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FPI Fireplace Products International Ltd

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Reviews FPI Fireplace Products International Ltd

FPI Fireplace Products International Ltd Reviews (7)

This is in process as we speak I am awaiting the response from the consumers

This complaint makes no senseIt has been resolved.The consumer submitted a complaint and while ignoring the process and advice to go through his dealer, wanted us to replace a unit without us having any details to work with.After several attempts, the dealer was finally involved and submitted a claimThe details we require to evaluate a claim were not made available, thus delaying the claim process.When we finally received the details, it was clear to us that the damage to the consumer's stove was not a defect of manufacture, but in fact a result of misuse.This being the case, there was actually no claim to process.However, as a one-time gesture of goodwill, we did offer to replace the unit, as long as the consumer was made aware that this was a gesture of goodwill, and his burn practices need to be changed in order to avoid a repeat.To complete the process, we required information from the consumer and/or dealer on the door typeAs recently as last Friday, this had never been received, so we made this decision ourselvesIf we hadn't, the delay would still be ongoing.The delay in this whole process was never at any time our doing.Warranty covers defects in manufactureThis was not a case of defective manufacture, but the consumer still received a replacement unit.As far as Regency is concerned, this case is closed

Complaint: ***I am rejecting this response because:Dear MrG***,I agree all further communication should be done via email including all diagnostic conclusions made by the technician that you referred to us It will help the Revdex.com understand the nature of how your company does business This correspondence with help better understand how difficult it is to have warranty honored as well all the issues that have been and continue to occur with the product Regency sells All parties including the technician should be sharing what is happening with the unit. What will make this process go smoother is that if you do not attempt to blame me and my husband for “user error” without providing any support for that proposition This is a consumer product that you sell to the general public and not a specialized machine that one needs to be certified to operate We sat through the instruction course from your reseller, reviewed the manual and reviewed the Regency website We are reasonably intelligent people who purchased a product that we believed would make our home more enjoyable We never thought of the stove as “maintenance free” To the contrary, in deciding between a wood and pellet stove we understood that the maintenance on a pellet stove was important That is why we clean the unit daily and had it serviced in accordance with the reseller’s instructions. Further, there are issues that could not possibly be due to “user error” as you suggest, such as: (a) the control panel falling apart and needs to be replaced, (b) the remote control never working, (c) the fan has always been very loud relative to other units I’ve been around, and (d) the ball bearings on the top panel somehow failing None of these could possibly be our fault and the ball bearings inside the top panel are not even possible for us to touch. The technician also suggested we were using “poor quality” pellets, which is untrue He also suggested we regularly spray the ball bearings in the top panel with WD-40, which is not something we were told to do or is suggested in the manual The concern we have at this time is, the unit is not working properly, it is made so poorly that it will continue to break down, causing exorbitant costs, and a technician who is not objective and blames the us for the cause of all issues with regard to the stove, and most importantly the safety of the product.The remote never worked The technician stated, “Just don’t use it”, I would like my money back for this product as it never worked.The blower seems very loud and it seems as if something is wrong with that as well I asked him to take a look He said it was working fine without even looking at the issue Again, I disagreed with technician.Further if you could clarify how we have not been cooperative We have used that technician you suggested, I have allowed him to come and diagnosis the problem without fixing the stove properly You have not fixed the stove, reimbursed us for prior issues or provided a fair and objective technician with written diagnosis and reason for cause of issues with the stove You have indicated you will not reimburse or replace stove Further it would be helpful for myself and I am sure the Revdex.com to understand how it is you pays your technicians and what your contract is with them to ensure the consumer is getting fair, objective, efficient Sincerely, *** ***

Complaint: [redacted]I am rejecting this response because: Nothing has been settled yet.Sincerely,[redacted]

At no time has Regency failed to offer support to this consumer and their complaint. We have in fact found an experienced service person for this customer to deal with.
This service person has been at the home as recently as both December 2nd 2016, and again on January 3rd 2017.
The problem seems...

to lie where the consumer is ill-informed in regards to the terms of the warranty policy and who is responsible for what.
I have spoken with Mr. [redacted] and he is aware that we are not shirking our responsibilities and will not do so.
The last information I have from the service technician is that he has ordered parts to be replaced for the hopper lid.
As soon as he gets them they will be installed.
The service technician is satisfied that the majority of the issues are user error which he is happy to help eliminate by means of further education with the consumer.

This complaint makes no sense. It has been resolved.The consumer submitted a complaint and while ignoring the process and advice to go through his dealer, wanted us to replace a unit without us having any details to work with.After several attempts, the dealer was finally involved and submitted a...

claim. The details we require to evaluate a claim were not made available, thus delaying the claim process.When we finally received the details, it was clear to us that the damage to the consumer's stove was not a defect of manufacture, but in fact a result of misuse.This being the case, there was actually no claim to process.However, as a one-time gesture of goodwill, we did offer to replace the unit, as long as the consumer was made aware that 1. this was a gesture of goodwill, and 2. his burn practices need to be changed in order to avoid a repeat.To complete the process, we required information from the consumer and/or dealer on the door type. As recently as last Friday, this had never been received, so we made this decision ourselves. If we hadn't, the delay would still be ongoing.The delay in this whole process was never at any time our doing.Warranty covers defects in manufacture. This was not a case of defective manufacture, but the consumer still received a replacement unit.As far as Regency is concerned, this case is closed.

This is in process as we speak.
I am awaiting the response from the consumers.

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Address: PO Box 2189 PMB 125, Blaine, Washington, United States, 98231-2189

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