Ms. Beverly Decker Says Nov 16, 2013
I have not been able to contact your customer service to make a simple change of color on our order for a new heat surge pleasure glo. I held on the line for forty minutes to make the change on the order i had just placed an hour before on friday, November fifteenth from cherry finish to dark oak. When i finally got through to the representative i was told she could not help me and to call customer service. I did and had to hold on for another forty minutes only to be told she could not see my order yet and to call back later in the day around five. I did holding on for another twenty minutes with no success because your lines closed for the day. I was told earlier that due to the high volume of calls heat surge is receiving i would simply have to wait on the phone for as long as it took to get through. Not being available on saturdays is not fair customers who cannot call during the week and wait for such long periods to get through to you. Please add more reps or open on saturdays.
Ms. Christina Thomas Says Oct 14, 2014
Hi, i received a letter stating that i was entitled to a trade in certificate on the heat surge i previously purchased. The letter states i needed to respond by August 18, 2014. The letter was just delivered by the post office. The letter also states that i purchased my heat surge on 4/17/2014, which was when i renewed my warranty, not when i purchased the fireplace. Why is my warranty expiring soon, when it was just renewed on 4/17/2014. I paid the renewal premium. I am in need of a repair to my fireplace, or it's replacement, but do not know how to go about receiving it. I also sent in a request and payment for new light bulbs and have never received them. Please help me. Phone number 801-254-0910. A return call would be appreciated.