Just thought I would pass along another feel good story on customer service.
I bought a Mr Heater Buddy last fall and used it for about 3 hours total. Took the 1# cylinder off and it sat on the shelf in the garage. Figuring my daughters may want it with my Dad in the morning deer hunting, figured I’ld hook it up and make sure it was working. Yellow flame from the pilot port and it would shut off in 30 to 60 seconds. This was regardless of a 1# can or on the hose adapter for the 20# can.
Called CS at 8:05am and left a V/mail after being on hold for 5 minutes. Received a call back in less than 45 minutes.
Very friendly, polite and thorough.
1. Test hose from tank. The Mr. Heater brand hoses have a fail safe valve inline in the hose. If you turn the valve on the tank open quickly, it may cause the safety valve to close. Cure – barely turn the valve on the tank open very slowly until the line pressurizes. Takes a fraction of a second, just need to open it slowly.
Yellow flame and shutting off. Pilot port has debri in it. Cure – Clean out with a Q-tip and rubbing alcohol. The port is about 2″ deep so you will be sticking the Q-tip in most of the way. The guy was very clear in making sure the q-tip didn’t fit too tight and to remove a little of the cotton. Dip in alcohol and spin as you insert it into the port. Not forcing it, just an easy push as you spin it. After swiping it out 3 times, blow it out with air. Re-connect and test. Perfect 1″ blue torch like flame and unit works as it should. Took about 10 minutes on the phone and he stayed on until I was done and we knew it worked correctly.
Good knowledgeable guy and seemed very eager to want to help.
