Before I bought the Eqinox,
I found out here ,some of the early builds had a problem with the primary air control not working properly.
So when I purchased the stove I brought that to there attention.
There response was , If there is a problem, of coarse it will be taken care of before you pick up the stove.
Well I was not. After about 6 weeks of burning. the primary air control started to get a little rough Then it would get stuck in the fully open & fully closed positions.
I called the dealer & he was not aware of any problems with the air control.
( Christmas Eve ).
Shortly after that, I got a message on my cell from him. " Apparently there is an issue with the first 100 stoves made.
He or I would have to drop the ash draw ( cast iron lower portion of the stove ) to see what the problem is.
So I did, after 3 hours labor I found some stove cement , that I thought could have been causing the problem. reassembled the stove & called the dealer back.
Shared my findings with him & all was good. air control seemed to be work smoothly.
Four days later same problem. Air control getting stuck in both fully open & fully closed.
I figure lets go to the source. I tried calling Hearthstone direct .
After a hour of phone play . Press 1 if press 2 if press if press 4 if your a dealer & on & on & on. to no avail.
So I called the dealer back, He said he would call them immediately & get back to me.
He did call me back within 5 minutes & said " I need your address so Hearthstone can send you the replacement parts necessary to fix the problem.
Why did I have to waist 3 hours of my time trying to fix defect that I read about 6 months earlier?
Why wasn't my dealer aware of this potential problem?
Why Cant I call Hearthstone directly & talk to there Engineering department.
Hell I should be able to talk every man involved inn the design of there new stove.
It's my money spent, I deserve more than that!
And In my opinion, that's one of the things wrong with the corporate world.
It two days later now, No next day delivery on the parts.
There dropping the ball again.
When will they wake up?
I found out here ,some of the early builds had a problem with the primary air control not working properly.
So when I purchased the stove I brought that to there attention.
There response was , If there is a problem, of coarse it will be taken care of before you pick up the stove.
Well I was not. After about 6 weeks of burning. the primary air control started to get a little rough Then it would get stuck in the fully open & fully closed positions.
I called the dealer & he was not aware of any problems with the air control.
( Christmas Eve ).
Shortly after that, I got a message on my cell from him. " Apparently there is an issue with the first 100 stoves made.
He or I would have to drop the ash draw ( cast iron lower portion of the stove ) to see what the problem is.
So I did, after 3 hours labor I found some stove cement , that I thought could have been causing the problem. reassembled the stove & called the dealer back.
Shared my findings with him & all was good. air control seemed to be work smoothly.
Four days later same problem. Air control getting stuck in both fully open & fully closed.
I figure lets go to the source. I tried calling Hearthstone direct .
After a hour of phone play . Press 1 if press 2 if press if press 4 if your a dealer & on & on & on. to no avail.
So I called the dealer back, He said he would call them immediately & get back to me.
He did call me back within 5 minutes & said " I need your address so Hearthstone can send you the replacement parts necessary to fix the problem.
Why did I have to waist 3 hours of my time trying to fix defect that I read about 6 months earlier?
Why wasn't my dealer aware of this potential problem?
Why Cant I call Hearthstone directly & talk to there Engineering department.
Hell I should be able to talk every man involved inn the design of there new stove.
It's my money spent, I deserve more than that!
And In my opinion, that's one of the things wrong with the corporate world.
It two days later now, No next day delivery on the parts.
There dropping the ball again.
When will they wake up?
