How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Michael Your Own Question

Michael
Michael, Customer Service
Category: Appliance
Satisfied Customers: 9484
Experience:  I have been an appliance repair tech for over 30 years and will help you solve your problems.
11519491
Type Your Appliance Question Here...
Michael is online now

My Dimplex Electric Horton HTN20 MK11 Living flame has stopped

Customer Question

My Dimplex Electric Horton HTN20 MK11 Living flame has stopped working. It still lights up but there is no flame effect. Can you advise me of the necessary part and how it is fitted. I do have experience with electricity as a telephone engineer but obviously not with electric fires.
Submitted: 2 years ago.
Category: Appliance
Expert:  Michael replied 2 years ago.
I am Tech Michael, I am sorry to hear that.
Please be patient as these are technical issues and I want to guide you the best way possible to save you money and time;-)
Please remember these are technical issues and may require some back and forth conversation to sort this out.
Have you checked the pump or replaced the nozzle as of yet?
Thank you
Tech Michael
Customer: replied 2 years ago.

Not sure what you mean. This is an electric fire, I'm mot aware that there is a pump in it. Can you kindly explain?

Expert:  Michael replied 2 years ago.
Harry,
my error the model # ***** up as two products Dimplex sells.
How old is your electric fire
Thanks
Tech Mike
Customer: replied 2 years ago.

Thanks . It's 4 years old

Expert:  Michael replied 2 years ago.
Your welcome Harry,
will the fan run or any other parts?
Also did this fail while running or just wouldn't turn on the flame one day?
Thank you patience.
Tech Michael
Customer: replied 2 years ago.

Everything is working, the bulbs light, fire heats up, etc. The only thing that does not work is the living flame effect. We first noticed it when we turned it on.

Expert:  Michael replied 2 years ago.
Thanks Harry,
So the fan does run?
Its an important thing we need to know;-)
Thanks
Tech Mike
Expert:  Michael replied 2 years ago.
Are you still here?
Thanks
Tech Mike
Customer: replied 2 years ago.

The fan appears to be working

Expert:  Michael replied 2 years ago.
Thanks Harry, do you have some tools to disassemble the unit a bit?
Also a meter will be needed. We need to determine if there is low voltage or a failed part not sending power to the unit that powers the flame effect. I will help you until we can be sure what part you need;-)
Tech Mike
Customer: replied 2 years ago.

I do have a testing meter and the necessary tools. It will probably be weekend though before I can get round to testing but thanks help.

Expert:  Michael replied 2 years ago.
Thats Ok Harry, I will be here then, we will go over the system to see what part has failed and needs to be replaced. Also I will let you know the best place to get that part.
I will stick with you until this is fixed, please don’t forget to rate my service to you before you close this page. I will be available to you at no additional cost , you can then get in touch with me anytime by simply replying to this message.
Thank you and have a great day Harry.
Tech Michael
Michael, Customer Service
Category: Appliance
Satisfied Customers: 9484
Experience: I have been an appliance repair tech for over 30 years and will help you solve your problems.
Michael and other Appliance Specialists are ready to help you
Customer: replied 2 years ago.

Mike

Further to your help last week. I did test and cleaned and tightened the various parts and surprise, surprise, it worked when i put it back together.

Thanks help, we were practically becoming pen pals!

Regards Harry

Expert:  Michael replied 2 years ago.
Thats great Harry, a lot of the time because the unit can draw a bit of current the connections become loose and corroded so tightening them can fox this;-)
Let me know if you need me further;-)
Thank you
Tech Michael

What Customers are Saying:

 
 
 
  • You did one super job of explaining to me everything there is to know about this fridge. I'm looking forward to asking you questions in the future. Jimmy
< Previous | Next >
  • You did one super job of explaining to me everything there is to know about this fridge. I'm looking forward to asking you questions in the future. Jimmy
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Rob

    Rob

    Home Appliance Technician

    Satisfied Customers:

    420
    20 yrs. experience with a major worldwide manufacturer.
< Previous | Next >
  • http://ww2.justanswer.com/uploads/RO/royzee1/2012-10-11_16153_serviceengineers.64x64.jpg Rob's Avatar

    Rob

    Home Appliance Technician

    Satisfied Customers:

    420
    20 yrs. experience with a major worldwide manufacturer.
  • http://ww2.justanswer.com/uploads/NE/needapplianceparts/2012-11-9_15310_rickcannon.64x64.jpg Appliance Parts's Avatar

    Appliance Parts

    Home Appliance Tech

    Satisfied Customers:

    82
    Appliance tech since 1992. Factory authorized
  • http://ww2.justanswer.com/uploads/JG/jgrella16/2011-9-12_73730_justanswerheadshot.64x64.jpg Jon's Avatar

    Jon

    Home Appliance Technician

    Satisfied Customers:

    1535
    Home appliance technician with over 12 years experience.
  • http://ww2.justanswer.com/uploads/SE/secondhandheaven/2014-11-23_141828_lge.64x64.jpg George-Allsorts's Avatar

    George-Allsorts

    Home Appliance Technician

    Satisfied Customers:

    1123
    A whitegoods technician with 30+ years service in Domestic Appliance Service & Repair, and General Mechanical & Electrical Repair
  • http://ww2.justanswer.com/uploads/RE/repairman4734/2011-5-21_171048_FarrellPic.64x64.png repairman4734's Avatar

    repairman4734

    Home Appliance Technician

    Satisfied Customers:

    684
    Thank you for your question, it is appreciated
  • http://ww2.justanswer.com/uploads/drcool299/2008-12-16_113651_francis.jpg drcool299's Avatar

    drcool299

    Home Appliance Technician

    Satisfied Customers:

    22
    I have been an Appliance tech for the past 15 years. Worked on most of the branded appliances.
  • http://ww2.justanswer.com/uploads/AS/asterixt/2015-8-31_143917_pic.64x64.jpg Michael's Avatar

    Michael

    Customer Service

    Satisfied Customers:

    2970
    I have been an appliance repair tech for over 30 years and will help you solve your problems.