I'd like to share a really positive experience I had with the grainfather teams response to an issue I had a few days ago.
When doing a stepped mash the other day, I noticed that it was taking between 3 and 4 minutes per degree to heat up between steps. This was weird becuase normally its around 1 minute 20 or so. This was with both elements turned on on the controller.
It turned out that when the switch at the base of the kettle was set to ‘mash’, switching the switch on the control unit between the settings marked with a | and || did nothing, i.e. when it was set to ||, the bigger element did not turn on.
However when the switch at the bottom of the unit was set to ‘Normal’ (bypassing the control unit), both elements function as expected. Looked like the element switch on the controller was stuffed. I ended up just witching between 'boil' and 'normal' at the base of the unit, when changing temps so the mash didn't take all day.
I sent this info to the guys at Grainfather directly via email and they had a replacement control unit in an express post bag and on its way to me the very next day, no questions asked.
Super great customer service.