I got to keep the faulty remote

Another update on my Thermorossi saga.

About a month ago, I got word from Lazarou Fireplaces (the local distributor of Thermorossi), that Thermorossi is asking for my faulty second remote control back. They also claimed that they have proof that the first one was perfectly OK, that I am an impostor and a slanderer. They also accused the distributor that they did not do anything to protect the brand name and they (Thermorossi) would never again send an advance replacement unit. If I didn't need them for parts and support, I would actually find their childish behavior and their persecution complex funny.

Lazarou fireplaces asked me to send the faulty remote back, but I declined. Even though it may seem that I lied about its condition, in order to get a second (the 3rd) remote, so that I would have two of them, I don't care. I need two remotes for a critical device that is not operable without one. Even a faulty one is fine. So I declined and said that the distributor should pay for it, in compensation for the hardship I have been through and the uncaring and abusive manufacturer. It is their duty to care for the customers and protect them from the hellish practices of Thermorossi. They should have readily available parts, be responsive and provide backup remotes for the inserts.

I have not had any more contact with either company. Fortunately, my fireplace works flawlessly, but I am very apprehensive about getting any support in case I have any problem. My only hope is the installation technician, whom I consider a friend and is the only one in this saga that really cared.

Listen to me and keep away from Thermorossi.

I got a working remote!

At last I got a working remote control for my Thermorossi Insert. It arrived two weeks ago and it is in perfect working order. Thermorossi sent it directly to the technician, without the involvement of the local distributor.

It was about time, because the weather was getting really cold and I had great difficulty to use the old remote without a screen or pull out the insert and use the back button.

Thermorossi responded to my legal action threats and sent the advance replacement unit it in record time (one month), without asking for the old unit first.

Now I am hoping that I get to keep the faulty one too. Even without a screen, it is useful as a backup unit.

The local distributor, Tzakia Lazarou has disappeared and never contacted me again, not even to ask if everything is OK.

I sincerely hope that I never have a problem again, because I am very apprehensive about technical support, either from the distributor or Thermorossi itself. My only hope is the technician, who has been the only helpful and compassionate person.

Oh no, not again!

So, I got the new remote and I received its charger yesterday. What a joy! Now I can finally feel secure to use my Thermorossi/Lazarou fireplace, while the weather is getting chilly.

Alas! How naive I am. The new remote does not work. Yes, it is also faulty! The charger fits loosely, the (new) batteries do not retain charge and the screen is not readable!

I can expect that from the Italians. After all, they (Thermorossi) have proven that they have no quality control whatsoever (along with customer support and manners). But the local distributor/support? Tzakia Lazarou? Who have sent a faulty remote once before? Shouldn't they have checked the "new" remote before sending it? Most definitely. Did they check it? Oh no, they did not! They are just box movers, enjoying the profit while accepting no obligations.

So here I am again, with a faulty remote, unable to use my "quality" Thermorossi/Lazarou fireplace, with the weather getting chilly.

I suppose I deserve it for not having taken legal meassures against them, or at least making them eat their faulty and badly designed product.

PLEASE STAY AWAY FROM THEM. 

The great remote saga

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).

Update on Lazarou Fireplaces

An update on the remote control saga and Larazou Fireplaces, the local distributor of Thermorossi.

Believe it or not, I still don't have the remote control! It has been several months, almost 9 months since I first was not able to use the fireplace due to a faulty remote control and I still don't have its replacement.

During this time I have constantly been in contact with Lazarou Fireplaces and they have given me numerous assurances that I will be receiving a new remote control within the next few days, but nothing.

Today they have said that they are shipping the remote control, but they have been so undependable, that I will not believe it until I have it in my hands.

Now to the issue of support. It is clear that both companies, Thermorossi and Lazarou Fireplaces have absolutely no idea about proper customer treatment and support. They refuse to provide a second remote control as backup to a device that due to a design fault is useless without a remote and they refuse to pledge to a local availability of parts. Lazarou in particular just want to be a box mover and get the commission without any associated parts cost and Thermorossi take a lifetime to do anything. Both treat their customers like trash. Both have been rude and uncaring.

LISTEN TO MY ADVICE AND STAY AWAY FROM BOTH!

The Remote Control Saga Update

It has now been three weeks since I sent my "Aladino" fireplace insert remote control to the local distributor of Thermorossi. It is very fortunate that the weather has warmed and I do not need the fireplace, because there is absolutely no guessing on when I'll have it back, or even if it will be a new remote control or the old one repaired. Talking with the local distributor, I was amazed to hear that they are so fed up with Thermorossi, cleaning after their mess on numerous occasions, trying to talk to them and facing a wall, that they have decided to stop promoting their products.
Thermorossi is unresponsive, uncaring and has no regard for their customers and distributors. They speak of quality standards, of regulations and of lawyers, but they do not care for the needs of their customers. Plus they sell badly designed products and refuse to acknowledge or do something about it.

Lazarou fireplaces

Continuing my Thermorossi saga, it is time to talk about the local distributor of Thermorossi, Lazarou fireplaces (www.tzakialazarou.gr).

About ten days ago I had a long phone call with a representative of theirs. I reminded her that:

a) After the problem with the remote control manifested, I sent it to them for repair (leaving me without a means to use my insert) and they did not fix it.
b) They tested it with normal, not rechargeable batteries (even though it is clearly labeled "rechargeable only") and they decided that it was OK and that the batteries where the problem.
c) They admitted that they did not try to test if it charges using rechargeable batteries (although I clearly stated that that was the problem), nor did they replace the "faulty" batteries.
d) When I received the remote, almost three weeks later, it wouldn't charge with the old or new rechargeable batteries that I purchased.

So I demanded an advance replacement unit, as a reciprocation for their failure. But no, they wouldn't agree. Even though they admitted that they did not do their job properly, they demanded that I again send them the remote, so that they could forward it to Italy for checking. So that I would remain without a remote for at least a month more. Meanwhile the winter was weaning off and I could not use the fireplace.

Since then no communication whatsoever.
 It is clear that these people, Lazarou Fireplaces, are not  better than Thermorossi itself. They place procedure and themselves above their customers and they don't care about them.

Be advised. Do not buy from them!