Joseph Gadberry Sr. M.
Horrible support and experience.
We had the big freeze here in central Texas so I bought one of these online. The storm was over by the time it arrived. I connected everything per the instructions but the valve wouldn't go past "pilot" without pushing it down. If you push it down to move it to low, medium, or high the flame goes out. I tried several times holding it down for well over a minute each time. Searched online to find it's a known issue, so I call the support line. The phone system tells me there's a 2 hour wait, so I use their online contact form. Someone name Chris replied last week that I didn't give enough info, so I send the rest of the info. Two more business days, no contact. So I drive almost 50 miles round trip to exchange it. I get home and the right port is cross threading my kegs. I can screw both kegs on the left port with no issue. Both attempt to cross thread on the right. Where's the QC? So I go to Facebook to send a message and the auto reply says to click this link for live chat. The link doesn't even go to live chat. Where is the support? This is another company that want to sell a product to reap the profits, but not secure proper support for their product. 28 Jan I requested support. It's 3 Feb. and I still don't have a working heater. I cannot recommend companies like this. Not to mention there is a design flaw in their thermocouple and valve. You have to play with it to get the heater to work. The way it should work is the thermocouple gets to a certain temperature and allows the valve to turn freely without pushing it down. Both units do this.