Problems getting stove?

[^kris^]

Hi! We ordered an Enviro New Cast M55 from a reputable local (multiple sources) installer (New Jersey, US) in March. After originally being told it'd be roughly two weeks, we're still without the stove.

Originally, we were told they were awaiting parts and opened the box to look at the stove and the front glass was shattered.

They then told us that they were working with their distributor to have another one shipped to replace the damaged unit.

Finally, we got word they "weren't having luck with the fireplace and their distributor" and we "should talk to discuss other options".

Is this common? Is this stove available? We're starting to give up hope.

Thank you in advance,

-kris

 

[stovelark]

Hi Kris- Seems you just ran into someone having a bad day or something- No, these stoves are normally available, our store has them in stock. Haven't heard of any production issues either. Sure yours will be keeping you warm this winter, and congrats, think you made a good choice of stove. Good luck. Get your pellets too!!

 

[Eatonpcat]

That's a nice stove, Hope you get the issues worked out soon!!

 

[smwilliamson]

I'm not saying anyone is doing this or not...but if you don't pay your bills, you don't get your product. Summer months can be terrible on hearth shops that generally discount service work or god help them, don't have a service dept. You need to lock down a drop dead date with them or you are going to take other action. It's summer, so you don't need the stove yet. perhaps they are having $ issues, perhaps there are other factors at work. When I sell a stove, before I take any money, there is a delivery date (install date) penciled in. I have had product arrive damaged and it usually takes a week to get it fixed. Perhaps they have just been short staffed or tring to run a business and take vacation time at the same time...that happens too. Keep us informed.

 

[smwilliamson]

"should talk to discuss other options".

That worries me. What are the options? You took my money, now deliver the stove.

The deposit isn't really supposed to be used to buy the equipment. I usually take 50% of the stove, order it, install it and then collect the entire balance. It keeps me motivated to bring the job to conclusion. At times thought...I have asked for full payment of the stove depending upon other circumstances.

Sending a whole new stove...that doesn't usually happen either if they can just send a damaged part. Unless they don't have the glass in stock.

I'm thinking that BAC may be the distributor...If so, that may explain the issues your having. BAC goes on vacation all the time it seems.

 

[The Grintch]

Something just doesn't sound right.

I had a new stove installed about a month ago. The first one arrived at 9:30 am with a cracked glass and a damaged side...needless to say it was sent back. The second one arrived at 10:30 ready to go.

The dealer you working with simply may not have the stock. I would ask for a delivery date and install date, if it doesn't happen... a credit date!

In the mean time you may want to see what other deaelrs have in stock and have a back-up plan.

 

[Don2222]

Hi! We ordered an Enviro New Cast M55 from a reputable local (multiple sources) installer (New Jersey, US) in March. After originally being told it'd be roughly two weeks, we're still without the stove.

Originally, we were told they were awaiting parts and opened the box to look at the stove and the front glass was shattered.

They then told us that they were working with their distributor to have another one shipped to replace the damaged unit.

Finally, we got word they "weren't having luck with the fireplace and their distributor" and we "should talk to discuss other options".

Is this common? Is this stove available? We're starting to give up hope.

Thank you in advance,

-kris

Damaged glass is a real problem with stoves or stove doors that are ordered from suppliers or manufacturers. If the glass was damaged in transport, then they like to prove it and get the shipping company to submit an insurance claim and get reimbursed. Manufacturers and suppliers do not give these parts away to replace broken glass. It happens to all brand stoves, therefore one of my dealer friends just goes to the local glass shop and haves them replace the glass for $100 dollars and absorbs the cost. In this way, the stove is fixed right away and delivered and installed without months of waiting. Big stove dealer shops should have some customer satisfaction like this to take care of the situation fast. If not it may be an indication of the type of service you will be getting from them in the future.

 

[Lousyweather]

That worries me. What are the options? You took my money, now deliver the stove.

The deposit isn't really supposed to be used to buy the equipment. I usually take 50% of the stove, order it, install it and then collect the entire balance. It keeps me motivated to bring the job to conclusion. At times thought...I have asked for full payment of the stove depending upon other circumstances.

Sending a whole new stove...that doesn't usually happen either if they can just send a damaged part. Unless they don't have the glass in stock.

I'm thinking that BAC may be the distributor...If so, that may explain the issues your having. BAC goes on vacation all the time it seems.

yea, but geez, what dealer doesn't keep the glass in stock? Break a glass during the cold months, I want to keep my customers happy, and it wont do to tell them they have to wait for the glass to ship......when its zero out.

 

[Lousyweather]

Damaged glass is a real problem with stoves or stove doors that are ordered from suppliers or manufacturers. If the glass was damaged in transport, then they like to prove it and get the shipping company to submit an insurance claim and get reimbursed. Manufacturers and suppliers do not give these parts away to replace broken glass. It happens to all brand stoves, therefore one of my dealer friends just goes to the local glass shop and haves them replace the glass for $100 dollars and absorbs the cost. In this way, the stove is fixed right away and delivered and installed without months of waiting. Big stove dealer shops should have some customer satisfaction like this to take care of the situation fast. If not it may be an indication of the type of service you will be getting from them in the future.

accurate assessment, Don, which is why a dealer needs to carry some glass in stock, or have a local glass company in their back pocket who also sells stove glass (and yes, certain glass dealers cut stove glass to size!)

 

[moey]

Thats 3 months way way way to long.. I hope they have not had a deposit from you all that time.

 

[^kris^]

Thanks all - still hunting things down, whether it be regarding our deposit or an answer.

I also contacted the mfr of the stove and haven't heard back there either.

-kris

 

[Don2222]

accurate assessment, Don, which is why a dealer needs to carry some glass in stock, or have a local glass company in their back pocket who also sells stove glass (and yes, certain glass dealers cut stove glass to size!)

Also I would like to add that once the Dealer signs off on a delivery of the stove, there is a transfer of ownership from the stove to the dealer and the shipper can also wash his hands too! IF the Dealer checks the stove out, takes some pics and gets the Delivery man to sign and write that the glass is broken at the time of delivery, then the Dealer has a witness and maybe some recourse of re-imbersement! It still would take along time and once the Dealer signs for the stove, it is the Dealer's stove and no-one else is going to fix it for him! The manufacturer or Distributor can do something at their leisure but is not obligated to! Those are just the facts!

 

[^kris^]

...and an update: installer has conveyed a date given to them from their distributor (BAC?) - August 1st.

Hopefully this is good and isn't set to change. I refinished half our basement in anticipation of having the pellet stove!

Thanks all!

 

[MCPO]

BAC is a good sized busy stove distributor from Hudson NY and they have been around for many years. I`d be surprised if they were the problem.
My bet is either the dealer is giving you the run around or the factory is slow to deliver for whatever reason.

 

[smwilliamson]

My distributor has 160 units in stock, it's not bac unless you are getting a special enamel color

 

[^kris^]

Ya no enamel here... going to see what happens come August 1st.

Hopefully it's an install, a pic here, and a thank you to all

 

[Lousyweather]

not a rare stove....other issues at work here, apparently.....hope you get it straightened out soon!

 

[^kris^]

...and an update. They said it was still set to ship on 8/1 and could relay tracking info once received.

Three calls in since Monday to get the tracking info - no response.

Going to request the deposit back.

 

[^kris^]

...and installed

 

[Woody1911a1]

yaaay , love the 55's and glad it all worked out

 

[P38X2]

Nice looking stove. Like the exchanger, or whatever that is on the back wall of the firebox. Gives it a theater curtain effect. Glad you FINALLY got it.