All too often I complain about poor service but neglect to acknowledge good service. Not this time. I was cleaning out the bottom of my Oval XL and noticed that the cast iron grate had several through and through cracks and had started to collapse on one end. One phone call and one e-mail with a picture to the factory and in approximately a week I had received a new one. Absolutely great customer service. Thank you Primo. Also, highly recommend new owners register their grill with the factory. When I called they asked for the serial number of the grill. As I registered it when I first bought it they were able to just look it up instead of me trying to hunt down the paperwork.