Jotul f600 cracking problems

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This a contact number for Jotul that is 6 years old for tech support in Maine.
They were exceptional solving our Oslo warranty problem. Give it a try: 800.797.5912.
Also it helps to start at the top, the President or CEO, then work your way down the line.
Dealers are middlemen with often little financial stake on warranty problems, any product.
 
Jotul replased my stove because the paint was cracking, this was several years ago, no questions asked, brought out new stove and hauled away the old. I reach 800 stove top from time to time ( no problems ) this is a tough stove. Hope you get satisfaction.
 
DUMF said:
This a contact number for Jotul that is 6 years old for tech support in Maine.
They were exceptional solving our Oslo warranty problem. Give it a try: 800.797.5912.
Also it helps to start at the top, the President or CEO, then work your way down the line.
Dealers are middlemen with often little financial stake on warranty problems, any product.
Click to expand...
Yup, that's the number. I've never been able to actually talk to anyone or get a call back. It doesn't say a lot that the CEO or President is the only person you can rely on to give you effective customer service.

Interesting take on dealers too. The dealer should have tons of stake in solving your problem. If they don't, they lose you as a customer and all the folks you give them negative reviews to. The dealer should be the one really advocating for you.

A customer having to go directly to the top is as backward as it gets when it comes to warranty.
 
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CentralVAWoodHeat said:
Yup, that's the number. I've never been able to actually talk to anyone or get a call back. It doesn't say a lot that the CEO or President is the only person you can rely on to give you effective customer service.

Interesting take on dealers too. The dealer should have tons of stake in solving your problem. If they don't, they lose you as a customer and all the folks you give them negative reviews to. The dealer should be the one really advocating for you.

A customer having to go directly to the top is as backward as it gets when it comes to warranty.
Click to expand...

Right. It is the way of too many manufacturers however of any product or service. "Nobody else has ever complained about their front end ..."
It could be the CYA mode of customer service. "Top down" is only one manner of getting results in a hierarchical corporation.
Placing the obligation of solving product defects and problems onto dealers is how margins are saved for some companies.
The other wood stove customer service model company is Woodstock, and perhaps here online Blaze King. Kudos to them !! ;ex
 
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DUMF said:
Right. It is the way of too many manufacturers however of any product or service. "Nobody else has ever complained about their front end ..."
It could be the CYA mode of customer service. "Top down" is only one manner of getting results in a hierarchical corporation.
Placing the obligation of solving product defects and problems onto dealers is how margins are saved for some companies.
The other wood stove customer service model company is Woodstock, and perhaps here online Blaze King. Kudos to them !! ;ex
Click to expand...
I have not heard any body say anything bad at all about Woodstock stoves. Are all of you Woodstock owners genuinly happy with the company and there stoves?
 
Is this a common problem with the 600 it seems there has been others who have said here that they have had a crack in the back. Since this stove is so new you would think the dealer or manufacturer or both would be more helpful. I have never had a problem with my Oslo but hearing a story like this is never good these stoves are not cheap, and I thought they have this great warranty?
 
This is the third year I've been burning my F600 and I haven't had any problems. I bought mine with the Majolica brown enamel porcelain finish and my only complaint was that there were a few small chips when I picked it up at the shop. However, when I told the dealer about them he ordered me a touch up kit for free and you can't even see where they were. I've been very happy with the stove.
 
Alright everyone- enough Jotul bashing. The F600 back cracking issue has cropped up a couple of times this year with us too. Jotul responded properly and swiftly with us, taking care of both stoves with new ones. The problems we had were the stove back cracking upon burn in fires, probably something to do with how the bottom baseplate was tightened during assembly (or that was a thought from Jotul, they're not sure yet either.) All Jotuls are being made (assembled) now in the US to some degree. Depending on your dealer and their relationship with their Jotul rep and the company itself, that will determine the sensitivity of the issue getting resolved- the same thing that always crops up with any company and warranties. I don't think when you are being objective and fair-minded that you'll find a better cast stove company who has always been fair dealing with their fairly small issues with their stoves. Initially, everyone must have thought that is was burning the stove incorrectly that would cause this (ash door open), but happening on burn in fires, that would be a remote chance. Give your dealer and Jotul a chance to fix the issue. They are a top notch company that will do the right thing.
 
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Well, tomorrow will be exactly one month since we have talked to our dealer about our problem. Hopefully we hear something from the Jotul sales rep tomorrow or I guess we will just have to take further action on our part and forget about trying to give our dealer and the Jotul rep any more time.
 
Toolmaker Ted said:
Well, tomorrow will be exactly one month since we have talked to our dealer about our problem. Hopefully we hear something from the Jotul sales rep tomorrow or I guess we will just have to take further action on our part and forget about trying to give our dealer and the Jotul rep any more time.
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Just to back you up a little bit here. Like I said, warranty is my full time profession. A month is unacceptable, especially in an appliance that is sold as a home heater. Several weeks ago, you had been patient enough.
 
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Any new news?
 
xman23 said:
Any new news?
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No news as of yet. Our dealer said that they are leaning hard on Jotul. We are supposed to get an answer today as to what is going on. I would sure think that five weeks would be enough time to get some kind of answer!
 
Armageddon time Ted. Have you called Jotul ? It is time. ;em
Go for it........NOW. ;ex
Seize the day....or someting .
 
Success! Jotul has decided to replace our stove! They have not given me a reason as to what they believe the problem was but you can bet your @$$ that I am going to request that our dealer is present when I do my break in fires. Too my understanding, there has been more than one case of this exact same scenario since about one year ago. I won't go into much detail, but Jotul is going to replace it at their cost. All is well in the world. Now I can enjoy a few cold beverages, enjoy a cigar, and relax in the fact that Jotul has honored their warranty! Thank you Jotul
 
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I should also add........Thanks to Stove Lark for his words of wisdom ( via personal conversation) to steer us in the right direction. Much appreciated
 
Good deal. I'm glad it finally worked out for you. FWIW break in fires should not crack a stove base. They are smaller, lower temp fires.
 
Glad to hear it worked out. Enjoy the new stove.
 
I have a Jotul F600 that is about 7 or so years old. I replaced all the gaskets last year because the burns have become less controllable, especially when it is over 32 degrees. I noticed that there is a small crack in the front bottom plate to the left of the control knob as shown below. Would this cause a less controllable burn? I have a damper and have to keep it closed most of the time. The stove burns between 400 and 550 degrees with the damper and the control closed. My chimney is about 28' with very good draw.

IMG_0398.JPG
 
To Ted- glad it worked out- doesn't surprise me with Jotul- they are a top-notch company and their stoves are usually as good as it gets.

David- is it the baseplate (where the ash grate sits into)? If so, most cracks there are caused by a temp stress, usually brought about by having the ash door opening while burning or an air leak around the ash door while burning. If it is the dreaded baseplate, its an expensive repair. You should not burn the stove in that condition. Fixing it will require taking the bottom out or complete breakdown of the stove. Can't tell from your pix if this is the problem area or not.....
 
stovelark said:
To Ted- glad it worked out- doesn't surprise me with Jotul- they are a top-notch company and their stoves are usually as good as it gets.

David- is it the baseplate (where the ash grate sits into)? If so, most cracks there are caused by a temp stress, usually brought about by having the ash door opening while burning or an air leak around the ash door while burning. If it is the dreaded baseplate, its an expensive repair. You should not burn the stove in that condition. Fixing it will require taking the bottom out or complete breakdown of the stove. Can't tell from your pix if this is the problem area or not.....
Click to expand...
I believe it is the baseplate. I am not even sure how to go about getting it repaired. Would it be more cost effective to replace the stove for a different one? I had a Hearthstone steel stove growing up and it always burned over 800 degrees and never an issue. This did not crack from the bottom door being open. The draw on my chimney is so good I can't control the temperature at times.
 
If it's the base then the stove needs to be rebuilt with a new base. 800F is pretty much the upper limit for most stoves. You can run them hotter but it will age them quickly. Is there a draft damper on stove pipe?
 
begreen said:
If it's the base then the stove needs to be rebuilt with a new base. 800F is pretty much the upper limit for most stoves. You can run them hotter but it will age them quickly. Is there a draft damper on stove pipe?
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There is a draft damper on the stove pipe. If it is over 30 degrees I pretty much have to have it completely closed to somewhat control the stove. I can only put a few logs in at a time as well. Any idea how I get the base plate replaced? How much should that cost? I am not sure my dealer would provide that service. Thank you for your expertise.
 
David K said:
There is a draft damper on the stove pipe. If it is over 30 degrees I pretty much have to have it completely closed to somewhat control the stove. I can only put a few logs in at a time as well. Any idea how I get the base plate replaced? How much should that cost? I am not sure my dealer would provide that service. Thank you for your expertise.
Click to expand...

Too much air is leaking into this Jotul. You shouldn't need a pipe damper except with excessive draft.
The obvious -- gasket checks ALL around first --the dollar thing. Then....
The ash pan assembly is bolted to the base. These bolts MAY loosen with use over time and vibration moving the stove. There are 4. Try tightening them after the usual gasket check . The ash pan is a normal gasket culprit with many stoves.
And, then try to stuff coarse steel wool into the rear primary air entry to decrease the air flow if it is still too hot with the air control dropped to its lowest. This is a Jotul hack.:cool:
And, what "logs" are you burning ? Too dry ? Too small ? Too much dry softwood ? Just checking.
Rebuilding is the LAST to do.;ex
 
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