Napoleon Prestige Pro 500 question

[robl45]

Hello,

After multiple shipments, it looks like my new grill is finally working. All seems good except the rear infrared when I turn it on, is basically spitting fire out. Just wondering if that is normal? The bottom burners appear fine and the side infrared appears fine.

 

[Dweverett]

I've only had one grill with a rear infrared burner and it was years ago but I don't think that's normal. I only used it twice and the first time it worked fine. The second time I had an experience similar to yours -- uneven with flames spitting out in a number of places. Again, it was many years ago so the memory is pretty vague but I thin you should be seeing a fairly even coverage of flame across the unit.

 

[Cujo]

Have you put anything through to their customer service? I have the Pro 500 NG and although gas type shouldn't matter mine has worked flawlessly. Although I have had very little to do with their customer service, even when I was griping about how long it took for delivery they were always prompt and courteous with replies and I have heard that they are top notch in customer service and are actually interested in assuring you got exactly what you thought you were buying. Which is a refreshing change.