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Fantastic BBQ, nightmare to unpack!
I purchased the Ambassador BBQ set (BBQ, 2 fridges and sink with stone top) earlier in the year and love it. Everything works very well, the fridges are really efficient and the stone top looks brilliant. My only criticism is the effort required to unpack the system. We purchased from Harvey Norman and it was delivered directly from their warehouse, all packed on three lovely purpose built pallets with thick cardboard cartons to protect the units. We (wife and myself) unpacked the smaller carton (sink) and struggled a little with the two fridge...s, but it was impossible for us to unpack the main BBQ unit - at 130kg it was just too heavy to lift. The main problem was that the castors which support the unit and should make it easy to move it, were sitting in holes recessed into the base of the pallet. This meant that in order to move the BBQ around on its castors you have to lift the BBQ out of and off the pallet first - lifting an already raised 130kg BBQ is no mean feat for two 60 year olds. Feeling dumb, I rang Masport, thinking I was missing something simple. After speaking to no less than three people first, the very helpful technical guy on the other end finally told me that no mate, it's simple! You just knock out the cardboard supports under the pallet and then wheel off the BBQ on its castors. I felt really stupid UNTIL I discovered there were no cardboard supports - they were some sort of chipboard supports which were nailed and glued to provide strength. They worked - it was all very strong but also impossible to break apart. Apparently they had done away with the cardboard option a few months earlier, as they were receiving complaints about the bases not being strong enough. The new system was brilliant, albeit impossible to dislodge. The only solution - pay another $100 for a "premium" delivery service, which basically means that they send back two large delivery guys to unpack and lift the BBQ unit out of the holes and onto the floor. We had no other choice. Apparently Harvey Norman had never run into this problem as it was a new system, the local Masport installer had never seen this system before, and apparently, even the guys in the Masport office weren't aware of the issue. I suggested to Harvey Norman that they might charge customers a premium delivery fee up front in future to save a lot of frustration which of course leads to disappointment. Their response was - we told you that assembly was required! My response was - I'm okay with assembly, nobody told me I would need to be a weightlifter! Come on guys - someone stuffed up the design and there needs to be a better solution to unpacking - not everyone will be happy to pay $200+ for delivery.
Poor quality BBQ
I bought this product in January and it has a series of design faults. I paid $4500 for the BBQ and sink. This is a lot of money for such a terrible BBQ.
Design Fault 1 - When in use the hood heats up and gets stuck not allowing you to close the hood until it cools down. This can take up to 5 minutes which is very frustrating. I spoke to Masport about this issue and they said I will just have to wait for a fix which I am still waiting for. Its now May. On trying to close the lid on one occasion I touched the hood resulting in a third degree...burn. Design Fault 2 - Even though its on a level deck the modules do not line up property. The sink unit is higher than the BBQ. This does not look good. Design Fault 3- There is a huge gap in the back of the BBQ allowing too much hot air to escape. The other problem with the gap is that this allowed a rat in to feast on fat scraps. I have temporarily cut a piece of wood to fill that massive void whist not being used. Design Fault 4 - Heat distribution is terrible!! Not even heat at all.
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