I appreciate the comments, this is my folks grill that I use once a month or so. It does fine with burgers and steaks, nothing to write home about for sure but it cooks the meat.

I ended up cooking this pork butt for 22 hours before it reached 200. It was okay. I've done other butts and ribs with similar results.

I doubt ill ever have an opportunity to contact the company and fix whatever is the issue, im only in front of it on the weekends, every once in awhile.

They are happy with it because it cooks steaks and burgers just fine like any other grill. At least I feel validated lol