My husband and I purchased a Pacific Energy Super Insert a few months ago to replace an older insert which was built in 1980. We were hoping to get more heat with less wood and to be more environmentally friendly. Our insert was connected with an insulated 6-inch flexible liner up our 18-foot masonary chimney. The problem we are having is THE WOOD NEVER BURNS COMPLETELY TO ASH. After burning for just five hours we end up with a 4-inch bed of coals, half unburnt. The more wood we add, the higher the burnt and unburnt coals get. During reloads, I rake the coals to the front of the stove hoping the primary combustion air will burn them up. We normally burn the insert between "high" and "medium" , but we always end up with unburnt, charred wood pieces approximately 1-3 inches in diameter even after 12+ hours without reloading. We end up shoveling out the unburnt charcoals every morning so we can have room inside the insert to build a fire for the day. We called our dealer and he said we had too much draft going on and that Pacific Energy suggested installing a 6-inch to 5-inch reducer into the top of our liner just below the raincap. The dealer installed the reducer last week. We have since received a bit more heat from the insert, but the unburnt wood chunks remain a problem. We live in central Ohio and burn seasoned (cut, split, and stacked for one year minimum) hardwoods. Does anyone out there have any suggestions?