Top critical review
34 people found this helpful
Unsafe - RECALL and very poor customer service
on January 3, 2014
I owned two of these for several years, and a few weeks ago, one of them stopped working. When I checked the remote receiver, I saw that the plug from the fireplace had melted into the receiver box (the plug was literally fused with the receiver), and the wall outlet was black. A few days later, the same thing happened to another unit in a different room.
I looked online and discovered that there was a recall for the remote receivers for these units, and that one of them had caused a fire with damage. When I called and explained that I couldn't get the receivers detached from the plug because they were melted, she said she'd send me new remotes, as well as new plugs that she assured me I could replace myself with no problems.
The cords/remotes took nearly 2 weeks to arrive, and they're definitely not easy to replace. I had to find a service manual online to find out how to make the repair. Then I had to open the unit and grow Barbie hands that would allow me to disconnect the wires inside, pull the cord out, attach new new wires to terminals, and pull the cord through. In the process, a brittle wire cracked while I was wrestling with the first unit's plug, and became permanently disconnected, so even if I could replace the plug, it wouldn't work because a different wire was now swinging free. I was able to replace the second plug on the other unit with much difficulty, but am unable to get it to power on.
That's when I noticed that the remote receivers they sent me had the same model number as the ones that had melted. I called Dimplex to ask for replacement fireboxes and was told that they never replace these fire hazards. She suggested I pay an electrician to do the repairs, adding that it wasn't her fault that a wire cracked. I asked for her supervisor and left a message. The supervisor did not call back.
My email to Dimplex went unacknowledged until I filed a complaint with the BBB and posted on their Facebook and Twitter feeds. Then I received an email request for my phone number. This rep told me they'd repair the units "as a courtesy", and would send me the necessary parts. They sent me the same parts they'd already sent, as well as a part that wasn't needed, and someone left a message asking me to call a repair person. At the same time, I received an email from Dimplex, stating they were "sorry you feel that way", telling me that they never replace the fireboxes and don't have any replacement parts to send me.
I've thrown the units out in the snow because they're safer outside than they are in any home. The flames look great on these, and they give off decent heat, but I strongly caution anyone considering purchasing one because of the extremely poor customer service response and the potential for an electrical fire.