Regency Warranty?

[creek chub]

Is it common for regency to deny labor during a warranty to replace an insert?

They are offering a smaller unit since my model is no longer offered. It’s not like I have an option at this point but accept their offer.

What has me unhappy is I have to pay $1,000 to install a smaller unit than I bought, which I don’t think is fair at all.

It’d be like buying a f250 truck from the Ford dealer and it blows up. Then contacting the dealer and they tell you they don’t make the f250 anymore and all you get is a f150. That might be a bad analogy but that’s all I can think of at the moment

Any suggestions would be appreciated

 

[stoveliker]

I believe @bholler is knowledgeable of the standard warranties on regency stoves.

 

[begreen]

It's not uncommon for warranties to have time clauses like parts and labor covered for the first 3 yrs, parts only for yrs 3-10, etc. Warranty offers change over time. This is from a 2019 Regency manual. What does your manual say?

 

[bholler]

I agree it isn't fair you are getting a smaller unit. And btw $1000 to swap out an insert is rediculous. If we sold the unit we would do it for free. If we hadn't we would charge but no where near $1000

 

[creek chub]

View attachment 286913

It's not uncommon for warranties to have time clauses like parts and labor covered for the first 3 yrs, parts only for yrs 3-10, etc. Warranty offers change over time. This is from a 2019 Regency manual. What does your manual say?

I’m not good at reading warranties but it did say labor was included for 5 years and mentioned “with the exception of firebox see beloe” I have no idea where they are referring to see below in the warranty language. It’s legal talk and above my head.

My manual was printed in 2014 and they revised the warranty language in 2020 or so.

I’m tempted to just ask for a refund. I just doesn’t seem fair to give me a smaller unit and then pay $1,000

 

[BigJ273]

What happened w the stove?

 

[creek chub]

What happened w the stove?

Multiple broken welds inside the firebox

 

[ratsrepus]

Multiple broken welds inside the firebox

and the cause?

 

[creek chub]

and the cause?

The sweep said it looked like defective welds from the factory

 

[bholler]

and the cause?

Regency had issues with this issue for a little while. It isn't defective welds just not allowing for expansion and contraction in that area

 

[creek chub]

Regency had issues with this issue for a little while. It isn't defective welds just not allowing for expansion and contraction in that area

Seems like regency would figure this out and standby their products. That’s an odd business model to send out products knowing they have issues then cherry pick the warranty when it’s in their favor

 

[begreen]

Seems like regency would figure this out and standby their products. That’s an odd business model to send out products knowing they have issues then cherry pick the warranty when it’s in their favor

Go by your manual's warranty listing. The warranty that was in effect when you bought the stove is what is still in effect, regardless of changes that may have been made at a later date.

 

[bholler]

Seems like regency would figure this out and standby their products. That’s an odd business model to send out products knowing they have issues then cherry pick the warranty when it’s in their favor

They didn't know they had a problem when they put them out. They are also not cherry picking the warranty. It is still the same as it was when you bought the stove. They just don't have your stove anymore to replace yours with.

And the high labor cost isn't regency that's your dealer.

 

[creek chub]

They didn't know they had a problem when they put them out. They are also not cherry picking the warranty. It is still the same as it was when you bought the stove. They just don't have your stove anymore to replace yours with.

And the high labor cost isn't regency that's your

Quality control issues are the manufacturer’s problems, not the consumers’, or at least that’s how it should be.

And yes, I think the dealer is screwing me.

I’ll explore my options with both regency and the dealer

 

[creek chub]

Go by your manual's warranty listing. The warranty that was in effect when you bought the stove is what is still in effect, regardless of changes that may have been made at a later date.

I guess my circumstance isn’t specifically spelled out in the warranty.

 

[stoveliker]

I'd go to your dealer noting the problem is known to be a problem by regency. And kindly ask if they can extend warranty to this if it's already expired, because it was recognized by them to be an issue in the design and the fact that it broke after the warranty is not your doing.

Polite first might be the best chance of things working out for you.

 

[creek chub]

I'd go to your dealer noting the problem is known to be a problem by regency. And kindly ask if they can extend warranty to this if it's already expired, because it was recognized by them to be an issue in the design and the fact that it broke after the warranty is not your doing.

Polite first might be the best chance of things working out for you.

I will send them an email requesting to either cover install costs or fully refund the purchase price and then follow up with a phone call.

I can’t fathom that both regency and the dealer think this is a fair outcome for me. Our area is fairly small and word spreads fast of bad service

 

[creek chub]

I have a regency insert. Great heat output but there are known quality issues. Mine is out of service now and I’m going through the warranty replacement process with no known replacement date and I have to pay for the installation of a known regency quality issue since the firebox welds broke slightly over the warranty date that included labor. Good luck if you choose Regency

 

[creek chub]

The point was made in your thread. It's not ok to raid other threads to vent. The issue may be more with the dealership not pushing harder.

I’m not raiding anything. I’m merely providing factual statements about regency so others can make an informed decision

 

[bholler]

I’m not raiding anything. I’m merely providing factual statements about regency so others can make an informed decision

In my experience as a regency dealer they treat their customers very well with regards to warranty. The problem with your situation is your stove is no longer available and they don't have a very comfortable replacement. I agree it sucks but not sure what they can do. Have you asked about a refund?

 

[creek chub]

yes, I have contacted my dealer about a refund. I haven’t gotten an answer yet . A refund is probably the most reasonable outcome or a no cost replacement

 

[bholler]

yes, I have contacted my dealer about a refund. I haven’t gotten an answer yet . A refund is probably the most reasonable outcome or a no cost replacement

They offered a no cost replacement. But they don't cover labor because of your time frame. But you could absolutely go pick up the stove at no cost. There are many other stove brands where you would have no warranty at this point.

 

[creek chub]

They offered a no cost replacement. But they don't cover labor because of your time frame. But you could absolutely go pick up the stove at no cost. There are many other stove brands where you would have no warranty at this point.

The labor coverage portion of the warranty was missed by just a few months. I guess I should have been inspecting my regency wood burning insert during the non burning summer months all along.,, makes sense, right??

 

[bholler]

The labor coverage portion of the warranty was missed by just a few months. I guess I should have been inspecting my regency wood burning insert during the non burning summer months all along.,, makes sense, right??

I really don't understand what the complaint is. Your warranty coverage for labor has run out. That warranty info was provided to you at the time of purchase it didn't change the only thing that changed is the fact that your stove is no longer available. And for the record this didn't happen during the summer months. If you inspected it at the end of the burning season it would have been caught.

 

[creek chub]

I really don't understand what the complaint is. Your warranty coverage for labor has run out. That warranty info was provided to you at the time of purchase it didn't change the only thing that changed is the fact that your stove is no longer available. And for the record this didn't happen during the summer months. If you inspected it at the end of the burning season it would have been caught.

Regency’s owner’s manual maintenance procedures do NOT mention inspecting the welds. But now Regency and their supporters think material defects that weren’t adequately addressed by quality control and clearly defined procedures in the owner’s manuals are the responsibility and financial burden of their customers?