Fyre Place & Patio Shop
4 years ago
Had Fyre place in Owen Sound install Napolean natural gas stove in Sept 2019,shortly after rattle started in Mar 2020, they sent tech to investigate,he spent over hour trying to resolve,but admitted not sure if he found problem ,we spent time away for winter so did not use very often ,well with this year being at home more ,we started using stove much more,the rattle is incredibly more aggressive,notified The Fyre place of existing problem,in Nov 2020 but because of the one year warranty being due-in Sept. they would send a tech back at cost to us ,to a problem that was not repaired in Mar of 2020 and told good luck otherwise,asked if we could notify Napolean about the problem,response was Napolean would do nothing ,so I did that myself,no help on behalf of the Fyre place! Well,Napolean stepped up,they listen,and suggested using another tech from another company to solve the issue which we are doing!Please before you buy ask others,there is more than just selling you the product,it s standing behind it so do your research,before buying from the Fyre Place! Try to find a reputable store or company to help with problems like this,this was bought new ,not used,ask friends of a good heating company,do your research before buying,buying is easy,sometimes repairs afterwards,not so much! Beware!
The Business Owner Replied:
Hi Randy, I am sorry to hear of your recent problems with your Napoleon stove. We do not see record that you have called in for service since our last no charge call on March 3, 2020. We have checked with Napoleon and they have advised me you called in on November 26 to discuss a rattle that gets worse as the fireplace heats up. They have no record of suggesting another company to resolve the problem, but said it could have been part of the conversation but they would have also included that another company would charge you for labour as well The warranty mandated by Napoleon is for one year for labour and can not be extended by others. Also if not an authorized Napoleon dealer
it could effect any future warranty claims. Rattle noises can be one of the hardest to diagnose, as with heat there can be metal expansion and there are also moving parts in all models. As part of our warranty, we provided the service call on March 3 to you at no charge and no compensation from the manufacture as they do not cover anything for labour unless parts changed under there approval. If you wish to change your mind about another company servicing your stove, please contact me directly and we can discuss. Paul
Written on 12/14/2020
Hi Randy, I am sorry to hear of your recent problems with your Napoleon stove. We do not see record that you have called in for service since our last no charge call on March 3, 2020. We have checked with Napoleon and they have advised me you called in on November 26 to discuss a rattle that gets worse as the fireplace heats up. They have no record of suggesting another company to resolve the problem, but said it could have been part of the conversation but they would have also included that another company would charge you for labour as well The warranty mandated by Napoleon is for one year for labour and can not be extended by others. Also if not an authorized Napoleon dealer
it could effect any future warranty claims. Rattle noises can be one of the hardest to diagnose, as with heat there can be metal expansion and there are also moving parts in all models. As part of our warranty, we provided the service call on March 3 to you at no charge and no compensation from the manufacture as they do not cover anything for labour unless parts changed under there approval. If you wish to change your mind about another company servicing your stove, please contact me directly and we can discuss. Paul
Written on 12/14/2020
