Is there any new news on the Mt. Vernon E2 problems?

[rich2500]

Hoboken have you reached a resolution with woodheat yet

 

[riverat]

just got a email from my dealer on the E2 Quadrafire problem

Hi Jeff

We got a notice today to come back and install a new and enhanced control board for your E2

Promised to keep you up to speed.

Will be in touch soon…to figure out when

Thanks again !!
Steve



(broken image removed)

 

[Hobokenkitchen]

Hoboken have you reached a resolution with woodheat yet

No.

Their tech came and tinkered with the AE, replaced a small part and changed all the settings.
We're still not warm enough but it's better and running through fewer pellets which is the main relief as it was running through 4 - 5 bags a day.
Yesterday Wood Heat kindly sold us a maximum of 10 bags of pellets with no discount and no delivery available.
I understand the policy, but under the circumstances I am unimpressed. Again.
So looks like we'll be making a hundred trips to Wood Heat over the coming weeks.

They think the attached living room (which is behind the stove) is draining heat from the room. That's where the installer moved our original Whitfield which promptly never worked right again.
Now they want to sell us a used Castille to keep that room temperate and think the AE will do better then. Of course this was as of last week and they STILL haven't got around to running all the tests or giving us a price.

We're waiting on this to decide whether to stick with the AE or go with coal.

 

[stevedc3]

Got a letter in mail today. Quadra Fire is right on top of this. Said they are contacting my dealer to arrange replacement of the motherboard. They recommend .4 setting on air flow and regular cleaning of stove, which i have been regularly doing. Still love my Quad Haven't had the (smoking) problem others are having. Heat setting never above half way even here in northeast. Good luck to all E2 owners

 

[rdubs20]

What exactly do they mean by regular cleaning? Aren't these stoves supposed to be able to go a week in between cleanings?

 

[stevedc3]

Yes. Depends on the quality of the wood pellets you use. I wouldn't touch the big box store brands. I have been using Okies and LG Granules (both softwoods from Canada). 5-7 days between cleanings

 

[rdubs20]

Oh ok thats not bad then...as long as the stove doesn't blow up then. Have you seen any decrease in heat output with the new settings?

 

[riverat]

Stevedc 3 ,I am glad you like your E2 also ,I too dont have to run above half way point on the control dial . I wouldn't trade my E 2 for any other model or manufacturer , it really is a very efficient and heat making machine, I sure wish other folks didn't have the terrible experience of ownership that gave this model a bad taste as things unfolded about the E2 here on this forum I have to tell ya I did a lot of monitoring with my I R gun and sat and studied the stove with countless hours to catch a different change of burn cycles that seem to never change its behavior, I know the stove is still a virgin with only 26 bags put down the hopper but I am a very satisfied owner so far.

Time will tell

Jeff

 

[stevedc3]

I don't mean to judge. Any pellet stove can experience problems if regular maintenance isn't followed. Sometimes in (warmer weather 40+ degrees) I have vacuumed my stove every day. A clean stove will always perform better.

 

[titleist1]

No.

Their tech came and tinkered with the AE, replaced a small part and changed all the settings.
We're still not warm enough but it's better and running through fewer pellets which is the main relief as it was running through 4 - 5 bags a day.
Yesterday Wood Heat kindly sold us a maximum of 10 bags of pellets with no discount and no delivery available.
I understand the policy, but under the circumstances I am unimpressed. Again.
So looks like we'll be making a hundred trips to Wood Heat over the coming weeks.

They think the attached living room (which is behind the stove) is draining heat from the room. That's where the installer moved our original Whitfield which promptly never worked right again.
Now they want to sell us a used Castille to keep that room temperate and think the AE will do better then. Of course this was as of last week and they STILL haven't got around to running all the tests or giving us a price.

We're waiting on this to decide whether to stick with the AE or go with coal.

You have waaayyy more patience than I do....with the experience you have shared here my decision would have already been easily made to switch to a different dealer and a coal stoker given your geographic location.

 

[stevedc3]

Got an e-mail today from my Quad dealer. Said part started shipping yesterday to distributors. They will let me know when part can be a scheduled for installation.

 

[worried grandma]

As a update to my daughter's pellet stove problems. Quadra-Fire flew two techs to her home in Pennsylvania from Washington State. They've made arrangements to replace her stove with a different model. She can pick the color of her choice. The damaged stove will be freighted to Washington. My daughter was pleased with the kindness and sincere concern that was expressed. Here's to hoping reasons and solutions are coming. I'm encouraged that the company is truly concerned. TRULY hoping that the stoves have a safe future.

 

[bcarton]

Looks to me like Quadrafire is on it. They are working directly with those customers who've had problems, and they're sending out new boards to be installed proactively to the rest. I'm glad to see that.

Now, what I'd like to see Quadrafire and other vendors do is put some sort of dealer qualification process in place. I'm talking about technical qualification, with requirements for support personnel at the dealer. I'm also talking about product knowledge qualification for salespeople, so they don't over-sell or under-sell the customer.

Qualified sales partners can represent the product professionally, and better assist the customer in meeting their goals and requirements. Qualified support personnel put technical people in place to assist with installs, maintenance and service in accordance with factory spec and practices. It's a well-established way to become the vendor of choice for a lot of customers, and I'm surprised that it's not common practice in the hearth industry. End of rant.

 

[kappel15]

After the AE was out and had its problems, Quadrafire started making dealers techs do an online test on their knowledge on the AE. If at least one of their techs didn't pass, they didn't get to buy AE's and sell them. kap

 

[bogieb]

As a update to my daughter's pellet stove problems. Quadra-Fire flew two techs to her home in Pennsylvania from Washington State. They've made arrangements to replace her stove with a different model. She can pick the color of her choice. The damaged stove will be freighted to Washington. My daughter was pleased with the kindness and sincere concern that was expressed. Here's to hoping reasons and solutions are coming. I'm encouraged that the company is truly concerned. TRULY hoping that the stoves have a safe future.

That is great!

 

[riverat]

Bcarton excellent post , worried grandma I am glad your daughter is getting some kind of closure on her bad experience being a Quadrafire owner.

Jeff

 

[gfreek]

worried grandma, sounds like Quad is handling the situation & will take of it. Hope it all works out to every one's satisfaction..

 

[DMKNLD]

Looks to me like Quadrafire is on it. They are working directly with those customers who've had problems, and they're sending out new boards to be installed proactively to the rest.

If Quad is doing a control board replacement as the preventive fix, I'm assuming that they have identified it as a feed rate issue on the initial pellet dump at start-up? Or maybe it's an airflow control issue, or perhaps both ?

 

[john193]

If Quad is doing a control board replacement as the preventive fix, I'm assuming that they have identified it as a feed rate issue on the initial pellet dump at start-up? Or maybe it's an airflow control issue, or perhaps both ?

Those all sound like software issues. Though it may be more cost effective to push the update via a new board than to have techs updating boards on site.

 

[danni1085]

After countless calls and visits to my dealer about the problems I had with my mt Vernon e2, not just the glass exploding but the constant pellet jams backing up into the drop, losing communication with the remote and shutting off every 4-6 hrs if the blower is any higher the low-med, they were able to have quadrafire help them... Quadrafire have been terrible It took for me to threaten a law suit against them before they would actually do something. We already had the tech come out from our dealer and replace the computer board 2 weeks ago but after he left within 6 hrs it's back to its old tricks. So tomorrow quadrafire has allowed our dealer to replace the stove with an ae model. I'm not sure I'm happy about this but I paid to much money and it's far to cold in the poconos to have no heat. Also today I got this is the mail.... The new computer board like I said made no difference, it might stop the glass from exploding but our unit is still having all the other problems.

 

[Hobokenkitchen]

I'm so sorry danni. I really hope the AE solves your problems. I like it more than the E2 and I think our continuing issues with it are unusual.
Hopefully it will be all good for you!

I'm so beyond done with this whole thing. It's just been awful.

 

[danni1085]

I'm so sorry danni. I really hope the AE solves your problems. I like it more than the E2 and I think our continuing issues with it are unusual.
Hopefully it will be all good for you!

I'm so beyond done with this whole thing. It's just been awful.

I know what you mean. This stove worked great for the first month. Once our glass exploded it's just been problems. I can't run it higher than low medium on the blower or else as you can see from my pictures the pellets get stuck then catch alight and then it shuts down. Being that it's been as cold as -20 here, my house is having a hard time even getting to and staying at 68 or 64 upstairs. I can't run it with the remote mode cause then it loses communication and turns off and we either wake up freezing or come home to a freezing house. I'm hoping the ae does not have any problems because I can't deal with this anymore.

 

[Big papa]

I know what you mean. This stove worked great for the first month. Once our glass exploded it's just been problems. I can't run it higher than low medium on the blower or else as you can see from my pictures the pellets get stuck then catch alight and then it shuts down. Being that it's been as cold as -20 here, my house is having a hard time even getting to and staying at 68 or 64 upstairs. I can't run it with the remote mode cause then it loses communication and turns off and we either wake up freezing or come home to a freezing house. I'm hoping the ae does not have any problems because I can't deal with this anymore.

I have been reading this and feel awful for you guys especially in the low temps we have had. HHT owns harman as well if your unsatisfied with the their fixes,I would push for a replacement stove.

 

[Hobokenkitchen]

Danni - we have not had the blockage and shut down issues with the AE. Just not enough heat from it, but we have a large room so that may be why.
I think you'll behappy with the AE. Don't freak out when it shuts down, it self cleans regularly but always starts up again.

 

[danni1085]

Our dealer is here now taking our demon e2 and putting the ae. Let's see how it goes