Top positive review
26 people found this helpful
Nice stove, takes some time to learn
on January 17, 2012
I bought this stove through Amazon and it was delivered promptly. I hired someone with experience to install it and the installation only took a few hours.
The stove starts fine but burned "dirty" - the burn pot was filled with soot and pellets after a few hours and the glass was blackened. I shut the stove off, cleaned it out and re-started but the same thing happened. I called customer service and the support person instructed me to adjust the auger rate. When I fired up the stove the first time, I had left it at the factory setting per the manual but she said that the remedy for my issue would be to adjust the rate down and she guided me through that. This was on a Friday evening. The unit burned okay for the weekend but the burn pot still overfilled and the flame was "lazy". I called customer service again and the support person had me adjust the draft fan down. This seems to have fixed the problem.
I've read elsewhere that US Stove needs to do a better job on their instruction manual and I would have to agree with that. If the instructions had a detailed troubleshooting section for the problems that I experienced, I may have been able to remedy my issue without having to wait & call. Also, their customer service people did not explain why they were having make the adjustments, I had to specifically ask them to explain. It seemed like they were annoyed at giving me the background on how the adjustments I was making to the controls would impact the stove's performance. Since this stove is now an important part of my home, and for me a significant investment, I would expect that the company would be willing to give me all the info I need to get as much efficiency as possible. I would be a much more satisfied customer if I felt like they wanted to help me learn to use the stove to its maximum potential.
Overall, I am happy that I got the stove and it's doing a pretty darn good job at heating my 2000 sq. ft. home. The manufacturer could do a better job at providing a more comprehensive instruction manual and also with supporting their customers' interests in fully understanding how to manage their stove.