18 day old Mt Vernon Pellet Stove AE failing once again!
Deja Vue all over again!
Since installation of the stove on 11/11/06, the stove has only worked 8 out of the 18 days and is now once again not working.
It stopped working on Sunday (11/26/06) with the "Conv Blower Jammed" error on the display.
Contacted the dealer, early Monday morning with information as to error. Dealer contacted Quadra-Fire as soon as they could get through to them on the phone, then called me back saying the parts (blower and wiring harness) will be shipped "Next Day" to them for installation.
Well now it is Tuesday. At noon, I checked with dealer to see if they did indeed receive the parts. No, they did not receive any of the parts. At the latest, these parts should have been received and installed the next day!!!
I called Quadra-Fire to get information as to when I could expect the parts to arrive. They refused to give me any information, saying I will need to contact the dealer. Expressed my disappointment with their (Quadra-Fire) service. They gave me a case number and said they will check it out. I presume this may be something like the question I had previously posted on Quadra-Fire's web site and didn't get an answer back till 7 days later. This is not at all expectable. Very poooooor service to consumers or to me anyway.
I am getting very concerned for when and if I have any problems with the stove a year from now. Will they be giving me this same support? This was a new stove and has been in service for only 18 days, but has only worked 8 out of these 18 days and is not working at this time.
Could it be that I got a lemon?
Well, this is the final straw. I am not going to fix this baby this time. If the stove is not working when I get home from work tomorrow evening, it will be removed and set outside.
This is a great looking stove and when it is working, it does produce heat and dumps the ashes. But, at this time, I really would not recommend this stove to anyone.
What is Quadra-Fire's definition of "Parts will be shipped Next Day Air"
I wish I could live in your world of make-beleive. What world are you guys living in? It appears you may have diffaculty understanding what it means when someone says "The Parts will be shipped Next Day Air".
Just maybe you couldn't understand what I was trying to say. I will try once more to explain as best I can. May have sounded way off the wall?
I am once again having issues w/ the new Mt Vernon Pellet Stove. Getting error "Conv Blower Jammed". The stove starts by feeding pellets, then lights them (actual flames do start) and produces heat. When the convection blower tries to start, it goes for a short time then stops with the error.
Contacted the dealer (Monday morning), who in turn contacted Quadra-Fire. Dealer called me back around 11:00AM EST on Monday 11/27/06 (this would be around 8:00AM, as you say, left coast time) and said they (dealer) were informed that the parts will be shipped next day air from Quadra-Fire.
In my line of bussiness, this has always and still does mean that the sender will be shipping the parts, that same day (Monday 11/27/06) Next Day Air to the dealer and the dealer will receive the parts on or before 12:00 noon on the following day.
What I am interpreting your previous post to say, is:
This is not what "Next Day Air" means for Quadra-Fire or your line of business. You stated that the issue may go to Engineering, then if and when a decision or approval has been granted, they (Engineering) will inform the manufacturing facilaty to go ahead and get parts ready to ship and, by the way, the manufacturing facility is out in the country and the people have limeted skills. Then when the parts are ready to ship, they should be shipped using next day air and don't complain if it doesn't ship till 14 more days.
Also, by the way, because I bought a new type of stove and actually paid money for it, I need to expect it not to work from time to time. If it is out of commision for more than 50% of the time, you are indeed expecting me to just step back and wait for everything to fall back in place as and when the dealer and Quadra-Fire elect to act. Just relax, the parts are in the mail. It will work eventually. But it is a good looking stove. Doesn't work, but it looks like it should.
This is how I interpreted what you are trying to tell me. You may have intended something else, but that is what it ment to me. You also informed me that expecting an actual "Next Day Delivery" would be way out of line and unreasonable. You really do need to get back in touch with today's technology of "Next Day Air".
If this is indeed what you are intending it to mean, and you were my dealer, I really prefer not to deal with you at all and would search out a new dealer.
But thanks anyway, for your thoughts.
Service Tech. says he replaced parts and it is still not working.
Dealer stopped in last night and replaced some parts.
Now it will not light up or start a fire at all. He replaced parts, told my wife "It should be starting up shortly, if it doesn't start, give us a call", then he left. Well, it's not working again.
The Hearth&Home Quadra-Fire Stove has now been returned.
I went ahead and took the stove and set it outside (under the porch) for the dealer to come and pick up.
Dealer called to check how stove was working and was told that it had been removed.
My wife got a call from Hearth & Home regional rep/office informing her that they will be getting the stove to work and I should give him a call. Didn't know they even had a regional office. Gave him a call and left message on his voice mail. Haven't heard from him as yet (12/5/06).
Tech. (Sugarcreek Heating & AC) stopped to work on stove and my wife informed him that it was ready for him to take back. He was back a short time later with help to load into truck. No hassele their and they will be crediting my credit card.
It is nice to use a credit card for these issues, b/c they (credit card people) will work with you in disputing any claimes, if need be.
Well now I will need to get busy once more in searching out for a new Pellet Stove. No, it will not be a Hearth and Home (Quadra-Fire) product.
I do appologize if I was rude and/or appeared to be rude in any way. I truly do appreciate all of your comments and encouragement. Still am in total amazement at what little support service and guidance I could get from the actual manufacture of the stove. I presume they really do not wish to be bothered at all, by the consumer.
Thanks again everyone for allowing me to use you as a sounding board in venting my frustrations.
this has caught attention
Andy, I sent a link to this thread to some Regional Sales Reps. I know and they were deeply concerned. Apparently, this thread has caught the attention of some brass so hopefully change will come.
As for the problems with the new stove, the Rep. explained that one of the problems found with the power supply was in the heat sinks. The supplier of this component is new to the hearth industry (medical equipment), and new to HHT for their quality assurance measures. What they found was the screws retaining the heat sinks vibrated loose causing the unit to overheat and shut off. A little Loctite and some changes in the Q&A program should take care of it. This just goes to show that no matter how much testing is done in the lab, the real world is the ultimate lab.
As for this particular model stove, the designer claims he was given "an unlimited buget" and exceeded it. Maybe with all the hoopla over this stove, some aspects of reliability were simply not tested before it was rushed to market. You see, every mfr. is in a rush to get a leg up on the competition. As soon as an engineer announces a concept the brass likes, the genie is out of the bottle. It becomes a mad rush to get a working model in time for the Int'l Bldr. Show in January each yr. About 4-6 weeks after that is the big Hearth, Patio, and BBA Assn. EXPO where it is unveiled to the hearth industry. Here, it is entered into a design competion called the Vesta Awards. This unit won first place this Spring in Salt Lake City. From there on, it was a mad rush to work out the bugs and get it to market. At the show, the unit was being run off a laptop computer behind a curtain. Into the summer, the suppliers for the various components were still being evaluated and oriented. Just when you think you have things worked out, you find your supplier switch his sources for materials and parts without telling you. There are signed agreements against this. Such matters affect the product listing if it is serious enough. That's why UL spot checks quarterly.
I shared this because a lot of people read this thread so I wanted them to understand what goes into bringing a product to market, esp. one so highly touted as a whole next generation model, which this certainly is. Its just a shame ya'll had to be the guinea pigs on these first units. Like all products, this one has a learning curve. You just got caught in the traffic.
The good news is, there are many other good brands out there. They all have their ups and downs with service. While things in your case certainly could have and should have been handled better, overall, the mfr. responded pretty well and did the right thing. I can understand why you may feel biased against this mfr, who I have no personal interest in other than I know them well and have their Castile pellet stove, which works great.
I hope your take away lesson from this more so than brands and models is dealer support. If your local dealer is too far away or not responsive, shop elsewhere. Ask for references.
From a retailer dealing with a different manufacturer
I have watched this thread with interest from the sidelines.
Today, I robbed a log support from a showroom insert to install in my customers fireplace. They have patiently waited two weeks for this part (missing from the brand new box). I have waited over 3 MONTHS for a simple valve cover for another unit I sold to someone else.
There is another client who bought 4 fireplaces from me for their new home, the one in the Great Room makes a loud roaring noise after running for more than an hour.
Manufacturer says this is normal.:(
It sucks when your suppliers make it hard for you to give your customers good service, but that is the reality of todays competitive marketplace. The fireplace industry is currently going full boar, and everyone wants their unit installed before Christmas.
I would suggest the original poster do some research, and make his purchase in late January when the hearth industry has a chance to catch it's breath.