Customer Support (FAQ)
Q: I just tried my new smoker on a small pork loin and after 4 hrs. the inside temp of the meat only reached 121 F. What's going on?
True North smokers are not designed to "cook" meat but to smoke and to dry. They operate best as designed, at about 160 degrees F.
When smoking a roast, impart the smoke flavour with a pan or two of wood, then remove from the smoker and finish in your oven or BBQ. These and other instructions are in the True North Operations Manual (PDF) and recipe book received with your smoker purchase.
Q: I am not getting any heat from my smoker, what should I do?
A common problem that is overlooked is a tripped breaker when using a GFI (Ground Fault Interrupter) outlet. Try to reset the breaker, or try another outlet. Click here for more information (PDF Download).
If the problem is not breaker related, you may need to replace the element. The element is easily removed and replaced if there is a problem with its performance. Wear protective gloves as the metal parts can be sharp.
Ensure that the smoker is unplugged and the element is cool. Bend back the tabs that hold the element down to the floor. Grasp the element where the two, straight ends enter the element box. Pull the element out of the element box by wiggling and squeezing lightly. Remove the two wire leads from the element terminals. Secure the leads so they don’t slip back inside the box. To install the replacement element attach the leads to the new element and reverse the process outlined above.
Q: I need a new part for my True North Smoker. Where can I purchase it?
Replacement parts can be ordered from our factory and will be mailed to you directly. Parts available include wire racks, drip and chip pans, electric cords and elements. Click here to order your part online. (Note: You will be re-directed to www.shoplenthompson.ca).
Q: What is covered under the True North Smoker 1 Year Limited Warranty?
The True North smoker is warranted for a period of one year from the date of purchase against all defects due to materials and workmanship. If a component fails within this period, return it to us prepaid along with a full description of the nature of the problem. If the component is found to be defective, a new component will promptly be shipped to you.
Q: What do I need to do to take care of my True North Smoker?
Very little maintenance is necessary to ensure trouble-free operation of your smoker. However, these tips on cleaning and care may help extend the life of your smoker:
Q: I'm noticing that my True North Smoker is not working very well. What should I look for?
If your smoker is not performing as you feel it should, please download the True North Operations Manual (PDF) and see "Troubleshooting" (page 4). If the problem persists, please contact us.
Q: I cannot find your products with the retailers you listed, what should I do?"
Sometimes retailers completely sell out of our products. Also, certain stores within some retail chains simply do not have the storage space to stock all of our products. In both of these cases, they should have the ability to order our products in from their warehouse to meet your request.
If you are still having trouble locating our products (such as our very popular Sweet Pepper, Original and Hot Barbeque Jerky cures), visit the Len Thompson online store.