October 26, 2021 I purchased two DeLonghi oil filled radient heaters. One was returned as it did not work. Work Order or Ticket # 241135. The first heater is still working great. Fast forward to yesterday, Sept 12, 2025. I brought the replacement heater out of the box for the first time since receiving it back in 2022/23 (stored for 2024 in upright position in an indoor locker as it wasn't needed). Plugged it in yesterday and it doesn't work. It is also NOT the same as the one I originally purchased. This one is not a digital one, it has dials, and a timer with teeth. Not really an issue, as I don't use the timer anyway, but wondering why it is not a digital unit. I spent a fair bit of time yesterday with your online remote tech who accessed via the camera system and we went through all the check points, for him to determine that based on the 3 year warranty there was nothing to be done.
Today, I am spending time online trying to trouble shoot getting it working... Maybe the timer was set, tried clearing, walking step by step through the manual steps. No luck.
What I wish I had done, was open box and try it before storing it for a year, only to find out now, a brand new unit is defunct. During the return process for the original purchased unit, it was mentioned that a "refurbished" unit may be my replacement. The Tech on the phone yesterday, stated they "would have sent a new unit, that they don't send refurbished units." So what am I to believe. I purchased theses units because I have had DeLonghi products in the past and found them to be great. Now, I am very disappointed with the lack of response because my original warranty has expired. I am hoping that by reaching out to you this way, you will revisit this case and offer some form of assistance, I have all my paperwork the box and packing, etc.
Hoping you, as a recognized quality company will do something to make this a better outcome.
Meg Bird
(Margaret E. Bird)
705.879.4170
166 George Street, Apt 12
Belleville ON
K8N 3H2
705.879.4170
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