In case you haven’t noticed yet, there is a new live chat help feature on our e-commerce store to help customers find the appliance or parts they need. All you have to do is navigate to our main website, and the “Chat with us now” button will pop-up in the bottom right corner. After using this feature, an American Energy Systems customer took a moment to send us her feedback which we’re happy to share with you.
One Customer’s Live Chat Help Experience
“I just want to thank your online chat person and your in-store person, Vicky, for everything they did to assist us with our stove that decided to stop feeding pellets during our -8 degree weather. The online chat person gave me six local dealers and a (phone) number to call to order, in the event the dealers couldn’t assist us. Vicky did everything she could to get our needed part overnighted to us and even called us back to let us know the part was shipped and when it would arrive! This is the only money we have needed to spend on our stove since purchasing seven years ago! Thank you all so very much!” ~Nancy
Have you had a recent experience with American Energy Systems you’d like to share? We are known for taking care of our customers and providing service well beyond the initial stove or fireplace purchase. Very few manufacturers take care of customers like we do, and we’re thrilled to hear your feedback!
I just replaed my U>S pellet stove or your baby magnum. had it 30 days and I soped running it. ash pot fills and blocks pellets from dropping, no way for the ashes can fall in to the ash pan. have to turn stove off and clean two times a day. when set on #2. very poor design for the pries I paid for it. she has to go.my home is old farm house and need one that ashes fall out of burn pot. what can I do.? john
John, the design of the MagnuM Baby Countryside is sound. It has been on the market for over 30 years. What makes the firepot overfill is one of the following.
Fresh air not connected to the unit and run outside, poor quality fuel, negative pressure within the home, something plugged up somewhere, unit sat for a long period of time and something has plugged up somewhere or the motors are rusted, doors not latched or adjusted, ash pan door not shut or adjusted.
Also, if you purchased a unit that has the corn firepot in it and are trying to burn wood pellets in it, especially the poor quality ones, you would have a problem. You might need to purchase the cast iron firepot BC2650 to burn wood pellets.
If one or all of these things are corrected, the unit will run like a champ. If you need technical assistance you can email [email protected] for more help.