Our gas BBQ caught fire. Why isn't this a rant, you ask? Because it's about good customer service from John Lewis and Outback...
Last weekend we fired up the gas BBQ for the first time this season. In March 2003 we bought an Omega Plus, made by Outback, from John Lewis and had used it several times last season without incident. We kept it stored in a locked garden shed where it could not be interfered with by man or elements.
On lighting the BBQ we heard a hiss, and the flame did not seem as forceful—but we could not find a leak. We decided to proceed and went in to get the meat; my wife looked out the window and raised the alarm. Flames were coming out from underneath the BBQ body, covering the control knobs. In a panic we ran out to it and I switched off the gas at the cylinder and stood back; the flames died. The BBQ is not safe to use, and I subsequently learned that cylinders can explode—but usually only if they are directly in the fire. No one was inuried. Nevertheless, it could have been worse, and was not entertainment for our guests that I would care to repeat.
We got out our retired Weber charcoal BBQ and rescued the evening meal. Some days later I phoned the Fire Brigade (I thought they might have a Community Fire Safety Officer or someone similar interested in prevention): they didn't want to know. I went to my gas supplier to ask his opinion: he didn't want to know.
So I took the above photo, the instruction manual, and receipt into John Lewis in Sheffield. A very helpful member of staff rang Outback while I was present and explained what had happened. Outback felt that the hose may have been loose where it attached to the BBQ body. In any case, they agreed that John Lewis could be reimbursed, although they did not want them to return it so it could be examined. John Lewis offered me a refund or a swap, and collection and disposal of the defective BBQ. One satisfied customer later, we are expecting delivery of a replacement model (the Omega Plus is discontinued) together with a Visa credit for the £10 difference in price. Well done John Lewis.
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