Thank you for taking time to leave a review. We&#39;re sorry to hear that your grill arrived in less than perfect condition! For replacement parts or assistance, don&#39;t hesitate to reach out to customer care by phone or email at: 1-833-454-0864 or support&#64;proseriesbbq.com. We would be happy to send any required parts right to your home.<br /><br />Member’s Mark Griddles are pre-treated with cooking oil to prevent rust and damage during shipping, however the griddle top will still require regular seasoning (before and after ever cook). For your convenience, I&#39;ve included a link to a step-by-step instructional video with seasoning instructions: https://www.youtube.com/watch?v&#61;2MIDadWvHmk<br /><br />Hope this helps!

Thank you for taking time to leave a review. We&#39;re sorry to hear about your ignition issues. The cause of ignition issues will depend on whether or not you&#39;re able to light the burners with a match. <br /><br />If you&#39;re able to perform a the match lighting procedure (page 12 of your user manual) then the most common causes would be:<br />1. Misaligned electrode<br />2. Dead battery in your ignition module or battery put in the wrong way (ensure the battery is new and the positive side facing out toward the front of the griddle) <br />3. Faulty ignition module<br /><br />If you&#39;re not able to light your griddle with a match AND/OR the ignitor:<br />1. Burners may not be seated correctly on gas orifice<br />2. Positive connection has not been made with the regulator and propane tank. <br /><br />For questions or assistance, please reach out to customer care by phone or email at: <br />1-833-454-0864 or support&#64;proseriesbbq.com. We are here to help!

Thank you for taking time to leave a review. For your convenience, I&#39;ve included a link to a step-by-step video for how to season your griddle top: (The video shows seasoning on the Member&#39;s Mark 5 Burner Griddle, but the process is the same.) <br />https://www.youtube.com/watch?v&#61;2MIDadWvHmk&amp;list&#61;PLt_pmryXkYnFvil6ed5mqpeArVDgnkNdP&amp;index&#61;21<br /><br />Please Note: The cooler spot at the front of the griddle should be roughly 3 inches. It is a safety feature to keep heat away from the front grease catch and away from the user during cooking, so users aren&#39;t standing directly over heat and the control panel doesn&#39;t get too hot during use. Hope this helps, thank you for choosing Member&#39;s Mark!

Thank you for taking time to leave a review. We're happy to hear that you found the BILT app helpful. Thank you for choosing Member's Mark!