Is Englander service good? .......

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MCPO

Minister of Fire
You bet it is!
We had to wait on the phone for 20 minutes for a service rep but that`s understandable at this time of year. The rep walked me thru the problem analysis as he consulted his computer, took 10 minutes. I had already known the blower fan was bad since I put 120v to it and it just sat there humming but he has his own reasons to test thoroughly and that`s understandable too.
A new fan is on it`s way. My neighbor was impressed with Englander service..
 
Glad you got it figured out.

I've always valued a company with good service as well or more than a company with a good product. They are both extremely important to keep a customer happy.

The only complaint I've had is that getting TO Englander service can sometimes be a challenge. I've made a few calls and gotten a machine, never made it through to the service person. I find this forum more responsive and it's going to be my first choice for assistance.
 
I hope they get recognized for their outstanding service. I purchased a PDV last year...any issues I had were dealt with and the service provided between the tech's and Mike have been excellent. I didn't know alot about Englander; the rep where I bought the stove said nothing but good for the stoves they made. This site and the members on it are a great asset to the company and the users and truly speaks of their commitment. They even chime in when the "pellet pigs" provide bad guidance. When I need a new stove or a second, I will stay with Englander regardless of what's on the market. Thank you

EWILT
 
EWILT said:
I hope they get recognized for their outstanding service. I purchased a PDV last year...any issues I had were dealt with and the service provided between the tech's and Mike have been excellent. I didn't know alot about Englander; the rep where I bought the stove said nothing but good for the stoves they made. This site and the members on it are a great asset to the company and the users and truly speaks of their commitment. They even chime in when the "pellet pigs" provide bad guidance. When I need a new stove or a second, I will stay with Englander regardless of what's on the market. Thank you

EWILT

Well, I have a Harman and I really like it (used and bought cheap) but honestly I`m really liking the Englander too and if I had to purchase another one I would not hesitate to buy the Englander.
I know a few who have them and none of them are having second thoughts.
 
My next stove will be an Englander!! You have to appriciate the support from Mike H. and the folks here on this forum who own the brand.
 
I understand that it has been a challenge getting thru to tech support this year, but I chock that up to the large increase in stoves sold this season. I never had much problem the previous 3 years except on Monday mornings.
 
I have nothing but good things to say about England Stove, I do not know about the phone service line and the waiting, I sent them an email about a blower problem and heard back within the hour. I had a squealing blower motor and without hesitation they sent me a new one at no charge. No I can watch TV with my stove blower running. I would recommend an Englander stove to anyone, they are good quality stoves with a manufacturer that stands behind their product.
 
I'm a new stove-owner....purchased my first one (NE-PD25) in June this year.

No problems so far...I did my own install & had a few questions on how to do that.

The service was excellent--out of the 4-5 calls I made I only remember one long wait (5 minutes). My questions were answered promptly and courteously and I'd have to give a big thumbs up to the service so far.

I love the damn stove too.....even with HO below 2 bucks/gallon.....I keep the thing running most of the time.
 
I only had to call customer service once for a minor issue and was helped immediately. On hold maybe all of 2 min. but it was also back in the summer. I give them 2 thumbs up.
 
I've witnessed outstanding support from Mike and Corie
on this forum. Due to that I'm very impressed and would
buy an Englander in a minute if I were to get a second stove
or if this one totally bit the dust.
 
I needed a new door gasket called in the AM had it at my house the next afternoon no charge.
 
pelletizer said:
I needed a new door gasket called in the AM had it at my house the next afternoon no charge.

Wow! Youmust be close. The service tech told me to expect the fan to take about 6-7 days to arrive.
I managed to hook up another replacement motor (temporarily) so it`s working good at the moment and should be fine til the new one arrives.
 
They shipped it overnight and it was early Sept after my break in burn service was I am sure slow then,
The door gasket stuck to the stove and frayed when the door was opened.
 
I am not very familiar with Englander stoves. They have one to many augers for my liking. I needed an auger motor for a customer. I left a message for Mike Holton at Englander. He called me back we did some trouble shooting and I have an auger motor coming for a customer.

Not a bad stove for the money. Customer service was great.

Eric
 
ok, you guys are all officially on my christmas card list , just e mail the addresses :) ,lol

as for the waits on the phone , i do apologize for that , and i urge anyone who has been atempting to contact us unsuccessfully to read this post completely and use our alternative options to contact us, we will take care of you, my word on that. we at ESW take great pride in our service department and we are working hard at expanding our service. personally i am extremely proud of our people in our service shop who are working long hours during this season especially with the massive demand on alternative fuels this season and the huge jump in stove sales. unfortunately technicians arent just hired , they must be grown. my junior techs have been working on our assembly lines during the week and most come in on weekends attending classes (most of which are chaired by corie, our lead engineer at ESW) and other senior members of the ESW team learning their craft. my techs do not give the "try this and call me back if it doesnt work" approach to service, they routinely stay on the line and actively help the customer determine what their issue is and help them correct it. this takes time in some cases.

our "IT" department also is working hard on expanding our capabilities as well. we already have online warranty claims where a customer who may have an issue can contact us via the internet and in many cases can have their issue resolved without even having to pick up a phone. customers can also request a "callback" via the internet by filling out the online warranty form or by simply emailing our service department and detailing what is happening and asking for a callback my techs will respond to these callbacks within one buisness day.if anyone who reads this wishes have a callback please indicate this in an email to [email protected] or click the "contact us" on our site please include a daytime phone number with your e mail along with your stove model and serial number with your question. it should also be noted that we have on our website over 200 pages of "wizard type" online troubleshooting and thesaurical information available at www.englanderstoves.com , along with instructional videos in DVD format which we include with every ESW pellet and multifuel unit we produce, these dvd's are also available for anyone who wishes to have one with only a shipping charge, or included free with any other order.the dvd's are very concise and informative with the best "free talent" money doesnt need to provide (i do all the video's and am by no means "high priced talent") ;-)

i feel that the situation concerning the wait times on our phone system will soon be very much shorter, and the "service experience" for customers will be much more "user friendly" . obviously we do not expect to talk to the largest portion of our customers as in virtually all cases we do not hear from our customers in our service department as the vast majority of our units do not have any issues , but i do ask that if a customer of ours feels they have an issue , please perouse our website for a potential answer to the question at hand, and if you dont find your answer please feel free to contact us at whichever method you prefer of the possibilities i have listed, my staff would be happy to answer any questions , or address any issue you may have with our product.
 
I can't say I'm all that thrilled with my Englander pellet stove, but the service/tech dept at ESW is much more helpfully than any other stove manufacturer I've ever contacted... certainly more so than Harman!
 
stoveguy2esw said:
as for the waits on the phone , i do apologize for that

No apology necessary. I'm sure that ESW had no clue this was coming. Besides, the responses you have here make up for it. I've been very happy with the two Englander stoves I have and would certainly recommend them to someone else.

Thanks Mike!
 
I do not own an Englander, but I would not hesitate to recommend them.

You can tell by speaking with the employees that their stoves are built with pride,
and the customer service that comes with each stove cannot be beat.

Quality in customer service is rare in today's weird world.
 
I hope I still get a christmas card even though I'm the only complaint in the thread ;)
 
Although I think highly of the Englanders I find that the 25PDVC stove doesn`t burn anywhere as low as my Harman P38 does.
I just ran 48 hrs on a full hopper (50 lbs) on low.(#1) This is since I lowered the low draft air due to my inherent strong chimney draft. Obviously the heat output is limited at this burn rate but it works well on 45 + degree temps and spring/fall seasons.
My neighbor is burning 1.6 bags every 24 hrs with his 25PDVC.(set on 6-4-1) That`s 3 times more fuel.
Sure, he is getting more heat than I am but on warmer days it can be a waste.
Englander tech advised 6-4-1 settings on the low burn for him and it really burns nice but we`d like to burn it lower. Any suggestions?
 
Gio said:
My neighbor is burning 1.6 bags every 24 hrs.with his 25PDVC

I typically get around 30 hours out of a 40 lb bag on the low setting. I've been running my settings at 3-6-1. I bumped the feed rate up to 4 this morning as the flame was occasionally dying down between feeds of the auger.

I think that you could adjust the feed down a bit and get a longer burn out of each bag.
 
I was burning my stove at 6-4-1 and I was also blowing thru pellets. Now I have adjusted to 4-4-1 and I burn a lot less pellets and when I want a little more heat I up it to 5-4-1 and continue to run at 1 and 6. On a day when the temps are at 35 or higher I find 4-4-1 is fine, when it drops below 35 outside then I go back to 5-4-1 and that works good for me. I got this stove to supliment my oil heat and save on oil not to replace my oil burner. I keep my oil thermostat set at 67 throughout the house (2600 sf - 3 floors) and I use a considerable amount less oil.
 
Thanks Cards and Kofkorn,
I`ll pass this info on to him in hopes he can cut his pellets useage down.
 
Gio said:
Although I think highly of the Englanders I find that the 25PDVC stove doesn`t burn anywhere as low as my Harman P38 does.
I just ran 48 hrs on a full hopper (50 lbs) on low.(#1) This is since I lowered the low draft air due to my inherent strong chimney draft. Obviously the heat output is limited at this burn rate but it works well on 45 + degree temps and spring/fall seasons.
My neighbor is burning 1.6 bags every 24 hrs with his 25PDVC.(set on 6-4-1) That`s 3 times more fuel.
Sure, he is getting more heat than I am but on warmer days it can be a waste.
Englander tech advised 6-4-1 settings on the low burn for him and it really burns nice but we`d like to burn it lower. Any suggestions?

yeah , he can sneak it down a bit . lower the LFF to 4 , and burn the unit , watch the fire to determine if you are still getting suficient flame to stay lit , if the flame is still high after its run for a while , lower it one more notch(to 3) and monitor it again , ideally we do not want the flame to go out to coals and relight from them as this would be a very dirty burn , but we do want to keep the low burn down to a rate which will sustain the fire while using fewer pellets.
 
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