My shaver outdoor wood furnace will need to be repaired or replaced as per the 20 year warranty.
We bought a Shaver Outdoor Wood boiler on 11/6/07. The seven year old boiler/furnace started leaking 12/18/14. Inspected it and deemed it unsafe/unusable because of major rust and leakage. Contacted ***(plant manager) on 12/19/14 at Weld Rite/Shaver, we were notified options were repair/or replacement with a refurbished unit and told to contact a shaver dealer. Said dealer is no longer a dealer due to lack of customer support and warranty issues. Emailed *** pictures of the rust issues with our boiler. Tried to contact *** back but got no response from 10:30 am on 12/19/14 until 4:55pm. We replied to that email and his reply email implied that the damage was our fault. The boiler has rusted from the outside in. When the insulation was removed to inspect the damage the metal pealed away with the insulation due to the extent of rot caused from condensation falling from the roof and holding moisture in between the insulation and the steal. *** implied that problem was our fault when it appears to be a quality control issue in manufacturing. He sent us pictures of some of their other furnaces from previous customers with the same problem and asked if this is what occurred. He did not say that Weld Rite would take any responsibility/warranty this issue. So we need a resolution to this matter. We have found a dealer within 50 miles of us who will work with us as long as Weld Rite will honor their warranty. We greatly appreciate your anticipated cooperation in this matter.
One of three projected outcome settlements would be appropriate. One: a timely, repair at our home; two: shipment to our home of a refurbished furnace; or three: a refund of 80% or more of a new replacement furnace to my local dealer to obtain a new furnace. Please be advised that I have checked on the cost of repair for this furnace and it appears it would cost more than a replacement unit due to material and labor fees.
A copy of the letter that I sent ***** Saturday is attached to the end of this message This furnace rusted because a lid covering the potable water coil was not properly sealed or it became unsealed at some time. This is a owner or installer responsibility in every boiler that we sell. It is the customers responsibility to provide for the maintenance of their unit. Also to know enough about them to understand that steam exiting anywhere other than the over flow pipe is wrong. All of the rust and rot was caused by the constant saturation of the insulation and metal. This will only come from a unsealed or partial unsealed coil lid were the escaping steam condensates back to liquid soaking every thing. The customer also has removed at least 1/3 of the water jacket top. This area was apparently the first to rust out because it held the most moisture and was closest to the steam leak. Shaver furnace was not notified nor did we give consent for this modification. I understand the top was rusted out but it must be replaced. This now open top was just a steam generator and it finished damage started by the first leak. No authorization was given for this modification and as such it voids the warranty and our responsibility for any present or future damage.
***** I looked thru the pictures and you are not kidding it did rust horrible under the insulation, especially the front. I remember that you said that you had prior trouble with the furnace and in picture showing the top of the water jacket I can guess what has happened. As you stated "This rust occurred due to the condensation forming in the roof of the furnace and running down the walls to settle and soak the insulation", and this is completely correct. The problem is there should be no condensation, and no steam at all inside the tin of the furnace. I have attached four pictures showing a similar situation and the attachment labeled DSC03170 shows why the trouble occurred. It is not a very good picture but you can clearly see the gap on the front side of the potable coil lid. The lid in this picture was never sealed in at all leading to what you see in the other pictures. Even the 1/4" gap that you can see would steam out amazing amounts of water which of course would then condensate back to liquid saturate the insulation and start to rust the steel. This is what it sounds like happened to you. If you had condensation inside the tin of your furnace then something was not sealed, this is what caused the rusting out of the top of the water jacket. If you ran the furnace at all with the top of the water jacket cut away like in the picture you simply signed the death warrant. If you had cut away all the bad rusted metal and replaced it, made sure every thing was sealed so no steam could escape and then replaced any rotted and soaked insulation you might have been ok. I did blow up your picture ***** and honestly I can see no sign of silicone around the area were the potable lid used to be, not even on the foam wrap that is around the copper line of the coil. I don't believe that the potable coil lid was ever sealed in *****, which led to the condensation and was the beginning of all your trouble. This is not a warranty issue but an installation and maintenance problem, and we have not even talked about the unapproved modification done to the top of the water jacket which in itself nullified the warranty, that is also in the Installation Instructions'. I really don't like being threatened ***** it tends to make it difficult to be cordial and demands are even worse. Still I wish no family or individual to be without heat as I have been there myself so if I could help I would. I will be here and I will answer any questions that I can just send me a line.
(The consumer indicated he/she DID NOT accept the response from the business.)
The furnace was shipped to me with no owners manual, nor any form of seal or gasket to put in the place where the lid for the water coil is located. When I was talking to *** he said, "oh you probably didn't get an owners manual." I had no knowledge from the manufacture that this unit was to be sealed. There was no place or location for this lid to be screwed down to be sealed. The manual was not received when this unit was purchased at which time I was under the impression that there was not a manual. The first time I received a manual was when *** emailed it to us on Friday, December 19, 2014. In the manual on page 36 states, "Simply unscrew the plate, cut through the silicone seal and lift it off," to expose the coil. When we received the furnace back in early 2008, the lid for the coil cover was inside the burn chamber. The lid has never sat properly on top the water jacket, nor are there any places to screw down or seal the lid.
Furthermore it would be next to impossible to seal the lid due to the way the entrance and exit port for the hot water coil are torch, rough cut into the lid. At which point the circles were left so rough that I had to insulate the copper lines to avoid rubbing from the lid. As to the repair *** spoke about previously made to the chimney; in early 2014 I had to make said repair do to the fact that the chimney rotted off at the water line and fell over while I was cleaning it. The top of the water chamber was replaced with a sheet of aluminum after the repair was made; at which time, I reinsulated the top of the boiler with new insulation so I could put the boiler back into service to heat my home unknowingly that it would be possible to void my warranty. At that time I did not deem the repair of the chimney a major repair.
When I noticed the furnace leaking on the night of December 18, 2014 I knew there was a major problem. The next day I immediately contacted *** at Weld Rite and informed him of a leakage, pictures were requested. I took the tin off of the furnace to further investigate the problem. It became apparent that the insulation was saturated from condensation running down the walls of the boiler because the lid never sat correctly. When I took the insulation off the front of the boiler it was rusted and scaly and the leak was more pronounced. The metal was so rusted that the leaks became more pronounced, water in the boiler started to pour all over my driveway. It was obvious that this would not be a simple repair nor to be the owners responsibility to fix it. It is a manufactures flaw in design. If the water jacket is to be sealed it should have been manufactured that way.
I have pictures of the furnace regarding this matter. Please let me know where to send them.
Final Business Response
Both the blower and the pump as well as the thermostat are after market products not manufactured by us and are expected to be changed by the end user or installer if needed. This is understood similar to rotating/changing tires on a vehicle. Yet at the same time would it not void a new car warranty if the owner changed the transmission in his home shop. The overflow tube on every furnace we have ever made is the ventilation tube and they will steam from it providing the potable coil lid has been sealed. The lid ships inside the furnace firebox and is left unsealed to help facilitate the initial filling of the furnace as well as the beginning flush and chemical addition. Again all of this information could have been obtained on the web or by placing a call to the factory or to your dealer.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This reply still doesn't respond to the fact that there wasn't a gasket shipped with the furnace. Also there aren't any screw holes for the water jacket lid to be secured down with like the manual states that you emailed to us on December 2014.
Again the furnace is only 7 years old. You provide a 20 year warranty with this purchase of your product. At 7 years your warranty covers 80%. My question is 80% of what? Is that parts/labor, replacement or refund? The ball is in your court. Exactly what are you going to offer me?
I am certain by now you have also received information about a complaint we filed through the Arkansas Attorney General's office. I will not take no as an answer. There will be satisfactory results on this matter reached regardless of how expensive or time consuming it becomes. So lets get this matter resolved now. It may be in your best interest if you choose to send someone to inspect your product. Let me know what your schedule would be like and I will make myself available.