Troubleshooting; Ordering Replacement Parts - Napoleon PTSS165E Use And Care Manual

TROUBLESHOOTING

Problem
No heat.
Low heat.
Excessive flare-ups/
uneven heat.
Circuit breaker trips or
fuse blows.

ORDERING REPLACEMENT PARTS

Contact the factory directly for replacement parts and warranty claims. The customer care 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 care 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 care
department with the following information:
1. Model 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 care representative.
Before contacting customer care, please 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 (oven cleaner).
6
Possible Causes
Temperature probe turned off.
No power.
Faulty temperature probe or grill
plate.
Improper preheating.
Excessive buildup in base of grill. Clean out excessive debris in base.
Excess fat in meat.
Excessive cooking temperature.
Grease buildup.
Power Surge.
Another appliance plugged into
same circuit as grill.
Moisture or water in temperature
probe or electrical connections.
Solution
Turn temperature probe to maximum setting.
Ensure temperature probe is fully seated in grill plate.
and properly plugged into outlet.
Try another outlet.
Check for tripped circuit breaker. Reset.
Turn temperature probe to maximum setting.
Pre-heat grill with lid closed for 10 minutes.
Replace temperature probe or grill plate.
Preheat 10 minutes. Increase probe setting.
Trim fat from meat before grilling.
Adjust temperature as needed.
Clean grill.
Turn controller to OFF position before plugging into
electrical outlet.
Do not use other electrical appliances on same circuit.
Keep probe and electrical components dry.