Escea DF Series Questions & Answers

Hi David, Thanks for your query. When the fireplace has power going to it, you should be able to look in to the air gap at the bottom of the unit towards the left hand side and see a flashing green and solid green light. If these are not present it may indicate there is no power going to the fire.

Feel free to contact our Technical Support team for additional assistance.

techsupport@escea.com 0800 173 000 (NZ) 1800 460 832 (AU)

Kind Regards, Escea Tech Support

Hi Susan, Can you please give us an email or call and we can do some troubleshooting to get to the bottom of your issue. techsupport@escea.com 0800 173 000 (NZ) 1800 460 832 (AU) 1800 730 140 (WA) Thanks and look forward to hearing from you.

Logan Jackson Technical Advisor Escea Fireplace Company

Unfortunately not. I contacted Escea when I put mine in and showed them how bad it was especially compared to the advertisement. They sent someone around and said it’s as good as it gets. You literally cannot see a flame unless it’s in the dark and then you can see a faint blue flame. They said it was the type of gas but I have an outdoor Escea that also uses mains natural gas and it works perfectly.

It’s a lot of money to spend on something that looks like it’s off.

So so annoying. I bought it thinking I would have a great flame effect like in the showroom!!!!

Me too! We have ducted heating so the whole reason for getting it was its looks. Big mistake.

Hi Alison, Depending on the 'set temperature' on the remote control the fire may be in the low flame or flame effect mode, which will have less flames. I would recommend turning the set temperature up by a few degrees to see if this helps improve the look.

Gas type, flue length and the setup of the fireplace can have an effect on the flame picture so please keep that in mind.

If the look is still not satisfactory we would like to help improve your experience. Please email us at techsupport@escea.com or give us a call on the below numbers.

0800 173 000 NZ 1800 460 832 AU 1800 730 140 WA

Thank you.

Logan Jackson Technical Advisor Escea Fireplace Company

Hi there - would you mind adding some details on the gas type and flue length affecting the flame? LPG vs Natural? Flue length - Longer/shorter - which one gives more flame? And what kind of lengths are we talking?

Thanks

Hi John,

Thanks for your question.

We are looking to add this information to our documentation in the future so please stay tuned!

Logan Jackson Technical Advisor Escea Fireplace Company

Hi, I just had one installed and have exactly the same problem. So disappointing after spending all that money. I have been told they photoshop their catalogue.

Hi Leanne, It is unfortunate you have had a delay in getting your fireplace fixed. As you are outside of our normal service area it has been more difficult to book in one of our technicians to fix the problem.

A job and parts have been sent out to our service agent and I hope to have them look as soon as they are able and find a speedy resolution for you.

Please do not hesitate to contact me if I can be of further assistance.

Kind Regards,

Logan Jackson Technical Advisor Escea Fireplace Company NZ: 0800 173 000 AU: 1800 460 832

Thank you for getting back to us. A technician has now resolved the problem and it was nothing to do with the actual fire. Unfortunately dog hair was sucked into the fan and caused the error. The fan has been replaced.

No

Good Morning Margaret,

Thanks for your question, our D series gas fires do not function without mains electricity.

Warm Regards,

Logan Jackson Technical Advisor

Thanks Logan Have purchased a new home with gas fire installed. Unfortunately reliant on electricity.

Yes if wifi Cable is connected to the fire when at the time it is installed Works very well on Apple IPhone

Hello Simon, Yes our Smartheat app works for iPhone and can be found on the Apple store. You fireplace will need to be connected to your network via an ethernet cable in order to access the app functionality.

Warm regards,

Logan Jackson Technical Advisor

Cheers. Simon

Hi Susan, Thanks for your question and getting in contact with us. Please contact our technical support team directly via email or freephone and we will be able to run through some trouble shooting for you and if required we are will be able to recommend a service technician from our network of service agents who are highly experienced in our product.

In the meantime, if you are getting a E2 error code, keep retrying the fire to see if you get a pilot flame and then more flame. The other important factor to consider is have you had your appliance serviced since it was installed? In our User Guide, we recommend you have your fire service annually. If the gas pressure dropped at the supply, it may be possible that soot has formed, blocking the gas coming through the pilot or you have a gas pressure issue..

Email: techsupport@escea.com NZ Ph: 0800 173 000 AU Ph: 1800 460 832 | WA Ph: 1800 730 140

Kind regards, Elizabeth Gray-Smith Technical Advisor

Hi Keith,

Thank you for your question. Please email my colleague Matt directly at techsupport@escea.com He will run through some troubleshooting assistance with you.

Kind regards,

Elizabeth and the Team at Escea Technical Advisor

we got the fan replaced once, because they felt like it and the control board 3 times Then we went to customer affairs and 2 weeks ago we got a complete new heater. All this still within warranty. Each time have to 5-6 weeks to get things done. Partially off course because its winter and gas plumbers are more busy than usual

Hi Patsy, We hope you chose an Escea product in the end, we have a really diverse range of fires to suit any application. Customer satisfaction is our number one priority and we would love to have you as one.

If you would like more information on our products, please visit external link , our fireplace designer is great and really helps you get a feel for the type of fire and look you want. Alternatively you can call us to discuss your options at the following:

NZ Ph: 0800 173 000 AU Ph: 1800 460 832 | WA Ph: 1800 730 140

Warm regards,

Logan Jackson Technical Advisor