SBI Customer Service

etiger2007 Posted By etiger2007, Apr 30, 2013 at 5:38 PM

  1. etiger2007

    etiger2007
    Minister of Fire 2.
    NULL
    

    Feb 8, 2012
    1,251
    457
    Loc:
    Clio Michigan
    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)
     

    Attached Files:

  2. aansorge

    aansorge
    Minister of Fire 2.
    NULL
    

    Aug 12, 2011
    862
    215
    Loc:
    Southern Minnesota
    Wow! I would agree...a very friendly and courteous company.
     
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  3. begreen

    begreen
    Mooderator 2.
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    Staff Member

    Nov 18, 2005
    61,322
    7,819
    Loc:
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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

    etiger2007
    Minister of Fire 2.
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    Feb 8, 2012
    1,251
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    Loc:
    Clio Michigan
    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.
     
  5. ddddddden

    ddddddden
    Minister of Fire 2.
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    Oct 20, 2009
    1,335
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    Loc:
    Central Va
    Able to pull with resistance = pass, AFAIK.
     
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  6. webby3650

    webby3650
    Master of Fire 2.
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    Sep 2, 2008
    6,326
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    Loc:
    Indiana
    The dollar bill test sounds good. You should be able to pull it through with a little effort.
     
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  7. Jags

    Jags
    Moderate Moderator 2.
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    Staff Member

    Aug 2, 2006
    17,253
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    Northern IL
    "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

    Redlegs
    Feeling the Heat 2.
    NULL
    

    Feb 16, 2012
    282
    114
    Loc:
    Eastern Kansas
    Refreshing customer service. Good on 'em.
     
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  9. Backwoods Savage

    Backwoods Savage
    Minister of Fire 2.
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    Feb 14, 2007
    27,815
    7,367
    Loc:
    Michigan
    Ed, glad you finally go the new unit. In addition, next winter your wood should be prime!
     
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  10. etiger2007

    etiger2007
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    Feb 8, 2012
    1,251
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    Loc:
    Clio Michigan
    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

    Backwoods Savage
    Minister of Fire 2.
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    Feb 14, 2007
    27,815
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    Michigan
    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

    bag of hammers
    Minister of Fire 2.
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    Jan 7, 2010
    1,441
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    Northern ON
    Ed this is a great story. Kudos to SBI for stepping up...
     
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  13. DexterDay

    DexterDay
    Guest 2.
    NULL
    

    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

    webby3650
    Master of Fire 2.
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    Sep 2, 2008
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    Indiana
    Manufacturer tech help, over a 100 times. Sounds about right for a pellet stove! ;lol
     
  15. DexterDay

    DexterDay
    Guest 2.
    NULL
    

    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

    webby3650
    Master of Fire 2.
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    Sep 2, 2008
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    Indiana
    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

    begreen
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    Staff Member

    Nov 18, 2005
    61,322
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    A big thanks to FyreBug for stepping in and helping move this through the system.
     
  18. robar44

    robar44
    Member 2.
    NULL
    

    Aug 8, 2011
    5
    4
    Loc:
    sydney ns
    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

    mellow
    Resident Stove Connoisseur 2.
    NULL
    

    Jan 19, 2008
    4,444
    595
    Loc:
    Salisbury, MD
    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

    etiger2007
    Minister of Fire 2.
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    Feb 8, 2012
    1,251
    457
    Loc:
    Clio Michigan
    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.
     
  21. Swedishchef

    Swedishchef
    Minister of Fire 2.
    NULL
    

    Jan 17, 2010
    3,235
    682
    Loc:
    Quebec, Canada
    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

    Bones
    Member 2.
    NULL
    

    Feb 16, 2007
    154
    28
    Loc:
    Tennessee
    With the great customer service you received from SBI, makes me even more happy I got the Osburn 2000.....;)
     
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