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Quadrafire and Dealer customer service with a smile

Post in 'The Hearth Room - Wood Stoves and Fireplaces' started by Trilifter7, Apr 29, 2013.

  1. Trilifter7

    Trilifter7 Feeling the Heat

    Joined:
    Oct 19, 2012
    Messages:
    452
    Loc:
    Beavercreek Ohio
    Well, I just got my stove repaired under warranty and everything was handled very well. I had a burner assembly in my Isle Royale that was welded wrong from the factory and causing my fire board to slide out every time I tilted the burners up. This was a PIA when I went to reload from the top and it would slide down into a hot firebox. I had to reach down in and push it back upon place then rotate it back horizontal before it fell again!!! I called my dealer and he came out and took pics then sent them to Quad. He got back to me later that week and said everything was approved under warranty and he got the parts ordered. This morning he came out and installed the new assembly and everything looks solid now and the fire board is tight in place. He even let me keep the old fire board and burn tube as spares!! I know a lot of manufacturers and dealers get some bad raps here (except Woodstock) so I wanted to share the positive experience that I had. I'll post some pics later.

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  2. Jags

    Jags Moderate Moderator Staff Member

    Joined:
    Aug 2, 2006
    Messages:
    15,256
    Loc:
    Northern IL
    With Quad - it appears the the dealer is the make or brake link. Since quad goes through the dealer only...a good dealer can equate to a good experience and well...you know what a bad dealer can do.
  3. begreen

    begreen Mooderator Staff Member

    Joined:
    Nov 18, 2005
    Messages:
    49,657
    Loc:
    South Puget Sound, WA
    Several big companies are like this. Quad, Harman, Travis, VC, etc. Most are going to want a tier 1 filtering of simple issues before they are brought up with their limited tech staff. That's the dealer.
  4. Heatsource

    Heatsource Minister of Fire

    Joined:
    Dec 19, 2011
    Messages:
    786
    Loc:
    Northern CA
    Fixed it for you :)
  5. Jags

    Jags Moderate Moderator Staff Member

    Joined:
    Aug 2, 2006
    Messages:
    15,256
    Loc:
    Northern IL
    Other than Englander and Woodstock.;)

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