Devin

I should have read the reviews here first but I purchased a Napolean Vector Linear Fireplace from a very reputable seller who has been excellent to work with. I decided to install it myself since its a single circuit and simple gas line and vent pipe hook up. At first the fireplace looked and worked great for 2 weeks then the very expensive remote started to not work intermittently. Within a few weeks, not at all. So I called Napolean at my dealers recommendation and waited on their line for 90 minutes before talking with someone. When she found out I installed it myself she completely over reacted and was condescending that I was not educated enough to even think of installing it myself (I have a BSME in Engineering and I could have about done this with my eyes closed). She would no longer discuss the issue with me, flagged my serial # as No Warranty coverage ever and that was the end of troubleshooting. It's terrible to go from a lifetime warranty to nothing for doing something myself. Especially considering all the other issues people have plus the electronics in this fireplace. Speaking of which, look like an amateur laid them out. Some of the electronic modules were attempted to be secured my velcro in the bottom and had come loose and flopping around! It looks like a jumbled rats nest of wiring in there too. Kinda like a high school science project. Anyhow, the company I bought it from was nice enough to send me a new remote free of charge and said they don't even bother with claims through them since it's such a waste of time. Nice to know now. I'll be making sure everyone is aware of Napolean's horrible customer service and no warranty coverage if you DIY!