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Scan Anderson Customer Service?

Post in 'The Hearth Room - Wood Stoves and Fireplaces' started by G26K, Oct 18, 2006.

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  1. G26K

    G26K New Member

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    I ordered an Scan 8-2 stove back in March/April, based on the great efficiency rating and design. When it arrived 3-4 weeks later it was damaged beyond repair, they ordered a replacement from the factory. I will not bore you with the stories I have been told, and all the delays we have endured (6 months), but the new stove finally arrived last week, and it too is damaged. Although parts are available in the U.S. we are still waiting to find out if it will be taken care of. As we were building a house, we designed the chimney and hearth area specifically for this model, it will be difficult to remodel now. Through all of this the reps in Portland Maine and the local sales rep have been virtually unable to provide any order status details or time frames for delivery, and they seem to be very indifferent to our plight. Has anyone else had this experience? I know they have been bought out by Jotul, and they are a huge stove maker (and a sponser of this site) Any recommendations? Thanks...K

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  2. webbie

    webbie Seasoned Moderator Staff Member

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    Jotul is big, but they just bought that company at about the time you bought your stove. From what I hear they are going slow at integrating it into their core biz.....and, yet they are selling a lot more than they thought they would. In other words, they are not up to speed and you were in the wrong time/place.

    If you PM me, I may be able to use a little "influence" to at least see what is going on.
  3. MountainStoveGuy

    MountainStoveGuy Minister of Fire

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    what exactly was the damage the second time? is it cosmetic? can it be installed and used untill it gets resolved?
  4. G26K

    G26K New Member

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    The damage consisted of the leg assembly being broken off one side (fortunately they bolt on) and the interior stones being broken. As these stones are molded for each stove, it is not as easy as just replacing fire bricks like our present stove. The damage was apparently caused by packing the soapstones and another crate of pieces on top of the stove crate (took two guys to slide the "extras" of the crate and onto the forklift tines) , it was not built to have anything on top of it (I went down and took a look myself before they uncrated it, way too light duty on top). It is supposed to be an oustanding stove, but it has been really painful to obtain in one piece...K
  5. BrotherBart

    BrotherBart Hearth.com LLC Mid-Atlantic Division Staff Member

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    K.

    In sixty years I have only learned one thing. If a purchase starts going bad and keeps going bad, it ain't gonna ever get any better. If you have been going through this drill for six months and there is any way you can get your money and run, get your money and run.
  6. Robbie

    Robbie Minister of Fire

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    I would refuse it no matter what and go to another company/brand. Or at least get a new model stove they have in stock and see if you can get it soon. When bricks are broken and tossed around, it will introduce grit and brick dust in areas you may never get out.

    My stove was "gently" rolled up on it's back to carry in, it got brick dust in my damper and made it stick. It was easy to fix because it came out and I cleaned it. This was not a big deal at all, and no fault of the dealer or installer.

    But..........I realized it was caused by brick dust and grit, I found it all inside my damper area.

    You must have lots of patience, I would never put up with that or take a stove that has it's leg broken and bricks broken............how do you break all this without a hard drop of some kind ?


    Robbie
  7. elkimmeg

    elkimmeg Guest

    hey hey hey I can't get no satisfaction Hey hey. hey. I can't get no satisfaction
    BB has got it right, nobody should put up with this crap for this long.
    I don't care how good the product is if you are getting this kind of run around it plain ain't worth it.
    A little voice should be telling you to be leary of possible what ifs down the road, with this stove and manufacturer
    response?
  8. Mike Wilson

    Mike Wilson New Member

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    Spoken like a true Vermont Castings representative... :p

    -- Mike
  9. Roospike

    Roospike New Member

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    :exclaim: :lol: :exclaim:
  10. elkimmeg

    elkimmeg Guest

    Vc has no place in this post getting the runaround .
  11. G26K

    G26K New Member

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    Yes, the little voice had been yelling at me for awhile. But as the house was still under construction, and other matters seemed more pressing, we waited patiently. I must agree, I have major concerns about this damaged unit, and I don't want problems down the line. Also, as the Reps for Jotul/Scan have been so poor in the customer service department I no longer feel they should get my money by picking another of their products. I have looked at the VC Defiant and the Quadra-Fire Cumberland Gap, any others to consider for a 1990 sq ft. house that has a large supply of dry fir and alder here in the NW? And thanks for the insight and comments.
    P.S we are presently set-up for a rear vent stove w/ 6" double wall built in. There is still a day or two left to adjust the outlet before they sheetrock.
  12. begreen

    begreen Mooderator Staff Member

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    Harmon Oakwood, Morso 3400 series or 4600 series, PE Spectrum (classic), Hearthstone Heritage also come to mind. The Morsos are closest to the Scan in looks.

    Where in the NW is the dealer G2?
  13. Mike Wilson

    Mike Wilson New Member

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    Ahh, but they do, my fine friend... they do...
    Unfortunately, my memory goes back a little further than one post... like to when poor Mo got jerked around and screwed for an entire season over a very basic problem by Vermont Castings, who only finally relented and "sort-of" did the right thing after there was a general rebellion and popular revolt against them on the country's premier wood-burning forum board...

    And so therefore, based upon this logic, VC, Scan, and a few other companies should be forever panned by the HeathNet membership forever... right?

    Seriously though, I happen to agree with Craig's post... G26K happened to purchase a stove at a bad time in Scan's history, unbeknownst to him until now. The manufacturer should step up to the plate, but if not, the dealer should have worked to resolve the problem faster, offered another stove, or refunded his money. Sorry to go off like this, but blanket statements panning a manufacturer for a single matter tend to piss me off. Companies have good days, and bad days, just like they have good employees, and poor ones.

    Flame away.
    I'm going to go have my coffee now...

    -- Mike
  14. elkimmeg

    elkimmeg Guest

    Mo porcrastinated and lead to his own situation. It was so entertaining to read mo's post I almost did not make the call.
    The Flash of light was priceless.

    Finally I wanted to grab threw the monitor Mo and shake some sense into him. I did the next best thing I had the head of VC plant opperations call him. It got resolved. I wish I could call Jotul and arm twist them in this situation When Hot Flame was getting his runaround, I helped install his stove. Diss me if you feel it is warranted but I try to help
  15. Mike Wilson

    Mike Wilson New Member

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    "Diss" ??? ahhhh yes, I know what you mean... "diss" ... from the ghetto slang "to disrespect" ... the Wu Tang Klan from the Fox Hills Projects east of 278 over in Stapleton on Shaolin would be proud of you Elk ! :eek:hh:

    You do help... honestly, you do... but I don't think its helpful to make statements warning people to "be leary of possible what ifs down the road, with this stove and manufacturer" when all we know about G26K's situation is what's posted in a paragraph of text. Plus, as G26K said, "as the house was still under construction, and other matters seemed more pressing, we waited patiently" ... sounds like Mo.

    Help, make phone calls, give advice on how to deal with the dealer or manufacturer, that's helpful. Telling someone to be leery of what to expect from a company like Jotul is ridiculous, especially in light of all the pumping of VC that I've read from you...
    Craig said he may be able to use his "influence" ... let's give him a chance.

    -- Mike
  16. skypager

    skypager New Member

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    Aside from the normal growing pains of absorbing any existing company, Jotul purchasing scan can be nothing but a good thing.
  17. G26K

    G26K New Member

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    I have looked at the stoves mentioned and have found some acceptable replacements. I spoke with the Jotul/Andersen local rep today, and picked up a copy of the "details" of this ordeal from my local stove shop. We ordered on 4-4-06, and the J/A folks seem to have very little concern over the delays or the fact they expect me to pay full price for a freight damaged stove that was improperly crated (not the trucking companies fault). As fine a company as these two may be, they certainly are not concerned about their reputation with the end users (we burn a little wood here in the NW). I am waiting to see if I hear from the national rep today with a solution, am I out of line to expect some concern and adjustment on their part? Take care, and thanks for all the comments...K
  18. begreen

    begreen Mooderator Staff Member

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    Where in the "NW"?
  19. G26K

    G26K New Member

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    I am in the Graham area, SE of Tacoma.
  20. begreen

    begreen Mooderator Staff Member

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    Ah good, thx. Howdy neighbor.

    There is a Scan dealer in Seattle that has been pretty good. A friend had them install one last year and it has done well for them.
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