DEAR SUN SPOTS: When you buy a product and you find out it is defective, you return it to the store. Aren’t you entitled to a full refund if it is still under warranty?

What I got from the fireplace store was the cost they were paid by the company minus their profit, which they kept. I feel they are taking advantage of a widow. Thanks. — Mrs. S. via email

ANSWER: Sun Spots called the store where you purchased your pellet store and received the following response:

“This is a difficult case. The product in question is a pellet stove designed much like a window-mounted air conditioner. We purchased two units; this is the only one we sold.

“Mrs. S. purchased the unit in December 2011 and used it for the 2011-12 heating season. She contacted us in October and asked about cleaning the unit, and we told her the manual has the service information.

“We also offered to service the stove, but there is a fee for such service, which she was unwilling to pay.

“At some point after that the stove started not running well. Mrs. S.’s son-in-law took the unit out and left it on the front lawn. Apparently there was still a fire in the burn pot, and the fire spread to the rest of the stove.

“What makes this so difficult is that once someone purchases a product from us, we have little control over what the customer does with it. All pellet appliances require a diligent cleaning regimen to insure proper function of the stove.

“The manual for this unit covers the maintenance schedule as well as what to do. The manual also warns the consumer of what can happen if the unit is not cleaned regularly, including void of warranty.

“We refunded Mrs. S. $1,196.25 in the form of a check, which is the amount we received as a credit from our distributor.

“The manual states clearly that improper cleaning can result in void of warranty, and it took several phone calls to get the credit. Mrs. S. used the stove for the first winter with no trouble being brought to our attention.

“The unit is popular because of its low cost and ease of installation. Mrs. S. used it for almost a year, which provided some value to her.

“We have served Maine for decades. We are proud of our reputation and will continue the hard work that is required to maintain it.”

Sun Spots is very sorry for both Mrs. S. and the store for having undergone such a disappointing transaction.

Many people are looking to wood to avoid the high price of oil, but while both traditional wood stoves and pellet stoves have lower fuel costs, they require considerable effort that a propane or oil furnace do not. Please consider whether you have the necessary skills, physical strength and time to deal with wood as a fuel before you buy.

DEAR SUN SPOTS: On a rainy day getting out of my car with my umbrella, library card in pocket, library books in plastic bag and change for the parking meter, I left my pocketbook with keys and cellphone in it in the car, but didn’t realize it until I had taken my books in the library and picked up three more.

When I returned to my car, I found I was locked out. Looking around for someone to inquire how I could get help, this young lady passed by and I told her my dilemma. She quickly took her iPhone out of her pocket and called AAA for me.

Unfortunately, they couldn’t help me as my husband’s name was on the form and he’d just gotten out of the hospital after a 35-day stay and couldn’t drive yet.

My angel told me she’d drive me home to get another set of keys. I’m a complete stranger to her!

When she returned me to my car, she waited to see if I got in safely. My eyes were watery and my heart was filled with gratitude for this wonderful young woman who took the time and much effort to rescue me. I won’t soon forget my angel, Amber.

I thought your wonderful readers would enjoy reading about this awesome deed. — Joan via email

This column is for you, our readers. It is for your questions and comments. There are only two rules: You must write to the column and sign your name (we won’t use it if you ask us not to). Please include your phone number. Letters will not be returned or answered by mail, and telephone calls will not be accepted. Your letters will appear as quickly as space allows. Address them to Sun Spots, P.O. Box 4400, Lewiston, ME 04243-4400. Inquiries can also be emailed to [email protected].