A gas grill is an investment and a purchase that you expect to enjoy for a significant amount of time. Certainly, no gas grill is going to last forever, but if the grill goes bad in a year or two, you know something is wrong. Most gas grills will come with a warranty, which should protect you from having to buy a brand new grill. However, be sure to read the warranty carefully—how many years will it cover replacing new parts? Do you have to pay for shipping? Are you responsible for installation? There are a few steps you should take if your grill prematurely breaks down to (hopefully) make the situation go more smoothly.
Get the Manual
Even if you didn’t save the paperwork for your grill, most manufacturers (even the more problematic ones) have their owners' manuals available for download on their websites. The manual should tell you about any warranty. Make sure you read it thoroughly and that your warranty covers the problem you are encountering. Also, take note if the purchaser is responsible for shipping costs and installation of replacement parts.
Call the Maker
Reaching out to the gas grill manufacturer can be quick and easy or painful and tedious, but they are the first point of contact for any warranty claim or support issue. Set expectations and prepare to be put on hold, or transferred to different departments. Many times the manufacturer will resolve the issue for you and get you back to grilling in no time.
But you might also encounter some resistance in getting the results you expect; a manufacturer may actually refuse to honor the warranty, but be persistent. If they are not helpful, the next step is to reach out to where you made the purchase.
Contact the Retailer
Sometimes when you purchase something like a grill, the retailer will say not to return it to the store. However, they also don’t want an unhappy customer. Frequently retailers (who commission many store brand grills) will give store credit or even full refunds for defective grills if you are persistent. Talk to a manager; if the grill is less than a year old you should certainly be entitled to some form of financial compensation. If the store manager doesn’t help, contact the company’s headquarters and consider filing a complaint.
File a Complaint
If any of the parties along the line fails to respond to your issue, you should consider filing a complaint. Some retailers will take formal complaints, or you can go straight to the Better Business Bureau in the U.S. and Canada. You can also post your complaints to sites like Consumer Affairs. The complaints should cover mechanical failures of grills that make them unusable, undesirable, or just unsatisfactory.
Report Dangerous Conditions
If, however, your grill is dangerous, you are obligated to take this to the next level. If you have used your grill normally, not modified its design, and kept it relatively clean, then it should operate normally. If your grill has melted down; shot flames out the back, bottom, side, or front; or caused an injury to someone then it may be a safety threat.
Every year there are thousands of fires caused by gas grills and every year dozens of people are killed. While many of these instances are accidents or are caused by the misuse of a gas grill, some are caused by unsafe products. If you feel that your grill is unsafe to use you should report it to the proper authorities.