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Why we don't order parts prior to service calls

Post in 'The Pellet Mill - Pellet and Multifuel Stoves' started by smwilliamson, Jul 20, 2013.

  1. smwilliamson

    smwilliamson Minister of Fire

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    Customer is adamant that she needs a new igniter. She was having trouble igniting towards the end of the season. "Make sure you order the igniter and bring it with you",she says. I tried to explain that empress igniters don't usually ever fail...but I caved and got one and got a new burn pot.

    Found the problem...

    image.jpg

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  2. mralias

    mralias Minister of Fire

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    ;lol She needs to clean the glass! Wow, she was really trying burn the stove like that?
    pelletdude likes this.
  3. Delta-T

    Delta-T Minister of Fire

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    classic!
  4. smwilliamson

    smwilliamson Minister of Fire

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    For those of you that have Enviro stoves with the burn pot and burn liner design (all stove except for m55 designs), if you are having problems with ignition and the igniter is glowing orange. Pull your burn pot liner out and look for cracks between the holes on the back and bottom. If these cracks are present, chances are the liner has warped slightly and is not sitting flush in the burn pot. The hot air from the igniter will escape up the back side if the liner is in any way crooked.
  5. BrotherBart

    BrotherBart Hearth.com LLC Mid-Atlantic Division Staff Member

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    You did sell her the igniter and firepot, did you not?

    The customer is always right. >>
    PoolGuyinCT and mralias like this.
  6. Delta-T

    Delta-T Minister of Fire

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    she clearly needed a new firepot and igniter...they're both gone in that pic.
    mralias likes this.
  7. smwilliamson

    smwilliamson Minister of Fire

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    No. Nobody gets parts if they don't need them. I meep them for the people that actually need parts
  8. Lousyweather

    Lousyweather Guest

    Service tech: "hmmm....igniter seems weak, huh? not igniting all the time?"
    stove owner: "absolutely....they just don't make em like they used to....I paid good money for this thing, and its given me nothing but problems....and don't rip me off for service....I only pay minimum wage...and don't think Im not deducting the time you spend talking to me from your bill......."
    Service Tech: "and your stove is clean, right...?"
    Stove owner: "oh yea, cleaning isn't an issue, you can eat offa this thing....that's not it......stove is definitely faulty......"
    pelletdude likes this.
  9. mattyice5290

    mattyice5290 Guest

    i bet she never cleaned those 2 combustion ports on either sidde of the stove how was it still running i those vacuum switches on the enviros arent to sensitive huh
  10. johneh

    johneh Feeling the Heat

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    It must be lonely in your world

  11. Lousyweather

    Lousyweather Guest

    its customers like that who keep us all in business......bless her heart.....
  12. Lousyweather

    Lousyweather Guest

    no, its a pretty common occurrence, actually......
  13. Delta-T

    Delta-T Minister of Fire

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    once the glass gets obscured, it can be difficult to know when it needs cleaning...is an honest mistake.
    sinnian likes this.
  14. mattyice5290

    mattyice5290 Guest

    what did they say when you told them it was dirty i only ask because the customer seemed a little hardnosed
  15. Lousyweather

    Lousyweather Guest

    I guess in a convoluted way, that does make sense....once the glass gets really dirty, you would never know how dirty the units actually is.......but maybe I am being negative....you also wouldn't know how CLEAN the unit is either......(that's the glass half full answer)
  16. Delta-T

    Delta-T Minister of Fire

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    i should have put a wink in there.. I was being sarcastic. ;). I enjoy the ones in March that say "but we had it cleaned last summer".
  17. Lousyweather

    Lousyweather Guest

    yep.....getting set in another 2 months or so for the calls for the folks who haven't cleaned yet and are trying to start the old rig up for heat.....this humidity mixed with the ash in the units....not gonna be pretty!
  18. Lousyweather

    Lousyweather Guest

    no one really likes to be told that they aren't doing an adequate job in the proper maintenance of their unit. The toughest ones are where the unit is still under warranty....its assumed its defective often, because it wont run, or run well, or runs noisily.....folks don't want to pay for service when they expect its a stove issue......kinda what I was alluding to above. We try to diagnose over the phone first, also advising them what our service charges are prior to coming out. Basically, we tell then that if its not running because its dirty, it wont be covered under warranty, and what it will cost them.....we find it works pretty well. Every once and awhile, you get someone who adamantly tells you it is NOT due to cleaning, but even if it is, they aren't paying for the service call....those are easy....
    pelletdude likes this.
  19. Don2222

    Don2222 Minister of Fire

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    How much did you charge for that cleaning Scott?
    I bet you really cleaned up!
  20. smwilliamson

    smwilliamson Minister of Fire

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    My prices are as advertised on my site. It took all but of .015 seconds longer to clean her stove than any other stove I go to. They all get treated the same. Oh, and instead of selling her parts she didn't need I spent a little extra time consulting her how and what to look for...She was actually emarrassed. Truthfully, I would rather they not clean it and let me see it this way...least then I'm not scratchin my head wondering what the problem is.
  21. stoveguy2esw

    stoveguy2esw Minister of Fire

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    " but the salesman said i only have to clean it once a year

    "i empty the ash drawer every day" but never bother to open the door.

    or the classic " i have a "lazy flame", i think the exhaust blower is weak""

    "no i don't have a vacuum, i just scoop it out"

    " i bought the best pellets from <insert store> and ive only burned 2 ton so far. should it need cleaning already?"

    i could go on for days
    Delta-T likes this.
  22. Delta-T

    Delta-T Minister of Fire

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    you're pretty close to writng a #1 country tune there....I'll start workin on a melody and a sweet banjo/mandolin lick as a hook.
  23. Don2222

    Don2222 Minister of Fire

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    Reminds me of a St. Croix Hastings I cleaned. The versa grate was frozen from the dried ash due to moisture in the spring under the floor boards in the dirt crawl space in the turn of the century house! I had to chip out the ash out with a hammer and chisel! I did suggest the location was not the best location for a wood pellet stove!
    Moisture and pellet stoves do not get along too well! ! !
  24. Don2222

    Don2222 Minister of Fire

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    Reminds me of the new 25-EP I cleaned for the 1st time after 3 years of use because it stopped running and got an E2 error. If it works why clean it? LOL
  25. slls

    slls Minister of Fire

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    I see a woman called.

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