I had the back brick glass break on my Montana that I bought used. I contacted Dimplex, explained I was not the original owner and wanted to order the part. Customer service asked me what the serial number was on the unit and when I gave it to them they said even though I did not buy the fireplace, it was still under a two year warranty and shipped me the replacement glass at no charge. I had a very good experience with them. I would try to contact them again as your unit should be under warranty from them. You may have gotten a less than stellar customer service rep when you called. I am confident, based on my experience, they will stand behind their warranty. After all, who warranties glass in a box that shakes and rattles going down the road? Dimplex did.
Neverhome
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