutions acquired Memphis Wood Fire Grills, officially welcoming it as the newest brand in the SES family. With over a decade of serving grilling enthusiasts, Memphis Grills has earned its place as a leading pellet grill brand.

How to reset Memphis grill?

Memphis Wood Fire Grills Wi-Fi Reset Procedure

1. Go to Wi-Fi screen on ITC and turn off Wi-Fi.
2. Unplug power to the grill without turning the grill off.
3. Leave unplugged for 60 seconds, then plug grill back in.
4. Turn grill on, go to Wi-Fi screen, turn Wi-Fi on and press “Setup” immediately.

Is Memphis Grills still in business?

In the end, we are pleased to know the Memphis brand will continue under the ownership of Superior Equipment Solutions.” Memphis Wood Fire Grills (memphisgrills.com) offers a premium line of patented wood fire grills.

What is error 3 on Memphis grill?

An Error 3 means that the grill, for one reason or another, has lost power during the cook; the grill was either unplugged in the middle of a cook or there was a power outage.