HomeRoast Digest


Topic: Hearthware parts issues and resolution (2 msgs / 75 lines)
1) From: Robert D. Crawford
I was finally able to use my IR yesterday.  Here is my tale of semi-woe
and its final resolution.
I ordered the IR from ebay.  I do not have the exact dates, but if you
look in the archive to see when I started asking about it you can get a
pretty good idea.  When I received it, everything was in order save for
the chaff collector screen.  Not a big deal, as they are available from
Hearthware at what I would consider to be a reasonable fee.  I asked my
partner to buy a screen and she was nice enough to order a manual and
brush to go with it.
Now we wait... I hate having new toys I have to wait to use.
Based on shipping times it appears to me that they sat on the order for
a couple of days.  We received a shipping confirmation that had fields
for the tracking number but had no such number.  We emailed a few days
or a week later and was told that it had shipped, no mention of the
tracking number which we asked about specifically.  A few days later, my
package arrived.  Happy day!  Imagine my disappointment on opening the
package to find no screen...
I got a manual, a brush, and a chromed exhaust vent attachment.  Sigh.
No big deal, notify them and they will send the correct part.
Waiting again...
Fewer days than the first time, a package arrived.  Excitement was so
thick in the air you could cut it with a knife.  Opening the
package... gently removing the styrofoam peanuts so as to not make a
mess... inspection of the new part reveals that I now have 2 chromed
exhaust vent attachments.  explicative deleted
Called again and the fellow on the phone was apologetic, but not much.
He said that he would ship a new one out tomorrow and that he would see
to it himself to be sure that it was correct.  
Too much waiting .  I am only marginally more patient than my 2 year old
at this point.
Well, yesterday I received it via express mail along with my _first_
Harvey order.  It was like Christmas... I was as giddy as a schoolgirl.  
I have to say that Hearthware resolved this to my satisfaction and never
gave me a minute of problem about it.  They owned their mistake and took
care of it.  Kudos to them.
Now, I have 2 exhaust vents to sell.  Retail is $20.  I would like to
get $10 for each to contribute to the Silvia fund.  If you need one, let
me know off-list.
More questions on the IR might follow.
rdc
-- 
Robert D. Crawford                                     robdcraw
Children begin by loving their parents.  After a time they judge them.
Rarely, if ever, do they forgive them.
		-- Oscar Wilde

2) From: Ross
Robert,
What can I say.... your lucky Hearthware was there to support you.
Ross
<Snip>


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