THANX, LarryM. But, it's too late now. This problem started last October. When I removed the grates over the gas tubes, I saw the problem. All 4 tubes were completely rusted through. I called BRINKMANN w/ the model # of the grill. The replacement gas tubes were not immediately available (backordered), but the rep took my C/C info. After several weeks, they were delivered. When I mentioned the "flame channels" (these are used to light subsequent burners from the initial burner on the right side of the grill), he could not give me a delivery date, and suggested I call back sometime in the future. Since I could use a standard SCRIPTO type spark starter, it was of no immediate consequence.
After installing the gas tubes, I tried the unit. The flames were pekid, to say the least, and not fully through the tubes (even one burner at a time). So, I called back, and the suggestion was to disconnect the regulator, and let it sit in the open air for at least 1/2 hour. When that didn't work, I called back again. On this call, I was told that I needed a new regulator, so I purchased one of them from them. After receiving it, I installed it, and the grill STILL does not function correctly. The flames are still pekid, at best. Now, we are into March, and I called again. Their "automated" telephone system requires that you enter your telephone # to get into the queue, and they will call you back. This is available until 5 P.M. Central Time (TX). The next day when returning home from work (at 5, Eastern Time), there was a call from their service. I called again & again & again & again & again & again, ONLY to be placed in the queue, with return calls the following day, DURING the day, when no one is home to receive the call.
And, this is where I am now. About a week ago, I got totally fed up with their NON-service, that I wrote a letter detailing this failure, and sent it to Customer Service. In the letter I pointed out that someone in their Cust. Svc. Dept. should have noticed that they got repeated calls a few minutes AFTER 5 P.M. Eastern Time, and that it just MAY BE that the person calling is NOT available BEFORE that time. So far, I have NOT received a response to my letter. I have spent close to $100 in replacement parts, and have NO satisfaction from a grill that was close to $300 about 3 years ago!
My NEXT coomunication will be to the Attorney General's office in Austin, TX, with a formal complaint against them!!
Regarding Gilson's lack of response.... maybe some companies are oblivious to their customers' needs. Cases in point:
1) A BRINKMANN outdoor grill, less than three years old at the time of the problem. The problem? The four gas burners and the cross channels completely rusted out. After repeated telephone calls, and $100 later for replacement parts, the grill has been out of use because NOW the gas does not flow through the tubes properly, and therefore they do not produce an even, fully distributed flame front. I would wholeheartedly recommend anyone reading this AND contemplating purchasing a BRINKMANN outdoor grill to look to another manufacturer, because the quality (or, better said, LACK of quality!) is disgusting. It is cheaply made w/ inferior hardware, and poor overall design. For one thing, it is impossible to adjust the air-gates because the screw that holds each gate is hidden by a sheetmetal valence panel. The screws fastening the opposite ends of the gas burners & the cross channels were common steel, and so rusted beyond recovery. I had to drill each one out & replace it with stainless steel alternative hardware.
2) On a new production machine, there are two feeder bowls, powered by the company's controllers. These controllers are used for all the company's feeder products. However, these controllers (thyristor-design) do not reliably start/stop when the control is set to a low excitation point. The result? When the PLC controlling the machine calls for the bowl to vibrate, the controller's circuitry does not trigger the thyristor to power the bowl. The company claims they have NO remedy for this problem, although they have acknowledged that other customers have also complained about this problem. Their solution is to use their earlier desgn controller, which is physically in a different packaging configuration, and will not fit into the present machine.
I hate to think about how many genetic experiments were affected by these things before it was noticed. But, I really like the Rainin models. Later, they came out with a pipettor that shows the piston displacement in real-time, so you can measure tiny sample volumes in a single step.
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