That's odd because I have called the BBQ guru and gotten someone each time. I suggest you give them another call on monday. In my opinion, their customer service is top-notch. Now they did have an issue with their website but has since then gotten that corrected. If you still can not get any help, give me a call and I can see if I can get ahold of Bob myself for you. PS. I don't work for the BBQ Guru but I know their product is one of the best ones out there. Thanks Buster Davis, augusta GA. 706-691-3299. Thanks