Cinder Countertop Grill Troubleshooting Guide

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

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

2. Type of Issue

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.

What type of issue is the guest experiencing?

3. Plate Detached

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.

• Power off the device and unplug it!
• Ensure the hot plates are properly connected by removing and reinstalling them.
• Try swapping the top and bottom plates.
• Plug it back in, turn it on and see if it works

4. 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!

Don't forget to mark steps complete as you go through GPs.

5. 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

6. Purchase Date

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.

When was the product purchased?

7. Return to Store

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.

Recommend the guest bring it back to the store for an exchange

Don't forget to mark steps complete as you go through GPs.

8. Protection Plan - A

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.

Does the guest have a protection plan?

9. Asurion

Transfer the guest to Asurion at 1-866-469-6356

ShoreTel Flex Warm Transfer/Conference Call Steps

Don't forget to mark steps complete as you go through GPs.

10. Refer to Cinder Support

Kindly refer the guest to Cinder support. A ticket can be filed directly from the Cinder app or they can email them at hello@cindercooks.com. 

Don't forget to mark steps complete as you go through GPs.

11. Protection Plan - S

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.

Does the guest have a protection plan?

12. SquareTrade

Transfer the guest to SquareTrade at 1-877-498-7381

Please note: This number is only intended for agent transfers. If the guest does not wish to be transferred or would to prefer to call them directly at another time, please provide them with the guest facing number which is 1-844-440-8777.

ShoreTel Flex Warm Transfer/Conference Call Steps

Don't forget to mark steps complete as you go through GPs.

13. Won't Turn On

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.

Check the power cable and house circuit breaker / fuse. If power is supplied to the unit, the power button will be illuminated.

14. Temp Not Matching

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.

• Keep in mind that the temperature sensors in the cooking plate are industrial grade, so they are more accurate than almost all consumer thermometers.
• If scanning the temp of the cooking plate with an infared sensor, keep in mind the accuracy tolorance of the instrument and the limits of its accurate temp sensing range.
• If the cooking temperature is persistantly inaccurate by a large margin, the temp sensor may be damaged.

15. Lights Flicker

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 lights in the room are flickering when the system is on.

This is normal when the appliance is modulating power supplied to the cook plate elements.

Don't forget to mark steps complete as you go through GPs.

16. Not 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.

• Ensure that the latest version of the official app is installed.
• Ensure that Bluetooth is enabled on the mobile device.
• Power cycle the appliance by unplugging the power cord for at least 10 seconds.
• Do not attempt to use 3rd party apps to pair with or control thge Cinder.

17. LCD - Cancel Cooking Corruption

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.

When the app is showing the cooking in progress screen but cooking is canceled by clicking on "Cancel Cooking" the LCD will show a corrupted screen with misplaced text. This issue is only cosmetic and Cinder is working on a firmware update available with Bluetooth to resolve the issue.

18. LCD - Sear Count Down Corruption

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.

When pushing the knob to start Sear countdown it's possible that the digits are displayed with some corrupted pixel on the side of the timer. This issue is only cosmetic and Cinder is working on a firmware update available with Bluetooth to resolve the issue.

19. Fan Cycling

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.

Sometimes the internal fan will cycle from on and off in a short period of time. This is normal and does not indicate a problem. Cinder is working to smooth out the speed of the fan and this will improve over time.