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12
ORDERING REPLACEMENT PARTS
Before contacting the customer care department, check the NAC web site for more extensive cleaning, maintenance, troubleshooting
and part replacement instructions at www.napoleongrills.com. Contact the factory directly for replacement parts and warranty claims.
The customer care department is available between 9 AM and 5 PM (Eastern standard time) at 1-866-820-8686 or fax at 1-705-727-
4282. In order to process a claim, we must be provided with the following information:
1. Model and serial number of the unit.
2. Part number and description.
3. A concise description of the problem ('broken' is not sufficient).
4. Proof of purchase (photocopy of the invoice).
In some cases the customer care representative may request to have the parts returned to the factory for inspection, before providing
replacement parts. The parts must be shipped prepaid to the attention of the customer service care with the following information:
1. Model and serial number of the unit.
2. A concise description of the problem ('broken' is not sufficient).
3. Proof of purchase (photocopy of the invoice).
4. Return Authorization number - provided by the customer care representative.
Before contacting customer care, please note that the following items are not covered by the warranty:
-costs for transportation, brokerage or export duties
-labor costs for removal and re-installation
-costs for service calls to diagnose problems
-discoloration of stainless steel parts
-part failure due to lack of cleaning and maintenance, or use of improper cleaners (oven cleaner).
Burner output on “high”
setting is too low. (Rum-
bling noise and fluttering
blue flame at burner
surface.)
Lack of gas.
Check gas level in propane cylinder.
Supply hose is pinched.
Reposition supply hose as necessary.
Dirty or clogged orifice.
Clean burner orifice.
Spider webs in venturi tube, or
other foreign matter.
Clean out venturi tube.
Cracked ceramic tile.
Order replacement burner from your Authorized Napoleon
dealer.
Propane regulator in “low flow”
state.
Ensure lighting procedure is followed carefully. All gas grill
valves must be in the off position when the tank valve is
turned on. Turn tank on slowly to allow pressure to equal-
ize. See lighting instructions.
Infrared burner flashes back
(during operation the burner
abruptly makes a loud
“whoosh” sound, followed by
a continuous blow-torch type
sound and grows dim.)
Ceramic tiles overloaded with
grease drippings and build-up,
ports are clogged.
Turn burner off and allow to cool for at least two minutes.
Relight burner and burn on high for at least five minutes or
until the ceramic tiles are evenly glowing red.
Burner overheated due to
inadequate ventilation (too much
grill surface covered by griddle or
pan.)
Ensure that no more than 75% of the grill surface is covered
by objects or accessories. Turn burner off and allow to cool
for at least two minutes, then relight.
Cracked ceramic tile.
Allow burner to cool and inspect very closely for cracks. If
any cracks are found, contact your authorized Napoleon
dealer for ordering a replacement burner assembly.
Leaking gasket surrounding the
ceramic tile, or a weld failure in
the burner housing.
Contact your authorized Napoleon dealer for instructions on
ordering a replacement burner assembly.
Problem Possible Causes Solution