Thank you….. I only get a little anxious as Jotul seems to be not the go-to corporation for handling problems or supporting dealers in the midst of problems….
I ended up dealing with Jotul a good bit, as I happened to own a few of one of their more troublesome models. The stoves were built in the 1990's, I purchased them second-hand in 2011 - 2013.
My experience was that the dealers were well-prepared to give good support on newer models, but because of employee turnover or other reasons, they were completely il-equipped to even help with basic parts sales on older models.
No problem, I thought, I'll just call the manufacturer. Unfortunately, at least back then, Jotul had NO phone number for customer or end-user support. I did manage to dig up their tech support phone number, but the first time I called, I was told they will only talk with dealers. They basically hung up on me.
Thankfully, one of my local dealers was friendly enough to tell me to just use their credentials when I called Jotul, and pretend I was them. So, from there on out, I had a good line directly into Jotul USA, and there was someone there who not only knew my old model well, but happened to be a huge fan of that model. We became very friendly over the few years I was running those stoves.
Long way of saying, yes... Jotul really sucks for end-user support. They just won't talk to you, unless you're a dealer. But not all is lost, as the dealers are actually pretty good at supporting current models, and they do get secondary support from Jotul.
