Napoleon Grills PRESTIGE II 308 Ordering Replacement Parts, Problem, Possible Causes, Solution

Problem	Possible Causes	Solution
Burner will not light with the	Dead battery / or installed	Replace with heavy duty 'AAA' battery. Install with positive
igniter, but will light with a	incorrectly.	terminal up.
match.	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
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	Plugged ports along back of	Clean burner ports. See burner maintenance instructions.
each other.	burner.
"Paint" appears to be	Grease build up on inside	This is not a defect. The finish on the lid and hood is
peeling inside lid or hood.	surfaces.	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).

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