A note regarding Thelin customer service...

[Bioburner]

Monday came and your back in business. Will hope that the stove will operate as it should. About a month and half of real stove weather yet.

 

[CMMartin]

Parlor 3000 SSN #6340 Date Code: 37-05

I needed a fan assembly/Fire pot holder/ignition


Part numbers first given to me by Barney
00-0035-0020 Ignition
00-0005-0175 Fan assembly
00-1005-0033 Firepot holder

Copy and pasted from my Invoice from a Thelin dealer...

Products
------------------------------------------------------
1 x Pittman Fan Mounted W/Metal Fan Blade assy (00-0005-0009) = $380.00
1 x Firepot Holder (00-1005-0033) = $140.00
1 x Parlour/echo s//s electronic ignition (00-0005-0103) = $110.00
------------------------------------------------------
Sub-Total: $630.00

It was noted that the fan pn was changed to ensure that i would get the correct fan...

What I received in the box.
00-0005-0175 Fan Assembly (seems to be working much better than the old fan)
00-0005-0103 Turns out to be a fire pot
00-1005-0033 Fire pot holder for another model of stove.


After talking with Jim (I thought it was Jeff) he gave me the following part numbers after grumbling about how it was going to take a long time to find them...

00-0035-0137 Ignition
00-1005-0130 Fire pot holder

 

[Lake Girl]

Matt, you totally ignored the issue of the original poster - his and the dealer's due diligence with getting parts numbers for the serial number - and received the wrong parts. There would be no story if he received the appropriate parts. There would be no story if your customer service staff had done their job without being rude or dropping his calls. He was not blaming you for the poor quality of previous repairs - just supplying the reason why he wouldn't allow the dealer to do any further repairs. And now he has to pay extra shipping???

Then there's John's problem - His dealer has done his best to rectify the problem with the insert (as is his responsibility and you underlined). For all intents, it was a new stove. Since it sat unused for a couple of years in a protected environment (a showroom), it should be expected to function as advertised by both the dealer and the customer. According to the warranty statement on your website: "Thelin Hearth Products warrants its new stoves against defects in material and workmanship for a period of five (5) years from the date of purchase with the exception of the electrical components, gaskets, logs, moving parts, gas valve and control, and burner which are warranted for a period of one (1) year from date of purchase." It was purchased in September .... When a company wants to "make it right" and doesn't spend a few more dollars to expedite shipping, wouldn't you be frustrated if you were in his shoes?

As for helping others, yes, that is what this forum is about if you look beyond the above issues. It is also a place to post buyer beware statements to save someone else the expense and aggravation they have encountered when having a substantial purchase for their home go wrong.

PS - See you did notice the original issue. Good...

 

[Titanmatt]

Lake girl what am ignoring here? Everything should have been done through the Dealer plain and simple. I do not know about any dropped calls or why that would have happened??
It's not all about serial number Lake Girl because before us the serial number only tells us what motors are in it, not the type of igniter, type of burn pot etc. it's very limited info from the original Thelin.
These older stoves can be challenging at times and people are allowed mistakes the Dealer should have contacted us directly with this issue.
So Lake Girl you mean to tell me possibly nothing was ever messed with on a floor model? How do you know that? Let's go easy on praising the Dealer because that is what they are supposed to do.. How bout replacement parts? Why are they selling the floor model for $1000 less??
I am not ignoring anything Lake Girl I've put my neck on the line trying to explain our side which I am sure the owner would like me doing this but I DO Care or I would have never said nothing in the first place.
Remember I was in this position of a Dealer for many years.

 

[Titanmatt]

Parlor 3000 SSN #6340 Date Code: 37-05

I needed a fan assembly/Fire pot holder/ignition


Part numbers first given to me by Barney
00-0035-0020 Ignition
00-0005-0175 Fan assembly
00-1005-0033 Firepot holder

Copy and pasted from my Invoice from a Thelin dealer...

Products
------------------------------------------------------
1 x Pittman Fan Mounted W/Metal Fan Blade assy (00-0005-0009) = $380.00
1 x Firepot Holder (00-1005-0033) = $140.00
1 x Parlour/echo s//s electronic ignition (00-0005-0103) = $110.00
------------------------------------------------------
Sub-Total: $630.00

It was noted that the fan pn was changed to ensure that i would get the correct fan...

What I received in the box.
00-0005-0175 Fan Assembly (seems to be working much better than the old fan)
00-0005-0103 Turns out to be a fire pot
00-1005-0033 Fire pot holder for another model of stove.


After talking with Jim (I thought it was Jeff) he gave me the following part numbers after grumbling about how it was going to take a long time to find them...

00-0035-0137 Ignition
00-1005-0130 Fire pot holder

Chris have you shipped this stuff back yet? The original parts look to be for a Gnome that you received. I am out sick today, can I get back to you tomorrow?
Thanks Matt

 

[CMMartin]

Matt
I appreciate what you are doing and the help you are offering. I had been trying to go through a Thelin dealer since early fall. I was told by my local dealer (now out of business) that I should go through someone else for the parts and was encouraged to look for anything aftermarket that could fit the stove. I was warned of very long lead times for them to get parts...Less than 1 month later they were abruptly closed and he split town. I tried several other dealers in the region with most of them not returning calls or not replying to emails.

I am currently working through a dealer in another state that Barney had recommended to me. I have not met them directly nor do I hold any angst towards them. I just want the correct parts. I don't want to be fleeced in the process.

I have sent the images of my burn pot holder to Barney...Let me see what she has to say.

What was bothering me was that I had several differing part numbers quoted to me (all different than in the owners manual that I have) and I wanted the correct parts. That is why I contacted Thelin directly. One less loop in the telephone relay game and I had hoped for one less layer of possibility of error.

I understand that there is a lack of documentation and that this is now a new/different company...it still should not be this difficult.

 

[Titanmatt]

Chris the problem with those old part numbers at that time is that all have changed. So it can be very difficult to match them up. Every time I think I have these older stoves down something comes up that we have never seen before. My fear on your stove is the fire pot holder. I need to see the photos for myself.
I will talk with Barney tomorrow.

 

[BrotherBart]

Gentlemen. Lets take one to one conversations to the "conversation" function please.

Thanks.

 

[CMMartin]

I have not shipped the box of gnome parts yet. It is here beside my desk and will have to go out tomorrow or wed...

I can email you the images of this burn pot as well if that would be helpful. Or post them here...

I have started a layout cut/break pattern for this fire pot. If I can find a chunk of decent 3/16" stainless I should be able to get it knocked out in less than an hour in the shop. I would like to make it out of 309SS I am not sure what this current one was made of. I have not found a local source for 309 without an appreciable lead time. Other stainless should hold up ok but just not as well as the enriched Cr/Ni 309.

I can also post this pattern here if it would be helpful to other stove owners.

 

[Mt Bob]

I think it is great Matt jumped in here,helps calm things down,He should consider sticking around to chime in and help people with problems.But,the company he works for knew about all the parts changes,conversions,updates when they bought the company.Appears the need to spiff up their dealer/customer support,appears now they are going to do so.Also his perception of a stove shop having all parts in stock,including stocking service trucks,is about 15 years behind what has been happening in commercial buissness.Even auto dealers are no longer required to stock large parts inventories,as it ties up too much capital.However,parts are received in 3 days.A small shop selling 4 different brands,all parts?Not even logical.Even pelpro sends parts to customers in 3 days,direct.Time to progress forward.Anyway it always helps to have a factory person in on forums,current info is great.Thanks,again.

 

[CMMartin]

I agree...

I think that it is a huge help to have a nice discourse with a responsive employee of the company (and a knowledgeable one at that). I am feeling much more hopeful of a positive outcome now...I was ready to weld this one to the anchor chain or use it to heat the chicken coop. Kudos Matt...Thank you.

I am ok dealers not stocking all of the parts if they can be in hand in a reasonable time frame.

 

[John Fortier]

Titan, Pretty much where Im at. Seems to be burning well. Nice to be back on the stat Already shut down 4 times and refired.

 

[stillersnut]

Sounds like Thelin needs to hire more Matts! Way to face the firing squad Bro. Wish I would of dealt with you, when I called for help/info

 

[Titanmatt]

I t

I think it is great Matt jumped in here,helps calm things down,He should consider sticking around to chime in and help people with problems.But,the company he works for knew about all the parts changes,conversions,updates when they bought the company.Appears the need to spiff up their dealer/customer support,appears now they are going to do so.Also his perception of a stove shop having all parts in stock,including stocking service trucks,is about 15 years behind what has been happening in commercial buissness.Even auto dealers are no longer required to stock large parts inventories,as it ties up too much capital.However,parts are received in 3 days.A small shop selling 4 different brands,all parts?Not even logical.Even pelpro sends parts to customers in 3 days,direct.Time to progress forward.Anyway it always helps to have a factory person in on forums,current info is great.Thanks,again.

You are semi right bob however these Dealers know what Parts typically go bad in these stoves and a good Dealer would stock Parts. You are either in the business or not in my opinion. I mean these guys can't carry multiple sensors if anything?
Fan motors, Feed Motors. Those are the Dealers I want out. They need to buck up and get into the game instead of pointing fingers that's all.
Bob as far as the auto dealer analogy maybe that's true but all of our pellet stoves are basically the same parts except for some of the older models.

 

[Mt Bob]

I t



You are semi right bob however these Dealers know what Parts typically go bad in these stoves and a good Dealer would stock Parts. You are either in the business or not in my opinion. I mean these guys can't carry multiple sensors if anything?
Fan motors, Feed Motors. Those are the Dealers I want out. They need to buck up and get into the game instead of pointing fingers that's all.
Bob as far as the auto dealer analogy maybe that's true but all of our pellet stoves are basically the same parts except for some of the older models.

Yep now you explained it well,no sense embelishing.Basic common parts,just as any hvac company does.So far you are a spark of bright light for thelin.

 

[John Fortier]

Yep now you explained it well,no sense embelishing.Basic common parts,just as any hvac company does.So far you are a spark of bright light for thelin.

Agreed.

 

[kinsmanstoves]

Right on Eric so you and I are on the same page as I worked for a former Dealer we knew more about the Product at times then the manufacture or the Sales Rep. When you sell a line wouldn't you think the Dealer would get familiar with the Product they are selling? This is what trade shows regional shows and training is for. I have tried to give these Dealers training manuals etc to make them better. You should know how hard it is for people to learn our Hearth business. It's not as easy as it sounds.

Yes but as a dealer it takes more than a manual and trouble shooting guide. I can not afford to go to Utah or Florida for the "Big Show". The stove maker has to provide hands on training prior to the dealer selling the product and that is not the case all the time. I spend more time fixing other dealers problems more than service calls on my stoves. Some stove makers just want to push products and blame it on the dealer or the customer if there is a problem. There are a lot of stove brands that I will not touch because it is a bad product period. I so many examples I can list but as a dealer to you, pick and choose your dealers. Don't just look at who can send a check for the minimum stove order. My $.02.

Eric

 

[rick31797]

Yes but as a dealer it takes more than a manual and trouble shooting guide. I can not afford to go to Utah or Florida for the "Big Show". The stove maker has to provide hands on training prior to the dealer selling the product and that is not the case all the time. I spend more time fixing other dealers problems more than service calls on my stoves. Some stove makers just want to push products and blame it on the dealer or the customer if there is a problem. There are a lot of stove brands that I will not touch because it is a bad product period. I so many examples I can list but as a dealer to you, pick and choose your dealers. Don't just look at who can send a check for the minimum stove order. My $.02.

Eric

I agree with what you are saying , and alot of dealers may have 5 or more different brands of stoves. It would be near impossible to know everything about each stove,and with older stoves that have no diagnostics, not even the manufacturer can always help,its like a guessing game, try this and that at your expense, well i can do that myself, i expect when i call a manufacturer and am specific about the problem, they can direct me in the proper direction in order to repair it.
I like to do the work myself, i cannot afford to send my stove to a dealer for 125.00 per hr,and that's taking the stove to them, i would hate the have them do a house call,might better just give them the broken stove.

 

[Mt Bob]

I a

I agree with what you are saying , and alot of dealers may have 5 or more different brands of stoves. It would be near impossible to know everything about each stove,and with older stoves that have no diagnostics, not even the manufacturer can always help,its like a guessing game, try this and that at your expense, well i can do that myself, i expect when i call a manufacturer and am specific about the problem, they can direct me in the proper direction in order to repair it.
I like to do the work myself, i cannot afford to send my stove to a dealer for 125.00 per hr,and that's taking the stove to them, i would hate the have them do a house call,might better just give them the broken stove.

I agree.This forum is lucky to get input from dealer people,like mike and stacey,and stove techs that learned the hard way.Having a thelin rep. responding will only help them.Now if the phone service gets better,it will also help their bussiness.

 

[rick31797]

I a

I agree.This forum is lucky to get input from dealer people,like mike and stacey,and stove techs that learned the hard way.Having a thelin rep. responding will only help them.Now if the phone service gets better,it will also help their bussiness.

Bob i get the impression that Thelin really do not like or want customers calling, they want you to contact your dealer and if they are actually are hanging up on customers,that says alot..

 

[Mt Bob]

Bob i get the impression that Thelin really do not like or want customers calling, they want you to contact your dealer and if they are actually are hanging up on customers,that says alot..

That's kind of my point.They need to take lessons from englander to move forward.Guess I didn't say it very well.

 

[Bioburner]

Heres a wrinkle, called closest dealer and they don't handle pellet stove but can order and had no idea of the workings of a Thelin pellet stove. Sales without service. There is several around and for sale but how to maintain without a knowledgeable dealer without some company support?

 

[CMMartin]

So after sending in images of my burn pot holder I received this reply. BUT yet no correct part number to reference to said dealer.



Hi Chris,


Thank you for the picture but you will now need to send it to (Dealers name removed) for the order and they can look at the picture so we are all on the same page and make sure your order is correct.


Thank you,


Barney Barnaby-Customer Service

Thelin Hearth Products

4244 S. Market Court

Suite A

Sacramento, CA 95834-1243

530-273-1976 ext. 301 phone

530-273-3707 fax

 

[Bkins]

Thelin wants the dealer to be their contact, not the customer. Other stove company's work liken this, or want to work like this. Matt said this right from the start. Very bad way to handle customer business but that is my opinion.

Matt stated that the dealers are making the money from the sale of the stove and the sale of the parts. The stove maker makes a nice profit from both operations so it's not a one way street. It's nice to haven Matt try to help out but I feel from reading this thread that Thelin needs to buck up and provide the return shipping for the wrong parts and also the shipping to get the correct parts to the customer. If Thelin needs to open up a discussion with the dealer to get them to pick up the shipping because of mistakes so be it but to make the customer pay again and again isn't the correct answer.

Nice to have you on board Matt.

 

[Titanmatt]

Their is always two sides to every story. He bought the Part from the Dealer. We tried to provide the advise the best we could but he apparently went on his own to order a Parts.