1. INTRODUCTION & SERVICE PHILOSOPHY
Following is a com prehensive service manual which will assist both dealer or service personnel in maintaining and servicing the Easyfire Pellet Stoves.
Before getting into the specifics of service we would like to give an overview of our service philosophy and what we expect of dealers when they take on the Easyfire line.
To becom e a pellet stove dealer means, by definition, that you will be m aking a comm itm ent to service. This is an appliance, not another wood stove. If you are not prepared to enter into the appliance repair and service business then you should not even consider becom ing a pellet stove dealer. Pellet stoves for the most part are wonderful heaters that will, with proper
m aintenance, provide years of clean, trouble free burning and quality heat. The sim ple fact is they have many moving parts, unlike a wood stove, and these parts require lubrication and maintenance. Because the pellet technology is new the user
m ust be educated and trained as to the proper use and maintenance from season to season to avoid perform ance problem s. For these reasons we require our dealers to set up a service departm ent that is dedicated to keeping the custom er happy with a care free unit. The user must be m ade aware of his or her responsibilities and what is required to keep the unit working at peak perform ance. The service departm ent and personnel should adhere to the following guidelines:
1.Service personnel should possess a high degree of mechanical aptitude, good comm on sense coupled with an analytical mind. The ability to read and use electrical schematics, listen to custom er complaints politely and determ ine what m ight be causing the difficulty. The custom er needs to feel confident that the service person will be able to detect system m alfunctions accurately, analyze problem s and solve them .
2.W hen entering the custom er's hom e the service person should be neat and clean in appearance, have the necessary tools and parts required to attend to the problem and share with the custom er an explanation of charges and the custom er's responsibilities in regards to future maintenance. This must be done in such a manner that there is no misunderstanding or ill feeling.
3.Rem ember, it is the service person who represents your business when in the custom er's home. A good im pression by the service person creates a good im pression of your business. The work is expected to be neat and professionally done.
4.W hen a custom er calls for service they should be greeted with a friendly calm ing voice, assuring them that the problem will be given prom pt attention. It is im portant to get and give accurate, relevant inform ation. The following is an inform ation guideline:
a.Custom er nam e, address and phone num ber.
b.Serial number of the stove.
c.W hat the custom er thinks is wrong.
d.W hen did the problem start.
e.W hen was the unit last serviced?
f.W hen and where was the stove purchased?
g.W ho installed the unit and when?
Note: At this point the problem can usually be dealt with by phone (90% of pellet stove problem s are lack of cleaning).
5. If you need to schedule a service call rem em ber the following:
Prioritize calls so that "no heat" calls are taken care of first. Do minor calls next but don't put them off or you will only have an angry, upset custom er who will cause a lot of grief for you and your business. Stick to your schedule. If you tell a custom er you will be there tom orrow at 2:00 p.m . Be there at 2:00 p.m . or call well in advance to let them know, their tim e is valuable too. If a part is needed and you don't have it, tell them, and order one as soon as you get back to the store. Give honest responses, not creative excuses.
6.Once on the job the service person must use a system atic approach and think in term s of cause and effect. After some experience with the stove you should be able to look at the fire, flam e pattern, sounds and smells and detect problem s
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