Bought a Studio 4 fire in June 2025. In December 2025 fire developed a fault which was a loud noise coming from the flame effect. Reported the fault as per the website instructions including a video which captured the loud noise.I received no reply from Evolution Fires customer service. I telephoned the company and spoke to customer service. I was informed that the fire would have to be returned to them so that it could be examined to ascertain if there was a fault, even though the audio on the video made it very clear there was a fault. The weight of the fire is approximately fifty KGS Now there is no way that I could do this and be sure that it would get to them in one piece. They didn't even offer to send packaging or any assistance to help with their ridiculous demand. Customer service is non existent, they ignore emails and telephone calls and just said that you have to send the fire back. I have enquired with other suppliers of this type of fire and they all stated that if their product became faulty in the warranty period, a service engineer would be sent out to rectify the issue. So if you want piece of mind when choosing an expensive fire as these are. I would definitely not buy from Evolution Fires. I have since had the fire repaired at my own cost.As the old saying states "BUYER BEWARE"
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