Hearthstone Craftbury door not 'latching' tightly

[ilmbg]

I have had one fire in my new Craftbury. My neighbor noticed a darker color new the frame on the left hand side- where the door opens. The door does not latch tightly- you think it is closed, when in fact, if you pull the door it will open.
I have called the dealer and left 2 messeges yesterday and today with no return call. Now that I have made my purchase I am no longer important????
Who do I contact? Obviously this must be fixed! Obviously the store owner could care less now that the sale is done....
Thank you

 

[Vic99]

I used to have a Hearthstone Homestead. After about a month I trouble latching as well and it got worse from there. Did nothing for a season.

When I returned the following year I asked about the latch. Then I mentioned that I bought a stove from them, and they did treat me better. My stove shop called the dealer and found that this was a known problem in some Hearthstones. Gave me an updated handle off of a floor model. I was surprised, guess they wanted to maintain a good rep. Good luck.

 

[begreen]

Is the dealer close by? If so, drop in the shop and insist on being shown how to adjust the door latch. If they can't do that to your satisfaction, then have them set up a warranty appt.

 

[ilmbg]

The dealer is 120 miles away- so I can;t just drop in.
There isn't a phone number on Hearthstone site...
I have emailed Hearthstone with no luck so far either. (I am trying to remain nice, but 'pissy' is edging nearer the surface! Why don't people support their customers.....???
Where is Hearthstone- maybe I can find a number online?

 

[yanksforever]

There are some dealers on this forum that DO have their number. Maybe they can help you. I can't remember which ones though. %-P

 

[Highbeam]

Do a search on the forum for the tech's name that you emailed. You did email the tech didn't you? There was a post with phone #s and everything but honestly, emailing the right person seems to be the best thing to do.

 

[LLigetfa]

Doesn't your dealer have a telephone? 120 miles is nothing by phone.

 

[ilmbg]

ligetfa- the dealer doesn't answer! I have left messeges with no response.
But.....I did get the number and talked to someone at Hearthstone- he is going to send a new latch. But because I brought the stove home myself I have to put it on-----that might just make my day
It was interesting talking to the person at Hearthstone, though- I got different answers completely from him than from the dealer. The dealer told me they only let dealerships every 120 miles. Someone here in town bought a dealership and says they can be at any distance. The dealer told me that they don't(or never-I forget) make Craftsbury in Seafoam Greem, which is what I wanted. They guy at Hearthstone said yes, it wasn't made before but is now. I wonder why my paperwork that came with my stove says 'Craftsbury-Seafoam Green- when it is obviously Moss Green!?? Seems like the front of the donkey doesn't know what the back end is doing at Hearthstone...!
There has been so much'he said /she said/their both wrong attitude that I may go with another brand for the second stove.
Anyway- I hope I can put the new latch on without a problem!

 

[Highbeam]

I would assume that the dealer is wrong on all counts if you spoke with Jim at Hearthstone. Stove dealers are a close relative of car dealers, some are great but there are many that are simply in the business to sell stoves.

From what I've heard, the latch is extremely simple to put on and Hearthstone will help if you get stuck. Also, the good HS dealers that post here have been very helpful with this type of thing.