Dear American Energy Systems,
I wanted to send a letter to acknowledge the superior customer service I have experienced dealing with your company.
I own an older Country Flame Spitfire Insert, and I think we all know the early versions of this unit lacked the engineering and performance of the CF stoves. Many of the problems were addressed in the later Crossfire.
I purchased the Insert from a dealer in Oregon and had it trucked to my home in the mountains of Southern California. I installed the stove myself. Over the past 7 years have handled all maintenance, since there are no dealers or technicians anywhere near my area.
Unfortunately, the dealer in Oregon had scavenged parts off this stove to use on others including the control board chip, room air fan, auger etc. I have since repaired and replaced all the broken or improperly replaced parts.
I have fought many a battle with this appliance; most of them without any support from CF. I always got the standard “consult the web site for an authorized dealer in your area.”
However, things have changed!
American Energy Systems now owns Country Flame and provides our ‘standard of excellence’ in Customer Service
The last two times that I have contacted your company for support, the customer service has been exceptional. At first I thought the technicians were just sympathetic because of the model I own,. However, I’ve learned that it is because they really do care.
My latest encounter with your service department was with Duane. This gentleman went far beyond the call of duty to help. I know he has better things to do than walk me through the troubleshooting process, but he took the time to make sure I was “good to go.”
From ordering replacement parts, warranty, service on a defective fan purchased last year, and the assistance from the techs in service department, everyone I encountered at American Energy Systems has been professional, prompt, and above all, courteous.
My sincere appreciation to all.
J. Tunnell in California