R4 Technical Center-North Carolina

Review: We purchased a Uniflame Gas Outdoor Fire Table GAD1380SP in December 2014. Upon delivery and setup, we were able to get the unit started twice after about 45 minutes of trying. We called the support line, and they sent out a new ignitor, even though we told her that the current ignitor was sparking fine. When the part came in, we installed it, but the unit still would start. There is spark, but no ignition - the propane isn't making it out to start the fire. We called back to the help line again. It was determined that the thermocoupler may be bad. It's on backorder - and has been now for 3 months. There is no ETA. I called today again, and spoke to a supervisor who said it's still on backorder with no ETA. This is a good portion of your business. I don't understand how a major component of what makes your products work can be on backorder for so long with no estimated time of arrival. We spend a good amount of money for this firepit, and have been able to use it twice. We need this resolved - either with the correct part sent out, a whole new firepit sent out, or a return of the defective firepit and our money back. I am extremely disappointed with the product and the ability of the company to support their product.Desired Settlement: As noted above, I would either like the replacement part which actually fixes the product, a whole new firepit sent out, or a return of the defective firepit and our money back.

Review: We purchased a Uniflame Gas Outdoor Fire Table GAD1380SP in December 2014. Upon delivery and setup, we were able to get the unit started twice after about 45 minutes of trying. We called the support line, and they sent out a new ignitor, even though we told her that the current ignitor was sparking fine. When the part came in, we installed it, but the unit still would start. There is spark, but no ignition - the propane isn't making it out to start the fire. We called back to the help line again. It was determined that the thermocoupler may be bad. It's on backorder - and has been now for 3 months. There is no ETA. I called today again, and spoke to a supervisor who said it's still on backorder with no ETA. This is a good portion of your business. I don't understand how a major component of what makes your products work can be on backorder for so long with no estimated time of arrival. We spend a good amount of money for this firepit, and have been able to use it twice. We need this resolved - either with the correct part sent out, a whole new firepit sent out, or a return of the defective firepit and our money back. I am extremely disappointed with the product and the ability of the company to support their product.Desired Settlement: As noted above, I would either like the replacement part which actually fixes the product, a whole new firepit sent out, or a return of the defective firepit and our money back.