ComplaintsforTabletop Furnace Company, LLC

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a kiln that has been described in misleading ways on the web and the user manual, and received further misleading information from the companys customer support.In March 2022, I bought this kiln: ********************************************************************************************************************** (Order #*********, a version costing $50 more for a drilled hole to have a burnout option). The kiln description clearly says that it can be used for ceramics. Yet, after firing ceramics about 10 times to 2134F (which is in the normal mid-fire range for ceramics), the electric coils expanded in worrying ways, protruding to about 1/5 of the firing chamber.The customer support at ****************************************************** (i.e. the ********************* company of the company selling the kiln) informed me that the kiln was unsafe to use, as I had (a) used the kiln over prolonged periods of time and (b) had exceeded the temperature by 34F.I used a typical firing schedule for ceramics that I shared with the customer service. I was aware that I had marginally exceeded the recommended working temperature (the manual notes they recommend not exceeding **** F (**** C) to prolong the life of your kiln).So, I would understand if instead of 2-5 years kiln lifetime (as per Cust. Support team), I would get, say, 1 year less. But needing to replace the coils at a cost of $89 every 10 runs for using the kiln as advertised on the website, and following the user manual (which says nothing about avoiding firing at prolonged periods that are central to ceramics) seems entirely unreasonable.FYI, copies of the website description, user manual, photo of the damaged coils & full email exchange is uploaded below. I request that 1) the misleading website and user manual descriptions/omissions be corrected to make clear that this kiln cannot be used for ceramics fired at absolutely typical firing schedules, and that b) I can return the kiln. At the least, I expect free replacement coils.

  Business response

  02/03/2023

  To whom it may concern,

   

  We manufacturer a line of Kilns focused toward use for Jewelers and artists.  These kilns can be used for a very wide range of applications.  Most commonly the applications include precious metal melting, heating treating, glass fusing, enameling precious metal clays and even ceramics.  Each of our kilns is shipped with an instruction manual which clearly states our warranties and limitations.  We understand our customer *************************** had a disappointing experience with using our kiln.  We had been in constant contact with ****************** in an very open and honest way.  We had made suggestions to the customer and explained why his unit had experienced the failure that had occurred.  At the time we were contacted by ****** in September, 27th ************************************************* the spring.  Our warranty for the heating element is only covered for the first ******************** the warranty documentation.  At this time ****************** has not provided the order or invoice from which the unit was purchased.  Due to the nature of the products we manufacturer and the processes they are used for we cannot hold extended warranties on them.  ****** was operating his kiln to complete high temperature fired ceramics which operate in what is called "cone" settings.  Our kilns do not operate using "cone" firing as the temperatures required generally exceed the maximum recommended temperature our kilns which is the case here.  We have explained to ****************** that he would need to replace the heating coil in his unit but that if he continued to use the kiln at the temperatures he stated that he was likely to see the issue repeat itself.  At that time he demanded to return his kiln or have it covered under warranty with the threat of reporting our company to the BBB.  We do our best to help our customers and provide support for anyone using our kilns. We are sorry to hear that ****************** has had a negative experience using our kilns. Unfortunately,  we cannot make exceptions for one customer who is well outside of their warranty without doing this for everyone else. 

   

  Thank you for your time!

  TableTop Furnace Co.

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