FREQUENTLY ASKED QUESTIONS

DO YOU HAVE A QUESTION ABOUT…

• 1. POINTS OF SALE & PRICES
  • Where can I buy a barbecook® product?
    You can contact one of our dealers, which can be found on the 'Retailers' part in the main navigation.
  • How much does a barbecook® product cost?
    Barbecook® does not sell directly to end-users. The prices of our products are determined by our resellers, so please contact them. They can be found at 'Retailers' in the main navigation.
  • I cannot find a point of sale in my area.
    You can find all dealers at the 'Retailers' section.
  • Where can I find spare parts?
    Spare parts can only be ordered through one of our points of sale. You can find the reference numbers of all spare parts on the 'Services'-menu.
  • The spare part is not the same as the original one.
    That is possible. We keep improving our products. It can be that the spare part was improved or standardized since then.
  • What is the warranty on my barbecook® product?
    Your barbecook® barbecue comes with a two year guarantee against all manufacturing defects. This guarantee applies from the date of purchase, provided it is used in accordance with these instructions. Your till receipt specifying the date of purchase is your certificate of guarantee.
  • My barbecook® is still under warranty. What should I do in case of problems?
    You need to take the appliance and the proof of purchase to the point of sale where you bought the appliance. Your dealer will then contact our after sales service.
  • I lost my manual.
    No problem, you can find and download all our manuals in the 'Service' or 'MyBarbecook' section.
• 2. CHARCOAL BARBECUES
  • I cannot light my barbecook® charcoal barbecue as described in the instructions for use.
    If this is the case, there are two possible causes: either the newspaper sheets or the charcoal are still wet, or the sheets are not properly used. To correctly light the barbecue, the sheets must be dry (today's newspaper is too wet), and the sheets should not be inserted into the tube in the form of a ball, or else they will clog up the tube. You just take 3 double sheets of newspaper and scrumple them up separately in the form of a torch. Charcoal is best left to dry in the sun for one hour before use. It is also recommended to use conventional charcoal, not charcoal briquettes. If you follow these instructions, you will find that your barbecook® is ready for use in no time.
  • A heavy smoke appears whenever I light my barbecook® charcoal barbecue with the QuickStart® system. Is this normal?
    Yes, that is normal. The smoke is caused by the burning paper, charcoal and the limited amount of moisture in the charcoal, and will quickly disappear.
  • Which charcoal should I use?
    The barbecook® QuickStart® lighting system works only with ordinary charcoal. Results with charcoal briquettes very much depend on the type of briquettes. After lighting, however, you can always add briquettes to the ordinary charcoal.
  • Is a barbecook® charcoal barbecue CO neutral?
    Yes. First, a barbecook® charcoal barbecue does not require the use of any lighting products. Second, the QuickStart® system ensures a more environmentally friendly combustion. A gas barbecue, by contrast, is not CO neutral.
  • My cooking grid is deformed?
    You can prevent this by placing the cooking grid on the barbecue just before you start grilling, and by not leaving the empty grid too long on the hot barbecue.
  • The grid on which the charcoal rests, is deformed. Is this normal?
    Yes. The charcoal grid can reach a temperature as high as 1100°C. The grid is designed so that it retains its functionality, even if it is slightly deformed.
  • The ‘nose’ of my barbecook® has molten.
    This happens when glowing charcoal is dumped into the base. We advise you to first allow the charcoal to cool down and extinguish, and to always keep the base filled with water, if possible.
  • May stainless steel barbecue rusts. How is this possible?
    Stainless steel can actually rust. Stainless steel is not completely rustproof. Possible causes of corrosion or rust formation include using the barbecue in environments heavily contaminated by industrial activities, in the vicinity of swimming pools, or near railways or heavy traffic roads. Cleaning is best carried out using chlorine-free products, because chlorine, sulphur and iron can contaminate the stainless steel. Avoid scourers and abrasives. Scratches caused by metal tools may also result in rust formation. Any contact between stainless steel and iron should therefore be avoided.
  • A magnet is said not to stick to stainless steel. It does, however, stick to some components of my stainless steel barbecook®.
    No need to worry, your barbecue is effectively made of stainless steel. Stainless steel is an alloy of iron and chromium. When nickel is added, the stainless steel becomes ‘austenitic’ or ‘non-magnetic’. However, stainless steel need not necessarily contain nickel to qualify as stainless steel.
  • Are the cooling grids made of stainless steel?
    No, our cooking grids are made of chromed steel, which has better cooking properties. Charcoal barbecues become very hot and would cause the food to stick too much to the grids if they were made of stainless steel.
  • The paint on my barbecook® is peeling.
    The paint on painted barbecues can burn off at too high temperatures. That is why most of today’s barbecook® barbecues are either enamelled or made of stainless steel, which makes them slightly more expensive. If the paint peels off, apply a fresh coat of heat resistant paint.
  • Which one is better: an enamelled, a stainless steel or a cast iron finish?
    All three materials are non-corrosive.
  • Unlike my stainless steel pots and pans which do not discolour, my stainless steel barbecook® exhibits blue or brown stains. What causes these stains?
    Your pots, when properly used, reach a temperature of 100°C when boiling water and 210° when frying with oil. Above this temperature the pots will deform and discolour. Some components of your barbecook® barbecue are exposed to temperatures that are five times higher than those endured by your pots, which explains the inevitable discoloration or deformation.
• 3. TABLE BARBECUE
  • How to light the Grilltabs for my Joya?
    The Joya is a table barbecue for outdoor use. Therefore ignite your Grilltabs outside. Make sure that all the wood wool is gathered in the middle of the aluminium bowl and cover them with the Grilltabs. Light the wood wool using a match. The longer you can keep the flames alight in the wood wool, the faster your Grilltabs will be BBQ-ready. Is a lot of smoke being created from the extinguished wood wool? Briefly blow on the wood wool from a safe distance to rekindle the fire. Once the Grilltabs are covered with a thin layer of grey ash the grilling can begin.
  • Smoke is created when I light the Grilltabs for my Joya. Is this normal?
    Some smoke is unavoidable when you light a charcoal fire. This also prevents you from using the Joya indoors since this table barbecue is only suitable for outdoor use.
  • Can I touch the Joya's burner box while grilling?
    Thanks to the ceramic burner box and insulating water in the burner box you can move the Joya at any time, even after the Grilltabs have been lit. With the cool-touch burner box, young and old can barbecue safely at any time.
  • How do I best light my Amica?
    1. Place the ceramic burner box on the placemat provided. Poor 0.5 l water into the box. 2. Place the stainless steel internal box in the ceramic burner box. 3. Cover the bottom of the internal burner box with lighting gel (approx. 250 ml) to just below the air holes. 4. Place the ground grid and spread approx. 300 g Cook Chips on top of the grid. Leave sufficient space between the Cook Chips to facilitate lighting of the gel. 5. Light the gel using a long match or lighter. This is a slow-acting gel: hold the match briefly against the gel until you can clearly see flames. 6. After a couple of minutes the size of the flames will increase to approx. 30 cm. The lighting gel will have burnt down after approx. 20 minutes. 7. Some 30 to 40 minutes after lighting, when the Cook Chips are covered with a fine layer of grey ash, you can fit the cooking grid. Your Amica is now ready for use. 8. Do not place the grid until the Cook Chips are all white, otherwise you will smother the fire.
  • My Amica does not stay lit?
    Did you use barbecook® lighting gel? Other gels are usually not powerful enough to light the Cook Chips. Another possible cause is that you used too little barbecook® lighting gel.
  • Can I also use ordinary charcoal/briquettes for barbecuing with the Amica?
    Yes, you can. Of course, you will then not benefit from the advantages of the specially developed Cook Chips. Cook Chips produce less smoke during lighting and use. Moreover, Cook Chips last longer and enable your Amica table barbecue to go longer without having to fill up the charcoal.
  • Why is there smoke whenever I use my Amica? How can I avoid this?
    The Amica is a barbecue. This means you should take care when using fat or marinades, because fat and/or oil on hot charcoal produces smoke. If the smoke bothers you, we advise you to use the griddle that comes with your Amica. Wash the baking plate and the cooking grid at regular intervals to prevent the caked fat from starting to smoke.
  • Can I use the Amica indoors?
    No. The Amica barbecue is designed for outdoor use.
• 4. GAS GRILLS
  • Which type of gas should I use?
    Our gas barbecues work with propane or butane gas cylinders. Barbecook® recommends propane because it provides better combustion and is also less sensitive to frost than butane. Our gas barbecues cannot yet be connected to natural gas.
  • Which pressure regulator do I need?
    The pressure regulator and hose are not delivered with our gas barbecues, but are optionally available at our retailers (see 'Retailers'.)
  • Do I need lava stones?
    No. In barbecook® gas barbecues the heat is distributed by a cooking system that is located just on top of the burners, so you do not need any lava stones.
  • The ignition button on my gas barbecue does not work. What could be the cause?
    Your gas barbecue has either an electronic ignition or a conventional, manual ignition (piezo). An electronic ignition works with an AA battery that is not delivered with the barbecue. The system will not work without battery. Replace the battery as soon as necessary. Problems with a manual ignition may be caused by a faulty button or bad contact with the ignition cable and/or spark plug. Check the contacts, and contact one of our dealers for a spare part, if necessary.
  • How long do I have to warm up my barbecook® gas barbecue?
    The gas barbecue must be warmed up before placing any food on it. Close the lid and heat the cooking surface for at least 10 minutes in the setting ‘HIGH’. To cook at a lower temperature than the setting ‘HIGH’, turn the control knobs to the required position before placing any food on the barbecue.
  • Which one is better: an enamelled or a stainless steel finish?
    Both materials are non-corrosive.
• 5. INDUCTION GRILLS
  • I cannot use my cookware on the Hercules induction grill?
    The Hercules requires the use of cookware with a magnetic bottom (e.g. cast iron or metal). Glass, copper, ceramics and aluminium are not magnetic and can therefore not be used.
  • During barbecuing I receive error code E05?
    The Hercules has 3 modes. Mode 1: without timer setting, in power mode (positions 1 to 10). Mode 2: without timer setting, with temperature setting. Mode 3: with timer setting, either in power mode or with temperature setting.
  • During barbecuing I receive error code E00 / E01 / E02?
    This error code may be indicative of possible voltage fluctuations in your electrical system. Contact your electrician and/or network operator.
• 6. MAINTENANCE
  • Is it normal for stainless steel parts to discolour under the influence of high temperatures?
    This is in fact a normal, irreversible phenomenon. In addition, stainless steel may exhibit some sort of superficial corrosion. This is oxidation by air and can easily be removed using a special cleaning agent for stainless steel. This type of corrosion is not covered under the warranty.
  • How do I best maintain enamelled parts?
    Painted parts are difficult to maintain. We advise you to provide these parts with a fresh coat of heat resistant paint at the end of each season.
  • How do I best maintain painted parts?
    Painted parts are difficult to maintain. We advise you to provide these parts with a fresh coat of heat resistant paint at the end of each season.
  • How do I best maintain chromed parts?
    Chromed parts are highly sensitive to corrosion. They should therefore be cleaned after each use if possible and stored in a dry place in order to extend their lifetime.
  • How do I best maintain cast iron cookware?
    Cast iron cookware is best cleaned using hot soapy water and a soft sponge. Never use abrasives and never place this material in the dishwasher. Do not immerse the cookware in water for long periods and never place hot cookware in cold water.
• 7. MYBARBECOOK / WEBSHOP
  • How can I create an account?
    You can create a MyBarbecook account in 2 ways. If you bought an appliance with a Grill Master Card, you can register this via https://www.barbecook.com/nl/accounts/register/. If you bought an appliance without Grill Master Card or purchased an appliance with a Golden Grill Voucher, you can create an account and request your Grill Master Card via https://www.barbecook.com/nl/accounts/register/card-request/
  • I have a Grill Master Card, how can I create an account?
    You can create a MyBarbecook account by registering your Grill Master Card via https://www.barbecook.com/nl/accounts/register/. Enter your full card number here and complete the registration process. You will also get the opportunity to register your Barbecook appliance in this process. This can be done via the serial number for the appliance, which is on the appliance, the manual and the packaging. After registration, you will receive a confirmation email so that you can activate your account.
  • I do not have a Grill Master Card, how can I create my account?
    You can create a MyBarbecook account by requesting a Grill Master Card, which you can do via https://www.barbecook.com/en/accounts/register/card-request/. You start by entering the serial number of your appliance, which is on the appliance itself, the manual and the packaging. After registration, you will receive a confirmation email so that you can activate your account and your personal Grill Master Card will be sent by mail.
  • I have requested my Grill Master Card, but have not received it yet.
    The shipping of Grill Master Cards is bundled, so it may take a while before they are sent by mail. However, you always have access to your account when you log in via https://www.barbecook.com/nl/accounts/login/. So you always have access to your registered products, stored grillspiration, spare part lists, ...
  • My appliance does not have a serial number, how can I register anyway?
    Not all Barbecook appliances have serial numbers. You can register these appliances by clicking on “Does your product not have a product number?” in the product registration. You then select the product from the list and confirm the registration by clicking “Register”.
  • I want to register my accessories, but this does not work. What am I doing wrong?
    Accessories cannot be registered, only Barbecook barbecues can be registered.
  • Can I order spare parts in the webshop without creating an account?
    You cannot do this, creating an account is a requirement for placing an order. If you also register your products when you create an account, you will always have access to the correct spare parts lists via “My Products”, so that you can order the right parts.
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