If your Heat Surge unit is under warranty, please call customer service at 1-800-924-7964 to verify and obtain a warranty authorization number prior to visiting the service center. Thank you!
Use this form to search for Heat Surge locations. If you are looking to buy a unit, select "Authorized Dealers" below. If you would like to find a service center for parts, select "Service Centers".
How to achieve optimal heat performance in the new EV-3 Roll-n-Glow
One of the newest features is a digital thermostat that can be set to your desired temperature between 58 and 88 degrees. Because all homes and rooms are different in regard to hot spots, cold spots and drafts due to windows, furnace vents, and appliances, you may experience a time when the fireplace reads 88 degrees and the heat turns off yet you want more of the bone soothing Hybrid-Thermic heat.
In these instances, the fireplace was designed so that you can over-ride the maximum setting of 88 degrees and enjoy continuous heat regardless of the “set” temperature.
To set this uninterrupted continuous heat mode, simply press and hold the thermometer button on the fireplace or remote control for 3 seconds. The fireplace will “beep” and provide you continuous heat beyond the “set” temperature setting. Turning the fireplace off and back on will return it to the standard mode.
If your heating unit shuts off unexpectedly
Be sure the power cord is plugged into a working electrical outlet.
Check for any obstructions. If you find one, turn the heating unit OFF and unplug it. Wait at least 10 minutes to allow the heating unit to cool completely before removing any obstruction. When done, plug in the heating unit and follow the Operation Instructions.
Push the ‘Reset Button’ located on the top left section of the back of the unit. This button resets the built-in 15 amp circuit breaker. This feature protects the unit from any electrical surges that may occur.
If your heating unit tips over:
Set the unit back in its upright position and check for any damage. If damage is detected unplug unit and contact customer service for further assistance.
The unit automatically shuts off when tipped over. If no damage is detected, push the power button to turn the unit back on.
If your fireplace does not illuminate properly:
The light bulbs may have vibrated loose and need to be tightened.
Refer to figures 2 and 3 on back to check and tighten the light bulbs.
Banging noises coming from lower half of fireplace with possibility of diminished or no flames:
Unplug fireplace from electrical outlet.
Let light bulbs cool for 15 minutes.
Remove front lower cover on front of fireplace below logs. Two screws must be removed.
Flame tube might be visible on left side. Grab left end of flame tube and push upward until shaft of tube is inserted into hole that is located in the center of the bracket.