A Tale of Customer Service

Yup another one of those.

Only for a change this is about good customer service.

So a couple of weeks ago I am pressure washing the siding and the back deck when I figure what the hell I will clean the grill too.

I have a Napolean Prestige Grill, I have had it for 3 years, I like it a lot it burns hot and even and has this great infra red sear zone that heats up super hot.

So I am blasting away with the pressure washer and I blow the ceramic out of the sear zone burner. A hell, but my own damn fault.

I pop on the internet that night and try to find a part to purchase to replace it, I can't find the damn thing.

I decide the next day to call the manufacturer.

"Hello Napolean Appliances"

"Yeah, I was pressure washing my grill and I blew apart the ceramic burner and need to buy a replacement one"

"Sir, please give me your model and serial number that part may be covered under warranty"

"Ok but I don't think warranty covers user stupidity but.......(I give numbers)"

"Ahh the Napolean Prestige, yes sir that burner is covered under lifetime warranty, if I can just confirm your address we will have that part shipped out this afternoon"

"Really, no ****?? Huh (Me sounding super intelligent) ok its >>>>>)

"Let me read that back sir >>>>>>> is that correct"

"Yes"

"Is there anything else I can help you with today sir?"

"No thank you"

"Allright then sir on behalf of Napolean Appliances you have a great weekend"


So there you have it, I didn't even try to bullshit my way to a new part, I figured I was dumb enough to blow it up then I would pay for a new one.

The pretty much have gaurenteed that I will be buying my next grill from Napolean.

Just thought I would share.

[chippewastud79]

Always nice to hear some good customer service

[MedicCook]

Thanks for the story Shawn. It is nice to hear about good customer service.

[bowhnter]

Good stuff

[Bear]

Napoleons are great grills, I have one myself.
Plus they're a great Canadian company HQ'd in Barrie Ontario.

[Old Sailor]

[Chris.]

I've had something similar happen with an aquarium filter in the past. Also with certain car parts from Summit.

[DMK]

Well... I think I just found my next new grill.

[G G]

nice to hear someone can still get it right.

[Kreth]

That's good CS.

[BUCASmoker]

Same happened with my weber grill today. The threads on the valve stripped, and I called Weber, they didn't ask any questions, just my address and said they would ship it out tomorrow.

[kelmac07]

Love hearing about companies that actually care and honor what they print!!!

I got one!

My Weider Crossbow machine finally snapped one of its bows. Unfortunately it was the main part that kept the bows in place for resistance. Looked online for a replacement, and it was ~$200. Contacted Weider, as we bought it direct, and I guess it came with a lifetime replacement warranty! Just came in today, and we just called on Monday.

I'm still shocked.

[Tenor CS]

Added bonus. The money you didn't spend on the part, you can now spend on steaks ... and cigars!

[Don Fernando]

if anybody needs the >>>>>>>> let me know, I am more then happy to sell Shawn out

[DPD6030]

Always great to hear about great customer service Lifetime warranty as well on your grill Shawn. So power wash the heck out of it next time too!