Is it possible to get hearthstone customer service help? I've called two dealers. One didn't even call back, one I had to harass to take my order for replacement firebricks. That was in January. I'm ready to just rip out the fireplace insert and have the fireplace repaired and returned to working order. I understand supply chain issues, but the lack of communication is ridiculous, especially when Hearthstone themselves say contact a dealer, and the dealer won't contact you back.
Hearthstone customer service help?
- Thread starter birthsister
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MongoMongoson
Feeling the Heat
I contacted them directly once... years ago, to get a replacement baffle for an old 80's Hearthstone. They were very helpful. That was maybe 15 years ago so things may be different now. Give it a shot.
Ashful
Minister of Fire
Nope no ties to hearthstone. Calling around to other dealers. Try calling hearthstone directly. Some parts are available online as well
If it's just firebrick, it's a $3 part. Pick them up and install them yourself. Home depot has them.
Most service companies are short staffed. Being nasty over the phone isn't going to make them want to help you.
Most service companies are short staffed. Being nasty over the phone isn't going to make them want to help you.
It takes soapstone panels most likely. I’ve never had to replace any, if they are just cracked then they don’t even need replaced. He hasn’t got them because Hearthstone can’t get the material.
I have replaced one because it wouldn't stay in place anymore just because of how it cracked. But yeah most I leave alone with the cracks.
Why can't the get soapstone? Just curious I thought they got it from the quarrys local to them.
The insert came with the house when we purchased it, but the owners had all the original paperwork. Even though we didn't pay for it, we did contact the dealer who installed it. It turns out the firebricks are cracked and crumbling, and the metal bands that hold them in place are warped. I wanted 1. to order new firebricks and 2. have someone come out and make sure there wasn't anything else it needed to be safe and effective. It took 3 weeks of phone calls just to get someone to take my order. That was Jan 14. Two follow ups haven't given me any kind of timeline or communication. I gave up and called another dealer. They haven't bothered to call back at all.
I've actually been very polite. But if you can't get a part, be honest about it. Giving me the run around isn't going to get you any business when I hire someone else to rip the thing out and restore my fireplace. And it's soapstone, so I suspect this isn't something I can just run to Home Depot for. Also, since the insert came with the house we bought, I wanted someone to come out and look at it to make sure there wasn't anything else we needed to make it safe to use.
To order replacement parts please see your dealer, or contact an internet parts dealer listed below:
hearthstonetech.com
Contact - HearthstoneTech
For technical support, please contact your local authorized HearthStone Dealer. Find Your Local Dealer To order replacement parts please see your dealer, or contact an internet […]
hearthstonetech.com
They source the soapstone from various places in South America I believe. They took orders for 9,000 stoves last year alone, with the shortages on products and shipping they are way behind. Like all stove manufacturers. Orders are approaching 16,000 this year…
Mt Bob
Minister of Fire
Perhaps these sizes may match up
www.soapstones.com
And I know I have seen the retaining straps on a stove site, Woodsmans,Obidiah's or somewhere.
Mariana Soapstone Firebrick | Stonetrade®
You’ve chosen the perfect mantel & surround – why not design your fireplace using the dove gray beauty of soapstone? Call 401-885-6608 Please contact us! Robert Andrews…
www.stonetrade.com
Soapstone Fireplace Surrounds, Mantels & Firebricks | M Teixeira Soapstone
Explore our solid carved soapstone fireplace mantels and firebricks. Add a timeless look to your fireplace and improve its efficiency with soapstone.
www.soapstones.com
Ashful
Minister of Fire
I think it would help the OP to post the links used to find a good independent sweep. I was it ncsg.org? csia.org?
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