Olympia Fireplace & Spa

Hello, First of all I want to say that I'm sorry that Mr*** has had to have us come out so many times to try and solve the flickering light issue with his fireplacesIts always a pain to schedule time from our busy life's to meet service people I know
I'm told By Jayson our service manager
that the fireplaces and the remodel at Mr***'s home turned out real nice and everything works great except for the LED light accessorySo we replaced some of the parts in the unit to see if that would solve the problem all under warranty of courseBut it didn't stop the flicker We called the engineers at Heat and glow to help us and between them and and our service department the problem with the LED lights has been determined that the power supply for what ever reason Is what the engineers have called "Dirty Power"To check this theory we hired US electric to help us and they brought out a clean power supply device and plugged it in to the fireplace and low and behold no more flicker
At that point we suggested Mr *** talk to the power company to see if they could find a way to supply him with a clean power supply and also got a quote from US Electric to conduct more tests if he would like so that it might help when talking with the power companyIf there was something wrong with any of the components inside the fireplace we could repair them without removal so Mr*** should not worry about any cost involved there

Complaint: [redacted]I am rejecting this response because:
The response from Olympia Fireplace and Spa (OFS) brings us no closer to a resolution. I still believe it shouldn’t be the consumer’s responsibility to research and pay for tests that may or may not diagnose the problem and then have to take those tests to the power company.  I do not have the electrical knowledge, expertise, or evidence to call my power company and tell them they are providing me ‘dirty power’. At this point, I haven’t even been told what electrical test is suggested or what I should tell the power company. As stated earlier, the manufacturer’s engineer, Charles M[redacted], wanted to immediately fly out to my home to perform tests as soon as he was aware of the issue but was denied by management. As stated in the reply, OFS did perform a ‘clean power supply’ test where they hooked up a power supply directly to the unit. This is an example where it may work in the lab, but not if the field (not direct super clean power). Since my initial complaint, I have found a youtube video about with the exact same issue, with the exact same Heat and Glo unit (6000clx). The video poster, [redacted], stated “the manufacture diagnosed the problem and the unit was repaired at no cost”.  https://www.youtube.com[redacted]    I haven’t talked to [redacted], but nowhere did he state that the LED flickering was a result of dirty power.  The question remains, who is responsible (the consumer, the manufacturer or the sales company) for diagnosing why 2 new fireplace units do not work correctly?
Sincerely,[redacted]