Napoleon Fireplaces

Napoleon High Country stove insert NZ3000h-1
We purchased our stove in July 2021 at a cost of $10,000. In February 2024, we could no longer open the door to the draft which means we could no longer heat our house by burning wood.
The following are the details steps we have taken to date.
- We called the store to see how to fix the problem. They had never heard of this problem before and advised us to call Napoleon/manufacturer directly. We were frustrated that we werent getting any support. I decided to remove the front of the stove to see exactly why the draft door no longer opened.
- On February 5th, I called manufacturer and explained in detail what our problem was. I was told that the nuts in the draft door should be brass and they were NOT. In my books, this would mean manufacturer defect. He then proceeded to tell me that this problem was not under warranty. He was going to send us the brass nuts along with instructions on how to fix the issue, as there was nothing in the operation manual.
- We received a confirmation email advising us we should receive nuts and instructions in 3 weeks. To date (April 20th), we have not received anything.
This stove is our main source of heat and since February our electrical bill has increased by $300 monthly.
This company does not have a Representative/ repair person in our area to help with any issues. Since they say they have never encountered this problem before, they would send someone to the house to look at fireplace to determine next steps at $200 an hour (at our cost). They said they would pay a one time amount of $200 which would not even cover the gas for a service call.
It is unacceptable that a manufacturer defect is not covered under warranty. Also, the fact that they do not know how to fix the problem is ludicrous. In good conscious, I could never recommend Napoleon stoves to anyone, as I am extremely disappointed and very frustrated at his point. Our problem has not been resolved.
As far as giving them a rating, it would be negative.