My email to Treager about custom cooks, and the new app update.

Bruce N

Member
Joined
Apr 16, 2020
Messages
53
Reaction score
14
Points
8
Location
NEW JERSEY
Grill
Pro 780
Wrote an Email to Traeger concerning losing the custom cooks, and not getting the update to get the grill up to 500 degrees. I do have to say that Traeger does do a great job with customer service, and the reply did surprise me, because I really thought they would maybe read it and then deep six it. So will post the Email to them first, then the reply from Traeger...

Not sure what to think about Traeger anymore. Purchased a Pro 780 a few days before this update, an over $1000 purchase, and loved it. Then just a few days later I find out about this upgrade, and how now my grill will reach 500 degrees for some great searing. Well no upgrade on the Traeger, non on the App, and I lost all my custom cooks, which is one of the reasons I upgraded. You have really dropped the ball on this Traeger. I want my custom cooks back....

Now their reply


Hi Bruce,



Thanks for reaching out. Custom cook cycles were not included in release for the new app. Here is why. When looking at cooks both custom cooks and manual, the usage rate for user created custom cook cycles was extremely low, I'm talking less than 1% of total cooks. Sending the string of information from user generated custom cook requires substantial development work and we prioritized other parts of that application that were more highly used.



We will be sending out a firmware update that will allow Pro grills to set 2 custom cook cycles directly from the grill in the coming weeks. This firmware update will also include the 500 degree increase for Pro’s. The firmware team is planning to send that as soon as May rolls around.



Thanks for reaching out and helping us improve the application.
 

rlaverda

Member
Joined
Apr 15, 2020
Messages
41
Reaction score
10
Points
8
Location
Oregon
Grill
Pro 575
well May has rolled around and I am waiting! Would you mind sharing their email address?
 

dunawayfamily

Active member
Joined
Apr 23, 2020
Messages
484
Reaction score
142
Points
43
Location
King County, WA State, US
Grill
PRO 780
I don't think "as soon as May rolls around" really meant May 1st - we will be lucky to get this by end of next week is my guess/hope ... support@traegergrills.com is their standard support email address ...
 

rlaverda

Member
Joined
Apr 15, 2020
Messages
41
Reaction score
10
Points
8
Location
Oregon
Grill
Pro 575
Wrote an Email to Traeger concerning losing the custom cooks, and not getting the update to get the grill up to 500 degrees. I do have to say that Traeger does do a great job with customer service, and the reply did surprise me, because I really thought they would maybe read it and then deep six it. So will post the Email to them first, then the reply from Traeger...

Not sure what to think about Traeger anymore. Purchased a Pro 780 a few days before this update, an over $1000 purchase, and loved it. Then just a few days later I find out about this upgrade, and how now my grill will reach 500 degrees for some great searing. Well no upgrade on the Traeger, non on the App, and I lost all my custom cooks, which is one of the reasons I upgraded. You have really dropped the ball on this Traeger. I want my custom cooks back....

Now their reply


Hi Bruce,



Thanks for reaching out. Custom cook cycles were not included in release for the new app. Here is why. When looking at cooks both custom cooks and manual, the usage rate for user created custom cook cycles was extremely low, I'm talking less than 1% of total cooks. Sending the string of information from user generated custom cook requires substantial development work and we prioritized other parts of that application that were more highly used.



We will be sending out a firmware update that will allow Pro grills to set 2 custom cook cycles directly from the grill in the coming weeks. This firmware update will also include the 500 degree increase for Pro’s. The firmware team is planning to send that as soon as May rolls around.



Thanks for reaching out and helping us improve the application.
have you received the upgrade yet?
 

dunawayfamily

Active member
Joined
Apr 23, 2020
Messages
484
Reaction score
142
Points
43
Location
King County, WA State, US
Grill
PRO 780
have you received the upgrade yet?

I have not for my 780 - still on 02.00.01 / 03.007 - I check the WiFIRE Status Page (https://www.traegergrills.com/status) daily, and no changes recently other than they finally updated the listed App versions for iOS & Android (which are now no longer accurate with the most recent updates) ... Given the release dates for the January and March Updates, if that is any indication of when they will be posted, we're looking at Week 2 or 3 for May ...
 

denmyos

New member
Joined
Apr 7, 2020
Messages
27
Reaction score
3
Points
3
Location
europe
Grill
pro 575
I'm on 02.00.01 as well, but my pro 575 goes 500F/260C.
My grill has been online/standby for at least a month.
 

dunawayfamily

Active member
Joined
Apr 23, 2020
Messages
484
Reaction score
142
Points
43
Location
King County, WA State, US
Grill
PRO 780
So they basically bricked my Traeger.

If you are referring to the issue of the WiFIRE Controller unexpected shutting off after installing the recent May Update releases for Firmware / Config Version, there is a workaround to at least be able to still cook via the dial & display (you need to remove the WiFIRE Controller from your Home Wi-Fi Network via the Forget Network option under Wi-Fi Information on the controller display) ...

In the interim they need to figure out if this can be programmatically resolved, or if it will require shipping out replacement controllers to everyone who has been impacted ... everyone who has called in seems to have been put on a list for a replacement controller ...
 

elmgrill

New member
Joined
May 29, 2020
Messages
3
Reaction score
3
Points
3
Location
usa
Grill
ironwood 650
Traeger,

Custom cooks on the previous app were tricky to setup and use. Maybe that is why people did not use them. Taking them away is a real feature downgrade, a step backward. They belong on the app.
 

isaiahfranco

Member
Joined
May 4, 2020
Messages
70
Reaction score
32
Points
18
Location
Riverside, CA
Grill
Silverton 810
Traeger,

Custom cooks on the previous app were tricky to setup and use. Maybe that is why people did not use them. Taking them away is a real feature downgrade, a step backward. They belong on the app.
One of the reasons we bought our new Traeger was for the custom cook cycles. Bummed it’s gone.
 
Joined
May 17, 2020
Messages
55
Reaction score
13
Points
8
Location
California
Grill
Ironwood 885
One of the reasons we bought our new Traeger was for the custom cook cycles. Bummed it’s gone.
Same here!!! I originally bought a where pellet grill and returned it the same day because the app didn’t work the way it was promised for this very feature, several months later the traeger app drops it.
 

mconsoir

New member
Joined
Jul 12, 2020
Messages
2
Reaction score
3
Points
3
Location
Germany
Grill
Timberline 850
I really need that feature back. Custom cook cycles has been a major reason for the purchase. Right now, I can only advise against one purchase. 2500€ and you can't setup your own cook cycle...
 

indygreg

New member
Joined
Sep 12, 2020
Messages
1
Reaction score
2
Points
3
Location
indianapolis
i have found traeger's customer service to be horrible. i spent months trying to get a new $2500 grill fixed. now one of the most useful features that they sold me on when i bought the grill has been removed. we are supposed to stand outside trying to program a series of instructions into the grill using a knob and a button when i have a smartphone connected to the grill? ridiculous. shouldn't even be legal to take a feature away. imagine buying a car then one day Ford tells you they took your air conditioning away because not many people used it.

this company has gone downhill since mr skull candy took over.
 

elmgrill

New member
Joined
May 29, 2020
Messages
3
Reaction score
3
Points
3
Location
usa
Grill
ironwood 650
Treager keeps throwing out this "only 1%" used the custom cook feature. Well, the initial implementation of it was lousy; it was difficult to use and program, updating the steps was wonky and easy to lose your place, so that might have been the problem! But it doesn't mean it wasn't a good feature! Treager, I dont want to sit around and babysit this grill at the console or on my phone. I want to run a program that I make to my needs. Thats a primary reason why I paid so much money for this thing. Rethink it.
 

mconsoir

New member
Joined
Jul 12, 2020
Messages
2
Reaction score
3
Points
3
Location
Germany
Grill
Timberline 850
i just can't believe that this feature is so little used. the real question is how many people are upset but don't get in touch??? :mad: how was it actually determined if the function is used?
 

traeger860

Active member
Joined
Jul 22, 2020
Messages
180
Reaction score
71
Points
28
Location
Connecticut USA
Grill
Ironwood 650
i just can't believe that this feature is so little used. the real question is how many people are upset but don't get in touch??? :mad: how was it actually determined if the function is used?

They track everything that happens through the WiFire app.
 

dunawayfamily

Active member
Joined
Apr 23, 2020
Messages
484
Reaction score
142
Points
43
Location
King County, WA State, US
Grill
PRO 780
They track everything that happens through the WiFire app.

Yep ... end user usage analytics is why WiFIRE exists - it allows Traeger to see in real time how their products are being used and then take that data to map out new features and the next gen product line ... it is the same for any/all IoT-device vendors ...
 

RemE

Moderator
Staff member
Joined
Jun 10, 2019
Messages
845
Reaction score
414
Points
63
Location
Corona Del Mar, California
Grill
Timberline 850
i just can't believe that this feature is so little used. the real question is how many people are upset but don't get in touch??? :mad: how was it actually determined if the function is used?
It is true that I was attracted to the grill more with the option of using the program features, but I quickly found it not that useful in the end so I'm not surprised at the low adoption.

It seems that there are more variables in play, even the same cuts of meat react differently to the point that I don't trust a fixed program. Having long distance control of the grill, coupled with a superior long range temp monitoring system like FireBoard2 works best for me and frankly is pretty convenient.

I would much rather Traeger spend their resources on the top issues they see, as even that seems to be a full plate for them based on the minimal update rate.
 

Zman

New member
Joined
Oct 5, 2020
Messages
1
Reaction score
1
Points
3
Location
Home
I am also missing the custom cooks. They are still stored in my grill but I cannot start from the app. My custom cooks are for basic things like hamburgers, PorkChop’s and chicken. I don’t need Traegers complicated cooks for some of the basics. I wish they would bring this back. Btw, do a search for hamburgers and all you get is sloppy joes. This app has gone downhill this past year.
 

SLCMike

New member
Joined
Oct 5, 2020
Messages
4
Reaction score
0
Points
1
Location
SLC, UT
Grill
Ironwood 780
I wish they would bring this back. Btw, do a search for hamburgers and all you get is sloppy joes. This app has gone downhill this past year.

Try searching for "burger" -- but yes, that definitely seems like something that should work!
 
Top