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Thats what I call customer service

Post in 'The Hearth Room - Wood Stoves and Fireplaces' started by etiger2007, Oct 10, 2012.

  1. etiger2007

    etiger2007 Minister of Fire

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    So i was having a fire Sunday night and due to past experiences i decided to check my door gasket to make sure i couldnt see flame flicker between the gasket and steal (i had this issue with the old stove) sure enough i had about a one mill gap im kinda getting pi$$ed now. I tried to adjust the door to draw the door in tighter but the handle wouldnt latch properly so i put the pin in and put the handle back where it would latch. Sunday night i sent Burt aka Fyrebug a message Fyrebug is an Sbi employee and Hearth.com member he replied Monday and met me at my house on Wednesday, Fyrebug just happened to be in Michigan this week and keep in mind Sbi is out of Canada, i cant get this kind of support by local companys. So anyways after some tinkering it was determined that the door gasket had an issue and Fyrebug will be sending me a new one once he gets back to Sbi tomorrow. I thought this was awsome , i got to meet a hearth.com brother, a person who acutally works for my stoves manufacturer and a great person who cared enough about me to stop in and check it out. Thanks again Burt and Sbi for great customer service.

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  2. BrowningBAR

    BrowningBAR Minister of Fire

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    At least SOMEBODY is getting good customer service around her! :)

    I'm still waiting on the double wall pipe and heat shield. Maybe I'll have them by Spring...
  3. etiger2007

    etiger2007 Minister of Fire

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    your still waiting on that bar?
  4. BrowningBAR

    BrowningBAR Minister of Fire

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    Yes. :mad:

    New wrinkle; I called the place I ordered my parts from today, after the first place didn't order them and then claimed they couldn't order them, and I got a "this number is not in service."
  5. etiger2007

    etiger2007 Minister of Fire

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    man do i hope you get it soon, i remember reading your post a few weeks back about the run around you have gotten on your parts.
  6. BrowningBAR

    BrowningBAR Minister of Fire

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    If I get the parts in the mail tomorrow, everything is just fine. Otherwise, I will be taking a very fast, and angry, car ride to upstate New York.
  7. Jack Straw

    Jack Straw Minister of Fire

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    I have to give a big shout out to my local Lopi dealer....got me my parts in less than 2 weeks and they were covered under warrantee
  8. etiger2007

    etiger2007 Minister of Fire

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    id hate to be on the recieving end of that, but i dont blame you one bit its bs your getting the run around. we pay a ton of money for our stoves and equipment it should be rightt.
  9. etiger2007

    etiger2007 Minister of Fire

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    Big shout out appreciated, we should make it known what companys are there for us.
  10. webby3650

    webby3650 Master of Fire

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    I have been very impressed with SBI products! I am most familiar with the Enerzone line. They are great products in my opinion. We get to run most stoves we install, at least until the blower comes on. I am most impressed with how responsive they are and the ease of installation. I'm glad the customer service is up to par as well.
  11. My Oslo heats my home

    My Oslo heats my home Minister of Fire

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    every once and awhile you get a good customer service story here, glad to hear the stove companies are taking care of the stove folks
  12. evilgriff

    evilgriff Burning Hunk

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    Loc:
    Northern New Jersey
    When I bought my Scirocco, the dealer suggested the fan kit. Around 100.00 or so. Figured he knew what he was doing. I get the stove home to assemble it and find out you can't use the stove without the Convection Deck kit. Called up the dealer, hey, what's the deal. Turns out in dealers paperwork somewhere it did not state the Convection Deck was needed. Dealer and Blaze King stepped up and sent me a free convection deck. I like the look of it, but not sure if I can cook on the stove now as there is not as much space available. Not that I cook alot but nice to have a soup or stew on there when the snow is falling.
    etiger2007 likes this.
  13. remkel

    remkel Minister of Fire

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    I feel your pain, BB!
  14. BrotherBart

    BrotherBart Hearth.com LLC Mid-Atlantic Division Staff Member

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    Guess I have to contribute. My first 30 had a manufacturing flub and ESW replaced the stove. Dealer never even knew it happened.

    Glad Firebug was in the neighborhood and is taking care of you. Good service story for SBI and another hearth.com success story.
    etiger2007 likes this.
  15. Jack Straw

    Jack Straw Minister of Fire

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    Hey, stop by and have a beer!
  16. Swedishchef

    Swedishchef Minister of Fire

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    Glad to see Bert was able to help...that is always great news! I need to get a gasket replaced on my door..however I think it is simply because of 2 years worth or wear and tear.

    Andrew
  17. Backwoods Savage

    Backwoods Savage Minister of Fire

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    Woodstock. If a problem, usually any parts are shipped the same day. Sometimes parts are even shipped without asking. For example, I posted a picture on this forum last spring. One of the folks at Woodstock saw it and thought the cat frame had warped a little. Two days later a new one was at my door! I had not said a thing to Woodstock, but they took care of a potential problem. No charge either.
    rideau likes this.
  18. FyreBug

    FyreBug Minister of Fire

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    Thanks for the kind words. It was great to meet a Hearth.com brethren (second one for me). Also got to meet Pudge! Bulldogs are the greatest.

    A word of caution, I cant do this for everyone unless of course I get to stay overnight. BTW, I take it medium-rare and will partake in most brands of that yellow fizzy liquid. :)
    Backwoods Savage likes this.
  19. Backwoods Savage

    Backwoods Savage Minister of Fire

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    Now that is customer service! ;lol
  20. Backwoods Savage

    Backwoods Savage Minister of Fire

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    By the way FyreBug, I see you are in the same town as Excalibur. Do you shoot one of their bows by any chance?
  21. FyreBug

    FyreBug Minister of Fire

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    Small world!!! I've know the Troubridge's since they started their business! I used to go fix their office equipment when I was out of college - long time ago. They wouldn't remember me now but apparently they make a really good bow. Really cool place to see how they make it and tests them.
  22. Backwoods Savage

    Backwoods Savage Minister of Fire

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    That's neat. They are good folks there and I'd love to see the factory sometime. I do have one of their bows and love it. Not sure how long I've had it but think it is close to 20 years now. Still shoots as good today as when I bought new. One thing I quickly learned though it to never, never aim at the same spot two times. It gets costly.

    Crossbow RH.JPG Crossbow RH-3.JPG
    FyreBug likes this.
  23. etiger2007

    etiger2007 Minister of Fire

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    Should have said something i always have beer lol
  24. etiger2007

    etiger2007 Minister of Fire

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    Made you feel good didnt it.
    Backwoods Savage likes this.
  25. FyreBug

    FyreBug Minister of Fire

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    I was at their shop once and they were doing testing and the same thing happened. Forgot from how many yards but it was really cool to see.

    BTW Kitchener is the home of Broil King, Elmira Stove Works and Blackberry as well.

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