We just installed a brand new Hearthstone Equinox wood stove. Unfortunately it arrived with a large scratch on the soapstone top. Hearthstone shipped the stove in a open lattice crate and something likely got between the slats to make the scratch, but it didn't cause any visible damage to the crate to give us pause for signing. Hearthstone customer service, if you can call it that, has been completely unresponsive. After weeks of trying we got this answer: "We would never send a stone out with such a large scratch. If it is an actual scratch, it was done after it left the factory." My dealer said they won't help us.
I don't understand paying a premium for a made in Vt stove and then getting worse than outsource model support.
Any ideas on how to get some help?