SBI Customer Service

Post in 'The Hearth Room - Wood Stoves and Fireplaces' started by etiger2007, Apr 30, 2013.

  1. etiger2007

    etiger2007
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    So I had my Osburn 2000 insert for one year and as I have reported in the past I had issues with the left side or hinge side of the door sealing. Well I replaced the factory door gasket with a bigger one courtesy of SBI to help seal the door better and it seemed to work, then the door handle froze up and SBI sent me a whole new door with no issue. Then SBI was looking into the issue and felt it could have happened anywhere along the chain before it got to my door and felt it would be best to replace the whole unit , so today I received my new Osburn 2000 wood insert. Bert from SBI is a very courteous person who helped me along the way and made this super easy on me ( thank you Bert very much)
     

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  2. aansorge

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    Wow! I would agree...a very friendly and courteous company.
     
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  3. begreen

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    Thanks for the update. It's good for them to pull back a bad unit and analyze what went wrong. Could have been built on a Friday at 5pm, with happy hour beckoning. How is the new unit's door sealing?
     
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  4. etiger2007

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    Its still in the crate but I did try the dollar bill test on it and im not exactly sure what a pass is. I can pull the dollar out and it takes effort to do so, it is snugg. Im not sure if I shouldnt be able to pull it out. I tried the test on the new unit and the old unit and they seemed about the same only difference is the old unit has a bigger gasket compared to the new unit.
     
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  5. ddddddden

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    Able to pull with resistance = pass, AFAIK.
     
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  6. webby3650

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    The dollar bill test sounds good. You should be able to pull it through with a little effort.
     
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  7. Jags

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    "Snug" is good. Dollar not staying in place = bad.

    Sounds like your new unit is ready to be installed.
     
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  8. Redlegs

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    Refreshing customer service. Good on 'em.
     
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  9. Backwoods Savage

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    Ed, glad you finally go the new unit. In addition, next winter your wood should be prime!
     
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  10. etiger2007

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    Dennis, the wood got moved to the north side of the yard, it's gets a lot more wind and is sun drenched most of the day. Should be interesting this winter. The ground where the wood used to be is still wet.
     
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  11. Backwoods Savage

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    Ya, I knew you were moving it Ed. You'll be a happy camper next winter for sure.
     
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  12. bag of hammers

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    Ed this is a great story. Kudos to SBI for stepping up...
     
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  13. DexterDay

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    I just received my Enerzone pellet stove (SBI) and I believe Bert to be one of the BEST they have. Been speaking/emailing him over the last 2 months.

    He has helped me 100 times over. Bending over backwards to help a stranger is something that most won't do nowadays.

    Glad to see you got a new unit. SBI stands behind there product. There following is pretty large. But word of mouth like this definitely helps them make stride in the market.

    Please keep us updated on whether this solves the problem.
     
  14. webby3650

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    Manufacturer tech help, over a 100 times. Sounds about right for a pellet stove! ;lol
     
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  15. DexterDay

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    Not literally.. I just received the stove today.

    And my Quad (what the Enerzone is replacing) and Fahrenheit pellet furnace have been problem free for years (5 for Quad).

    Sorry to the OP for Slight derailment: (

    My wood stove requires more work than a pellet stove. Just for the record. :)
     
  16. webby3650

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    I was in denial when I had my pellet stove too, it's OK. Totally kidding you though! ;)

    I am a huge SBI fan. We carry Enerzone woodstoves, I am very impressed with their quality and their nice burn! I'm glad they have customer service to back it up!
     
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  17. begreen

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    A big thanks to FyreBug for stepping in and helping move this through the system.
     
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  18. robar44

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    I work for an SBI dealer in Nova Scotia and besides the excellent quality of the units they produce I often recommended their products solely on the basis of their excellent customer service. It is truly second to none in comparison with the other manufacturers we have dealt with. Warranty part replacement is seemingly never a problem and they do not blame every customer issue on "overfiring." Hats off to SBI for resolving this issue.
     
  19. mellow

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    I took a chance when the Flame XTD's were first released and purchased one based on SBI owning the stove line, never did have to test out the customer support as the stove functioned as it should from day 1.

    If SBI had cat stoves I would have given them a chance when I upgraded, maybe next time.
     
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  20. etiger2007

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    I said it once and Ill say it again Bert from SBI is one hell of a guy. I too wish SBI had a Cat line.
     
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  21. Swedishchef

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    It's always worth mentioning what people wish they had....SBI are smart and I am certain that customer input plays a huge part of their strategic long term planning..who knows, perhaps an Osburn cat stove down the road ? :)

    Bert is indeed a hell of a guy...I am very glad of my purchase.

    Coincidently I am going to Quebec City this weekend for meetings all next week...too bad I have NO time to get to their factory for a visit...agh.

    A
     
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  22. Bones

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    With the great customer service you received from SBI, makes me even more happy I got the Osburn 2000.....;)
     
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