Pit Boss Grills — Professional Guide to Customer Service, Troubleshooting, and Warranties

As a service technician with field experience on pellet and gas grills, I’ll walk you through how to get the fastest, most effective support from Pit Boss (brand resources: pitboss-grills.com). This guide explains exactly what to prepare, realistic timelines, common failure modes, and escalation steps so you spend less time troubleshooting and more time grilling.

This document focuses on precise, actionable steps: where to find model/serial numbers, what diagnostic photos and short videos to capture, expected response and repair timelines, and how to handle warranty and retailer claims efficiently. Read each section fully and use the checklist to speed up any customer-service interaction.

How Pit Boss Customer Service Typically Works

Pit Boss provides support through its official website (pitboss-grills.com), retailer channels (Home Depot, Lowe’s, Walmart, Amazon), and authorized service centers. In practice you’ll start at the website or the retailer where you purchased the unit—retailers often handle returns/exchanges for the first 30–90 days, while manufacturer support handles warranty repairs and parts after that window.

Expect an initial acknowledgement from Pit Boss within 24–72 hours for online submissions and phone inquiries. Typical manufacturer diagnostics and decisions (repair vs. parts replacement) take between 7 and 21 business days; if shipping parts or sending a unit to an authorized repair shop is required, total resolution can extend to 2–6 weeks. Document every exchange (date, rep name, ticket/RMA number) — you will need those details if escalation becomes necessary.

Preparing to Contact Support — Exact Data to Have Ready

Before you call or submit an online form, gather the following. Locate the model and serial number (usually on a metal plate under the hopper, on the back panel, or inside a side access door). Note the purchase date and retailer, and have a copy of the sales receipt or invoice (PDF or photo). Support will also ask for the exact model name (e.g., “Pit Boss 700FB Pellet Grill”) and any error indicators (LED blink patterns, error codes on the digital controller).

Capture evidence: a short video (20–60 seconds) showing the symptom, two clear photos of the serial tag and the entire unit, and a written chronology of what you tried (cleaned firepot, reset controller, changed pellets). If you did any electrical checks (see troubleshooting section), note voltage readings and fuse status. Upload these files to the support portal to avoid repeated requests for the same information.

Support Preparation Checklist

• Model & serial number: photo of metal tag (location: hopper base or back panel). Digital copy of purchase receipt (date, retailer).
• Short video (20–60s) showing symptom and controller readout; include ambient temperature and pellet brand/type.
• List of steps already taken (cleaning, resetting, pellet changes) and exact error behavior (LED blink rate, audible auger sounds).
• Preferred contact method and timezone; request ticket/RMA number and estimated timeline on first contact.

Common Problems and Practical Diagnostics

Pellet grill issues are the most frequent support cases. Typical categories: auger/hopper feed jams, ignition failure, controller malfunction, and temperature probe drift. Start with these diagnostics: 1) verify mains power (110–120V) at the outlet with a lamp or multimeter, 2) remove pellets and check for bridges/obstructions in the auger, 3) check the igniter for visible damage, and 4) run a “clean burn” cycle (empty hopper, run at 350°F for 20–30 minutes) after clearing debris.

For temperature accuracy, use an external probe thermometer positioned next to the built-in probe. Expect a controller variance of roughly ±10–15°F under steady-state conditions; larger deltas indicate probe failure or control board issues. If the grill does not reach setpoint despite steady auger/igniter operation, document the steady-state internal temp, pellet brand, and the duration of the attempt — those specifics shorten diagnostic time with support staff.

Warranties, Parts, and Repair Logistics

Warranty terms vary by model; you must reference the specific model manual or Pit Boss warranty page on pitboss-grills.com for exact coverage. Manufacturer claims typically require proof of purchase and the unit serial; authorized repair usually requires an RMA and may specify shipping instructions. Be prepared: many repairs require the grill to be boxed or transported to a designated service center, and manufacturers often require customer payment for outbound shipping if the failure is deemed non-warranty.

Replacement parts (igniters, temperature probes, controllers, hopper motors, grates) are sold through Pit Boss parts channels and major retailers. Typical part lead times for common replacement parts are 3–14 business days if in stock. If a control board or motor is required, confirm whether the part is covered under warranty or quote a repair cost estimate up front — request written confirmation of any out-of-warranty charges before proceeding.

Escalation, Retailer Returns, and Consumer Remedies

If first-level support does not resolve your issue within the times communicated, escalate: ask for a supervisor, request written confirmation of the next steps and the target completion date, and ask for an RMA number if repairs or returns are necessary. If you purchased from a large retailer (Home Depot, Lowe’s, Amazon), they can often process exchanges or returns more quickly than the manufacturer for units within the store return window (commonly 30–90 days).

If a warranty or repair dispute remains unresolved after documented escalation (typically 30–60 days from first contact), consider filing a complaint with the Better Business Bureau or your state consumer protection office, and contact your credit card company about a dispute if you paid for repairs or replacement that weren’t performed. Keep all correspondence, photos, videos, receipts, and RMA/ticket numbers — they are essential for any formal consumer action.

Final Professional Tips

Maintain a basic service kit: a small spare igniter assembly, an extra temperature probe, a tube of high-temp food-safe silicone (for small gasketing), and a handheld digital thermometer. Schedule an annual deep clean: remove and vacuum ash from the firepot, brush and oil grates, and inspect hopper seals and the auger for metal shavings or insect debris. These preventive steps reduce support calls and extend the life of your grill.

When contacting Pit Boss or a retailer, be concise and provide the checklist items up front. Clear documentation cuts average resolution times from weeks to days. For the most current warranty and contact instructions, always start at the official site (pitboss-grills.com) and follow the manufacturer’s support portal or the retailer return policy for the fastest outcome.

How do you call Pit Boss?

Conversation. You can ask a Pit Boss rep at the event or call customer service at 877-303-3134.

What is the life expectancy of a Pit Boss grill?

I live in Florida and use my Pit Boss 5 days a week all year. I wear them out in about 5 years. 6 years and the board is bad. 5 years not a problem.

How do I contact Pit Boss Grills?

Any purchase made through PitBoss-Grills.com or via phone may be cancelled if the order hasn’t been processed or shipped. If an order that you have placed needs cancelled, please call our Customer Care Team at 480-923-9630 as soon as possible of purchase.

Does Pit Boss have a lifetime warranty?

PIT BOSS WARRANTY CONDITIONS
Dansons carries a five (5) year warranty against defects and workmanship on all parts, and five (5) year on electrical components.

Does Pit Boss have good customer service?

And camaraderie among Pit Boss owners pit Boss doesn’t rest on its laurels. They actively seek customer feedback.

Are Pit Boss smokers made in China?

It’s good for those who want to sink their teeth into the pellet smoking experience… But also don’t want to spend an arm and a leg to do so. Today, Pit Boss is headquartered in Phoenix, Arizona. Manufacturing of all Pit Boss products takes place in China.