Review Day 1
What unit was introduced in 2022 and is the first of its kind?
Edge™ Electric grill
What is the opening/closing of a Char-Broil call?
Thank you for being apart of the charbroil family, my name is, May I have your first and last name please and thank you once again for being apart of the charbroil.
What is burnoff?
Burn off is a cleaning method and is the preferred method of cleaning for infrared grills
Name two types of Burner?
Bar Burner, Tube burner, H Burner
What are three types of heat transfer according to infrared cooking systems 101?
Radiant, Conduction and Convection
Where did Char-Broil expand to in 2022?
India and Vietnam
True or False, It is correct to hang up on a consumer, this is seen as an appropriate customer service standard.
false
What is another name for heat tent?
Flame tamer and vaporiser bar
What is the purpose of the carry over tube?
To carry the flame from burner to burner.
What percentage of infrared is charcoal?
25%
When someone does not actively listen what could happen on the call?
the customer can get escalated and become irate.
If a consumer asks for a manager at the start of the call, what should you do?
Gather as much information as possible from the customer offer to assist if the customer refused reach out to a supervisor
Orders placed on the website start with which letter?
'M'
Which series of unit can be converted to NG (Natural Gas)?
Commercial Series, Pro series and Signature Series.
What product is 100% infrared?
Big easy
Where on the website do I find information on where to locate the model number on the grill?
At the bottom of the page in the black section under warranty's and manual you are going to see where can I find the model number.
What is the processing timeframe for refund and replacement order?
7-10 business day
Which series is exclusive to Lowe's?
Commercial series
What is the name of Charbroils only 100% infrared oil less Product?
Big Easy
The components of a gas train are?
Propane Tank, Regulator, Hose, Manifold/Valve and burners
What are the instructions on returning an item?
Obtain an RMA # from Char‑Broil® Customer Service at 1-866-239-6777.
Place the item(s) being returned in an appropriate shipping container and include your original packing slip.
Write the RMA # provided to you by customer service on the packing slip as well as the outside of the box/container.
Ship your return (at your expense) to:
CharBroil.com
ATTN: Returns
1333 Belfast Ave.
Columbus, GA 31904
You may also use the top-left portion of your packing slip and attach it to the outside of your shipping container with your RMA # and ATTN: RETURNS noted on the label.
For your protection, we recommend returns be sent via a trackable method, e.g. FedEx, UPS or USPS Priority.
Call Customer Service at 1-866-239-6777 if you need additional assistant
Which information is the customer required to have before contacting customer service?
Model and serial number
What are the components of the gas train?
propane tank, regulator, hose, manifold/valve, burner
What are the two types of Grill that use the Perforated Cooking Grate System?
Performance and Patio Bistro
My grill is getting too hot, help!! How can I use my infrared grill?
Preheating the grill at the temperature that they would like to cook at instead of high will allow them to achieve lower cooking temperatures. These grills heat the grate which cooks the food. The heat under the grate takes time to dissipate and allow the grill to cook. This is why preheating at lower temperatures allows the consumer to obtain the desired cooking temp without having to cook the grill back down after preheat.
▪ The consumer can also use the indirect method which is turning the burners on for one side of the grill and cooking on the other side where the burners are off. The heat will carry over to the grates on the side they are cooking on and allow for lower cooking temps.
▪ Cook with lid open can also help with lowering the grate temperature and allowing the grill to cool to the desired temp if the grill has been preheated on high and now the consumer would like to cook at low or medium.
▪ Do not use all the burners, you don’t have to preheat or cook with all of your burners on. If you are cooking one steak you can turn on the burner you will cook over and leave the others off.