This device sat in our possession for nearly two months before anyone made contact with us, after repeated attempts to reach Mr [redacted] The product was poorly packaged and while we held the original packaging for a long time, it was no longer intact for any kind of inspection after sitting here for such a long time, nor could we vouch for the packaging as being sufficient We never agreed to take the stove in for inspection, if we did, we would have had to charge for that time.This is a ten year old machine that was never in for service previously It was poorly packaged for shipping and got a broken ceramic surface Its internal clock read hours and these clocks are very reliable.Below is our last correspondence with Mr [redacted] and the attachments are here We are happy to help in any way we can Mr [redacted] is encouraged to tell us what he feels he is owed***: Below is the original message Mike P [redacted] tried to send to you As you can see, his original attempt to send these pictures was to a misspelled email address Your stove/heater # [redacted] arrived here on December 1, The first picture shows the broken ceramic, damaged (we assume) in shipping The only contact information that came with the shipment was the printed information and the sticker All of the handwriting was done by us, in the process of service review and trying to reach you I personally spent over an hour on line finding a way to contact you by phone or email Mike made it clear (he felt) in the process of talking to you that taking the product to the post office more than two months after its arrival would be a waste of time, since they would reject any claim that long after delivery We would have had to charge you $per hour for the trip to and from the Post Office We also could not advocate the nature of the packaging to the Post Office, since we did not consider it sufficient to protect the stove from the damage it sustained We never physically opened the unit for servicing, since we do not service broken ceramic stoves unless we replace the chassis and we need approval from the owner to carry out that procedure We never got approval to do so from you, so we sent it back to you There are no images from inside the unit, having never opened it As Mike explained to you, the stove has a failed control board and needed a new glow plug (all discovered when we tried running it) The stove showed hours of run time on it Not having opened it up, we do not know what other items might need replacing The cost to you of replacing a chassis alone is $ Since there is no way of knowing what else might have needed replacing on this unit, the only other estimate we could give is for a new control board ($436.60) and a glow plug for $ Any time repairs exceed $1,000, we offer a discounted price for a replacement new unit That replacement for your ten year old stove would run $2,(Normally $2,510.00) and carry a 2+year, hour (WCF) warranty Please let us know how we can be of assistance Please use this email address for all future correspondence going forward Thank you Doug M [redacted] SCAN MARINE EQUIPMENT U.S IMPORTER – DISTRIBUTOR - SERVICE CENTER FOR: WALLAS HEATING & COOKING SYSTEMS Westlake Avenue N., Suite D Seattle, WA USA Phone: 206-285-Fax: 206-285-Toll Free: 1-888-606-Monday-Friday, 9:00AM to 5:00PM www.scanmarineusa.com This e-mail and attachments (if any) is intended only for the addressee(s) and is subject to copyrightIts contents are not to be forwarded or shared with any parties other than those copied within this correspondence without prior authority to do so from the author(s) This e-mail contains information which may be confidential or privilegedIf you are not the intended recipient please advise the sender by return e-mail, do not use or disclose the contents and delete the message and any attachments from your systemUnless specifically stated, this e-mail does not constitute formal advice or commitment by the sender or Scan Marine Equipment
This device sat in our possession for nearly two months before anyone made contact with us, after repeated attempts to reach Mr [redacted] The product was poorly packaged and while we held the original packaging for a long time, it was no longer intact for any kind of inspection after sitting here for such a long time, nor could we vouch for the packaging as being sufficient We never agreed to take the stove in for inspection, if we did, we would have had to charge for that time.This is a ten year old machine that was never in for service previously It was poorly packaged for shipping and got a broken ceramic surface Its internal clock read hours and these clocks are very reliable.Below is our last correspondence with Mr [redacted] and the attachments are here We are happy to help in any way we can Mr [redacted] is encouraged to tell us what he feels he is owed***: Below is the original message Mike P [redacted] tried to send to you As you can see, his original attempt to send these pictures was to a misspelled email address Your stove/heater # [redacted] arrived here on December 1, The first picture shows the broken ceramic, damaged (we assume) in shipping The only contact information that came with the shipment was the printed information and the sticker All of the handwriting was done by us, in the process of service review and trying to reach you I personally spent over an hour on line finding a way to contact you by phone or email Mike made it clear (he felt) in the process of talking to you that taking the product to the post office more than two months after its arrival would be a waste of time, since they would reject any claim that long after delivery We would have had to charge you $per hour for the trip to and from the Post Office We also could not advocate the nature of the packaging to the Post Office, since we did not consider it sufficient to protect the stove from the damage it sustained We never physically opened the unit for servicing, since we do not service broken ceramic stoves unless we replace the chassis and we need approval from the owner to carry out that procedure We never got approval to do so from you, so we sent it back to you There are no images from inside the unit, having never opened it As Mike explained to you, the stove has a failed control board and needed a new glow plug (all discovered when we tried running it) The stove showed hours of run time on it Not having opened it up, we do not know what other items might need replacing The cost to you of replacing a chassis alone is $ Since there is no way of knowing what else might have needed replacing on this unit, the only other estimate we could give is for a new control board ($436.60) and a glow plug for $ Any time repairs exceed $1,000, we offer a discounted price for a replacement new unit That replacement for your ten year old stove would run $2,(Normally $2,510.00) and carry a 2+year, hour (WCF) warranty Please let us know how we can be of assistance Please use this email address for all future correspondence going forward Thank you Doug M [redacted] SCAN MARINE EQUIPMENT U.S IMPORTER – DISTRIBUTOR - SERVICE CENTER FOR: WALLAS HEATING & COOKING SYSTEMS Westlake Avenue N., Suite D Seattle, WA USA Phone: 206-285-Fax: 206-285-Toll Free: 1-888-606-Monday-Friday, 9:00AM to 5:00PM www.scanmarineusa.com This e-mail and attachments (if any) is intended only for the addressee(s) and is subject to copyrightIts contents are not to be forwarded or shared with any parties other than those copied within this correspondence without prior authority to do so from the author(s) This e-mail contains information which may be confidential or privilegedIf you are not the intended recipient please advise the sender by return e-mail, do not use or disclose the contents and delete the message and any attachments from your systemUnless specifically stated, this e-mail does not constitute formal advice or commitment by the sender or Scan Marine Equipment