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Hey Kim – thank you for this. I’ve had this happen with numerous pellet smokers, including GMGs. What happens most often when it happens is that I’ve been remiss in properly cleaning the grill out after several uses (vacuuming the fire pot out). This causes the ash etc to cover up the heating rod, thus making the temperature lower than expected. The auger keeps feeding the fire pot to compensate and you get what you’ve described.
For example, many grills use and charge for collaborating with a software application on it. I, personally, think this is an absolutely silly feature to include on a pellet grill. Yes, it does start on and off from your phone and change temperatures while you are at Switzerland enjoying Swiss cheese on a lake, but really, is it even logical? I mean, pellet grills have already made the cooking experience as easy as a dream, the least you can do is set the temperature by the click of a button on the appliance yourself! You can’t possibly be that lazy!
To solve this problem, several companies have come up with alternative ways to expose food to the flame by allowing you to use the small area directly above the fuel pot. It's still not as good as a charcoal or sear burner, but better than the designs that are strictly indirect. Check out the Memphis Elite, Fast Eddy's by Cookshack PG500, and the Yoder YS640 for this feature. Camp Chef also recently introduced its Woodwind pellet smoker, which has a super-hot gas-fueled sear box attached to the right side.