I'm not so sure it was a brush off. I had to buy a different brand of pellet a couple weeks ago as I missed the big sale on my normal brand and they were out. So I now have to finish a pallet of "Golden fire" pellets. Even though they are advertised as the same 100% douglas fir pellets, they are quite different in how they burn.
I get a bit more heat from them, and as such burn a few less, but they sure leave the burn pot with a nasty layer of ash, and carbon up the holes right quick. I've already had to take the burn pot out to the drill press after only about 8 or 9 bags per stove. I'm leaving the settings the same as with the Coastal pellets, which is working fine from the heat and flame perspective, but the fly ash is all together different and how the ash collects inside the whole burn chamber is all different.
I had to take a few bags back to the retailer as they had gotten wet (not from my handling)and the pellets inside had turned to dust and mush. The counter personel denied having other returns, but the warehouse guys did'nt even let me get out the exchange paper and they had the forklift bringing up a pallet of exchange bags. They said they have been getting more Golden fires back from the last delivery than they have ever seen. So I know if I want the straight scoop, go to the warehouse guys. lol
I'm not looking for another stove........yet, but an ad came out for the local Wilco farm stores that has Pelpro pellet and wood stoves on sale for a real good price and even better if you have any discount gift cards. I looked one over and liked some things but did not like others compared to the Serenity. I did download the opmanual and read it over, and they actually state in the manual, which I thought was great, to buy multiple pallets of fuel if at all possible due to the degree of variations in performance from pallet to pallet with regards to pellet manufacturing tolerances.
Having witnessed this new challenge with the pellets, I'm going to say the clinker issue may be more fuel material source related more so than the stove.