Two Mac Inc dba 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 2412 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. [redacted]:   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, 2016.  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 $75.00 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 2412 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 $575.00.  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 $45.74.  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 $2,134.00 (Normally $2,510.00) and carry a 2+1 year, 2000 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 2144 Westlake Avenue N., Suite D Seattle, WA 98109 USA Phone: 206-285-3675 Fax: 206-285-9532 Toll Free: 1-888-606-6665 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 copyright. Its 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 privileged. If 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 system. Unless specifically stated, this e-mail does not constitute formal advice or commitment by the sender or Scan Marine Equipment.