Dealer Handbook. 1 P a g e

Transcription

1 Dealer Handbook 1 P a g e

2 2013 Dealer Handbook TABLE OF CONTENTS Customer Service Directory... 3 Policy and Procedures Placing an Order... 5 Fax Form... 7 Credit Policy... 8 Freight Policy Warranty Policy and Procedures Warranty Claim Form Returned Merchandise Policy and Procedures Internet Policy Dealer Programs Authorized Dealer Program Burn Credit Program Burn Claim Form Co-op Advertising Program Co-op Advertising Claim Form Dealer Training Program Marketing Literature Ordering Form Price Lists Stoves Parts Display Items Dealer Service Kit FTM 80 Instruction Manual Forms P a g e

3 CUSTOMER SERVICE DIRECTORY Name Department Address Phone Fax Ashley Grames Accounting and Credit (530) (916) Daniel Zurkic Accounts Receivable (530) (916) Brian Cook Product Engineer (530) (530) Barney Barnaby Customer Service (800) (530) Jim Coghlan Sales & Marketing (916) (916) Matt Ransom Product Technician (800) (530) For Technical Support For Training Barney Matt, Jim For Order Related Matters Placing a Stove Order or Status of a Stove Order Placing a Parts Order or Status of a Parts Order Placing a Display Order or Status of a Display Order Barney Barney Jim Coghlan For Accounting Related Matters Billing Matters Credit Matters All Other Accounting Matters For Warranty Claims and Returned Merchandise For Promotion and Co-op Claims For Dealer Website Matters Daniel Zurkic Ashley Grames Ashley Grames Barney, Ashley Jim Coghlan Jim Coghlan 3 P a g e

4 Business Office Production Facility 4244 S. Market Ct., Suite A 4244 S. Market Ct., Suite A Sacramento, CA Sacramento, CA Telephone (800) Telephone (800) Fax (530) Fax (530) P a g e

5 PLACING AN ORDER To ensure that your order is accurately processed we require all purchase orders or purchase requests to be faxed or ed to Thelin Hearth Products. Purchase orders are preferred. For stove orders: Your purchase order or purchase request should include the following: Company name Contact person Thelin stove/ insert model(s) Stove color and trim options for each model Options and/or accessories for each model Specify natural gas or liquid propane for gas models Quantity ordered Dealer cost per unit Ship location Please fax all orders to or to We have provided a preprinted fax template on page 7. Kindly photocopy a supply for future use. For parts orders: Your purchase order or purchase request should include the following: Company name Contact person Thelin part number Quantity ordered Dealer cost per unit Ship location If you are unsure of the part you need and are ordering parts for a service call or a specific unit, please provide us with the following which can be found on the back of every unit: Model Number Serial Number Date of Manufacture By furnishing this information we will be able to quickly identify the parts needed for that specific unit. Once the part has been identified you can fax or your purchase order to us. Please fax all orders to or to [email protected]. 5 P a g e

6 For all orders: Please include any special instructions you may have including expedited shipping requests. Within 24 hours of receiving and processing your order you should receive an order acknowledgment from Thelin via fax or . This acknowledgement will verify your order and provide you with the scheduled date the part will be shipped. We will notify you should there be a significant delay between the actual ship date and scheduled ship date. 6 P a g e

7 Thelin Hearth Products P a g e

8 CREDIT POLICY Requests for Open Credit Thelin Hearth Products offers 10-day 2%, net 30 credit terms to customers with approved credit. To apply for credit, all dealers must completely fill-out, sign and submit a Thelin Credit Application. Additionally, all dealers are required to provide trade references and supply a resale certificate. Upon approval, a credit limit will be setup in the Thelin system. Any inactive dealer who would like to make a purchase but has not done so within the most recent 12-month period must resubmit an application for credit. All inactive customers must completely fill-out, provide trade references, sign, and submit a Thelin Credit Application. Upon approval, we will notify you and a credit limit will be set-up in the Thelin system. Credit Limits A dealer that has been approved for credit will receive a Thelin Credit Confirmation letter (pg. 10) which advises of an assigned maximum credit limit by the Thelin accounting department. A dealer s limit will be determined on a case by case basis taking into consideration the dealer s financial condition, payment history and trade references. A dealer s credit limit may be reduced or eliminated if the dealer fails to make payments in a timely manner. A dealer may not be able to utilize their full credit limit in the event their account balance is past due. Thelin Hearth Products reserves the right to modify or eliminate the credit limits of any dealer at Thelin s sole discretion, at any time without prior notice. If any order exceeds a customer s existing credit-limit, a dealer may need to send Thelin their updated credit information, which may include the submittal of a new credit application, and/or the dealer s most recent financial statement. To avoid any delay in processing such orders, Thelin recommends that the dealer establish timely communication with the Thelin accounting department. Payment Terms 30-day net credit terms apply. A discount of 2% of net invoice applies for payments received within 10 days from the date of invoice. Freight and handling are not eligible for 2% 10 day discount. There is a $30.00 charge for each NSF check returned to Thelin. 8 P a g e

9 A late charge of 1.5% per month (18% annually) may be charged on the unpaid balance of past due accounts. Payment by Check: Make check payable to Thelin Hearth Products. Send checks to: Thelin Hearth Products 4244 S. Market Ct., Suite A Sacramento, CA Credit Cards Thelin accepts VISA, MasterCard and American Express. Domestic Electronic (ACH) and Wire Transfer of Funds Contact Thelin for routing numbers for ACH and wire transfers. There is no charge for domestic electronic transfer (ACH). There is a $15.00 charge for domestic and international wire transfers. Credit Holds In the event of a past due account, Thelin will hold delivery on all products including parts. Parts may be delivered on Cash on Delivery (COD) basis in this event. Collection Process Thelin Hearth Products reserves the right to employ any and all remedies available under the law to collect monies due that are over 30 days past due. Additionally, Thelin Hearth Products reserves the right to dismiss a dealer as an Authorized Thelin Hearth Products Dealer in the event of a past due account. Condition Only dealers in good credit-standing (i.e. A/R is current) are eligible to take advantage of Thelin programs such as product promotions. 9 P a g e

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11 Statement of Policy: FREIGHT POLICY The Thelin Hearth Products freight policy discussed in this manual pertains to orders shipped from our facility to our dealers located within North America. All orders are shipped Free-On-Board (F.O.B.) from the Thelin Production facility. Thelin will make every attempt possible to comply with a dealer s request for a specific delivery date and time. Unless there is a specific request by the dealer for a carrier, Thelin will select the transportation provider. In the event a dealer requests a specific carrier, the orders will be shipped Freight Collect and the dealer will be responsible for payments of the freight charges. Please refer to the Freight Program (found in the Authorized Dealer Program section on page 20 in this manual) for freight pricing related to stoves. For all other shipments, Thelin will assess a shipping charge of a standard list price as published by the transportation provider. Any Cash-On-Delivery charges incurred from the transportation provider will be charged to the dealer. Shipping Damage At Thelin it is our goal to ensure your product is packaged in such a way that it arrives intact without any damage. However, there are times when product becomes damaged while in transit. The following procedures address receipt of damaged merchandise. Please note that liability to file a claim for damaged product passes to you, the consignee, once a representative from your company signs the delivery receipt. As the consignee, you must identify loss and/or damage carefully. There are two types of loss or damage: 1. Visible or noted loss or damage. 2. Concealed loss or damage. Visible loss or damage means that the damage was apparent at time of delivery. Noted loss or damage means that a detailed description of the loss or damage was recorded on the delivery receipt at delivery. Concealed loss or damage means that the loss or damage was not noticeable at delivery. It is very important that your Receiving Department personnel perform the following procedures when receiving Thelin merchandise: Count and match each item to the Thelin packing list Check each container for visible signs of damage. 11 P a g e

12 Assuming your Receiving Department detects Visible damage or suspects Concealed damage, they should perform the following procedures: Open any shipments that show signs of damage while the driver is present. Examine the contents with the driver. Record an exact, detailed description of the results of the examination on both the dealer s copy and the carrier s copier of the delivery receipt. Take a digital photograph of any damaged items. When possible, have the driver sign your copy of the delivery receipt. To assist you in verifying product integrity and safe transportation, we include a Tip N Tell indicator on each stove box. If the top of the arrow is filled with blue liquid, the stove was tipped over during transit and there is a high probability the product is damaged. If this indicator has been triggered, we strongly suggest you perform an immediate inspection of the stove. Note this on the delivery receipt. In the event of damage, do not refuse shipment. Thelin Hearth Products will not be responsible for additional freight and/or storage fees incurred as a result of refused shipments. It is important that you contact your Thelin Account Manager within two (2) days of receiving damaged merchandise. For situations where it appears the damage was not caused by the carrier, the dealer should request an RMA number from their Thelin Account Manager. Refer to Returned Merchandise Policy and Procedures on page P a g e

13 WARRANTY POLICY AND PROCEDURES STATEMENT OF POLICY: Thelin Hearth Products warrants that all new stoves shall be free from defects in material and workmanship per the terms of the warranty supplied with the product. Thelin makes no other warranties, either expressed or implied, including warranties of merchantability or fitness for a particular purpose. All dealers and distributors shall honor Thelin s warranties, regardless of whether they sold and/or installed the product. In no event should a Thelin consumer bear the cost of warranty service when the service is performed within the terms of the consumer warranty. Installation and startup procedures are considered to be normal required activities not associated with warranty service. In no event shall Thelin be liable for any incidental or consequential damages. WARRANTY PERIOD: Thelin Hearth Products new stoves are warranted for five years from the date of retail purchase against defects in material and workmanship. THP will remedy the defect or replace the specified part. This does not include shipping costs. This warranty is only valid while the stove remains at the site of original installation. Limited warranty for one year from the date of retail purchase to include electrical components, gaskets, logs, moving parts, gas valve controls, burner, enamel finish and paint. Parts Sales warranty for 90 days from the date of retail purchase from an authorized Thelin dealer or service technician along with a copy of original receipt. Only the original purchaser of a new THP stove is covered by the warranty and it is non-transferable. Consumers should be advised to retain their dated sales receipt as proof of purchase. Travel and shipping charges are not covered by this warranty. CONDITIONS AND RESTRICTIONS: A warranty is only provided if the purchase was made through an authorized Thelin Hearth Products dealer. If the unit is used for commercial purposes, it is excluded from warranty coverage. 13 P a g e

14 The warranty is automatically voided if the unit s serial number has been removed or altered in any way. The warranty is automatically voided if the wrong fuel has been used. Thelin Hearth Products reserves the right to change product features or specifications without notice. No dealer, distributor, or similar person has the authority to represent or warrant Thelin Hearth Products beyond the terms contained in the warranty. Thelin Hearth Products assumes no liability for such representations or warranties. The standard warranty agreement provided by Thelin Hearth Products with the purchase of the stove constitutes the extent of Thelin s representation of warranty. All other warranties, whether express or implied, are hereby expressly disclaimed and purchaser s recourse is expressly limited to the warranties set forth within. The limited warranty does not include injury due to malfunction of the product, property loss, property damage, defect and/or failure to function. The limited warranty is null and void in the event the stove is not operated at all times in accordance with the installation and operating instructions furnished with the product, as well as any applicable local and national codes. The limited warranty is null and void in the event of negligence, misuse, improper installation, alteration or adjustment of the manufacturer s settings, lack of proper and regular maintenance; damage incurred while in transit, or an act of God. The limited warranty does not extend to or include surface finish on the appliance, paint, gold plating, door gaskets, glass gaskets, glass, or firebricks. It does not cover installation or operational-related problems such as over firing, use of corrosive driftwood, downdrafts or spillage caused by environmental conditions, nearby trees, buildings, hilltops, mountains, inadequate venting or ventilation, excessive offsets, or negative air pressures caused by mechanical systems such as furnaces, fans, clothes dryers, etc. Any installation, construction, transportation, or other related costs or expenses arising from defective part(s), repair, replacement, etc., will not be covered by this warranty, nor will Thelin assume responsibility for them. Warranty Procedures: The following procedures apply in the event a unit is found to be defective in material and/or workmanship within the warranty period defined above: Thelin Hearth Products must be in receipt of a complete and signed Warranty Card (see page 16) within ten (10) days from the date of purchase in order for the warranty to be effective. 14 P a g e

15 A Warranty Claim Form (see page 17) must be signed by both the dealer and the customer. Only the factory can authorize a stove/insert or part return. See Returned Merchandise Policy and Procedures on page 18. Upon authorization by factory, return defective stove or part, freight prepaid to Thelin Hearth Products, Inc., Warranty Division, 4244 S. Market Court, Suite A. Sacramento, CA Thelin Hearth Products must receive the defective stove or part in order to process a warranty claim. The returned part or product will be repaired or replaced at Thelin Hearth Products option and will be returned to the dealer, freight prepaid, as soon as practical, but not later than 30 days after receipt. Reimbursement Terms: United States: Thelin Hearth Products will credit the dealer account the sum of fifty dollars ($50.00) per occurrence and forty-one cents ($0.41) per mile, maximum one hundred (100) miles round trip. Canada: Thelin Hearth Products will credit the dealer account the sum of fifty dollars (C$50.00) per occurrence and twenty-six cents ($0.26) per kilometer, maximum one hundred sixty (160) kilometers round trip. In the event of an extraordinary warranty circumstance, dealers wishing to receive additional compensation must have the additional compensation approved by the factory in writing. No additional compensation will be provided to dealers unless they have obtained approval in writing prior to providing extraordinary warranty services. 15 P a g e

16 Thelin Hearth Products ATTN: Warranty Department Warranty Card 4244 S. Market Court, Suite A Sacramento, CA P a g e

17 Thelin Hearth Products ATTN: Accounting Department Warranty Claim Form 4244 S. Market Court, Suite A Sacramento, CA P a g e

18 RETURNED MERCHANDISE POLICY AND PROCEDURES Statement of Policy: In all cases when returning an item, a dealer must provide a Returned Merchandise Authorization number (RMA). Warranty Returns: In the event an item is returned for warranty, Thelin will make an inspection to determine if there is a failure and what actions can be taken to repair the item. This information will be given to the dealer upon completion of the inspection. The inspection process may take 10 business days. In the event it is determined that the item is covered under warranty, the returned part or product will be repaired or replaced at Thelin Hearth Products option and will be returned to the dealer, freight prepaid, as soon as practical, but not later than 30 days after receipt. Refer to Warranty Policy and Procedures (pg. 13) for other conditions and restrictions related to warranty claims. Non Warranty Returns: Items returned for Refund that were shipped as ordered, normally carried in our inventory, can reasonably be expected to be resold, and are returned in good condition will be subject to a 25% restocking fee and inbound and outbound freight to be paid by the dealer. If there was an error on the part of Thelin that is prompting the return, Thelin will be liable for the shipping and make every effort to reship the order correctly. If this is the case, there are no restocking fees. Returned Merchandise Procedures: The following procedures apply in the event a dealer wants to return a stove, part or accessory: All returned merchandise must be authorized by the factory in advance. A dealer must phone, or fax a request to Thelin Hearth Products for a RMA number. Once a RMA request is received from the dealer, a Thelin Account Manager will evaluate the request and respond to the dealer, no later than the end of the following business day. 18 P a g e

19 Assuming the RMA request is approved, a Thelin representative will provide the dealer with a RMA number. The RMA number provided by Thelin must be clearly identified on the container with the returned merchandise. Thelin will not accept any returned merchandise without a RMA number. Once a RMA number is issued, the dealer has thirty (30) days to return the related merchandise to Thelin. RMA claims that are not returned within this time frame will be denied. All returned merchandise must be received in the original shipping containers. The merchandise must be properly packaged to prevent shipping damage. Thelin personnel will inspect the merchandise upon arrival to see that any stoves/inserts returned have not been burned and not used in any way. Thelin reserves the right to deny credit for merchandise, service labor and freight for merchandise determined not to be defective. Non-defective merchandise will be returned to the dealer at the dealer s expense. Thelin reserves the right to deny credit for merchandise, service labor and freight for merchandise determined to be defective as a result of shipping damage caused by a carrier or caused by improper packaging by the dealer. Credit decisions will be made when evaluation is complete. All credits will be applied to future orders with Thelin Hearth Products. 19 P a g e

20 INTERNET POLICY Internet Program Thelin offers an Internet Program to participating dealers. This program provides sales leads to participating dealers in two ways: 1. Potential customers are able to locate a participating dealer when they visit the Thelin website 2. Potential customers are directed to a participating dealer when they contact Thelin for more information In order to be a participating dealer in the Internet Program, a dealer must: Have an active website that promotes Thelin products Have a link from their website to the Thelin website Display at least two Thelin stove products on their showroom floor Internet leads are sent directly to the nearest participating dealer without price information. It is the responsibility of the dealer to contact the interested party and provide pricing information. Internet Sales We do not allow our dealers to sell Thelin Hearth Products stoves or parts over the Internet. Any dealer posting prices and/or offering to sell Thelin products over the Internet (including but not limited to their own site or EBay) will be asked to cease immediately. Failure to immediately comply with this request will require Thelin Hearth Products to revoke the retailer s dealership. Internet Coupons Thelin will have internet coupons for various special products, seasonal kick-offs, and dealer purchase incentives throughout the year. Monitor your current discounted opportunities regularly to make the most of your potential savings. 20 P a g e

21 AUTHORIZED DEALER PROGRAM Standard Pricing Thelin Hearth Products has one standard price for stoves that will allow the dealer to attain a profit margin of approximately 40% regardless of quantity or model. Please refer to the Dealer Price List for current pricing: Terms Any order less than 6 stoves 2% 10, net 30 Any single order for 6 or more stoves shipped between March 15 and August 15 30% due on 9/15 Freight Program 30% due on 10/15 40% due on 11/15 OR 2%, 10 Thelin Hearth Products provides freight incentives during times of stable and foreseeable expected freight costs. This program is based on the number of new stoves purchased on volume buys. The Thelin Freight Program is limited to the Continental United States. In the event a dealer requests a special carrier, Thelin Hearth Products reserves the right to modify the pricing schedule announced. Look for web site announcements and Sales Bulletin releases for current program details. 21 P a g e

22 BURN CREDIT PROGRAM Criteria In order to qualify for a burn display credit under the Authorized Dealer Program, a dealer must purchase a minimum of six (6) Thelin stove units in a calendar year and display at least two (2) current model Thelin stoves on the showroom floor. A burn display model must be on the flue, installed and burning, for a minimum of 120 days during the heating season (September through March) in order to qualify for the credit. What You Earn The amount of the standard burn credit is 30% of the purchase price of the burn display, net of freight charges. Please refer to the Dealer Start-Up Program for details pertaining to burn credits for new dealers. Restrictions Burn credits cannot be applied to cold display models. The burn credit discount is limited to three stoves per year and each model must be a different model. Earned burn credits will be applied to future stove purchases made within twelve months of the credit issue date. Credits not applied within this twelve month period will expire. A burn model stove can only generate a onetime credit. Applying for the Credit A credit will not be issued unless Thelin Hearth Products receives a Burn Claim Form (pg. 24) with a photograph showing the display stove burning. The Dealer Burn Claim Form must be submitted within 90 days of shipment of the display unit. 22 P a g e

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24 CO-OP ADVERTISING PROGRAM Thelin s Co-Op Advertising Program is designed to support dealers by allowing them to apply a percentage of their stove purchases toward media advertising and/or promotional items. This allowance is just one way Thelin supports its dealers to build local market demand, as well as promoting the Thelin brand. In addition, we hope to help our dealers successfully stay ahead of the competition. Criteria Co-op funds may be used for print advertising, direct mail advertising, point of purchase, and sales promotions. Any other media must be approved in advance by Thelin Hearth Products. Fund levels are established based on a percentage of sales from the previous year. Advertising Guidelines Print ads must include a picture of a Thelin Hearth Products stove. Print and television ads must display the Thelin logo in a prominent manner. Advertising must comply with all local and Federal regulations. What You Earn Thelin Hearth Products will pay 2% of all Thelin Hearth Products invoices (parts excluded) toward a co-op advertising fund. Blank ad slicks will be furnished to the dealer at no cost. Restrictions Credits will expire after one year if not applied to new purchases The maximum amount of co-op credit that can be earned in a one year period is $1,000. In the event other products are featured in a combined advertisement with Thelin Hearth Products, reimbursement will be proportional to the amount of space used for Thelin Hearth Products. 24 P a g e

25 Co-op funds cannot be used for production costs, art work, etc. Thelin Hearth Products does not pay publications, broadcasting companies or suppliers directly. In no event will co-op funds be paid in cash to a dealer. Television, radio and trade show events require advance approval by Thelin to qualify for co-op funds. All co-op credits are at the discretion of Thelin Hearth Products. Applying for the Credit A credit will not be issued unless Thelin Hearth Products receives a Co-Op Claim Form (see pg. 26). A separate Co-Op Claim Form must be submitted for each advertisement. The Co-Op Claim Form must be submitted within 60 days of advertisement. A copy of the media invoice, a sample advertisement (e.g. tear sheets, notarized script, etc.) and proof of date must be attached to each Co-Op Claim Form. 25 P a g e

26 Thelin Hearth Products ATTN: Accounting Department CO-OP Claim Form 4244 S. Market Court, Suite A Sacramento, CA P a g e

27 DEALER TRAINING PROGRAM Thelin s Dealer Training Program is designed to support dealers by providing a combination of online training programs, as well as regional training classes. Thelin Online Training Dealers may access Thelin s online training program by clicking the Dealer Login tab at The Dealer Login page will require a dealer to enter a user name and password. Once this is done, the user should click on the Training button. Once a dealer has accessed the Training page, there are simple step by step instructions that will guide the user to the course of his or her choosing. Each stove model will have the following six training sessions: Features Routine maintenance Trouble shooting Repairs electronics Repairs processor Repairs mechanical After each session, there will be a short quiz to monitor the user s progress. For this quiz, the user will be asked to provide their name. This will allow Thelin to provide the results for every dealer s staff to the dealer. As a dealer, you will have evidence that your staff of technicians and sales people have properly completed and comprehend the course material provided. Thelin Web Conferencing The online training sessions described above are designed so that a dealer can access training at any time. In addition, Thelin offers scheduled on-line training with an instructor. Through web conferencing, training videos are utilized with a factory engineer available to address your questions. 27 P a g e

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29 Thelin Hearth Products ATTN: Sales and Marketing S. Market Court, Suite A Sacramento, CA P a g e

30 Stove/Insert Pricing June 2013 Stove Type New Dealer Pricing effective June 2013 Parlour Pellet Stove, Nickel, Enamel $ 2,175 Parlour Pellet Stove, Nickel, Painted 2,135 Parlour Pellet Stove, Gold, Enamel 2,450 Parlour Pellet Stove, Gold, Painted 2,420 Parlour Pellet Stove, Painted, Painted 1,995 Parlour Gas Stove, Nickel, Enamel 1,695 Parlour Gas Stove, Gold, Enamel 1,950 Parlour Gas Stove, Nickel, Painted 1,690 Parlour Gas Stove, Gold, Painted 1,900 Parlour Gas Stove, Painted, Painted 1,595 Parlour Wood Stove, Nickel, Enamel 1,695 Parlour Wood Stove, Gold, Enamel 1,945 Parlour Wood Stove, Nickel, Painted 1,690 Parlour Wood Stove, Gold, Painted 1,925 Parlour Wood Stove, Painted, Painted 1,595 Gnome Pellet Stove, Nickel, Enamel 1,795 Gnome Pellet Stove, Gold, Enamel 2,095 Gnome Pellet Stove, Nickel, Painted 1,790 Gnome Pellet Stove, Gold, Painted 2,090 Gnome Pellet Stove, Painted, Painted 1,695 Gnome Gas Stove, Nickel, Enamel 1,395 Gnome Gas Stove, Gold, Enamel 1,610 Gnome Gas Stove, Nickel, Painted 1,390 Gnome Gas Stove, Gold, Painted 1,595 Gnome Gas Stove, Painted, Painted 1,295 Gnome Gas 1900, Bonnet Kit Upgrade, Gold 395 Gnome Gas 1900, Bonnet Kit Upgrade, Nickel 295 Echo Gas Stove, Enamel 1,295 Echo Gas Stove,Painted 1,195 Tiburon Pellet Stove 2,250 Providence Pellet Insert - Signature Surround 2, P a g e

31 Thelin Hearth Products 2013 Parts List 6/1/2013 Part Number Model Part Description Dealer Cost Fan Motors Pittman Brushed Fan Mounted W/Metal Fan Blade Assembly rev a All Pellet Stoves rev b All Pellet Stoves Anaheim Brushless Fan Mounted W/Metal Fan Blade Assem All Pellet Stoves Stove plastic fan blade cover All Pellet Stoves Combustion metal fan blade All Pellet Stoves Plastic Convection Fan Blade w/ Retainer Clip All Pellet Stoves Exhaust Blower Gasket 5.50 Feed System Pellet Feed System, MK Brushless Motor, w Auger Assem Pellet Stoves 2010 and newer Gnome Pellet 2010 and newer Pellet Feed System, MK Brushless Motor, w Auger Assem Pellet Stoves 2009 and older Pellet Feed System, MP Brushed Motor, w/auger Assem Gnome Pellet 2009 and older Pellet Feed System, MP Brushed Motor, w Auger Assem All Pellet Stoves Pellet Feed System Auger Shaft Assembly All Pellet Stoves Feed System Bucket All Pellet Stoves Lovejoy Hub (Set with spider) Parlour/Tib/Prov. Pellet Feed Disc Gnome Pellet Feed Disc 9.50 Feed Motors Multi Products Feed Motor Pellet stoves 2009 and older Pellet stoves 2010 and newer Merkle-Korff p/n S4375 Feed motor Circuit Boards Pellet Circuit Board with chip All Pellet Stoves 2009 & older Pellet Stove w/out brushless mtrs Adapter Board - for Non E.I. Stoves only Providence Pellet Circuit Board Assembly Gnome Pellet (2010 and newer) Circuit Board Assembly Parlour Pellet (2010 and newer) Circuit Board Assembly Tiburon Pellet Circuit Board Assembly Turbo E Thompson Circuit Board 1980's old Thompson E stoves Pellet Igniters Igniter 3/8 X 5.25 (Tempco HDC21079) Gnome Pellet European Mkt Pellet Stoves Tempco Igniter European/NZ 230V (HDC21011) Providence/Parlour/Tiburon Tempco Igniter (HDC20862) Providence/Parlour/Tiburon Igniter Tube (Tempco TUBR 1061) Parlour Pellet 2006 and older Tempco Igniter (HDC1241-Long) Parlour Pellet 2006 and older Igniter upgrade to new firepot (Tempco HDC20515) Gnome Pellet Firepots Electronic Ignition Firepot Stainless Steel 5" Wide Gnome Pellet Narrow Pre-IE Ser Stainless Steel 4 3/4" Wide Parlour Pellet Firepot, Eastern Ser # Stainless Steel Parlour Pellet Firepot, Western Ser # Stainless Steel Parlour Pellet Electronic Ignition Cast Iron Firepot, Drilled Hole Back Left Corner Tiburon / Providence Cast Iron Firepot, Driiled Hole Back Center All Pellet Stoves Switches Pushbutton Switch Pellet model yrs Pin Switch Pellet model yrs Pellet 10 Pin Switch All Pellet Stoves Hopper Lid Switch for Auger P a g e

32 Part Number Model Part Description Dealer Cost Sensors All Pellet Stoves T-1 Sensor Mounted w/ Brass Compression Fitting All Pellet Stoves T-2 Sensor Mounted Fuses All Pellet Stoves Igniter Fuse Holder with 5 Amp Fuse, Red All Pellet Stoves Main Fuse Holder All Pellet Stoves Fuse, Main 1 Amp 1 1/4 SB All Pellet Stoves Fuse, 5 Amp El, 1 1/4" SB 1.00 Electrical Components All Pellet Stoves Transformer All Pellet Stoves Battery Jack, Red All Pellet Stoves Battery Jack Black All Pellet and Gas Stoves EMI Filter All Pellet Stoves Thermostat term board All Pellet Stoves Bridge Rectifier All Pellet Stoves Fuse holder All Pellet Stoves Relay All Pellet Stoves 12 volt 7.5 amp Backup battery Gnome Transformer Plate Assembly Kit Parlour Transformer Plate Assembly Kit All Pellet Stoves Fan Motor Brushes - Pittman (3 sets of 2) All Pellet Stoves Battery Cable Harness Wiring Harness - Pellet Stoves Gnome Pellet Wiring Harness Parlour Pellet Wiring Harness Echo Pellet Wiring Harness Tiburon /Providence Insert Pellet Wiring Harness Power Cords All Stoves Power Cord / US All Stoves Power Cord / Sweden All Stoves Power Cord / New Zealand All Stoves Power Cord / UK Handheld Remote Thermostat All Pellet Stoves Skytek Remote Prog. Thermostat Miscellaneous Hardware All Pellet Stoves Cleanout tube Parlour/Echo/Tiburon/T4000 Outside Air Kit Gaskets/Bushings All Pellet Stoves 1/2" Peek bushing, Small Hat Hydler All Pellet Stoves 3/4" Hydlar bushing (rear auger shaft bearing) All Pellet Stoves 1" Hydlar Washer All Pellet Stoves Exhaust Blower Gasket (Gasket E) All Pellet Stoves Feed System Front Gasket (Gasket D) All Pellet Stoves Feed System Rear Gasket Providence Insert Cleanout Gasket Kit Providence Insert Exhaust Gasket All Pellet Stoves 3 1/4 square exhaust gasket P a g e

33 Part Number Model Part Description Dealer Cost Steel Components Providence Pellet Insert Exhaust Adapter Quick Disconnect Parlour Pellet - older model Firepot Holder Parlour Pellet Cleanout Covers (Set of two) Gnome Pellet Cleanout Covers (Set of two) Gnome Pellet Firepot Holder Tiburon Firebox exhaust baffle (Set of two) Tiburon Door handle wood insert Pellet Stoves 3" Exhaust Flange plate only/no tube Providence Outside Air Kit Flange 2.25" diameter (option) Door Components Gnome Robax Glass Parlour Robax Glass Echo Pyro Glass Tiburon Robax Mirrored Glass Providence Robax Mirrored Glass Parlour Door Gasket 53"x 1/2" (RKEG-050XSTGRXAJ2C Mid Mtn) Gnome Door Gasket 37" x 1/2" (RKEG-050XSTGRXAJ2C Mid Mtn) Parlour Glass Gasket 39" woven tape (G432B11-06 Ametex) Gnome Glass Gasket 27" woven tape (G432B11-06 Ametex) Gnome/Parlour Door Pins - 1/4" Stainless Steel 1.50 Door Handles Parlour/Gnome Pellet Stove Handle - Gold Parlour/Gnome Pellet Stove Handle - Nickel Rings Parlour Pellet/Gas Top Ring Nickel Parlour Pellet/Gas Top Ring Gold Parlour Pellet/Gas Bottom Ring Nickel Parlour Pellet/Gas Bottom Ring Gold Gnome Pellet/Gas Top Ring Nickel Gnome Pellet/Gas Top Ring Gold Gnome Pellet/Gas Bottom Ring Nickel Gnome Pellet/Gas Bottom Ring Gold P a g e

34 Part Number Model Part Description Dealer Cost Thelin Panel System (TPS) - Tiburon Tiburon System Includes: Left and Right side panels Hopper lid/top assembly Lower panel insert Tiburon Panel system complete - Terra Cotta Tiburon Panel system complete - Oyster Tiburon Panel system complete - Bay Leaf Tiburon Panel system complete - Yellow Ochre Tiburon Panel system complete - Black Tiburon Panel system complete - Grey Tiburon Front Grills Tiburon Traditional Grill - Black Tiburon Grill, Arch - Black Tiburon Grill, Art Deco - Black Tiburon Grill, Floral Art Nouveau - Black Tiburon Grill, Vine Art Nouveau - Black Tiburon Grill, Geometric - Black Tiburon Bottom Panel Insert Porcelain - Antiquity Patina Tiburon Bottom Panel Insert, Stone, Asian Seas Tiburon Bottom Panel Insert, Stone, Eastern Sands Tiburon Bottom Panel Insert, Stone, Seagrass Limestone Parlour/Gnome Enamel Castings Touch Up Paint - Cream 1.0 oz Parlour/Gnome Enamel Castings Touch Up Paint - Brown 1.0 oz Tiburon Touch up paint bottle w/ brush- Bay Leaf oz Tiburon Touch up paint bottle w/ brush- Terra Cotta oz Tiburon Touch up paint bottle w/ brush- Oyster oz Tiburon Touch up paint bottle w/ brush- Black oz Tiburon Touch up paint bottle w/ brush- 5 color kit oz Bonnet Upgrade Gnome 1900 Gas Bonnet Kit - Gold Gnome 1900 Gas Bonnet Kit - Nickel Field Test Module All Pellet Stoves Field Test Module - FTM P a g e

35 Gas Components Conversion Kits Must Specify NG or LP (Model & Serial Number) All Gas Stoves LP Conversion Kit All Gas Stoves NG Conversion Kit All Gas Stoves Robertshaw Gas Conversion Kit (Limited quantities) Gas Valves All Gas Stoves SIT Valve NG All Gas Stoves SIT Valve LP Pilot Assembly and Components All Gas Stoves LP Pilot Assembly All Gas Stoves NG Pilot Assembly All Gas Stoves Pilot Assembly for B Vent All Gas Stoves Piezo Gas Igniter All Gas Stoves Thermocouples All Gas Stoves Thermopiles/SIT Gas Stove Fans / Sensors / Knobs Echo Gas Gas Fan Assembly Parlour Gas Fans/Retrofit (Eucania p/n SC3CCW-C2523-2GS97) Echo Gas Fan Only Gnome Gas Fan Only Parlour and Gnome Gas Large Gas Fan Pre All Gas Stoves Gas Fan Speed Control All Gas Stoves Gas Fan Control Knob All Gas Stoves Ceramic Sensor, 140 Degree All Gas Stoves Ceramic Sensor,120 Degree Gas Stove Low Voltage Wiring and Switch Parlour Gas Stoves Wiring Harness Gnome Gas Stoves Wiring Harness All Gas Stoves Rocker Switch 5.00 Handheld Remote Thermostat All Pellet Stoves Skytek Remote Prog. Thermostat Gas Stove Burners Gnome Gas Gas Burner Stainless Steel Parlour Gas Gas Burner Embedded (Pyrotek 22296) Echo Gas Burner Embedded (Pyrotek 23374) Gas Stove Log Sets Parlour Gas Log Set - Pyrotek Gnome Gas Log Set Echo Gas Log Set - Pyrotek Woodstove Parts T4000 Wood Stove Mica sheets for woodstove 4" x 6" T4000 Wood Stove Vermiculite Set T4000 Wood Stove Woodstove Fan Assembly T4000 Wood Stove Outside Air Box Assembly T4000 Wood Stove Outside Air Kit T4000 Wood Stove 12 Volt EBM Fan (pancake p/n W2G115-AE53-13)

36 Thelin Hearth Products 2013 Display List 6/1/2013 Part Number Model Part Description Dealer Cost Tiburon Paint Chip, Terra Cotta Red, powder coat, (micro texture) Tiburon Paint Chip, Oyster, powder coat (smooth) Tiburon Paint Chip, Bay Leaf Green, powder coat (micro texture) Tiburon Paint Chip, Ochre Brown, powder coat (smooth) Tiburon Paint Chip, Black, powder coat (micro texture) Tiburon Paint Chip, Grey, powder coat (micro texture) Classic Series Paint Chip, Metallic Black, high temperature paint Classic Series Paint Chip, Charcoal Black, high temperature paint Providence Paint Chip, Black Hammer, powder coat Providence Paint Chip, Rust, powder coat Providence Paint Chip, Silver Vein, powder coat Providence Paint Chip, Copper Vein, powder coat Providence Paint Chip, Bronze Hammer, powder coat Kit Color Kit, p/n's through TH-REF-SLS-223 Rev. C 36 P a g e

37 We want to do everything we can to help you be successful as a Thelin dealer. Thelin strives to ensure that support of your installation, maintenance, and service calls are met. We continue to offer exceptional factory technical support with the daily presence of specialist personnel as opposed to the familiar interactive voice mail systems many companies offer today. Should you need factory technical support, you may contact us by at [email protected] or by phone at M F 8:00 AM to 4:30 PM PST. Effective service is the #1 determination in customer satisfaction. We have found our most effective and cost efficient field calls are accomplished by those dealers who travel with a Thelin Hearth Products Dealer Services Kit. Having a supply of our most frequently used replacement parts solves 85% of field calls on one visit. In an effort to assist you in both dealer and brand loyalty, we are encouraging you to select and purchase one of our Dealer Services Kits at our net cost. Contained within the kit is our most useful diagnostic the Field Test Module Unit (FTM 80) and its corresponding description card. A quick plug-in feature identifies which part is in need of replacement, enabling accurate and cost effective service work call after call. A summary listing of the Dealer Services Kits contents is provided on the next page. Call us at and order soon before your next service call. It s the most efficient time saver you can take on a call, and the most valuable tool you can put in your tool box. TH-REF-SLS-223 Rev. C 37 P a g e

38 TH-REF-SLS-223 Rev. C 38 P a g e

39 THELIN HEARTH PRODUCTS FTM 80 Instruction Manual Field Test Module for Pellet Stoves TH-REF-SLS-223 Rev. C 39 P a g e

40 The FTM 80 (Field Test Module) is designed to field test and adjust Thelin Hearth Products pellet stoves for proper function of the following: 1. T-1 and T-2 Sensors 2. Fan Voltages on all settings 3. Feed Voltages on all settings Getting Started - Connect the FTM 80. Please note that the pin connectors are on the bottom of the Parlour pellet circuit board and on the top of the Gnome circuit board. Make sure ribbon is facing toward the outside edge of the board when pushing connector onto the pins. In order to make the proper adjustments you will need to know the function of the sensors and what the factory settings are for each motor (fan and feed) and how they can be adjusted for different vent applications, altitude etc. Here is what these components are designed to do. T-1 Sensor This sensor controls the safety features of both the Parlour and Gnome pellet stove. The T-1 works in conjunction with the Hi-Temp/Flue red light on the control panel and alerts the user to the following safety conditions: A. Blocked flue or high wind back draft condition (the light blinks red). B. High temperature condition inside the heater (steady red light). TH-REF-SLS-223 Rev. C 40 P a g e

41 How to check the proper performance of the T-1 sensor. When the FTM 80 is plugged into the circuit board the green LED will come on and should read 25 degrees C. When the stove is lit, the green LEDs will gradually reach an operating temperature of 35 degrees C. You can see the rise in temperature by watching the progression of the LEDs lighting up. In the event of a blocked flue (excessive ash build up from lack of cleaning) or high wind/downdraft scenario, the T-1 LEDs will spike up to 68 degrees C (Parlour) and 90 degrees C (Gnome). To test this function, you can block the exhaust flue and watch the rise in temperature. When the LED reaches the critical temperature of 68 C degrees (Parlour) or 90 C degrees (Gnome) the feed will shut off and the red light will start blinking. You can over ride this function by turning the stove to the OFF position and then turning it back on. If the flue is blocked or there is a high wind situation the scenario will repeat itself and you will have to deal with the ongoing problem. In the event the T-1 sensor is faulty or defective, then the shut down, red light function will trigger prematurely and you will need to replace the sensor. T-2 Sensor - This sensor controls the start up/shut down function and works in the following manner: A. On start up the T-2 LED should register the ambient temperature, approximately 25 degrees C. As the stove heats up the T-2 temperature will rise steadily until it reaches 37 degrees C. At this point the fan and feed will kick into the run mode and you will have three distinct speeds on each setting, LO, MED and HI. Prior to T-2 reaching the run temperature each setting will run on LO only. The above scenario occurs after the initial 6 minute start up cycle which requires the fan to run at 7 volts and the feed to begin one minute after the button is pushed.. B. At the end of the burn when the stove is turned off, either manually or by a thermostat, the T-2 then senses temperature until the 25 degree C level is reached and the stove shuts off. In case the TH-REF-SLS-223 Rev. C 41 P a g e

42 ambient (room) temperature is warm and the shut off temperature is not reached the stove will shut off in 25 minutes regardless of temperature. To test the T-2 sensor, simply plug the FTM 80 into the circuit board and read the T-2 LED temperature in the off position. This temperature should read 25 degrees C. If it varies or is erratic, the T-2 sensor should be replaced. Fan Voltage - The FTM 80 will allow you to check and set fan voltages in all positions. Factory settings are as follows: Providence Pellet: Start Up 7V,Low 8.0V,Medium 9.0V,High Tiburon / Parlour Pellet: Start Up 7V, Low 7.5V, Medium 8.0V and High 10.0V Gnome Pellet: Start Up 7V, Low 7.0V, Medium 7.5V, Hi 9.5V To adjust or re-set fan voltages you must plug the FTM 80 into the circuit board and, using a very small slotted screwdriver, you can turn the fan speed up or down utilizing the fan trim pots on the circuit board. Adjustment may be needed for the following on site problems: A. Venting is difficult because of elbows and horizontal runs are creating static pressure and stove could use more fan speed. Pellet pipe installed into old wood chimney systems may also require more air and/or increased fan speed. B. Pellets are of poor quality and to burn better more air is needed. TH-REF-SLS-223 Rev. C 42 P a g e

43 C. Stove is installed in basement or storm cellar and house is acting as a chimney creating negative pressure and back draft. This problem can sometimes be overcome by increasing the fan speed thus giving the exhaust more push. Note: Factory settings are based on the e-prom chip on the circuit board. The above settings are for the chips currently in use. Providence 100.6, Tiburon /Parlour Pellet 22.2a, and Gnome Pellet 18.8a chip. Older chips may have different settings so please call the factory if you need help. All stoves can be adjusted utilizing the LO fan and HI fan trim pots on the circuit board. Feed Voltage Feed voltages can be checked with the FTM 80 and can be adjusted utilizing the trim button located on the push button control panel. Factory settings for all stoves are as follow: Providence: Start Up 7 Volts,Low V,Medium V,High V Tiburon/Parlour/Gnome: Start Up 7 Volts. Low V,Medium V,High V. Note: Use the trim button to adjust pellet feed on all settings. The quality of the pellet will determine the proper voltage. For example, a hardwood pellet that is 1 to 2 long will require more trim or the fire may go out on low. A small softwood pellet will require turning the trim down or the stove may overfeed. The trim is located on the control panel so you and the customer can determine the best setting for a particular brand of pellet. The FTM 80 will allow you to check voltages and give your customer the best feed rate for the pellet being used. Please feel free to call the factory if you need help with using the FTM 80. It can be a valuable tool for trouble shooting and fine tuning Thelin Hearth Products pellet heaters. Thelin Hearth Products TH-REF-SLS-223 Rev. C 43 P a g e

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