Had the griddle for just a short period, first cook was awesome.

However I ordered through the website and the service was terrible.    

1.   No confirmation that the order was ever received from PitBoss.com.  ONly confirmation was monies removed from account.  
2.  after about 10 days created a support case that has yet to be responded to.  Again not even the customary "do not reply your support case was created". email.  LOL  pathetic.
3.  The griddle arrived unexpectedly, with some minor shipping damages.   Mostly a few scratches, bent handle on the shelf and cover, and bent latch.  These likely caused by packaging.. looks like the box may have set on a side and just the weight of the package caused the damage.

But otherwise as I said first cook was great love the food.  In general love the pitboss product.  But I'll do my best not to order directly from them and likely through another retailer.