Business ProfileforWoodland Direct, Inc.

I recently purchased a propane gas burner and log set manufactured by *************************** and sold by Woodland Direct. Upon installation and use a sooting issue became known. I read the manufacturers ********************* Manual Troubleshooting guide and found six possible issues that could cause sooting. Of the six I found one and was related to the air mixer and made that adjustment and helped. All other suggested issues did not apply. The sooting remained. My own research was that the sooting could also be caused by the gas regulator that is attached to the burner by not allowing the proper pressure of gas to flow to the burner. Testing was performed and found that the regulator was defective. I consulted with a support technician with ******** and provided him with the measurement tests of both the supply line and of the regulator along with supporting photographs and he concurred that there is an issue with the regulator and he instructed me to notify Woodland to make a warranty claim and provided a claim number that was to be used by Woodland for placing a claim. I notified Woodland and provided him with the same information and photographs and claim number. The issue became when the support technician of Woodland would not acknowledge that the claim was being made due to a defective part of the burner system that would be covered by the warranty and was only going to submit a claim for the burner unit to be tested even though the ******** technician acknowledged the regulator is defective. I can only surmise his reason was to avoid having to incur the cost of the repair and the shipping cost of the entire burner. I decided that I will have the repairs made locally at my expense ($30 plus installation) knowing that doing so could make the warranty ineffective, but what good is a warranty if the responsible parties won t make good on the warranty?