very professional, compassionate, and understanding of my situation
by Ruben Miller
(Cedarville, Ar. 72932)
How not to install glass in stove door. I used Rutledge High Temp liquid stove gasket material and sealed the glass so nicely. No air leaks, no drips, no mess, beautiful job! However, the first night I used the stove, I noticed a small non-displaced crack in the glass from top to bottom. What happened? First thought, must be bad glass! Then, when all else fails, read the instructions, which now I did, and whoops, my installation was so incorrect! It said to use gasket material, which I had bought, but I thought I would make it better and seal it tighter! I called Alex and explained what I had done. He was very helpful, did not call me a moron, understood what I had done and offered to replace the glass at 50% of the original cost. He said he could have a new glass placed in shipment today arriving via regular UPS delivery. This was totally my error, and he had no obligation to even consider a discount. However, Alex was very professional, compassionate, and understanding of my situation. I was very impressed with how Alex handled this interaction, and how he was not condemning about my stupidity. Great customer service!