I have a Breckwell Big E Furnace in which I have been very happy with it's performance. However, getting replacement parts seems to be quite the project. Last year I needed to replace the ash pan gasket, I went to the dealer where I purchased the stove to buy the gasket and they did not have the gasket in stock. So I was told to call next week, I called the following week and was told to call the following week once again. After 4 weeks I ordered the gasket from Breckwell. I did get the gasket but thought the shipping charge was high, especially for such a common item in which I believe the dealer should have had on hand. I do not understand why I was able to get this gasket and the dealer wasn't able to? to this day the dealer has never called me back telling me they got my gasket in, guessing because I was installing it myself and they were not going to make any money off of me (labor).
Recently my Combustion Blower motor went bad. Once again I called the dealer and was told that they did not have this item in stock to try again next week. I believe they should have taken my name and placed and order and call me when the part came in. This would be the proper way to do business. The dealer is leaving me hanging. I have no idea if I would get this part or not. The dealer keeps saying call back next week. To me this is bad for business and bad for Breckwell.
I then called all the Breckwell dealers in my state looking to buy this motor and I was willing to do the traveling. Not one dealer in the state had this part. I then sent an e-mail to Breckwell questioning why no dealers seem to have replacement parts on hand. It's been 2 weeks to date and have not had a response from Breckwell. I ordered the parts I needed from Breckwell. I received an e-mail stating my order was received and should be processed within the next 5 business days and I should receive my order in 5 to 10 business days which amounts to 2 weeks. Once again I sent an e-mail to Breckwell questioning why it takes so long to process an order nevermind shipping it out. Today is day 7 and I have not heard a thing from Breckwell. I feel as though the dealer doesn't care because they got my money when I bought the stove and seeing as I have the knowledge to fix the stove myself and they won't be making any money off of me they are blowing me off. I now believe Breckwell is making me wait because I questioned them. Does anyone know who I can contact from Breckwell who would help me? Like I say I am very happy with the stove itself but I really don't understand why it takes so long to get a replacement part or why my local dealers never seem to have a part on hand. There has been no reason giving. Looking for suggestions as what I should do? Personally I would like to know how I could get a hold of supervision at Breckwell to explain my situation rather than talking with sales people. I heat my home with the pellet stove and next week we are getting below zero temperatures. Yes like most I have oil heat (used now as backup) but would rather use the pellet stove. All I am looking to do is get my stove working once again. Thanks
Recently my Combustion Blower motor went bad. Once again I called the dealer and was told that they did not have this item in stock to try again next week. I believe they should have taken my name and placed and order and call me when the part came in. This would be the proper way to do business. The dealer is leaving me hanging. I have no idea if I would get this part or not. The dealer keeps saying call back next week. To me this is bad for business and bad for Breckwell.
I then called all the Breckwell dealers in my state looking to buy this motor and I was willing to do the traveling. Not one dealer in the state had this part. I then sent an e-mail to Breckwell questioning why no dealers seem to have replacement parts on hand. It's been 2 weeks to date and have not had a response from Breckwell. I ordered the parts I needed from Breckwell. I received an e-mail stating my order was received and should be processed within the next 5 business days and I should receive my order in 5 to 10 business days which amounts to 2 weeks. Once again I sent an e-mail to Breckwell questioning why it takes so long to process an order nevermind shipping it out. Today is day 7 and I have not heard a thing from Breckwell. I feel as though the dealer doesn't care because they got my money when I bought the stove and seeing as I have the knowledge to fix the stove myself and they won't be making any money off of me they are blowing me off. I now believe Breckwell is making me wait because I questioned them. Does anyone know who I can contact from Breckwell who would help me? Like I say I am very happy with the stove itself but I really don't understand why it takes so long to get a replacement part or why my local dealers never seem to have a part on hand. There has been no reason giving. Looking for suggestions as what I should do? Personally I would like to know how I could get a hold of supervision at Breckwell to explain my situation rather than talking with sales people. I heat my home with the pellet stove and next week we are getting below zero temperatures. Yes like most I have oil heat (used now as backup) but would rather use the pellet stove. All I am looking to do is get my stove working once again. Thanks
! did see where I can get the motor but they are out until 1/15/2009 I believe. It's amazing, I ordered floor vents and fans from a business and I had them the next day without paying for overnight shipping etc! Never have I ever had to wait for more than 3 days to a week for anything I ever ordered on the internet for normal shipping charges. Too bad they have such a great product but don't support it........it will hurt them in the future!
