New Pellet stove not working

[McMom]

Hoping someone can help me out. I had a brand new Greatwolf TPS35 free standing pellet stove installed on Thursday. The installing technician fired the stove up after installation and stayed for maybe 10 minutes afterwards but the stove does not work. The start up process works just fine... pellets begin dropping, auto ignition start works, fire gets going but at the approximate 12 minute mark, the stove clicks and the shut down process begins. When this happens, the heat light blinks which in the owner manual means operation failure. I've tried to adjust the feed trim which is by holding the prime button down at the same time as the heat button but doing this makes the stove click off and the light blinking once again meaning the operation failure. I have spoke to the store where I have purchased it but he point blank told me doesn't care that it is not working. I am at a loss and don't know what to do. I believe proof of fire has been met, the door and hopper are closed and everything sealed tight. Even holding the prime button down continuously to make it feed, it will still click off at the 12 minute mark. Someone please help!!

 

[reallyte]

Either overfiring or not meeting the temp sensor requirements. Bad service is no fun. I'd return it on just that experience. You will need a dependable dealer regardless of what stove it is.

 

[Bioburner]

May be the over temp switch.? If the room air fan does not come on the stove starts to over heat and needs to shut down to save itself. I can't seem to google your stove

 

[BrotherBart]

I believe this is a Napoleon Timberwolf stove. Not Greatwolf, correct?

 

[pell it]

Page 29 section 8.2 NOTE states that if proof of fire is not made within 15 minutes, the unit will go into shutdown.

How robust is the fire when it shuts down?

 

[sinnian]

(broken link removed to http://www.timberwolffireplaces.com/products/pellet-burning-stoves/tps35/)


http://napoleonproducts.com/downloads/timberwolf/fireplaces/manuals/W415-0865_TPSI35.pdf

 

[P38X2]

I have a feeling I'm jumping the gun by saying this.....I have no tips to get you up and running, nor do I know if there's more to the story, but if the interaction with your dealer was as cut and dried as you say, I'd return it and get your money back ASAP and offer him some choice parting words. There must be another dealer close to you.

I'm sure others will chime in to help you along.

 

[McMom]

Yes, Timberwolf. Thank you. I told him I was going to return it and he said he'd charge a 50% restocking fee! The stove was purchased for me by my grandfather. I called the store the very next day after it was installed with the receptionist relaying information back and forth with a technician. I asked if I could speak with a tech that way I could help expidite the process of getting it going and she said she would have them call me before closing time. Closing time came and went with no call. The next day I called and the owner told me to do timing phase of which had already done the night before for 3 hours timing it precisely with a stop watch and he told me I had to do it again. Story goes on and on and I told him I could tell him the exact time and process of everything that went on from start up and shut down and that I needed a resolution to this problem as it drops down to the 30s for temp at night, it is my heat source and I have a child at home. He then told me he does not care that my stove is not work, he did not make the stove and that it is not his fault that it is not working (he installed it) and that it is my fault for making poor life choices that it is my only heat source and then hung up on me--- YES he told me this and not even sure what he even meant by that.

Anyway, to the problem. I have tried to meet proof of fire and not sure how I can tell if it is met or not. I'm not very smart at these things. When I was getting it started, the moment that it clicked off, I unplugged the stove and started it right back up four times in a row so the stove is getting hot but it clicks off at nearly the exact same time mark every time. The blower and fan are working and after the stove clicks off, the fan continues to blow until it cools it down.

 

[McMom]

The first link that sinnian posted is my exact stove. And if you scroll down to the bottom and see the picture of the side of the stove, the heat level button will elluminate red and blink along with the button right above it for the first feed level.

 

[McMom]

May be the over temp switch.? If the room air fan does not come on the stove starts to over heat and needs to shut down to save itself. I can't seem to google your stove

-- Thanks, thee fan does come on

 

[IHATEPROPANE]

Did you buy the stove on a credit card? Was there a 50% restocking fee in any thing you signed? If you did use a cc and did not sign anything about a 50% restocking fee, I would return it then dispute the charge on the cc. I would then go to the bbb and file a complaint.

And there is always small claims court


This is in the event the dealer does not get the stove working correctly under warranty.

 

[jertola]

Is he an autherized dealer for this stove. If it was brand new, I would assume it would have some kind of warranty. I'd call the company to find out and let them know about the poor customer service from that dealer while your at it.

 

[McMom]

Did you buy the stove on a credit card? Was there a 50% restocking fee in any thing you signed? If you did use a cc and did not sign anything about a 50% restocking fee, I would return it then dispute the charge on the cc. I would then go to the bbb and file a complaint.

Yes, it was purchased with a credit card. I read the paperwork since I thought the 50% restocking fee was outrageous and the paperwork states "returns may be subject to a 20% restocking fee" and I'm not sure if the paperwork was signed or just the credit card receipt since my grandfather purchased it and I wasn't present at the time of the purchase-- and my grandpa is away for the next couple of days. I only have a copy of the store's sales receipt which states all of the contract information but that copy is not signed, not sure if there is an original with signature or not.

 

[BrotherBart]

He didn't build the stove but Napoleon did. Go here and send the details of the situation.

(broken link removed to http://www.napoleonfireplaces.com/support/)

 

[McMom]

Is he an autherized dealer for this stove. If it was brand new, I would assume it would have some kind of warranty. I'd call the company to find out and let them know about the poor customer service from that dealer while your at it.

Yes the store is an authorized dealer and it is brand new so it does have the warranty but have to wait until Napoleon is open at 830am EST tomorrow (530am my pacific time).

 

[IHATEPROPANE]

Yes, it was purchased with a credit card. I read the paperwork since I thought the 50% restocking fee was outrageous and the paperwork states "returns may be subject to a 20% restocking fee" and I'm not sure if the paperwork was signed or just the credit card receipt since my grandfather purchased it and I wasn't present at the time of the purchase-- and my grandpa is away for the next couple of days. I only have a copy of the store's sales receipt which states all of the contract information but that copy is not signed, not sure if there is an original with signature or not.

The restocking fee really should only apply in situations were you return a unit that is working correctly and are just unsatisfied. A brand new defective unit should not be subject to such a fee.

Either he fixes it or you get the full cost if the unit back ( as far as install charges you won't get those back, maybe in small claims court) anything less is unacceptable.

 

[McMom]

Did you buy the stove on a credit card? Was there a 50% restocking fee in any thing you signed? If you did use a cc and did not sign anything about a 50% restocking fee, I would return it then dispute the charge on the cc. I would then go to the bbb and file a complaint.

And there is always small claims court


This is in the event the dealer does not get the stove working correctly under warranty.

Oh and when I asked if they would come back out and take look at it since it did not work past the first hour of installation. He said sure but it will cost me $125/hr to have their tech come out and look at it even though it did not work pas the first hour, on the first day of installation.

 

[pell it]

On page 40 of your manual, find item #1 on the exploded view. That is the proof of fire switch. There should be two wires connected to it. Unplug the power cord, then make sure they are both plugged on tight.

 

[McMom]

The restocking fee really should only apply in situations were you return a unit that is working correctly and are just unsatisfied. A brand new defective unit should not be subject to such a fee.

Either he fixes it or you get the full cost if the unit back ( as far as install charges you won't get those back, maybe in small claims court) anything less is unacceptable.

Good point on this aspect of the restocking fee!!

 

[McMom]

On page 40 of your manual, find item #1 on the exploded view. That is the proof of fire switch. There should be two wires connected to it. Unplug the power cord, then make sure they are both plugged on tight.

I turned to page 40 of my manual and it is a parts and accessories page (the item #s if I need to order additional parts)

 

[BrotherBart]

Get in touch with Napoleon. You can't be depending on a heating appliance that the dealer won't make work from day one. It won't be any better if it breaks in the middle of a snow storm.

 

[pell it]

I turned to page 40 of my manual and it is a parts and accessories page (the item #s if I need to order additional parts)

Is this the same as your manual page forty?

 

[IHATEPROPANE]

Oh and when I asked if they would come back out and take look at it since it did not work past the first hour of installation. He said sure but it will cost me $125/hr to have their tech come out and look at it even though it did not work pas the first hour, on the first day of installation.

Labor costs are unfortunately not normally covered under warranty. That being said if this was a reputable dealer he should fix it for free since it never worked properly. My stove had an issue a couple days after I had the stove installed....they came out twice free of charge to make sure the problem was fixed. And they came out immediately. Now they get a lot of pellet business from me. That's how you should run a business.

 

[McMom]

Is this the same as your manual page forty?

Oh, yes that is

 

[sinnian]