A Tale of Customer Service

08-12-2009, 06:05 PM

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 · 08-12-2009, 06:13 PM

Always nice to hear some good customer service

MedicCook · 08-12-2009, 06:19 PM

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

bowhnter · 08-12-2009, 06:26 PM

Good stuff

Bear · 08-12-2009, 06:32 PM

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

Old Sailor · 08-12-2009, 06:36 PM

Chris. · 08-12-2009, 06:44 PM

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

DMK · 08-12-2009, 06:44 PM

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

G G · 08-12-2009, 06:51 PM

nice to hear someone can still get it right.

Kreth · 08-12-2009, 07:15 PM

That's good CS.

BUCASmoker · 08-12-2009, 08:14 PM

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 · 08-12-2009, 08:47 PM

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

08-13-2009, 01:34 AM

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 · 08-13-2009, 01:59 AM

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

Don Fernando · 08-13-2009, 04:52 AM

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

DPD6030 · 08-13-2009, 07:19 AM

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!

08-12-2009, 06:05 PM	#1
SilverFox Guest Posts: n/a	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.

08-12-2009, 06:13 PM	#2
chippewastud79 Fatter than you! Join Date: Oct 2008 First Name: Larry Location: A little place called home. Posts: 5,397 Trading: (44)	Re: A Tale of Customer Service Always nice to hear some good customer service __________________ If we weren't supposed to eat animals, then how come they're made of meat? You can never have too many cigars, they are like an investment in good times.

08-12-2009, 06:19 PM	#3
MedicCook Mila smoked my cigar Join Date: Jan 2009 First Name: Ryan Location: Schaghticoke, NY Posts: 10,946 Trading: (7)	Re: A Tale of Customer Service Thanks for the story Shawn. It is nice to hear about good customer service. __________________ 27 World Series Championship's "If your wife doesn't like the aroma of your cigar, change your wife.", Zino Davidoff

08-12-2009, 06:26 PM	#4
bowhnter Backyard BBQer Join Date: Feb 2009 First Name: Mike Location: Frisco, TX Posts: 244 Trading: (4)	Re: A Tale of Customer Service Good stuff __________________ "And then one day you find ten years have got behind you. No one told you when to run, you missed the starting gun"

08-12-2009, 06:32 PM	#5
Bear Just an other FNG Join Date: Oct 2008 First Name: Marc Location: Ajax, Ontario. Posts: 393 Trading: (4)	Re: A Tale of Customer Service Napoleons are great grills, I have one myself. Plus they're a great Canadian company HQ'd in Barrie Ontario. __________________ Canadian Roll Call

08-12-2009, 06:36 PM	#6
Old Sailor Black Ops - S.O.B. Join Date: Oct 2008 First Name: Dave Location: Side Porta!! Kingsville, Ont., Canada Posts: 4,161 Trading: (22)	Re: A Tale of Customer Service __________________ Canadian Armed Forces 1976! Canadian Coast Guard, retired in 2012 after 32 years!!

08-12-2009, 06:44 PM	#7
Chris. PSHC! Join Date: Nov 2008 Location: Greenville, SC Posts: 1,842 Trading: (25)	Re: A Tale of Customer Service I've had something similar happen with an aquarium filter in the past. Also with certain car parts from Summit. __________________

08-12-2009, 06:44 PM	#8
DMK S.O.B. Join Date: Oct 2008 First Name: Darryl Location: Hamilton, ON. Canada. Posts: 2,743 Trading: (86)	Re: A Tale of Customer Service Well... I think I just found my next new grill. __________________ Darryl, SOB...

08-12-2009, 06:51 PM	#9
G G BR549 Join Date: Oct 2008 First Name: Greg Location: Taylor, FL. Posts: 12,701 Trading: (10)	Re: A Tale of Customer Service nice to hear someone can still get it right.

08-12-2009, 07:15 PM	#10
Kreth Ronin smoker Join Date: Jan 2009 First Name: Jeff Location: Oneonta, NY Posts: 3,620 Trading: (14)	Re: A Tale of Customer Service That's good CS. __________________ Cigarette-free since January 2010

08-12-2009, 08:14 PM	#11
BUCASmoker Where the sun never sets Join Date: Jun 2009 First Name: Vadim Location: Newport Posts: 267 Trading: (9)	Re: A Tale of Customer Service 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.

08-12-2009, 08:47 PM	#12
kelmac07 Resident Maduro Whore!! Join Date: Apr 2009 First Name: Mac Location: Newport News, VA Posts: 27,322 Trading: (218)	Re: A Tale of Customer Service Love hearing about companies that actually care and honor what they print!!!

08-13-2009, 01:34 AM	#13
sodomanaz Guest Posts: n/a	Re: A Tale of Customer Service 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.

08-13-2009, 01:59 AM	#14
Tenor CS Feeling Better! Join Date: Oct 2008 First Name: Christian Location: Davenport, FL (near Orlando) Posts: 717 Trading: (2)	Re: A Tale of Customer Service Added bonus. The money you didn't spend on the part, you can now spend on steaks ... and cigars! __________________ When the world itself seems lunatic, who knows where madness lies?

08-13-2009, 04:52 AM	#15
Don Fernando Postwhore Join Date: Oct 2008 First Name: Ferdinand Location: Singapore Posts: 10,064 Trading: (29)	Re: A Tale of Customer Service if anybody needs the >>>>>>>> let me know, I am more then happy to sell Shawn out __________________ check out my reviews on my blog.

08-13-2009, 07:19 AM	#16
DPD6030 Shepard of the sheeple Join Date: Oct 2008 First Name: Andrew Location: The Mitten Posts: 7,166 Trading: (151)	Re: A Tale of Customer Service 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!