The current environment makes normal business hours impossible, so we will be working to serve our customers by phone and by appointment. Call the store phone at 585-385-2420 and leave a message and we will contact you when we are in. There are a number of links and videos on our web site to help you shop and trouble shoot issues. The main problem we see during storms is relighting pilot lights and changing batteries in remotes and receivers without then teaching them to talk to each other again (re-sync).
Go to CricketOnTheHearth.com or the manufacturer’s web site for more help.
Also, before any storm, make sure to set your unit in the constant pilot setting (CPI) versus (IPI), then you won’t have to pull out the extra battery pack in a power out and the unit will fire right up because the draft has been properly maintained!
Stay home and enjoy the fire!