I am a building contractor, and over the years, have installed about 40 gas fireplaces, with nary a problem. I'm no virgin at this. Had a customer who requested a Vermont Castings (Majestic) fireplace, not my usual brand, but they are all similar so I ordered it.
The fireplace was installed using the factory accessories (ie, flue pipe, thermostat, etc) and the manual was followed. The installation piping, etc was way more than the mininum required, and far short of the maximum.
It has never worked correctly, and I have spoken with the "tech support" group more times than I can count. I have had two other outside local firms review my installation, and they concur that it is installed correctly, and it's non-operation is a mystery. I've replaced the thermocouple, the termination cap, etc, and had pressures checked, electrical connections checked, etc, etc, etc. Tech support has no advice, no help, and no local reps... basically, you buy it, and good luck, you're on your own.
The customer is definately mad - the entire project is finished, and turned out well, but the fireplace does not work. The customer has refused to pay the final bill, and after months of attempts to get it to work, I am finally tearing it out and will put in my usual brand. This will likely cost me $5500 or more, since the fireplace is set in a stone facing which will have to be removed, discarded, and replaced with new.
And, the "brand new" Majestic? I'll end up hauling it to the landfill, and I'll be way wiser but poorer.
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