Kilnbrick problems

Zeldazog · January 18, 2012, 07:52:05 PM

If it's new and you only recently got it, why aren't you going back to the original supplier? Any supplier worth their salt should be willing to help you.

I can't speak for Matt here, him being new and all, but you only have to read the forums to see the kind of aftercare you get from Kilncare, and I can vouch for ongoing support from Warm Glass too.

As for a GL24, I've found at least 3 UK based suppliers....?

Sandera · January 18, 2012, 08:15:50 PM

Quote from: Zeldazog on January 18, 2012, 07:52:05 PM
If it's new and you only recently got it, why aren't you going back to the original supplier? Any supplier worth their salt should be willing to help you.

I can't speak for Matt here, him being new and all, but you only have to read the forums to see the kind of aftercare you get from Kilncare, and I can vouch for ongoing support from Warm Glass too.

As for a GL24, I've found at least 3 UK based suppliers....?

Well I have emailed (it as neither Kilncare or Warm Glass) the supplier but had no response yet. Admittedly I'm being tardy and should be chasing this up - but I am going to ring the company tomorrow. Re GL24 - the lead time was 3 months and I couldn't wait that long. Wish i had though.

Zeldazog · January 18, 2012, 09:09:15 PM

Quote from: Sandera on January 18, 2012, 08:15:50 PM
Admittedly I'm being tardy and should be chasing this up - but I am going to ring the company tomorrow. Re GL24 - the lead time was 3 months and I couldn't wait that long. Wish i had though.

You shouldn't really have to be chasing them up..... hope they sort it for you soon.

Didn't realise the lead time was so long on GL24, I didn't see anything, but it was only a cursory glance.

Pat from Canvey · January 19, 2012, 09:13:59 AM

Just a quick thought, if you have a brick that starts to crumble instead of breaking, you can buy single replacement bricks from a ceramics supplier.

Hobby Ceramicraft · January 19, 2012, 10:40:12 AM

Hi Zeldadog, I'm sure any good supplier would acknowledge, selling a kiln is a big responsibity, after care and support is essential. This forum is clear proof of that; happy customers tell their friends, who in turn become your next customers. Hopefully the super people who have bought a kiln from us over the past 20+ years would have nice things to say about our after sales service....

Sandera - So Sorry, I don't know where I go the impression it was a s/h kiln.

If it was a new kiln, as others have suggested, speak to the supplier before you consider doing any maintenance on it yourself, that is what the warranty is there for.

We choose not to hold the GL24 in stock, as it is so 'Customisable', if we kept one in stock, you can be sure it would be the wrong one. This may be why other suppliers do not hold in stock as well?

Best Wishes
Matt

Zeldazog · January 19, 2012, 09:06:48 PM

Quote from: Hobby Ceramicraft on January 19, 2012, 10:40:12 AM
Hi Zeldadog, I'm sure any good supplier would acknowledge, selling a kiln is a big responsibity, after care and support is essential. This forum is clear proof of that; happy customers tell their friends, who in turn become your next customers. Hopefully the super people who have bought a kiln from us over the past 20+ years would have nice things to say about our after sales service....

No worries, I have heard good things about yourselves too (you lot were in my sights when I was looking for kilns), I just don't have personal experience!

Sandera · January 28, 2012, 04:51:55 PM

Mmm....here's an update. The manufacturer is saying that the kilnbrick problems shouldn't impact on the functionality of the kiln and at this stage I probably agree given the size and location of the damage. However I think that the problem could get worse as time goes on as the brick is crumbling at the hinge and the metal fixing is already partly exposed (metal expands and contracts with heat so it seems likely to me that the brick will continue to crumble under this stress). The lid is heavy and its a real struggle to get the lid bracket on and off.

The person I traded through here in the UK tells me that the company is sending across something to seal the broken bricks - but I'm a bit worried that if I fix the problem this time and it gets worse I will have negated any legal rights to a refund. I've also lost faith in the UK trader as he has lied to me.

So my question is this - is it normal for a new kiln to start to deteriorate after only 8 firings?

Should I fix the damage or should I pursue a claim for a full refund on the grounds that the kiln is not of a satisfactory quality? What would you do?

Has anyone got this kiln and had similar experiences?

Thanks

Sandera

Lee - Kilncare · January 30, 2012, 01:34:08 PM

O.K. this one could get messy so without either me inspecting or seeing pictures, I think it best that I now keep out of this one.

ARBeads · January 30, 2012, 02:12:30 PM

Any item purchased should be 'fit for purpose'. A crumbling lid after a few firings does not sound right.

I would expect the supplier to, in the first instance, inspect damage and then comment on appropriate action - one that doesn't expect you to carry out any form of repairs yourself (easy way to null and void your warranty). If this was not forth coming I would then expect my money back in full.

Hope you get this sorted

Ruth

Moreton · January 30, 2012, 04:21:25 PM

I have a Kilncare FK4, 7 years old no sign of cracking, crumbling or any other damage.
I also have a Cromartie xxx ceramics kiln, much higher temperatures, and again after 10 years use no signs of wear and tear. Both heavily used by a rather clumsy owner

.

It does sound that your supplier won't give any better after service in the future than now so could be time to get a refund before they are able to refuse one.

Plenty of decent UK suppliers who have a good reputation to protect and who would be only too pleased to help with a proper replacement.

Pete

Sandera · January 30, 2012, 09:01:13 PM

Thank you all for your support. I really am struggling with this and my 'relationship' with the supplier is deteriorating at a rate of knots! It's a shame because good service would have guaranteed that I would be a returning customer.

He has taken no notice of my concerns given the newness of the kiln and denies that there is an intrinsic fault. In fact he says in an earlier email that: in my experience, most firebrick damage is caused by dropping the lid. When I challenged this he says he wasn't implying that I had dropped the lid just stating a fact. He's a real slippery customer!

I've continued to voice my concerns about the weight of the lid and I've enquired after an assisted lid. Today he emailed me the following message after he had contacted the manufacturer:

the factory said: We send the lite lid already assembled. Just need to drill holes and mount onto kiln and take off old hinge.if you want one, it's 97.50 inc VAT and delivery.

So if I want a kiln that's easy to open and close I'll have to fork out another £100 for it. I think I'll sleep on it.

Sandera

Lee - Kilncare · February 06, 2012, 11:14:20 AM

Ooooo veiled clues in that post. I think I know what you have and where you got it from.

I don't get how some companies operate. I would have thought it would have been better to replace the kiln and sell the chipped one as second hand. Ok, you don't make as much as the supplier or even draw level but one unhappy customer who has access to a forum can do more damage than the £100 loss the supplier may make on a kiln. That is our approach to these kind of matters.

Odd, the same supplier may well think nothing of chucking £300 or £400 a year at google ads for instance, when much better press can be gained by just looking after people.

Good luck

silkworm · February 06, 2012, 12:02:46 PM

I do not have enough expertise with kilns to comment on what happened but like any other purchase it must be fit for purpose. You might get help challenging the supplier through your local CAB or from trading standards. I think you can accept a repair without destroying your chances of refund/replacement if the repair is unsuccessful.

Mary