Dealer threating me about warrenty work...

[BKSinAZ]

So the wife and I have a home in Pinetop, Arizona, a small town that has only one pellet stove dealer. We were shopping for a Enviro M55 cast free standing from this pellet stove dealer and found that he was charging $1200+ dollars more than the dealers down in Tucson was charging. We travel down to Tucson very often.

I made mention that his price was much higher and asked if he would price match. He said no.
I then asked if I buy the stove for the cheaper price in Tucson, if I can atleast hire him to do the install. He said yes.

But then he threatened me and my wife about possible future warenty work.... he stated that "good luck" getting the folks from Tucson to come up do do warrenty work if something goes wrong! He stated that they only warrenties stoves that he actually sells.

Is that a true statement? Only the selling store does the warrenty work?
Kinda sounds stupid; like buying a Ford truck from a dealer in California, then moving to New York and having to return to California for all warrenty work... does not sound right.

So how does warrenty work if you move to a different city with your stove? I thought all Enviro dealers would honor the warrenty. Same with Harman, Quadfire. etc.

 

[Lake Girl]

From what I have seen, most dealers only warranty what they sell. There have been instances where owners were not getting assistance from the dealer they purchased from or the dealer went out of business. The company will then provide you with the name of qualified service techs/dealers nearby.

Stoves are not like cars ... from what I recall, the initial stove cost is "front" loaded to help cover outlay for potential warranty costs as some companies do not reimburse dealers well. Will try to find the thread that goes through warranty reimbursement costs from different companies...

 

[claydogg84]

You could call the manufacturer and ask them about warranty work.

 

[BKSinAZ]

From what I have seen, most dealers only warranty what they sell. There have been instances where owners were not getting assistance from the dealer they purchased from or the dealer went out of business. The company will then provide you with the name of qualified service techs/dealers nearby.

Stoves are not like cars ... from what I recall, the initial stove cost is "front" loaded to help cover outlay for potential warranty costs as some companies do not reimburse dealers well. Will try to find the thread that goes through warranty reimbursement costs from different companies...

I am curious how people handle needed warranty work after they move to another residence?

 

[kappel15]

It seems to be at the dealers choice on if he wants to do warranty work on a stove he didn't sell. As stated, the money they make on the sale helps offset warranty work that does't pay very well. I can understand it, but don't agree with it. And it is not just Quadrafire that does this. Talk to the dealer in Tuscon and see what he says. He may work with you. kap

 

[moey]

Welcome to the world of pellet stove warranties.

 

[Lake Girl]

I'm thinking many times they sell stove with the house and purchase new at the next location based on folks showing up here looking for help with the stove that came with the house. I've lived in the same house for 25 years so I can't speak to that personally

 

[Lake Girl]

Fsappo entry that gives you an idea of the economics of a stove dealer and warranty work
https://www.hearth.com/talk/threads/stove-shops-good-the-bad-the-ugly.139716/#post-1878005

 

[Old Spartan]

When I was in the trades this was a common issue between customers and dealers.

We felt obligated to do service on the brand we sold regardless of who purchased it where. I believe in the long haul we benefited with this policy beyond any immediate cost. We often wound up with the customer and the word of mouth was priceless.

However ..... Just because we FELT obligated did not mean we were obligated and there were several instances when we refused service to "entitled" customers.

Some people just speak cheap. Sometimes you help them ... sometimes you don't.

 

[Doocrew]

I would suspect that the manufacturer has agreements with the dealers that they will provide warranty work in their area when a stove needs it, regardless of where it was purchased.

I work in the RV industry, and frequently we are called upon by the manufacturer to perform warranty work on a unit that was purchased elsewhere. I have been asked the question many times by people asking if we will do warranty work on a unit if they did an internet purchase. My answer is always the same. Yes, because the manufacturer requires us to do so. I then inform them that unfortunately, they are at the end of the line that starts with my customers when making appointments. Simply put, I have to take care of my customers first. I think this happens a lot in the auto industry as well. If you buy a Chevrolet 30 miles down the road to save a couple hundred bucks, the local dealer is not going to push everyone aside to give you quick service like he does with his own customers.

I think you will find that this is most likely what the local dealer with very little customer service skills was trying to tell you.

 

[rona]

So the wife and I have a home in Pinetop, Arizona, a small town that has only one pellet stove dealer. We were shopping for a Enviro M55 cast free standing from this pellet stove dealer and found that he was charging $1200+ dollars more than the dealers down in Tucson was charging. We travel down to Tucson very often.

I made mention that his price was much higher and asked if he would price match. He said no.
I then asked if I buy the stove for the cheaper price in Tucson, if I can atleast hire him to do the install. He said yes.

But then he threatened me and my wife about possible future warenty work.... he stated that "good luck" getting the folks from Tucson to come up do do warrenty work if something goes wrong! He stated that they only warrenties stoves that he actually sells.

Is that a true statement? Only the selling store does the warrenty work?
Kinda sounds stupid; like buying a Ford truck from a dealer in California, then moving to New York and having to return to California for all warrenty work... does not sound right.

So how does warrenty work if you move to a different city with your stove? I thought all Enviro dealers would honor the warrenty. Same with Harman, Quadfire. etc.

Your location tells me you are a ways from Tucson and I can understand why he won't drive that far to do warranty work. I also see your discomfort with the reaction of that dealer closer to you. Truth be known I would scratch that dealer close to you off my list completey as he is price gouging and who actually knows if his word means anything.
Keep in mind you can buy a perfectly good used stove for 1/2 price and with the help of people on this website we could teach you what you need to know to keep it going. If needed you can buy parts from many sources and often times cheaper then from a dealer. A Enviro M55 seems to be a popular brand and you shouldn't have problems buying parts on line if you need. Actually you could ask the dealer in Tucsom what parts usually wear out and spend some of that extra 1200 on a small parts inventory so you would have it on hand. Nothing better then knowing you can fix something yourself.
What about some towns along 40? Seems you could go to them easier then way to Tucson?

 

[Centurion]

Your location tells me you are a ways from Tucson and I can understand why he won't drive that far to do warranty work. I also see your discomfort with the reaction of that dealer closer to you. Truth be known I would scratch that dealer close to you off my list completey as he is price gouging and who actually knows if his word means anything.
Keep in mind you can buy a perfectly good used stove for 1/2 price and with the help of people on this website we could teach you what you need to know to keep it going. If needed you can buy parts from many sources and often times cheaper then from a dealer. A Enviro M55 seems to be a popular brand and you shouldn't have problems buying parts on line if you need. Actually you could ask the dealer in Tucsom what parts usually wear out and spend some of that extra 1200 on a small parts inventory so you would have it on hand. Nothing better then knowing you can fix something yourself.
What about some towns along 40? Seems you could go to them easier then way to Tucson?

Wise advice!!