Hello Burnerboy - Thank you for your purchase and for taking the time to provide your feedback of our product. Its recommended to smoke the wood chips for a minimum of 1 hour and keep them moist to create the steam or smoking. Its also recommended to cook on a low to medium heat so it does take time for the box to heat up.
We were sorry to hear that you were not completely satisfied, and we want to make sure that we address all your concerns.
Please feel free to reach out to us directly at 800-913-8999 or wecare@nexgrill.com if you would need further assistance. Thank you for your valuable feedback and we look forward hearing from you. Thank you again from all of us at Nexgrill!