Hi Everyone,
I am giving you an update to my current situation. For those who don’t know, I have a 2005 PE Pacific insert that I discovered cracked welds in the firebox and a crack within the door rim in 2009. After dealing with the dealer and manufacturer, the firebox was removed by the dealer and was repaired. I also was granted an extension of my 5 year comprehensive warranty to November 03, 2011 by the manufacturer. I posted about my experience on this thread: https://www.hearth.com/econtent/index.php/forums/viewthread/42141/
In 2010, after the annual chimney sweep and clean, I noticed some cracks in the welds and contacted the manufacturer. I didn’t get a response back at that time. I posted about my experience in this thread: https://www.hearth.com/econtent/index.php/forums/viewthread/58621/
This year, I cleaned the chimney early (mid-June) and observed the cracks becoming more pronounced and that the door rim crack was worsening. So on June 24, 2011, I contacted the dealer and put in another warranty claim. After a few weeks of no response, I contacted the dealer and they referred me to contact the distributor. After speaking with the distributor, I sent the pictures of the cracks via email.
Finally on August 12, 2011, the distributor called to say that they will replace the firebox and internals, but I will keep my original door and surround. As long as everything fits together, I am satisfied with that. They also stated the cost of the firebox is covered, but not labour (ie. removal and re-installation) and the firebox will be sent to the dealership. They also wanted me to return the cracked firebox. As a side note, the dealership used to be a 5 minute drive away, but is now located in another town, 51 kilometres (31 miles) away.
Any way, I am happy that finally the defective part is being replaced. However, I am a bit perturbed that they stated that labour (removal, delivery, re-installation) is not covered, even though my 5 year comprehensive warranty states that parts deemed defective will be “replaced†including parts and labour.
I brought the issue up with the dealership, and they stated that during my last warranty claim, where the firebox was replaced, the dealership did not receive any compensation from the manufacturer to remove and reinstall the stove. Is this typical of dealers?
I originally paid for the stove, cash and carry and did the install myself. However, the install was done with the intent that I would not be removing it again. Also, the firebox is a few hundred pounds, and not the easiest thing to remove and transport. Am I expecting too much, if I feel that the manufacturer should be responsible for the cost of removal and delivery?
I am giving you an update to my current situation. For those who don’t know, I have a 2005 PE Pacific insert that I discovered cracked welds in the firebox and a crack within the door rim in 2009. After dealing with the dealer and manufacturer, the firebox was removed by the dealer and was repaired. I also was granted an extension of my 5 year comprehensive warranty to November 03, 2011 by the manufacturer. I posted about my experience on this thread: https://www.hearth.com/econtent/index.php/forums/viewthread/42141/
In 2010, after the annual chimney sweep and clean, I noticed some cracks in the welds and contacted the manufacturer. I didn’t get a response back at that time. I posted about my experience in this thread: https://www.hearth.com/econtent/index.php/forums/viewthread/58621/
This year, I cleaned the chimney early (mid-June) and observed the cracks becoming more pronounced and that the door rim crack was worsening. So on June 24, 2011, I contacted the dealer and put in another warranty claim. After a few weeks of no response, I contacted the dealer and they referred me to contact the distributor. After speaking with the distributor, I sent the pictures of the cracks via email.
Finally on August 12, 2011, the distributor called to say that they will replace the firebox and internals, but I will keep my original door and surround. As long as everything fits together, I am satisfied with that. They also stated the cost of the firebox is covered, but not labour (ie. removal and re-installation) and the firebox will be sent to the dealership. They also wanted me to return the cracked firebox. As a side note, the dealership used to be a 5 minute drive away, but is now located in another town, 51 kilometres (31 miles) away.
Any way, I am happy that finally the defective part is being replaced. However, I am a bit perturbed that they stated that labour (removal, delivery, re-installation) is not covered, even though my 5 year comprehensive warranty states that parts deemed defective will be “replaced†including parts and labour.
I brought the issue up with the dealership, and they stated that during my last warranty claim, where the firebox was replaced, the dealership did not receive any compensation from the manufacturer to remove and reinstall the stove. Is this typical of dealers?
I originally paid for the stove, cash and carry and did the install myself. However, the install was done with the intent that I would not be removing it again. Also, the firebox is a few hundred pounds, and not the easiest thing to remove and transport. Am I expecting too much, if I feel that the manufacturer should be responsible for the cost of removal and delivery?
Attachments
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07-24-Pacific Insert-Top Left Door Rim Exterior Crack.jpg75.4 KB · Views: 865
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07-24-Pacific Insert-Top Left Door Rim-Interior Crack.jpg77.5 KB · Views: 844
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07-24-Pacific Insert-Top Left Front Corner of Firebox - Interior Crack.jpg119.6 KB · Views: 840
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07-24-Pacific Insert-Top Right Front Corner of Firebox - Interior Crack.jpg132.5 KB · Views: 826
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07-24-Pacific InsertTop Right Front Corner of Firebox - Interior Crack-close up.jpg112.4 KB · Views: 837