Test: Why wouldnt secondary burn tubes work?

[MountainStoveGuy]

You have a stove. Its 5 years old, and the secondary burn system appears not to be working. The flames lick right around the baffle and the wood burns up super fast. For some reason the ash grate has bowed up and needs replacing. Whats wrong with this stove?
it was obvious to me, but not so obvious to the stove manufacture.

 

[Roospike]

You have a stove. Its 5 years old, and the secondary burn system appears not to be working. The flames lick right around the baffle and the wood burns up super fast. For some reason the ash grate has bowed up and needs replacing. Whats wrong with this stove?
it was obvious to me, but not so obvious to the stove manufacture.

Ash grate bowed up ? Ash pan door being used for drafting fires ? or ash pan w/ bad gasket ? What model ?

 

[MountainStoveGuy]

so simple right?
so why did he order new burn tubes and ash grate per the manufacturs recommendation? Guy comes in with part numbers in hand, orders the parts, the parts dont fix the problem, and guess whos want to return everything.
It was simply a bad ash pan gasket.

 

[Roospike]

Yep , bad ash pan gasket would do it.

Couldn't see the tree thorough the forest.

 

[restorer]

so simple right?
so why did he order new burn tubes and ash grate per the manufacturs recommendation? Guy comes in with part numbers in hand, orders the parts, the parts dont fix the problem, and guess whos want to return everything.
It was simply a bad ash pan gasket.

Seems he thinks you are too stupid to know better. The tech from the company read him the screen response. That was the law. Wouldn't trust your opinion. Let him buy the parts and take his money. When he comes in and asks why you didn't tell him your opinion, you can say, "You didn't think my opinion was worth asking for." Got your nickel, stupid bunny got his parts. Everyone is satisfied, except your guilt in not wasting your time trying to set him straight.

 

[precaud]

MSG, what stove is it? Just curious.

 

[MountainStoveGuy]

I didnt want to mention any names, and i had a hard time believing something so simple would be missed by the manufacture. Turns out with a little research that it was someone at work that miss diagnosed the problem, and described the problem inacuratly to the manufactre. But, this is a good time of year to check your gaskets, and dont forget the ashpan gasket!!
this was on a Hearthstone Homestead.