I am writing this blog to let people know of my nightmare experience with Thermorossi (http://www.thermorossi.it/), the Italian firm specializing in fireplaces and stoves, so that they can avoid it, if possible.
At December 2012 I purchased and installed a Thermorossi Insert 60 pellet-fuelled automated and talking fireplace insert. It seemed like a good idea, given the high price of central heating oil and electricity in my country, the low cost of pellets and the automation these devices offer.
This was not a cheap device, at a net cost (without installation) of about 3000 Euros, but I liked the idea of having such good-looking, automated and efficient fireplace (instead of a traditional one), even if I didn't eventually achieve a return of investment.
Thermorossi was recommended by a fireplace technician whom I consider a friend of mine and who, I was sure, would do the installation with minimal (if at all) profit and excellent craftsmanship. The info on the manufacturer's web site was fairly good (not the best I have seen), the reviews were equally acceptable, it is an Italian firm which makes the fireplaces itself, so I proceeded with the order and installation.
This is when the nightmare begins.
Installation finished within two days of delivery (after a wait of more than a month - the order was placed end of October 2012). Incidentally, the order was fulfilled by Lazarou Fireplaces (http://www.tzakialazarou.gr/), Thermorossi's local distributor.
Of' course (it will appear natural after you read on) there was neither an English, nor a local language manual of operation. Only printed Italian! After some fuss, a link to download an English version was provided, which I had to print on my own (of a local language version no chance).
After about three weeks of no-problem use, the remote control of the fireplace died! It wouldn't charge (the battery compartment is marked "rechargeable batteries only" and takes three AAA batteries). FIY, this remote control is RF and actually quite complex; it has a digital thermometer and enables pellet flow, fan control, automatic temperature regulation and weekly programming.
I then realized that this insert is the first device I have ever met (and an expensive one at that, not some cheap Chinese-made TV) that cannot really be operated without a remote control. There is a single manual control button on the back of the device, very hard to reach and not visible, that may be used to regulate on/off, pellet-flow and fan control (all with a single button), but if anyone tries to use it I am sure he will agree with me that it is a nightmare, not really usable at all.
I immediately contacted the seller/installer, who suggested that I deliver the remote to him. This was not easy, because of the distance his offices, but after 10 days I managed to get it to him. The next day he determined that the remote had a manufacturing problem and that it should be sent to the distributor, for checking and repair. It was and within a week it was returned to the installer, supposedly "fixed". After about two weeks (during which time they managed to send only the remote control, without its charger), I managed to get it back (no chance of sending the remote directly to me by courier of' course), to find out that it still was not able to charge!
It was now the middle of February 2013 and during December, January and February (the middle of the winter), I had only been able to use my brand new fireplace for only three weeks (the "nightmare button" is so hard to operate that I preferred to use other heating; once I tried and I hurt my arm).
It was at that time that I pointed out the design deficiency of the device to the installer and the distributor and asked for an advance replacement remote control. Instead they suggested to try new batteries. Asking why this (a battery change) was not done when I sent the remote for repair, the answer was that they tried it with normal (non-rechargeable) batteries and it worked (not paying attention to the big "rechargeable batteries only" sign on the battery compartment). So they blamed the batteries, without ever checking the charging circuit or even if the remote could charge at all. And of' course it was returned with the old "bad" batteries. And of' course, with an absolute denial to provide a replacement remote control.
I forked out the 9 Euros for new rechargeable AAA batteries and of' course (it all is so natural), the remote would not charge (took me about a week to discharge the new batteries, during which I was able to use the fireplace; the date was then about the end of February).
I then started shouting, but the policy is rigid: "No forward replacement remote control possible, even though it is our fault (the bad remote and the bad testing procedure). The factory does not allow it and we cannot do anything about it. You have to send it to us, we'll send it to Italy, they'll check it and repair it. In the meantime, you can try to use the nightmare button of the back of the unit for operation."
In all this, I have not narrated my "amazing" email exchange with the Italian factory. This deserves a post of its own!
Stay Tuned.
At December 2012 I purchased and installed a Thermorossi Insert 60 pellet-fuelled automated and talking fireplace insert. It seemed like a good idea, given the high price of central heating oil and electricity in my country, the low cost of pellets and the automation these devices offer.
This was not a cheap device, at a net cost (without installation) of about 3000 Euros, but I liked the idea of having such good-looking, automated and efficient fireplace (instead of a traditional one), even if I didn't eventually achieve a return of investment.
Thermorossi was recommended by a fireplace technician whom I consider a friend of mine and who, I was sure, would do the installation with minimal (if at all) profit and excellent craftsmanship. The info on the manufacturer's web site was fairly good (not the best I have seen), the reviews were equally acceptable, it is an Italian firm which makes the fireplaces itself, so I proceeded with the order and installation.
This is when the nightmare begins.
Installation finished within two days of delivery (after a wait of more than a month - the order was placed end of October 2012). Incidentally, the order was fulfilled by Lazarou Fireplaces (http://www.tzakialazarou.gr/), Thermorossi's local distributor.
Of' course (it will appear natural after you read on) there was neither an English, nor a local language manual of operation. Only printed Italian! After some fuss, a link to download an English version was provided, which I had to print on my own (of a local language version no chance).
After about three weeks of no-problem use, the remote control of the fireplace died! It wouldn't charge (the battery compartment is marked "rechargeable batteries only" and takes three AAA batteries). FIY, this remote control is RF and actually quite complex; it has a digital thermometer and enables pellet flow, fan control, automatic temperature regulation and weekly programming.
I then realized that this insert is the first device I have ever met (and an expensive one at that, not some cheap Chinese-made TV) that cannot really be operated without a remote control. There is a single manual control button on the back of the device, very hard to reach and not visible, that may be used to regulate on/off, pellet-flow and fan control (all with a single button), but if anyone tries to use it I am sure he will agree with me that it is a nightmare, not really usable at all.
I immediately contacted the seller/installer, who suggested that I deliver the remote to him. This was not easy, because of the distance his offices, but after 10 days I managed to get it to him. The next day he determined that the remote had a manufacturing problem and that it should be sent to the distributor, for checking and repair. It was and within a week it was returned to the installer, supposedly "fixed". After about two weeks (during which time they managed to send only the remote control, without its charger), I managed to get it back (no chance of sending the remote directly to me by courier of' course), to find out that it still was not able to charge!
It was now the middle of February 2013 and during December, January and February (the middle of the winter), I had only been able to use my brand new fireplace for only three weeks (the "nightmare button" is so hard to operate that I preferred to use other heating; once I tried and I hurt my arm).
It was at that time that I pointed out the design deficiency of the device to the installer and the distributor and asked for an advance replacement remote control. Instead they suggested to try new batteries. Asking why this (a battery change) was not done when I sent the remote for repair, the answer was that they tried it with normal (non-rechargeable) batteries and it worked (not paying attention to the big "rechargeable batteries only" sign on the battery compartment). So they blamed the batteries, without ever checking the charging circuit or even if the remote could charge at all. And of' course it was returned with the old "bad" batteries. And of' course, with an absolute denial to provide a replacement remote control.
I forked out the 9 Euros for new rechargeable AAA batteries and of' course (it all is so natural), the remote would not charge (took me about a week to discharge the new batteries, during which I was able to use the fireplace; the date was then about the end of February).
I then started shouting, but the policy is rigid: "No forward replacement remote control possible, even though it is our fault (the bad remote and the bad testing procedure). The factory does not allow it and we cannot do anything about it. You have to send it to us, we'll send it to Italy, they'll check it and repair it. In the meantime, you can try to use the nightmare button of the back of the unit for operation."
In all this, I have not narrated my "amazing" email exchange with the Italian factory. This deserves a post of its own!
Stay Tuned.
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