Sam Papadopoulos in North york

Buyer be warned Facts: Purchased GDS 60 Napoleon fireplace in 2006 Fireplace used a total of 30 hours per season (more decorative then heating source) In 2007 fireplace had low weak blue flame even on high Dupont assessed need to replace regulator valve to fix problem I authorized work but part was in back order Summer 2011 I followed up in preparation for winter season September 2011 techinician replaces regulator - still low flame (faint blue flame) $250 invoice for this work Called Dupont and told them of same issue and they send mechanic back to repair. Mechanic advises me that the flame does not go any higher, and asks me if I am sure it was higher and leaves. - I was not charged for call back Called office again and was told their best technician will come out and take a look. Second technician diagnosis a second malfunction with another part by visual inspection, second techincian continues to question my memory of the flame height and advises that Napoleon units have these kind of problems after two three years, estimate cost for repair $600 - bad attitude was an omen I call the offcie again suggesting that the problem is with airflow and not parts, I was assured it was parts and as act of good faith i would only be charged cost of part, I consented October 2011 second technician comes out and replaces part but now tells me first technician had damaged the pilot line and had to be ordered in Called the office again and I was told the order for the parts was placed Novemeber 14, 2011 second technicain comes out again and fixes the pilot line, he then tries to light the fireplace but the starter isn't igniting the pilot so he manually lights it, whistling happiiy becasue he was moving right along. I said to him you just lit the pilot manually and he replied "yes I did", with a half smirk. He reassembled the unit and after fixing the wires they had crossed on the electronic ignition he lit the fireplace only to get the same flame level. While the techinican was there I called the office to let them know that the problem was not resolved. Mike was not in so the technicia packed it up to go. At that time I asked him if the starter is working and he turns to me and says no it will need repalicing, at which point I asked why was I not given a direct answer on the matter when I first asked. Once again I was told by the technician that I am imagening things and that I am after free parts. To my surprise the office (Mike) said he could not help any further, they cannot fix my fireplace. November 14 2011 I called a technician from Toronto Home Comfort ho came on Novemeber 16, 2011. Within a half hour, a can of air spary to clear the blocked tubing and a service call of $100 my fireplace was fixed and the flames are glowing and at the perscribed by the manufacturerer. Oh, and he cleaned the fireplace inside out! Comment: I knew there must have been a problem with the pilot starter when he lit the pilot manually but I wanted to test the honsty of this second techinician - failed. I will not go into details as to what transpired between me, Dupont and its agent after he finished the house call as this will be an issue for future litigation. I will let you draw your own conclusions on the technical apptitude of some of Dupont's techinicians. I regret recommending them to an older couple for a furnace installation - I will have to stay close to them on that install.