Having read my blog, one may think that by now I have received the new remote and able to use my Thermorossi fireplace at last. After all, the local distributor and support of Thermorossi, Tzakia Lazarou (Lazarou Fireplaces), www.tzakialazarou.gr said that they were shipping the new remote over three weeks ago (Sep 17, 2013).
Alas, no, I still cannot use the fireplace! (what a surprise) I did receive the new remote, but they managed to ship it without its charger (it is to be used only with rechargeable batteries). What an organized company! How attendant to their customers' problems! Supposedly they sent the charger last week, but I have still not received it. So no fireplace. And the weather is getting chilly.
I sent them a letter, directed to their director, describing my problem and all my past hardships with the product and its (lack of) support. I asked for three things: an apology, a second remote to use in case the first one breaks again and the assurance of good support with locally available replacement parts. The things any customer would expect for a reliably supported critical device.
Do they do anything? No. Do they call? No. Is there any indication that they feel bad about my problems? No. Do they try to make amends for my bad experience in any way? No. What do they do? Nothing.
Clearly, they are worse than Thermorossi. All those contemplating a pellet fireplace, please listen to me and stay away from Thermorossi and Tzakia Lazarou (Lazarou Fireplaces).
Alas, no, I still cannot use the fireplace! (what a surprise) I did receive the new remote, but they managed to ship it without its charger (it is to be used only with rechargeable batteries). What an organized company! How attendant to their customers' problems! Supposedly they sent the charger last week, but I have still not received it. So no fireplace. And the weather is getting chilly.
I sent them a letter, directed to their director, describing my problem and all my past hardships with the product and its (lack of) support. I asked for three things: an apology, a second remote to use in case the first one breaks again and the assurance of good support with locally available replacement parts. The things any customer would expect for a reliably supported critical device.
Do they do anything? No. Do they call? No. Is there any indication that they feel bad about my problems? No. Do they try to make amends for my bad experience in any way? No. What do they do? Nothing.
Clearly, they are worse than Thermorossi. All those contemplating a pellet fireplace, please listen to me and stay away from Thermorossi and Tzakia Lazarou (Lazarou Fireplaces).
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