Jotul poor service and parts

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Warm631

New Member
Jan 15, 2014
4
Long Island NY
I had a negative experience today dealing with Jotul. The fireback inside of my Castine f400 developed a large crack this week becoming a big hole.I contacted several local and online dealers and was not able to get the part for minimum 7 to 10 days.I understand that there are many parts to stock. This is the only source of heat in my home. I had no choice but to phone Jotul headquarters in Maine hopefull i would get help.A very unsympathetic receptionist informed me that she could not help me despite having the parts at her location.I had spent $2500 dollars for this stove 7 years ago. Once again I understand that there are dealers. She also refused to give me the name of any well stocked authorized dealer that might have the part that I need, after explaining that it is my familys only source of heat! After randomly calling a dozen dealers in other states, I am still forced to wait the 7- 10 days for the part. I patched the hole today and will take turns sleeping in the room in the event of a fire.... It was a great stove but my next one will not be a Jotul. Poor parts supply and worse customer service.
 
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Did you check with Preston Trading Post in CT and Woodmans Parts Plus in VT?

Out of curiosity how old is the stove and how much wood is going through it a year?
 
Yes, thank you. I have ordered from them in the past as well. They didn't have it either. They said 7-12 days to. BTW, they are great bunch of folks there.
 
7 years old. Burning 3 cords +\_ a year. Im not implying it Is poorly built. Glass is always dirty, poor airwash but i dont care about that. This is a lifeline for us. No compassion for a person in real need of help is what gets me the most. Im gonna put another glop of stove cement on now. Gonna be a long night for me! Lol.thanks
 
Yes, this is not a common part to go on the stove. But after 20-25 cords things may need replacing. The dirty glass is odd, our Castine kept a pretty clear glass. I'm wondering if there is an air leak on the stove or crack. When was the door or glass gasket last replaced?
 
But it seems that his point was even the maufacturer did nothing to help his plight even though they could easily have had him back in business the same day. All I can say is that's what you need to do with these companies: 1. Walk away with your money and 2. Tell others of your poor experience.

However, it works both ways and I personally try to commend those that do right by me just as much as those who present poor or uncaring service. Vote with your feet.

just my 2 cents.
 
I think 7 to 10 days isn't to bad, I mean I've waited 7 days so far for a couple loader fittings for a new holland through a new holland dealer! As far as the glass, I would say you have other issues either a leak or damp wood? My Oslo always keeps clean glass in less I shut it down to quick.
 
How long has the fireback been cracked?
 
Sorry to hear that. I am close to a dealer in Lancaster that I can drive to. Can you pick the part up faster?
 
7-10 days sounds like the part was in stock somewhere in the US, processing and the cheapest shipping. Dealers don't stock anything. Years ago I ordered an insulation blanket from a dealer, 7 to 10 days then to. It didn't matter for me. I wonder why there weren't other options offered. I would follow up with a few EMails
 
xman23 said:
7-10 days sounds like the part was in stock somewhere in the US, processing and the cheapest shipping. Dealers don't stock anything. Years ago I ordered an insulation blanket from a dealer, 7 to 10 days then to. It didn't matter for me. I wonder why there weren't other options offered. I would follow up with a few EMails
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Dealers do stock many parts, but a part that rarely (if ever) fails will be hard to find. We have rolls of cerimac wool! Your dealer is unprepared, not all are.

I have never heard of this part failing. I also see no need at all to fill the hole with cement or to discontinue use. Behind that decorative iron fireback are firebricks. 7-10 days is a very reasonable amount of time to wait for a part, especially when it does not prevent the stove from being used!
 
So this part failed all of sudden ? I find it hard to believe that on this part. Something that is such a vital heat source should be checked before the heating season. I would guess that your ash pan gasket is needing replaced. I would personally like to see more distributors stock some parts but you can't put all the blame on them.
 
You are correct webby. There are firebricks behind there and I see no reason not to continue use of the stove. As far as consumer direct sales, I don't know many manufactures in our industry that offer that level of service. Since fire is the main use of these items I find it much more impactful to have a local dealer that can put eyes on my issue if one was to arise. Making a mistake with fire could be tragic.
 
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Agreed, though while the stove is shutdown for the fireback replacement I would vacuum it out and examine throughly for any cracks, poor sealing gaskets, loose glass, warped secondaries, etc., to see if there are any issues with the stove that connect with the problem with the fireback and the dirty glass.
 
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I'm glad I was able to get parts for my hearthstone easier. Hearthstone would not sell direct either but was happy to give me the name of a dealer that had the parts I needed and I had my replacement parts within 24 hours.
 
I've found that the Jotul dealers carry very little when it comes to parts. Most everything is on an order basis with the exception of gaskets, creosote spray, paint and the like. Last year when I replaced the baffle in my Oslo 500, I needed the 3 Top screws and decided to replace the screws holding the glass in the door. I did order them through Preston Trading post only to find out they had to order them as well. The price for 7 screws was over $20.00. Before the screws came in I took the screws I took out to an industrial supply company in New Bedford, MA. I picked up all the screws, in the correct threading and size for under $5.00. So it is worth checking around.
 
topoftheriver said:
I've found that the Jotul dealers carry very little when it comes to parts. Most everything is on an order basis with the exception of gaskets, creosote spray, paint and the like. Last year when I replaced the baffle in my Oslo 500, I needed the 3 Top screws and decided to replace the screws holding the glass in the door. I did order them through Preston Trading post only to find out they had to order them as well. The price for 7 screws was over $20.00. Before the screws came in I took the screws I took out to an industrial supply company in New Bedford, MA. I picked up all the screws, in the correct threading and size for under $5.00. So it is worth checking around.
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One reason a dealer might not have very many parts on hand is because its VERY unlikely to need parts for them. It's pretty rare to work on one and with a few dozen models, it would take an entire warehouse! Then compound that amout of parts with all the other brands the dealer carries! That's a lot of Real Estate! If people would just be a little more prepared and do a quick inspection before the season starts, 7 days wouldn't be a big deal to wait.
 
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True enough, and also, today's stoves are built to a higher standard. I found that most of the dealers don't even want to be bothered with parts and some don't even want the service. I think that is why many owners perform the work themselves and go to the dealer if they get in trouble by breaking something else. The dealers would rather sell you a new stove even if they take yours in trade because then, they can fix it and sell that for a profit too. But if owners perform a little DD themselves, it really isn't that hard to find a part to replace oem, at least when it comes hardware. I also agree with begreen's statement about Woodman's Parts Plus in VT. They are all to eager to help you and they have the replacement parts, at least most. I've dealt with them several times. As for the pre season inspections, I do mine and check everything out including a complete cleaning before I fire up. I'll go out on a limb and say I would think "most" woodstove owners do the same. There are only a few that take things for granted IMO. Stay warm!!!
 
I noticed the crack a few days ago and had so much going on, bad week. I shouldn't have procrastinated on ordering the part, shame on me. Regardless of how or why the defect occurred is not the issue at all.This stove has performed great for 7 years! Its heated our home well and owes me nothing. Im not faulting the quality of the stove. Im simply sharing the negative experience I had trying to resolve an issue with the stove. 7-10 days from my local dealer and he said dont hold your breath on that. His orders from Jotul facility in Maine are frequently delayed longer this time of year due to weather, snow. I dont expect the dealer to stock ANY parts for MY convienence however, it would be comforting to know that parts, COULD be attained if needed quickly, shipped via fedEx at my expense OR refer me to an authorized dealer that is known to them to carry a large inventory. My local Jotul dealer appoligized after i asked if there was any possible way to expedite shipping from their source. He said Jotul doesent work with them on that, just gotta hang in there. My local authorized Jotul dealer said i will likely burn out the stove if i use it with the hole, so ive got to be xtra careful.Many company's stand behind their products, Jotul hides behind a dealer. Im not attempting to spark at debate, just sharing my experience and Jotul has lost me as a future customer.
 
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I had one of 2 fans in my insert go last year. I got 7 years out of it with constantly running 5 or 6 months a year so I can't really complain. The dealer had it and even came and replaced it for me (cost me about $150). Stove manufacturers are all very difficult to deal with and it shouldn't be that way. However with that siad, Jotul does make quality stuff.
 
I've been a fan of Jotul for years. There are cheaper fans out there. I bought a tangeal fan (squirrel cage) and made a bracket for it myself. Not counting my labor, etc, it cost me less than $25.00. I have read somewhere around here that you can get a fan for less than $50. About fans, well there are fan and then there are fans. I experimented with the location, height, direction for a while and came up with the best situation for myself. I think each installation requires testing various alternatives before settling on just placing it in back of the stove. As for Jotul, there parts and equipment is good but expensive. I just noticed you spoke of your insert. I am not familiar with their installation or fan requirements. I spoke of free standing stoves.
 
Somewhere that part sits in a warehouse. It is a legitimate complaint that between the manufacturer and the dealer there was no help offered in expediting the shipping for a customer that was willing to pay for it.
 
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topoftheriver said:
I've been a fan of Jotul for years. There are cheaper fans out there. I bought a tangeal fan (squirrel cage) and made a bracket for it myself. Not counting my labor, etc, it cost me less than $25.00. I have read somewhere around here that you can get a fan for less than $50. About fans, well there are fan and then there are fans. I experimented with the location, height, direction for a while and came up with the best situation for myself. I think each installation requires testing various alternatives before settling on just placing it in back of the stove. As for Jotul, there parts and equipment is good but expensive. I just noticed you spoke of your insert. I am not familiar with their installation or fan requirements. I spoke of free standing stoves.
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They're probably similar and if I did more research I could probably have done what you did.
 
topoftheriver said:
I've been a fan of Jotul for years. There are cheaper fans out there. I bought a tangeal fan (squirrel cage) and made a bracket for it myself. Not counting my labor, etc, it cost me less than $25.00. I have read somewhere around here that you can get a fan for less than $50. About fans, well there are fan and then there are fans. I experimented with the location, height, direction for a while and came up with the best situation for myself. I think each installation requires testing various alternatives before settling on just placing it in back of the stove. As for Jotul, there parts and equipment is good but expensive. I just noticed you spoke of your insert. I am not familiar with their installation or fan requirements. I spoke of free standing stoves.
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You have to be very careful doing this! It will often also void the warranty from the manufacturer. I'm all for saving money, but not at the expense of my stove or its performance.

A few things can happen: if the proper bracket and fan isn't used, air can be forced into the primary air intake causing a dramatic difference in performance. Typically overfiring.
A lot of R&D goes into a stove and most are designed and shipped set to perform at their best. Blowing air at it in random places can cause issues with performance and metal strength. Many have found that blowing air at the back of the stove will cause metal fatigue and in turn crack. That's why most blow air up the back, its safer. Just be careful experimenting with this, it's not the best idea for most people.
 
I realized what you are saying and I put a great deal of time and thought into these things before I do them. I primarily run a free standing fan behind my stove in the space in the back. I have adjusted it from time to time but now I believe i have it. I built the bracket myself so that the airflow goes where I want and that i around and over the top of the stove. My stove has been out of warranty for 4 years so it is all on me now. I've done well doing my own maintenance and repairs, actually, just the baffle. I pull the stove out every year to inspect it, check the pipes, clean the chimney and then reset it back in place. Agreed, it is not for everyone, but I've been at it for more years than I care to mention. I love a nice burning glass front wood stove for heat and nostalgia.
 
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