Troubleshooting Feedback We Have Received
12/29/07 Thanks for the cleaning directions
for our gas log set. It works perfectly now after
following the instructions on your web site. The total
time was only 10 minutes and that included setting up
the vacuum and total cleanup.
Dear Mr. Rasmussen:
I finally got around to tackling the problem
with my gas logs yesterday. Your instructions were
wonderful! I was able to fix the problem by myself and
had my logs back in operation in no time at all. I
burned them for four hours while I decorate my game
room. Thanks so much for the valuable information about
troubleshooting problems with gas logs and all I needed
to do was vacuum and clean out the hole. You saved me
another service call and money for a new part and for
that I am grateful, not to mention the wait period and
arranging time for a visit. I love my logs!
can add me to the list of grateful people that saved
$100.00 +. I was not able to keep the pilot light on my
Chillbuster 3 lit and cleaned out the air intake hole as
you suggested. Results were immediate and we cancelled
our service call. We are warm and toasty thanks to your
Thank you so much for the helpful tip of how to clean
the pilot to make my fireplace unit light. I was able to
quickly fix it using your directions and enjoy my
fireplace again!!!! Fran
did not read your site in time. Cost me $180 for an ODS
pilot tube assembly that had hardly been used.
Depressed. Bill in SC
Thank you so much for the troubleshooting info related
to the pilot light going out. We thought we would have
to get the gas logs serviced, but were able to fix it
ourselves thanks to your helpful web site!!! Beth
thought youd be interested in knowing that when I had
trouble keeping the pilot light lit on my ChillBuster, I
went straight to your website and found the solution. I
was back in business within 15 minutes.
Thanks for keeping us customers informed.
was brilliant. Took
me less than 5 mins and saved a bunch of $$$.
Appreciate your swift response and help.
C. (one satisfied customer)
time ago I contacted you about s problem with a yellow
powdery deposit on my walls and tiles caused by you
unvented fire logs. Unlike any other company I have had
to contact about a problem with a product, your rep did
not start off telling me that there was no way his
product could be causing the problem. He pointed out
that everything in the air got drawn into the gas jet
and came out into the air again perhaps changed by the
heat. He suggested that scented candles might be a
source of an airborne agent. Since we don't use candles
this seemed not to be very helpful but when I told my
wife what he had told me she knew right away what was
the culprit. She simmers cloves in a simmering pot for
the fragrance and when she stopped that the yellow stuff
went away. Thank you for your help.
Thank you for your speedy reply to my e-mail.
You were right and I now have a working fire place.
Paul & Susan
Sent: Monday, February 14, 2005 5:37 PM
To: Rich Subject: You Were Right!
wanted to take a moment to thank you for your help.
With your guidance, we discovered that our thermocouple
was incorrectly installed. Paul was able to install the
new one in a very short time and the fireplace has been
working beautifully since.
Thanks very much for your helpful and quick reply. That
is just one of the many reasons we tell everyone how
pleased we have been that we chose a Rasmussen Logset!
Thanks once again for any follow-up advice you can
H. in VA
Thank you very much for the helpful information, I read
this information and performed cleaning out the air
intake with compressed air. It appears to be working
back to normal as we speak. Thanks once again for a
Great Product and most importantly the quick response in
support of the product. I will highly recommend your
products to other clients that I'm associated with.
Additionally I see that you manufacture the Gas Grill
Product line! I'm very interested in this line as
well......I'll check out your website for additional
Your an Angel...thanks for quick ...rsvp
think you are right, too....I just cleaned around the
outside of the unit, so I will do what you said.
love our fireplace, we have had it for 7 years.
really does help us lower our electric bills for
Christopher Columbus Racing Team
Rett, your quick response saved us some $$$ on an
unnecessary service call.
cleaned up the unit and repositioned the thermocouple as
instructed and it seems to be working fine again.
Carolyn & Bob
Sent: Saturday, January 31, 2004 11:27 AM
Subject: RE: gas log problem
Thank you for
your prompt courteous reply to my e-mail today.
Like you suspected the problem seemed to lay in
the fact that the system needed a good cleaning.
It is nice to hear from a company still willing
to communicate with past customers in such a
prompt, courteous and efficient manner. Thank
you for your time. Jim Campbell.
I just wanted to let you know that I followed the
instructions that you outlined in step A and my gas logs
are now working perfectly! Your assistance was greatly
thank you for your quick response to my request for
information about the Chillbuster log set.
information was most helpful. It appears that the air
intake holes in the ODS pilot were the problem. The
logs are back in the family's good graces again and we
Dear Mr. Rasmussen:
I did as you suggested and cleaned the air intake holes
with compressed air and my logs are working great.
Thanks so much for your help!
Rett, Thanks for your help. It worked.
You were right on target. I followed your procedures and
I'm back in business. All I needed to do was to clean
out the two holes.
Once again, many thanks for the thoughtful and rapid
response. It's refreshing to know that there are
companies out there who really care about customer
I will definitely make it a point to recommend your
products to my neighbors and friends and yes, you are on
the top of my list for a new "Chillbuster."
Once again, thanks and I wish Rasmussen continued
You have saved me about $250- $300! I finally was able
to work on my balking gas log. Although it looked to be
nearly pristine, I cleaned out the ODS air intake, put
it back together and it works! I was almost prepared to
buy a new gaslog set, since my house is on the market
and I really have to have the fireplace working. I
can't tell you how much I appreciate your help.
Wow! I cleaned out the
ODS and now the logs are working great! Thank-you so
much for the tip, it saved me at least $85 for a service
visit. Have a great Holiday!! George
Thank you for your helpful and prompt reply.
Cleaning was the secret. Pilot has remained lit for
over 24 hours.