The Good:
I purchased a new to me 2017 IS from a neighbor up my road. Charcoal Grey and Copper, Soapstone Firebox Liner & Soapstone Side Panels. Purchased knowing it needed some of the usual parts replaced & all new gaskets. Specifically, it needs a new Sled Assembly, Radiator Assembly, Bypass Rod Assembly & Maintenance gasket kit after 9 winters of use. All of these parts are easily found on the WS websites store, the only item listed is "out of stock" was the gasket kit. I was able to drive up the road with my tractor and retrieve the stove from my neighbors walk out basement, and easily get it into my walk out basement. It also has the typical crack on the stoves faceplate parallel with the top door hinge. It came with (3) catalysts, (1) of which has only been used for (1) heating season. I am very happy with the purchase, I did all sorts of research about this stove and its known issues prior to purchasing, I paid less than the cost of a new Catalyst for the stove.
The Bad:
10-1 I placed my order for the needed parts via the WS websites online store, the only item listed as "not in stock" was the gasket maintenance kit. When you place an order, you get no order #, no follow up email outlining your order, nothing. The only way I knew my order had actually gone through was by checking my bank account.
10-5 I called the WS parts dept and inquired about my order, as I had never received any communications since placing the order. I was told I would get an email only once the order had shipped, nothing prior to that. I inquired why the "in stock" parts had not shipped, I was informed that all the common stove parts listed on the website are made to order, non-stock items.
10-8 I sent an email to the WS parts dept asking for an update, I got a response late in the day indicating the parts were being "cut" and the gasket kits should be back in stock by the end of the week.
10-16 I sent another email to the WS parts dept asking for another update, no reply received to date.
10-17 WS is open from 9-12 on Saturdays, so I called the parts dept at 10am, nobody answered so I left a detailed message asking for a call back with an update, no reply.
I am still happy with my purchase and I look forward to getting this stove restored and put into service as it will be a major upgrade from my old 1982 Nashua smoke dragon. I am just disappointed in what I perceive as misinformation in the webstore and again what I perceive as overall poor communications that I have experienced.
Also on a side note I called WS prior to purchasing the stove to ask about the common crack in the faceplate by the top door hinge. They said if I am willing to drop it off, and then eventually pick it up, they could make the repair by welding a new faceplate on the stove. There will be a nominal cost associated with the repair, that wont be known until one of their shop welders can get some eyes on the stove. They indicated realistically for the quickest turnaround time, springtime would be the best time to drop it off, which I totally understand. I realize it is their busy season, especially with all the EPA recertification issues they had to deal with recently. I only live an hour to the North, so I am fine with this solution and offering.
I purchased a new to me 2017 IS from a neighbor up my road. Charcoal Grey and Copper, Soapstone Firebox Liner & Soapstone Side Panels. Purchased knowing it needed some of the usual parts replaced & all new gaskets. Specifically, it needs a new Sled Assembly, Radiator Assembly, Bypass Rod Assembly & Maintenance gasket kit after 9 winters of use. All of these parts are easily found on the WS websites store, the only item listed is "out of stock" was the gasket kit. I was able to drive up the road with my tractor and retrieve the stove from my neighbors walk out basement, and easily get it into my walk out basement. It also has the typical crack on the stoves faceplate parallel with the top door hinge. It came with (3) catalysts, (1) of which has only been used for (1) heating season. I am very happy with the purchase, I did all sorts of research about this stove and its known issues prior to purchasing, I paid less than the cost of a new Catalyst for the stove.
The Bad:
10-1 I placed my order for the needed parts via the WS websites online store, the only item listed as "not in stock" was the gasket maintenance kit. When you place an order, you get no order #, no follow up email outlining your order, nothing. The only way I knew my order had actually gone through was by checking my bank account.
10-5 I called the WS parts dept and inquired about my order, as I had never received any communications since placing the order. I was told I would get an email only once the order had shipped, nothing prior to that. I inquired why the "in stock" parts had not shipped, I was informed that all the common stove parts listed on the website are made to order, non-stock items.
10-8 I sent an email to the WS parts dept asking for an update, I got a response late in the day indicating the parts were being "cut" and the gasket kits should be back in stock by the end of the week.
10-16 I sent another email to the WS parts dept asking for another update, no reply received to date.
10-17 WS is open from 9-12 on Saturdays, so I called the parts dept at 10am, nobody answered so I left a detailed message asking for a call back with an update, no reply.
I am still happy with my purchase and I look forward to getting this stove restored and put into service as it will be a major upgrade from my old 1982 Nashua smoke dragon. I am just disappointed in what I perceive as misinformation in the webstore and again what I perceive as overall poor communications that I have experienced.
Also on a side note I called WS prior to purchasing the stove to ask about the common crack in the faceplate by the top door hinge. They said if I am willing to drop it off, and then eventually pick it up, they could make the repair by welding a new faceplate on the stove. There will be a nominal cost associated with the repair, that wont be known until one of their shop welders can get some eyes on the stove. They indicated realistically for the quickest turnaround time, springtime would be the best time to drop it off, which I totally understand. I realize it is their busy season, especially with all the EPA recertification issues they had to deal with recently. I only live an hour to the North, so I am fine with this solution and offering.
