Yes, this is a defect that makes the stove function improperly very hard to control, plain and simple.
Summers Heat 2400-sq ft 50-SHSSW02 Door Problems.
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lsucet
Minister of Fire
I just made that comment. I did have almost the same issue, when new, the door was hard to latch. and after awhile when it starts feeling okay then it did not pass the dollar bill. I think that all that pressure to latch the door make the gasket too flat at the hinges but initially can cause the door to get deformed or something else. If it has adjustable hinges, then i was able adjusted that tension at the hinges side from the beginning. That is plain and simple all what i said
I just think the perimeter of the door frame is too thin and light. Needs to be beefed up somehow ,im sure it was flat when the stove was new,and that part of the stove does not get that hot. I remember others having this problem ,can anyone chime in as to what Englander offered as the solution?
lsucet
Minister of Fire
Agreed. I will tell you what i did that i didnt want to say it cause it was not recommended by Englander. I did two gaskets. The one they sent me ans a thinner gasket on top. I did closed the door for days cause i had at that time two pellet stoves also installed. Few days later i started using the stove and problem solved. But that was my solution to the situation and i didnt want to be back and forth with the warranty deal. Anyway i did had also the Madison that i can swap ( still have both but not installed ). Just the w02 has bigger belly= longest burn time. I am not recommending you to do that, just telling you what i did.
I only see this as getting worse without a replacement door at least. Not sure why the stove body warped ,that must be too thin as well. That could also get worse from where it is now if not remedied.
Englander emailed me asking for some stove info and also if the door warpage is affecting the burning characteristics . So i explained it once again.I guess whoever is handling this is not the same guy i talked to on the phone. Of course how could a quarter inch gap in the door top and bottom not affect the burn. I can only add one or two small piece of wood or it sends the stove top temps soaring. Forget about overnight burns, or burns longer than an hour or so.
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Havnt heard anything back since i gave them the Stove model number and Serial Number and pics. Ill give them a week before inquiring back about it.
Finally got an email from them today asking all the same questions over again and asking for pictures again. I already sent all that last week. It seems that im dealing with several different people. None of which are comparing notes. So i sent the same pictures again, the same description of the problem. They should be assigning a claim number or something so they all can get on the same page. Perhaps by the time i get this resolved winter will be over if ever.
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Was told id receive phone call on the 18Th with their determination. No call and no email until now 3 days later. Their follow up is terrible. So far got several apologies, 1 over the phone and a few by email ,but the service they are apologizing for is not improving. I wonder if the customers that really unload on them get faster service??
weatherguy
Minister of Fire
I always give the benefit of the doubt that they're busy and/or trying but sometimes the squeaky wheel gets the greasum.Was told id receive phone call on the 18Th with their determination. No call and no email until now 3 days later. Their follow up is terrible. So far got several apologies, 1 over the phone and a few by email ,but the service they are apologizing for is not improving. I wonder if the customers that really unload on them get faster service??
Iv been doing that for 2 weeks now. Not getting too excited yet ,ill see what their next communication is before i form any serious opinion. They better not ask for all the same information again for the third time though.
Give them a call today. Ask for the person you spoke to. Ask that person for the status. Remind them that you are being left in the cold by the delay.
FPX Dude
Feeling the Heat
That's ridiculous customer service, I hate waiting too...but I'd get on the phone and escalate escalate escalate until you get an answer you need and a new door immediately, best of luck for you!
Sounds like this may require a stove replacement which is costly. Getting authorization may explain the delay. But it helps to be persistent.
Chas0218
Minister of Fire
Had the same issue with my stove when I first purchased it. Mine was badly bowed on the stove side and door. The stove was out 1/16" to 1/8" if I'm not mistaken. 1 thing I would look into is a high density gasket larger than 3/4" I got a new gasket under warranty and installed it but still would not pass the dollar bill test and no I didn't stretch it. I bought mine off amazon for something like $34 for white 7/8" rope gasket which worked great no issues. Either way it took Englander about 1 month to complete the warranty claim. I also did not register the stove for the warranty but was able to verify the purchase date with my Lowes account. When I dealt with them they were great but weren't overly speedy.
Here is my thread. about it:
https://www.hearth.com/talk/threads/picked-up-my-englander-ssw02-big-madison.161408/page-2
Here is my thread. about it:
https://www.hearth.com/talk/threads/picked-up-my-englander-ssw02-big-madison.161408/page-2
Not happening, you will be on hold in a Que forever. Only way i can get to anyone is email, and wait 3 days for a reply. Usually the reply is asking for some of the same information that i already sent them. In my last reply i ask if they could assigned a claim number or something so everyone im dealing with can get on the same page. I shoulnt really have to suggest that ,that should be their policy. So far iv been very polite and patient in my emails.
Sounds like they are short handed during peak season. paging @stoveguy2esw Hoping Mike will step in and offer some assistance.
Tomorrow will be week since iv heard from anyone at englander. Last tuesday they email me to say they are reviewing the pictures and will call me the next day. Not sure what their holiday schedule is this week, but ill wait until Wednesday to message them again. Its possible they could be off this whole week. I dont use this stove often,so im somewhat more patient. But i am planning to use it more later this winter as it gets colder.
Finally got a reply today telling me that they have all my information and upper management had the final say in what they will do about it,but no indication that any decision was made yet. Im thinking it probably does take a month to resolve issues with these stoves as some other members have stated.
I still use the stove on a limited basis and i do want to get this resolved so i can go back to loading it with more than 1 or 2 pcs of wood. Its such an amazing stove, probably my favorite of the 5 EPA stoves i have. Also for the price its hard to beat as long as they have since adequately addressed the door and stove body issue in the new stoves going forward.
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