Best Practices to Receive Fast and Efficient Customer Service
Honestly, I hope you never have to read this article. I hope that your Napoleon Barbecue brings you unfailing joy and works forever. However, if something ever goes wrong, if a part needs to be replaced, then you probably need to reach out to customer service, which we like to call customer solutions. In this article, learn why you should register your barbecue, the best practices to receive fast and efficient customer service, how to reach and navigate customer solutions, and what you need to have ready before reaching out.
Why You Should Register Your Barbecue
When you buy a new barbecue, don’t forget to register it on our website. This will assist in many things including warranty claims and customer service should anything happen. Register your barbecue.
You will be issued a PR Number, this number and the Serial Number on your barbecue are unique to you, no one will have the same number. More than one person can have the same name, but each Serial and PR Number will be special just for you.
Where Can You Find Help on our Website?
At Napoleon.com under the barbecues/grill heading, you can find all of the support you may need for the barbecue will be under the Support tab. If you hover over the tab, you will find a bunch of helpful pages. Or just click on Support and navigate to your desired area from there.
You can also find help through our grills blog.
Before Reaching Out
If you are experiencing any issues, before you reach out to our amazing team, try:
- Visiting the support page on the Napoleon Grills website.
- Searching the grills Q&A page.
- Visiting our YouTube channel.
- Reviewing your manual – your manual has a lot of great information in it, including troubleshooting and part identification. If you have accidentally misplaced your manual, you can find the manual for your barbecue here.
- Connecting with your dealer.
Where is My Serial Number?
The serial number on your cart model grill can be found on the back, just below the grill head. When you open the box, there will also be a sticker that contains this information. You should stick this to your manual and then file the manual somewhere safe.
On portable barbecues and charcoal grills, this information will come on the outside of the box and on a sticker that should be attached to your manual.
For built-in barbecue grill heads, you can find your serial number on the packaging, the sticker, and on the rating plate located on the handle of your drip pan.
Prepare for Your Call
Before you contact our customer solutions team, make sure that you have:
- Model and serial number or PR number. Providing the model and serial/PR number will expedite the service you receive, registering your grill prior to doing this is the ideal way to have these things on hand and will allow the customer solutions representative to access your information faster. If you can, the date and proof of purchase will be incredibly helpful as well. Again, this will be available to the solutions team if you have registered your barbecue already.
- Have a clear and concise description of your concern ready. If you can photography or video of your concern will help identify and find a solution swiftly.
- Be with your barbecue when you reach out. If troubleshooting is required, being next to your grill when you connect with the customer solutions team will allow you to implement suggestions and come to a resolution faster.
Pro Tip: Join a Virtual Queue
Instead of waiting on the line, you can opt for the call back option and Customer Solutions will phone you back.
When to Reach Out to Your Dealer
If you purchased a built-in barbecue that required a licensed technician of any sort, please reach out to them first, especially if it is regarding gas-related questions. Warranty concerns can be done through your Napoleon Dealer. They will be happy to help and can submit any claims you may have on your behalf.
Navigating Customer Service
The biggest takeaway is to help us help you. Start by trying to find a solution on your own through the myriad of resources you have: the website, the blog, your manual, Napoleon's YouTube Channel, and even your local dealer. When you need to give us a call or email, we’ll be there, just remember to have the vital information – Serial No. or PR No., photos or video – ready when you speak to us.
When Calling Us, Please Be Patient
The Customer Solutions team works very hard to assist every customer fully and with the best support to ensure a second call is not necessary. This can result in longer wait times, but this is to make sure that you get the right answer the first time. Hopefully, these best practices for receiving fast and efficient customer service help you if you find yourself in need. Do you have any tips and tricks for your barbecue? Share your tips and barbecue tricks, photos, and Napoleon Moments with us on social like our Facebook and Tiktok pages using the hashtags #NapoleonEats and #NapoleonGrills.
