I was trying to respond to the OP but it was locked. I have thought about making a "Climber's" Guide for pellet stove mechanics, and I just may....I have a business that specializes in service. I have identified about 15 unique ways in which people become alienated from dealer service; these reasons are a testament to why this forum is so credible. Much of what I know has come from hands on practice and stuff I learn here from all of you. If you look at the birth of the automobile, that industry too created specialized products that ONLY dealers would have the parts and expertise to remedy. What they (automobiles) all had in common was the need for fuel. As automobile sales increased, the demand for fuel led to a more systematic way of delivering it, and in 1914 Standard Oil of California opened a chain of 34 homogeneous stations along the West Coast. Major oil companies moved quickly to secure their own gas dealers, made possible by technical advances in gasoline pumps. Soon pumps were being installed not only at the new service stations, but in front of hardware stores, feed companies, livery stables, and a variety of other retailers. Curbside pumping was less common in the countryside. The early service stations along the roadside might be converted barns, stables, warehouses, or poorly constructed sheds. Super service stations were important elaborations of the original filling stations. Introduced in Los Angeles prior to World War I, super service stations combined operations that had been handled separately. Before that time, a motorist went one place for gas and oil, and other places for lubrication and cleaning, and returned to the dealer for repairs and other accessories. Combining these activities was convenient for consumers and opened up new marketing possibilities for those interested in taking advantage of the boom in automobiles. People shared all of the same frustrations we have with our heating via stoves. It's not that dealers do not want the business...its that many dealers do not know how to do the business well enough to stay in business. The problem is that the manufacturers protect their dealers from like brand competition through geography yet do not enforce the service aspect to retain a dealership, or do not offer a "manufacturer" option AND are reluctant to open it up to competition from folks like me who actually WANT to do the work. In the end, companies like mine will eventually proliferate the marketplace for service and the brands that want to remain credible will need to embrace the marketplace where the consumers feel most comfortable spending their money.