I need to start off by saying for three winters we have had no problems with our Dellpoint Europa 75. It burns clean, uses pellets in a frugal manner, and because of the battery backup has kept working through power outages.
The Story: During the winter holidays of 2012 my wife and I were going to be out of town. A co-worker of Margie's and her husband were new to the area and renting a small shared two bedroom flat. We offered them our house for the week we were to be gone. I showed the husband how to operate the Europa and wrote reminder instructions based on that. This young couple didn't "move in" until after the pellet stove had run out of pellets and shut down. The wife had arrived home first to a cold house, our LP furnace was set to kick on at about 50 degrees. So she decided to start the pellet stove and started the fire in the hopper. (I was glad to read others have done that too!)
To her defense she did try to call us but a comedy of errors, her cell service not working in our valley, and us with family and not paying attention to our phones lead to failure of the stove.
We returned home to this disaster. I checked the fuses, all good, and called the installer. He came out, checked the fuses, and then opened the stove to find the wiring harness cooked. He called Dellpoint at this time to get advice and I believe that they told him to replace the wiring. Well a new harness didn't come and didn't come so Brian, the installer, came back and rewired himself. No luck, same error code.
I was beginning to suspect that the circuit board got overloaded and fried. So did Brian. But Claude at Dellpoint assured us that the board was protected by three fuses and was not the problem it must be the auger motor just what the error code is saying. Time elapsed: two weeks, and the coldest part of the winter.
Brian is at his wits end and pulls the stove to take it to a nearby town and have an electric motor company look at it. They too say everything checks out and it must be the circuit board. Back to Dellpoint who finally agrees to send a board. This is one month later, burning LP in a very inefficient furnace - the reason we put a pellet stove in.
Six weeks and no parts. Two months and I am finally totally peeved. We are told by Claude from Dellpoint that the company that made his circuit board has gone out of business and he had found a new supplier and he will send a board as soon as he gets them. Another week and no word.
I had been holding off writing Claude directly, just a few months earlier I had received an email from Claude wondering how we liked the stove - I had nothing but praise. I didn't want to step on toes and get in the way of the process, but I had had it. I sent an email pointing out the lousy customer service after the purchase. Claude assured me a circuit board would be sent that Thursday and Brian said he had a old, but functioning, pellet stove we could use.
That was two weeks ago. No circuit board no word.
For many years I worked in retail and became an adviser to retailers. What I have always stressed is that the client comes first - they may not always be right but they come first. I have always prided myself on providing the best customer service I can possible deliver. Yes, I have blown it a couple of times but when I have I bent over backwards to correct the situation. Dellpoint has not.
I have had nothing but great things to say about our Europa 75. I had recommended it to several people who were thinking about pellet stoves. It is one of the most, if not the most, expensive stoves out there... one would think that their customer service would reflect that. There is no chance in hell that I will recommend Dellpoint stoves anymore. I don't even know if I want it back in our home.
Claude at Dellpoint has blown it for me and now I am telling the pellet stove world. Sorry Claude but you had your chances.
The Story: During the winter holidays of 2012 my wife and I were going to be out of town. A co-worker of Margie's and her husband were new to the area and renting a small shared two bedroom flat. We offered them our house for the week we were to be gone. I showed the husband how to operate the Europa and wrote reminder instructions based on that. This young couple didn't "move in" until after the pellet stove had run out of pellets and shut down. The wife had arrived home first to a cold house, our LP furnace was set to kick on at about 50 degrees. So she decided to start the pellet stove and started the fire in the hopper. (I was glad to read others have done that too!)
To her defense she did try to call us but a comedy of errors, her cell service not working in our valley, and us with family and not paying attention to our phones lead to failure of the stove.
We returned home to this disaster. I checked the fuses, all good, and called the installer. He came out, checked the fuses, and then opened the stove to find the wiring harness cooked. He called Dellpoint at this time to get advice and I believe that they told him to replace the wiring. Well a new harness didn't come and didn't come so Brian, the installer, came back and rewired himself. No luck, same error code.
I was beginning to suspect that the circuit board got overloaded and fried. So did Brian. But Claude at Dellpoint assured us that the board was protected by three fuses and was not the problem it must be the auger motor just what the error code is saying. Time elapsed: two weeks, and the coldest part of the winter.
Brian is at his wits end and pulls the stove to take it to a nearby town and have an electric motor company look at it. They too say everything checks out and it must be the circuit board. Back to Dellpoint who finally agrees to send a board. This is one month later, burning LP in a very inefficient furnace - the reason we put a pellet stove in.
Six weeks and no parts. Two months and I am finally totally peeved. We are told by Claude from Dellpoint that the company that made his circuit board has gone out of business and he had found a new supplier and he will send a board as soon as he gets them. Another week and no word.
I had been holding off writing Claude directly, just a few months earlier I had received an email from Claude wondering how we liked the stove - I had nothing but praise. I didn't want to step on toes and get in the way of the process, but I had had it. I sent an email pointing out the lousy customer service after the purchase. Claude assured me a circuit board would be sent that Thursday and Brian said he had a old, but functioning, pellet stove we could use.
That was two weeks ago. No circuit board no word.
For many years I worked in retail and became an adviser to retailers. What I have always stressed is that the client comes first - they may not always be right but they come first. I have always prided myself on providing the best customer service I can possible deliver. Yes, I have blown it a couple of times but when I have I bent over backwards to correct the situation. Dellpoint has not.
I have had nothing but great things to say about our Europa 75. I had recommended it to several people who were thinking about pellet stoves. It is one of the most, if not the most, expensive stoves out there... one would think that their customer service would reflect that. There is no chance in hell that I will recommend Dellpoint stoves anymore. I don't even know if I want it back in our home.
Claude at Dellpoint has blown it for me and now I am telling the pellet stove world. Sorry Claude but you had your chances.
Priority mail to you is $5+, shipping from MFG. in is usually UPS $15, the hassle is worth something and sometimes I never get paid; However I still try to help people with problems, and pad my retirement account. (Joke) I can't take credit cards, usually end up trusting customer to send a check. Paypal seems to work good, although that costs approx. 3% too. If you want the part, send a PM and we can email info
