Stovax & Gazco

A manufacturer that you just cannot contact!
I have recently taken delivery of an Ereflex 150RW electric fire which I intend installing myself into a purpose built media wall.
Unfortunately, as many readers will be aware, fitting one of these fires for the first time can be quite a daunting process. Everything has to line up to the millimetre and it does take time and some head scratching to get your head around all the measurements and levels.
Although the Company provides a manual with a section on installation, it really is a question of picking your way through a complicated puzzle. When this install is completed, I am certain I would be able to install a second one with my eyes closed!
My point is quite simple, the Company is not a small manufacturing unit and the product appears to be well made and like all these fires, is certainly not a cheap product. Why then is it totally impossible to contact Stovax & Gazco and talk to anyone. You really would think that any credible manufacturer would have a Customer Service department that a customer could access. We pay enough money for these fires but WHERE IS THE SUPPORT when it is needed?

Fire cost £1,420 before fitting. Within 2 years we had a bill for £290 and within 4 years we had another bill for £480. During these incidents we had months without a working fire over the winter months. Gazco has been contacted for their help on three occasions but they totally fail to respond so clearly do not care at all about the very poor quality of their products. Avoid this company.