So 12 years ago I paid R21 000 for installation of a new Closed combustion fireplace from Heatwave (now known as Fire Empire, ha)They were absolutely brilliant with the installation and assuring/addressing all my questions and concerns. Even told me about their amazing 15 year guarantee!!!!When I asked them what I can burn in my new fancy expensive fireplace, I was told anything you want, even anthraciteWhat is anthracite I asked - being the young and inexperienced fool that I am.Cue 11 years later...So, the glass broke, because the door is slightly bent - so every time I close the door, it strains the glass and the glass eventually gave way.Im sorry sir, the glass is not covered in our 15 year warranteeThe glass is seriously expensive by the way, so I resorted to filling the gap with some foil.The grate at the bottom eventually burnt through, and I wanted to replace that. Went to their premises, explained my problem and asked for a new replacement grate.We have NEVER experienced a grate failing like that, it is highly unusualYeah calm down lady, just get me a new grate*cricket noises* for years - they just never came back to me, ever.So I learnt to work around the grate issue.Middle of the night, the whole chimney assembly came off. Chimney came crashing through my ceiling, hole in the ceiling, hole in the roof.15 year warrantee right?Oh no sir, did you burn anthracite in this unit?Yep I did, as you recommendedOh No sir, we would NEVER recommend you to burn anthracite in this - therefore the 15 year guarantee is voidOK Fine, I buy replacement parts, and also get some new 125mm flue pipes.125mm flue pipes sir? sorry we only do 130mmOk, but you are the ones that installed the 125mm, pipes, its not like it was my choice.Oh yes, we do have 125mm, here is the quote!Go and pick up the 125mm pipes...Sorry sir, we only have 130mmBut you said you have 125mmYes, we did, but that was the factory that said that not us(there is no factory they import from China)So can you help me with 125mm pipes you installed or not?Sorry sir, perhaps you should go elsewhereOther than that, great service from this company, Until they have your money.