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Sorry Customer Service Lopi!!

Post in 'The Hearth Room - Wood Stoves and Fireplaces' started by sixman, Nov 26, 2013.

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  1. sixman

    sixman Feeling the Heat

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    Bought a new Lopi Endeavor 3 years ago. This year when I lit the first fire of the season, the door glass cracked with a single crack right down the center from top to bottom. I had just started a small shoulder fire with my supercedars, bypass open main draft open and door just pushed to and not latched. Sat down in my recliner to let it get lit and 5 minutes later it cracked. Thermometer hadn't even started moving good yet. No worried right, I have a good dealer(I think) and it is still under warranty. It has been two months and still no glass and at this point I am about ready to just buy one and put it in myself but can't seem to find parts. Any help would be great.

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  2. lopiliberty

    lopiliberty Minister of Fire

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    Two months!! When I switched out my regular glass for the etched glass I was told it would take two weeks for the glass to come in and it was here 4 days. Are they covering it under warranty? I thought the glass was only covered for 2 years
  3. webby3650

    webby3650 Master of Fire

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    Go the dealer and ask if he can give you the glass off of the display. The same glass fits many of their stoves. I would insist on a solution! It's winter time afterall!
    RockyMtnHigh likes this.
  4. sixman

    sixman Feeling the Heat

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    Now that he has the glass in stock, he says that Lopi told him the glass is only warrantied for two years. My problem is that in the sales brochure it clearly states that electronic are covered for 2 years, all parts and labor 5 years and parts 7 years. In the owners manual it says glass is 2 years. So, when you are shopping around and looking at the brochure it has a great warranty, once it is installed and you get the owners manual, not so much. Booo Lopi!!
  5. Backwoods Savage

    Backwoods Savage Minister of Fire

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    Have you pointed out that difference sixman? Do you still have the brochure? If so, I'd take it to the dealer quickly but would also install new glass then fight it out.
  6. sixman

    sixman Feeling the Heat

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    He says they are not going to cover it and he isn't giving it away so I pay. Yes I do have both the brochure and owners manual. Went to Lopi website but no contact info to get in touch with them.
  7. Backwoods Savage

    Backwoods Savage Minister of Fire

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    That sucks big time. I would not give up on trying to contact Lopi. They are a reputable company and I doubt they would want to stain that reputation.
  8. Firedancer

    Firedancer New Member

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  9. sixman

    sixman Feeling the Heat

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    My dealer seems pretty honest and my beef is not with him at this point. He is only repeating what they told him when he submitted the claim with model number and serial number. However, I will continue to try to get my concerns heard by someone at Lopi or Travis Ind. You can't put false warranties in the sales brochure to make a sale and then deny that it is covered when I have it in black and white right in front of me! I would love to hear from some dealers or reps on here. I would upload a picture of the warranty in the brochure but I don't think it will let me unless I resize it.
  10. Jags

    Jags Moderate Moderator Staff Member

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    Not uncommon in the world of stoves. That is one of the reasons to pick a good dealer.
    In all fairness, if your pickup truck breaks, you don't call Ford you call your dealer.
    Stax and webby3650 like this.
  11. sixman

    sixman Feeling the Heat

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    Yes but the dealer gets paid to do the warranty work by Ford. The customer does not pay.
  12. sixman

    sixman Feeling the Heat

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    Sales brochure.

    Attached Files:

  13. Jags

    Jags Moderate Moderator Staff Member

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    If it is in fact warranty work, you are correct and I really do feel for you with the "grey" area of your warranty and the lack of dealer support over it. A good dealer would just eat it - and build a relationship with his customer. It appears that your dealer has selected to burn that bridge and negate any future purchases from you.

    My point was that in the retail world many MFGS use dealer support and don't work with the public. There are exceptions - but those are the "exceptions".
  14. Firedancer

    Firedancer New Member

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    Totally off topic but I have a hot tub and 6 mos in my heater went. Do you know the heater was covered-fully BUT I had to pay $75 dollars for the repair guy the dealer sent out to replace it?! "Travel Fee"

    Pelican pools. Horrible.
  15. Paul L

    Paul L Member

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    And they have the gall to call it a "Real World Warranty" in the brochure. Real world, indeed ... Since this is not my stove, I would call the brochure warranty talk "misleading." If it was my stove, I'd lean more toward "deceptive."

    There are so many great stoves available it's always curious when a company manages to "set themselves apart" in this manner.
  16. dave_376

    dave_376 Burning Hunk

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    I would file a claim with the Better business bureau or the attorney generals office for false advertising. If you have the brochure stating only the electronics for 2 years and everything else for longer.
    CenterTree likes this.
  17. Papa-Yankee-Romeo-Oscar

    Papa-Yankee-Romeo-Oscar Member

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    I found a number for Travis Industries: (425) 609-2500
    Christopix likes this.
  18. sixman

    sixman Feeling the Heat

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    Thanks a million for the number. That is why I love this site. I actually got a real person that had me email them a picture of the brochure since he said the new one breaks down the warranty mor e clearly. May be some hope yet. Probalby will be harder since I have already paid for the glass.
  19. Papa-Yankee-Romeo-Oscar

    Papa-Yankee-Romeo-Oscar Member

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    Glad I could help! Good to hear you got a hold of a someone at Travis, hopefully you can get something worked out.
  20. sixman

    sixman Feeling the Heat

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    I got the glass and the dealer said to make sure that I get the thermal coated side to the fire. I can't tell which side is coated. He said use a DVOM and the coated side will have continuity but neither side seems to. Any ideas?
  21. webby3650

    webby3650 Master of Fire

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    I am pretty sure it can go either way. I think VC and Hearthstone have used coated glass but not Lopi, to the best of my knowledge.
  22. webby3650

    webby3650 Master of Fire

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    :rolleyes:
  23. Stax

    Stax Minister of Fire

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    This isn't true. You're right, they don't SELL directly to the public. They do however, answer their e-mail. Whenever I had an inquiry, I asked my questions through e-mail. Sure enough, they got right back to me. Use the general one they provide on the site.
  24. eclecticcottage

    eclecticcottage Minister of Fire

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    Looks like you already got them, but they also have a facebook page.
  25. CenterTree

    CenterTree Minister of Fire

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    So it seems to me that Lopi customers may have started to have issues with their glass. (at about the 3 year point) . And instead of fixing the problem (making better glass) they just opted to change their warranty to a lesser value. Seems like the easy way out for Lopi.

    ^^^ See, Lopi just changed the warranty instead of the problem ^^^

    ----------------------------------------
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