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Problem
Excessive flare-ups/uneven
heat.
Burners burn with yellow
flame, accompanied by the
smell of gas.
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.
Burners will not crosslight
each other.
"Paint" appears to be
peeling inside lid or hood.
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 1-705-725-4258 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).
Possible Causes
Sear plates installed incorrectly.
Improper pre-heating.
Excessive grease and ash build
up on sear plates and in drip pan.
Possible spider web or other
debris, or improper air shutter
adjustment.
Improper air shutter adjust-
ment.
Dead battery / or installed
incorrectly.
Loose electrode wire.
Wrong replacement igniter.
Improper gap at electrode tip.
Lifting flames on burner.
Normal occurence on hot days.
Plugged ports along back of
burner.
Grease build up on inside
surfaces.
Solution
Ensure sear plates are installed with the holes towards the
front, and the slots on the bottom. See assembly instructions.
Pre-heat grill with both main burners on high for 10 to 15
minutes.
Clean sear plates and drip pan regularly. Do not line pan
with aluminum foil. Refer to cleaning instructions.
Thoroughly clean burner by removing. See general
maintenance instructions. Open air shutter slightly according
to combustion air adjustment instructions.
Close air shutter slightly according to combustion air
adjustment instructions.
Replace with heavy duty 'AAA' battery. Install with positive
terminal up.
Check that electrode wire is firmly pushed onto the terminal
on the back of the igniter.
Two spark systems must use a two spark igniter.
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.
Close air shutter slightly - see previous problem.
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.
Clean burner ports. See burner maintenance instructions.
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.
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