Cinder Countertop Grill Setup Guide

Authored by: Support.com Tech Pro Team

1. Variable

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Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Setup Type

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is this an initial setup or helping the guest with a setup that they already started?

3. Unbox

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If the guest hasn't already, have them unbox the device and remove all packaging material.

Important Note: Ensure that the guest removes all the foam inserts from inside the device, otherwise they will melt the first time it is powered on!

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4. First Use Prep

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1. Clean the cooking plates and drip tray with a damp sponge or wash with mild soap and water. Then dry all parts thoroughly.
2. Ensure drip tray is installed.
3. Ensure that the cooking plates (top and bottom) are properly installed and secure.
4. Place the cooker on a flat dry surface with a minimum of 8" of clearance on all sides.
5. Plug the power cord into a grounded wall outlet.

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5. Use Type

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Will the guest be using the App to control the device or the conventional knob?

6. Platform Selection

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is the guest using an iOS or Android based device?

7. Install the iOS App

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

1. Launch the Apple App Store
2. Search "Cinder Precision Grill"
3. Install the Cinder Precision Grill App

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8. Enable Bluetooth

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If Bluetooth is not already enabled, have the guest enable it.

iOSSwipe up from the home screen and tab the Bluetooth icon to enable it.

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9. Pairing

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

1. Have the Guest power up their Cinder

2. Launch the Cinder App

3. Let the App search for the Cinder and tap it to connect

4. Name their Cinder

5. Once the Cinder is connected and named, the App will take the guest to the App's Home screen.

6. That's it, the App is setup and they can begin using their Cinder!

Key Note: The temperature displayed in the dial on the home screen of the app is the target temperature of the meat, not the temperature of the hot plates.

Would the guest like some information on how to use the App?

10. App Features - Home

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

The Home screen of the App lets you manually set a target temperature for the meat being cooked. This method is quick and simple but we can get much more advanced!

• Have the guest tap Food Guide under the temperature dial in the app.

Key Note: The temperature displayed in the dial on the home screen of the app is the target temperature of the meat, not the temperature of the hot plates.

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11. App Features - Food Guide

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In the Food Guide the guest can Select the type of meat being cooked and how they want it cooked and the Cinder will handle the reset.

For example we can have the Cinder cook us a medium rare filet mignon by following the following steps:

1. Tap Food Guide

2. Tap Filet Mignon

3. Tap Medium rare

4. Tap Begin Cooking

Let's take a look at the Learn menu.

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12. App Features - Learn

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In the Learn menu the guest can learn about:

1. Searching Instructions
2. Understanding Food categories
3. Understanding Cooking techniques
4. Temperature of key techniques
5. Smoke points of oils

Let's take a look at the Settings menu.

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13. App Features - Settings

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In the Settings menu the guest can:

1. Connect to different Cinders if they have more than 1
2. Forget a Cinder
3. Adjust notifications
4. Submit feedback
5. Create a support ticket

That was it. Remnind the guest that they can call us back at any time if they need any help with their new Cinder.

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14. IoT Reminder

Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!

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15. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

16. Android Coming Soon

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

The Android version of the app is scheduled for release with Batch 2 in December 2017.

Does the guest have an iOS device they can use to control the Cinder?

17. Provide Conventional Option

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Empathize with the guest and explain that the Android app is on the way and that in the meantime the Cinder can be used conventionally by the built in control knob.

Would the guest like assistance with conventional usage?

18. Conventional Use

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Conventional use is about as easy as it gets!

1. Press the power button on the lower front left corner.
2. Turn the knob to the desired temperature.
3. Wait for the cooker to preheat.
4. Open the cooker using the handle and insert the food.
5. Remove the food and turn off the cooker after the appropriate period of cook time.
6. Bon Appétit!

Important Note: Always use the handle to open the cooker or you will get burnt.

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19. Returns

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is the guest requesting a return or exchange?

20. Return Policy

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

As long as the product was purchased within the last 30 days, a return should not be a problem.

Target Returns & Exchanges

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21. Collect Info

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

In an effort to avoid walking the guest through repeated steps, ask them what they have done so far and where things went wrong.

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