Thank you for leaving a reivew. We are so sorry to hear about the damaged to your unit! If you need a replacement part, give us a call toll-free at (888) 301-0332 from 7 a.m. to 11 p.m CST Monday through Saturday and 10 a.m. to 8 p.m. CST on Sundays. Please have the item number from your receipt, the serial number, the product UPC and/or the product description ready to provide to our Member Care Professional.

Thank you for leaving a review. It is very common for griddles to expand and contract during heating and cooling, and in some cases with thermal shock the griddle can warp or pop-up temporarily, but will correct itself. This is a temporary issue and more likely to occur in the first couple months of use but will correct itself. You can reduce the impact by only placing room temperature foods on the griddle, never placing food right from the fridge or freezer onto the surface, and also not pouring water on the surface for cleaning.

Thank you for taking time to leave a review. We're sorry to hear that you're unhappy with your grill. It is very common for griddles to expand and contract during heating and cooling, and in some cases with thermal shock the griddle can warp or pop-up temporarily, but will correct itself. This is likely to occur in the first couple months of use but will correct itself with continued use. You can reduce the impact by only placing room temperature foods on the griddle, never placing food right from the fridge or freezer onto the surface, and also not pouring water on the surface for cleaning.All Member’s Mark items carry a 100% member satisfaction guarantee . If you require any assistance, give us a call toll-free at (888) 301-0332 from 7 a.m. to 11 p.m. CST Monday through Saturday and 10 a.m. to 8 p.m. CST on Sundays. Please have the item number from your receipt, the serial number, the product UPC and/or the product description ready to provide to our Member Care Professional.

Thank you for taking time to leave a review. Tips for Stainless steel surfaces:• Always use a non-abrasive, non-toxic stainless-steel cleaner designed for outdoor products and BBQs• Always use a micro-fiber cloth to clean in the direction of the stainless-steel grain.• Do not use paper towels as they can scratch the stainless-steel finish.• If you notice a film or leftover residue from your cleaner, rinse thoroughly with water and dry with a micro-fiber cloth. (Do not allow any spills from sauces to remain on stainless steel parts.)• Always cover your Griddle with the included all-weather grill cover, to protect from all elements.For replacement parts or assistance, don't hesitate to reach out to customer care by phone or email at: 1-833-454-0864 or support@proseriesbbq.com we would be happy to send any replacement parts right to your home. Hope this helps!

Thank you for taking time to leave a review. We're sorry to hear your not 100% satisfied. The most common causes of heating issues is activating the flow limiting safety device in the regulator. To correct, follow the 'Resetting the Flow Limiting Feature' on page 8 of your user manual. To avoid tripping this feature in the future, always follow the correct lighting and shut down procedure for every use. Please consider subscribing to our YouTube channel where you can find, step-by-step instructions, troubleshooting, recipes and more! https://www.youtube.com/playlist?list=PLt_pmryXkYnHi0hl9kJk_l6PnkmB8HyrhFor questions, assistance or replacement parts, please reach out to customer care by phone or email at: 1-833-454-0864 or support@proseriesbbq.com.

Thank you for taking time to leave a review. We're sorry to hear about your lighting issues. Good news is there is no need to call corporate, or your local club. All the contact information regarding how to obtain assistance and/or replacement parts is in your user manual! For troubleshooting information, please visit page 14 of your user manual. For questions or assistance, don't hesitate to reach out to customer care by phone or email at: 1-833-454-0864 or support@proseriesbbq.com

Thank you for leaving a review. We are so sorry to hear about the damaged parts! If you need a replacement part, give us a call toll-free at (888) 301-0332 from 7 a.m. to 11 p.m. CST Monday through Saturday and 10 a.m. to 8 p.m. CST on Sundays. Please have the item number from your receipt, the serial number, the product UPC and/or the product description ready to provide to our Member Care Professional.