magikflame.comReviews of magikflame.com

Our experience with customer service has been positive. Contrary to other comments. We purchased the 28"insert. Shipping took 8 days from the day we ordered to when it arrived at our house. Much quicker than we expected. Assembly was straight forward and took about an hour. One thing I am always looking at when considering electric fireplaces is the depth and depth effect which for me makes a unit appear more genuine. The 28" insert surprisingly looks considerably deeper than it actually is. And the flame is as realistic as I could have imagined. Add the adjustable wood crackling noise and it's everything we had hoped for. *** A couple of critical issues. The remote control that comes with the unit is a standard controller that is primarily useless. It's cheap, has loads of buttons that are not relevant, comes with no instruction and only turns off the video projector. I've gotten much better remotes on items costing less than $30. And because it only controls the video camera, on/ off requires that you use the on board panel for the log set and the remote for the video camera. Also, the I phone app is glitchy and currently not functioning properly. Flame selection does not work. For the money, none of these issues should exist and a good remote that controls everything should come with. Secondly, during the installation video, they talk about the log set getting or of sync with the video camera and how to fix it. Ours goes out of sync at least once in 4 -5 uses. Lastly, the unit is small. It will appear at home in a smaller fireplace setting but putting this in a larger fireplace box would be a mistake.