The customer service was excellent
The customer service was excellent. I purchased a small electric fireplace in October for our four seasons room. It was easily assembled and was a nice addition, for a month. Then it died. We did the typical things; we unplugged, checked the circuit, etc. That week I had shoulder replacement surgery so didn’t follow up with the warranty until December. Unfortunately, I was not expecting much as companies so often disappoint. It was such a pleasant surprise to get an immediate response with clear instructions on how to proceed. I simply had to make a video of trying to get the fireplace to work and send it via email. Even an 80 year old was able to do it! Anyway, after a quick review, a replacement was ordered and is on the way to keep us warm. As a consumer I understand that things aren’t perfect. But, knowing a company will stand by a defective product makes all the difference. To be treated with respect, to be valued is priceless. I thank Marcus and the customer service team for making me a happy and dedicated customer.