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10
Problem Possible Causes Solution
Burner will not light with the
igniter, but will light with a
match.
Humming regulator.
Normal occurence on hot days. This is not a defect. It is caused by internal vibrations in
the regulator, and does not affect the performance or safety
of the gas grill. Humming regulators will not be replaced.
Burners will not crosslight
each other.
Plugged ports along back of
burner.
Clean burner ports. See burner maintenance instructions.
"Paint" appears to be
peeling inside lid or hood.
Grease build up on inside
surfaces.
This is not a defect. The finish on the lid and hood is
porcelain, and will not peel. The peeling is caused by
hardened grease, which dries into paint-like shards, that
will flake off. Regular cleaning will prevent this. See
cleaning instructions.
ORDERING REPLACEMENT PARTS
Before contacting the customer service 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 service 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 service 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 department 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 service representative.
Before contacting customer service, kindly 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 (ovencleaner).
Dead battery / or installed
incorrectly.
Replace with heavy duty 'AAA' battery. Install with positive
terminal down.
Loose electrode wire. Check that electrode wire is firmly pushed onto the
terminal on the back of the igniter.
Wrong replacement igniter. Three spark systems must use a three spark igniter.
Improper gap at electrode tip. Ensure that the collector box is tight, and the gap between
the electrode end and the collector box is between 1/8 - 3/
16". The gap can be adjusted by bending the box in or out.
Lifting flames on burner. Close air shutter slightly - see previous problem