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Find Replacement BBQ Parts for 20,308 Models. Repair your BBQ today.
9
Problem Possible Causes Solution
Excessive flare-ups/uneven
heat.
Sear plates installed incorrectly. Ensure sear plates are installed with the holes towards the
front, and the slots on the bottom. See assembly instructions.
Improper pre-heating. Pre-heat grill with both main burners on high for 10 to 15
minutes.
Excessive grease and ash build
up on sear plates and in drip pan.
Clean sear plates and drip pan regularly. Do not line pan
with aluminum foil. Refer to cleaning instructions.
Burners burn with yellow
flame, accompanied by the
smell of gas.
Possible spider web or other
debris, or improper air shutter
adjustment.
Thoroughly clean burner by removing. See general
maintenance instructions. Open air shutter slightly according
to combustion air adjustment instructions.
Improper air shutter adjustment. Close air shutter slightly according to combustion air
adjustment instructions.
Flames lift away from
burner, accompanied by the
smell of gas, and possibly
difficulties in lighting.
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.
Dead battery / or installed
incorrectly.
Replace with heavy duty 'AAA' battery. Install with positive
terminal up.
Loose electrode wire.
Check that electrode wire is firmly pushed onto the terminal
on the back of the igniter.
Wrong replacement igniter.
One spark systems must use a one 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.
ORDERING REPLACEMENT PARTS
Beforecontacting thecustomer servicedepartment, checkthe NACweb siteformore extensivecleaning, maintenance,troubleshooting andpart
replacement instructions at www.napoleongrills.com. Contact the factory directly for replacement parts and warranty claims. The customer
servicedepartment isavailable between9AM and5 PM(Eastern standard time)at 1-705-725-4258or faxat1-705-727-4282. In orderto process
a claim,we mustbe providedwith thefollowing information:
1.Model andserialnumber oftheunit.
2.Part numberand description.
3.Aconcise descriptionof theproblem ('broken'is notsufficient).
4. Proofof purchase(photocopy ofthe invoice).
In some cases the customer service representative may request to have the parts returned to the factory for inspection, before providing
replacementparts. The partsmust beshipped prepaidto theattention ofthecustomer servicedepartment withthe followinginformation:
1.Model andserialnumber oftheunit.
2.Aconcise descriptionof theproblem ('broken'is notsufficient).
3. Proofof purchase(photocopy ofthe invoice).
4.ReturnAuthorization number- providedby thecustomer servicerepresentative.
Before contactingcustomer service,kindly notethat thefollowing itemsare notcovered bythe warranty:
-costs fortransportation, brokerageor exportduties
-laborcosts forremoval andre-installation
-costs for servicecalls todiagnose problems
-discoloration ofstainless steelparts
-part failuredue tolack ofcleaning andmaintenance, oruse ofimproper cleaners(ovencleaner).