u/NapaBW

So I received this stainless steel grate in the box with my new Prestige 500 along with the letter about it being a complementary upgrade. It was right on top, first thing I saw when I started the project of assembling the grill. Thought it was cool but didn’t fully understand what it was for, not until I realized it was the wrong part and didn’t work with my grill. I didn’t really care and wasn’t in any hurry to do anything about it because the grill is awesome and I’ve been having so much fun cooking with it.

This week I got an itch and started reaching out to Napoleon to see if I could get the right grate. Took a few tries but finally connected with an agent today and my cell phone dropped the call. I called right back but was interrupted by the agent calling me! Matthew was awesome! Very nice, understanding and quick to set up the right part to ship out this week, no charge.

I’m lucky in that my “issue” sparking a call to Customer Service was not interfering with my use of the grill, which I also know has a lot to do with my overall experience. Just wanted to share and give Matthew a show out for being awesome.