Barrie, Canada
24 Napoleon Rd
N/A
+1 7057211212
Purchased an IR3N fireplace insert after searching for nearly a year to find a gas insert unit that appeared most realistic as compared to wood fire. Unfortunately, while the fireplace itself looks good the quality is such that I would definitely purchase a lower cost unit of another brand next time. For example- It’s unacceptable that batteries must be taped into position on the battery back up since the battery case is of lower quality than what’s used in a 10.00 toy. Additionally, there should be no reason to disassemble the fireplace to free the thermocouple and wires that were pinched between the side cover screwed on top of wires. At this point, I’ve found the fireplace will light about 1 out of 5-6 attempts.... yes I verified the gas pressure. The fan is equally unreliable as it only operates on occasion. I’m of the opinion that the fireplace case appears well designed and assembled, however the electronics and controls should perhaps be discarded or at the very least be re-engineered. I can’t speak for others, but for me this gas insert is a significant disappointment and I’m unable to recommend this particular product to others.
like
I have a Napoleon fireplace and BBQ and am very happy with them but when an issue arises and I have to call them you can expect to be waiting on the phone for up to an hour or more before your call is answered regardless of what time of day it is. This has happened to me many times before and even prior to the pandemic. When you call in the summer they say they're busy because it's BBQ season and when you call in the winter they say they're busy because it's fireplace season. They seem to have no interest in hiring more customer service representatives as this has been an ongoing issue for several years and they would rather keep their customers waiting on hold for hours. When someone finally answers they are very helpful and have always gone above and beyond to find solutions for me.
Won't let me give Zero Stars. Bought three Napoleon fireplaces three years ago - two of the three have failed within the first two years - both manufacturing problems. The regional representative was rude and misogynistic to the gas fitter. Fireplace still doesn't work after thousands of wasted repair dollars. Now the representative suggests we by-pass the electronic system completely and opt for a standing pilot. Have been on hold twice now for Napoleon Canada head office to complain - this time for over an hour. Understand now why the regional representative believes he can treat customers the way he does - head office has no respect for its customers either. Would NEVER buy another Napoleon and will NEVER recommend the products.
Amazing customer service both Justin and Elly were great the went up and beyond my expectations and helped me. i am so grateful and happy now i can use my Napoleon grill for years to come that is if i can put the grill back together :) thank you
Quality Products. We have the Rogue 525 SE and it's amazing for its price and the features is more than enough to what we need. Also have an electric fireplace with media console. Great TV stand and heat supplement when watching TV.
Deli
The best companies in the category 'Deli'