I bought a new Hearthstone Bennington wood stove for our house several years ago from a nearby dealer. Last summer as I was preparing it for the winter (new gaskets, etc.), I found the lower air inlet had burned out badly. Rather than a tiny orifice, it was 1" x 2" open! I called the dealer, only to be told that they didn't really have a parts department but "someone would call me back later". So I called Hearthstone.
Their customer service guy told me that I'd have to order the part from some dealer, but warned that the part was backordered until mid-November (of 2013, I assumed). But he did get me drawings of the part in order that I could try and make one on my own. So I called another local dealer who was quite helpful and ordered the part for me.
Well, I made up my little part, and it seems to work more or less. But now the inner grate has cracked and deformed. Whether the "aftermarket" air inlet caused this second failure, I can't say. Worse yet, six months later and I still haven't gotten the part from Hearthstone.
I've written to Hearthstone's Customer Service department three times since December trying to find out what's going on, but I haven't even gotten a reply. I'm bringing this up to find out if others have had similar experiences with Hearthstone? Perhaps buyers should be warned and beware.??
Our previous stove was purchased new by my Mom in 1970 and it still works fine in my woodshop. We replaced it with the Bennington because this one was supposed to be more efficient. Am I wrong to expect that an expensive cast-iron wood stove should last longer than 10 years before it goes obsolete due to part/s availability?
So far, I'm very disappointed. Any input is most welcome.
Their customer service guy told me that I'd have to order the part from some dealer, but warned that the part was backordered until mid-November (of 2013, I assumed). But he did get me drawings of the part in order that I could try and make one on my own. So I called another local dealer who was quite helpful and ordered the part for me.
Well, I made up my little part, and it seems to work more or less. But now the inner grate has cracked and deformed. Whether the "aftermarket" air inlet caused this second failure, I can't say. Worse yet, six months later and I still haven't gotten the part from Hearthstone.
I've written to Hearthstone's Customer Service department three times since December trying to find out what's going on, but I haven't even gotten a reply. I'm bringing this up to find out if others have had similar experiences with Hearthstone? Perhaps buyers should be warned and beware.??
Our previous stove was purchased new by my Mom in 1970 and it still works fine in my woodshop. We replaced it with the Bennington because this one was supposed to be more efficient. Am I wrong to expect that an expensive cast-iron wood stove should last longer than 10 years before it goes obsolete due to part/s availability?
So far, I'm very disappointed. Any input is most welcome.
