Napoléon BBQ and after sale service a great deception

by P. Goyette
(Saint-Jean-sur-Richelieu, PQ, Canada)

Bought a Napoléon in early may 2011 and paid very good money for it. On the first day the lateral burner blows out in small breeze and a few days later the burner stopped working completely. The store said that the burner should be changed and that they would order a replacement burner for me to install on arrival. My reply was that I did not pay over a thousand dollars for a BBQ that I would have to service myself. Three months and several phone calls to the store later the burner has not yet arrived. We are now at the end of summer, the store keeps telling me that they are trying their best but since the Napoléon are now made in china, parts are scarce and service somewhat nonchalant. The store said that I would have better chance if I would call the company myself to expedite my case. Wow! Is this the best customer service Napoléon dealers have to offer...I should of bough a $250 BBQ at Walmart.