Masterbuilt Gravity series 560 & 1050 are the 2 models I own

SaferProducts.gov consumer incident report 20210819-6FC5C-2147360999. Severity: Incident, No Injury. Product: Masterbuilt Gravity series 560 & 1050 are the 2 models I own (Masterbuilt Charcoal Grill Model Gravity series 560 & 1050 are the 2 models I own It's a gravity feed charcoal briquette bbq/smoker.). Incident: The BBQ I own, the fire box that hold the briquettes is metal and has burned through exposing the insulation. So now the briquettes that are glowing and a fan blowing the heat into the bbq has the chance of insulation going into the cook area. I've contacted Masterbuilt about this issue with the gravity feed smoker/BBQ and so far just getting the run-around. So basically the insulation is in the fire box. I'm not sure how safe this is, but I needed to bring this to someone's attention as Masterbuilt is just saying this is normal. Don't think that's very safe?? So looking for someone who would know what to do. Thank you