Real Flame Landscape Questions & Answers

good morning, i need a model number to look up the parts, if you could please send us the model number to our email address with your contact details i will be able to look this up for you and advise on price and availability , our email address is advanced.support@glendimplex.com.au

Good morning Sheila Thank you for your enquiry Part you need is part# 845052 and you can find it on our spare parts web shop external link  it is not in stock at the moment but should be here shortly. Kind regards Real Flame

Hi Tali, thank you for reaching out and I'm sorry to hear of this. You can search for the remote using this link: external link  Thanks

Thank you, I have now ordered.

Hi John My fan died too! Do you have details on the fan recall? My fan stopped working within 3-4 years after my entire internals were replaced due to other faults. RealFlame made us do our own fan repairs and I have since discovered there was a fan recall around the same time. I’ve had lots of issues with my landscape fireplace. I emailed the company via Graham’s details below during the week but await a reply.

Hi Vee, We have reached out to your directly. Thanks

Real Flame, Thank you for responding. I did get an email and confirmation that I do qualify for the replacement fan due to the recall. I wasnt notified of the recall. I am however going to be reimbursed for the cost I paid for the replacement fan which is good news, however the call centre should have managed this correctly at my first contact. The call centre had trouble finding our file initially. Then there was no record of services which was odd as we have had many issues that were fixed under warranty. Your international call centre isn't a good choice for your customers and it failed me when I needed it which cost me many wasted hours and $710. It was sheer luck that i found this post that alerted me to the recall. As another reviewer said, when the Landscape fireplace works, it’s great. Im hoping i don't have another issue next winter.

Hi Vee, thank you for your feedback. I will reach out to you directly to get some additional information. Thanks

Hi Simon, saw your email tonight, yes you may need to replace it, and im sure you will need a service agent to fit the new one and service your fireplace, please send me your contact number and address and i will help organize this for you.

Hi Graham Are you still working at Real Flame / Glen Dimplex. Can you please provide information on where i can find out about the fan recall?

Hi Vee, I will reach out to your directly. Thanks

Graham was very helpful and assisted me with resolution of my fan issue.

Hi Amanda, i would be more than happy to give you that information, the fan code is DXG080T095-001 and their RRP is $250ex gst ea, plus $20.00ex gst for freight aus wide. If you would like to order please email me on graham.ashburn@glendimplex.com.au and confirm your delivery address and i can reply with a proforma invoice you can pay for using a credit card or direct deposit if you prefer, then send me the eft receipt. I assume you have a repairer already as per your message above, but if you require assistance finding a local repairer i would be more than happy to assist,

Graham Ashburn Flame After Sales Team Leader 1300 554 155

Realflame may need to replace for free under recall. There is a known defect for some models.

Hi Nokia34, There is a recall on the Landscape models, but it is for a change in gas pressure prescribed by the gas regulatory body who issues our compliance certificates on models made in a certain date range. If a date of manufacture is not known we can check using the serial number of the fireplace if a recall call out is needed. In cases where a recall pressure change if needed we will organize a technician to attend and replace the fan at the same time free of charge. Im happy to discuss this further in more detail if you would like to email me directly on graham.ashburn@glendimplex.com.au, or by phone on 1300 554 155 (option 2)

Graham Ashburn Flame After Sales Team Leader Glen Dimplex Australia

Hi Xavante, Our recommendation is to have the television minimum 300 above the top of the heater. Please note that this television recommendation is to be treated as a suggestion of installation only. It is the responsibility of the customer to check the installation instructions of their electrical appliance to ensure that the location is suitable. Real Flame takes no responsibility that our recommendation suggestion will be suitable for all electrical appliances.

Kind Regards,

Luke Carter

After Sales Supervisor

Yes its in the install guide, and I have my 75 inch TV about 350-400 above. Its been there for almost two years and the bottom of the TV doesn't get warm from the fire.

I found just setting the temperature to the same or 1 degree higher then the current temp, it will cause the fan to operate at a low speed.

Bav, this particular remote is not compatible with home automation sorry. Regards, Jeff

What technology is the remote control?

Get in touch with real flame. They fixed a similar problem without charge. You have to keep onto them. Don't try and fix it yourself .

I was pleased with my end results .

Hope this helps

I'd say its RF ( Radio Frequency) in any case with the Broadlink RM Pro which can be found on Ebay you would be able to incorporate it into smart automation and control the unit from your phone.

I still love our Real Flame Landscape gas fireplace. Our Real Flame Landscape gas fireplace is located in an open plan room - lounge, dining and kitchen area (approx 10 metres x 8 metres). The gas fireplace heats this area without any difficulty at all. This is the only heating we have in the house, so we have been pleasantly surprised to find that this gas fireplace heats the remainder of the house (comprising 3 large bedrooms) too. Almost everyone who came into our house over the Winter months commented on how beautifully it was heated. Our house was a new build rather than a renovation - I suggest checking with Real Flame as to whether there are any particular requirements (re: gas, flue or wall size) if including in a renovation. The people we dealt with at Real Flame were very helpful. Good luck.

Hi Leonie

It was approx $6,000 but that was 3 Years ago and no exactly sure. But very happy with it.

Regards Adam

Hi Leonie - I purchased it about 12 months ago. I think was around $6,000 but I think that was on sale or included a discount. Very very happy with the gas fireplace. Looks good and heats the house beautifully. Worth every cent.