See updates at end of first post. As much negativity or bad reviews we have seen of late of these new EPA rated Fire Chief or Shelter (HY-C) wood furnaces, I wanted to take a moment and recognize HY-C and their willingness to stand by their product. Last year, I did not have luck with the FC1000. So after call after call and a ton of emails, HY-C flew 2 individuals out to my house to review my setup. After reviewing the setup, it was recommended that I have a return air duct installed and they were willing to pay the bill. Let's just reflect... I bought their entry line unit and not only did HY-C fly 2 reps out to my house, but they were also willing to pick up the tab for ductwork to be installed? What company does that? One that has invested a ton of $$$ into the market and is willing to do everything they can to keep the reputation they have established over the years. Fast forward... After a lot of back and forth, it was determined that my house did not have that extra space or a proper location to install a return duct that was not going to cost 2x as much as the unit that I had purchased. So after some back and forth, the rep I was dealing with, offered a deal that I could not pass up to upgrade me to the FC1500. I believe this option was offered as HY-C had visited my location and had a lot of data and wanted to see how the FC1500 would perform. Fast forward... HY-C claims 12hr burn times, with outside temps under 35F, I have yet to achieve 8+ hours burning 2 and 3-year-old oak (I believe others have been able to hit 10hrs). Once again, HY-C offered to schedule another visit (once again, standing by their product). Well plane ticket purchased, hotel booked.... and then I discovered the unit had a crack. I emailed my contact on Superbowl Sunday and 20 mins later received a response. Without debate, HY-C stated they were standing by their product and sending out a replacement unit. A replacement unit was shipped out via 2-day delivery and the shipping company just dropped the ball. So HY-C shipped out another unit, with a different carrier and the replacement unit arrived today. With the replacement unit, the first thing I noticed was the suggestions I had previously provided regarding shipping packaging was addressed. Now HY-C does still have the option on the table to visit and help with the setup to ensure the maximum burn times and I still have a ton of questions. Other items they address/assisted with.. - Replacement door for the FC1500 as the door installed did not align correctly - Shipped out an additional secondary air control air box - Prototyped and shipped out a couple of different sized of the smoke shield (BTW the one that works best, is the one shipped with the unit). By now, I am sure HY-C has paid out at least two times the cost of my initial investment. Just wanted to take the time and say thank you to the folks at HY-C for standing by their product. BTW... I am sure, if you call them, the first 10 suggestions from customer service will be a canned response. It is the nature of the business when you don't know the setup, location, and fuel. Just like anyone responding to a thread on this forum, the first X responses will be canned responses. ****update March 12th 2019**** HY-C is no longer responding to emails. I had expressed concerns regarding hooking up the replacement unit. After all, just replacing the unit, does not address the original issue. It’s like driving a car with no brakes and smashing up the car. Replacing the damages body panels doesn’t solve the original issue. Update 3/12/19 - I have asked repeatedly what is the correct max draft or temperatures the unit should not exceed. HY-C either cannot or will not answer this question. Update 3/14/19 - Emailed again today without a response. Question is simple... at what internal temperatures will one damage the firebox. Not looking to repeat history. Update 3/15/19 - Emailed again today and included and additional person. They responded stating everyone was at a trade show. Later that night I received an email that someone would connect with me on Monday 3/18/19 and nothing. Update 3/16/19 - Still no email back.