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Customer Q&A with Product Specialists
A G.
from cedar crest nm 87008 asked:
If I replace the empire heater with the same model wall heater do I have to replace the vent tubing that goes through the roof?
You should replace the venting with the unit. It is recommended.
Answered by:
Owen O.
Gary W.
from wv asked:
my Empire stove pilot light keeps going out. What could be causing this?
Your thermocouple is likely not recognizing the pilot flame which is causing it to go out. You will want to clean the thermocouple with a piece of emery cloth or high grit (1000) sandpaper. This may resolve the issue. Another issue that could be causing this is the connection point between the thermocouple lead and the gas valve. Depending on your fireplace, there may be either a pair of lead wires or a solid copper lead that is held in place by a nut. Either way, loosening and cleaning the connection point at the gas valve will often make a difference, as excessive voltage drop can occur at this location and cause the pilot to drop out.
Answered by:
Tyler M. - NFI Master Hearth Professional
Ann S.
from knoxville, tn asked:
I have an older fireplace with a V-vent that I have not seen before. It runs on natural gas, has a pilot light, and has dated logs. Can I remove it and replace it with a gas or electric unit?
Yes, an older gas fireplace can be removed and replaced with a new gas or electric unit. The right approach depends on how your current unit is installed. Is it a factory-built (prefabricated) metal fireplace framed into the wall, or a gas log set or insert inside a brick or masonry fireplace? Look for the rating tag on the unit, which lists the brand, model, and serial number, so we can identify exactly what is installed.If you remove a factory-built fireplace and install a new one, you will need to replace all of the existing vent pipe with the venting specified for the new unit. Exact size matches are rare, so some re-framing and re-finishing around the opening is usually required. Because we cannot identify this older gas appliance yet, we recommend having a local NFI Certified technician inspect it on site before removal: find an NFI Certified Pro near you.You can browse our Gas Fireplaces and Electric Fireplaces. If your fireplace is masonry, our Gas Fireplace Inserts and Electric Fireplace Inserts are the usual replacements. You can also use our Virtual Fireplace Assistant to walk through your options step by step.If you reply with whether the unit is framed into the wall or inside a masonry fireplace, along with the model tag details and opening dimensions, we can recommend specific models.
Answered by:
Tyler M.
on Nov 02, 2026
Dennis A.
from South Carolina asked:
I had an installer from Summerville, SC last year. He was supposed to return to fix one issue. Do you have an installer named Kevin Smith?
We're sorry for the inconvenience, but we are an online-only store and do not have installers or service technicians. The installer you worked with in Summerville, SC was not part of our team. We recommend contacting that installer directly to complete the remaining repair. If you're unable to reach them, you can find a certified hearth professional near you through NFI Certified Pros. Once you have a local provider, we're happy to help with manuals and quotes for available parts. Just reply with your Empire unit's model and serial numbers and your shipping zip code.
Answered by:
Kathy O.
on Oct 26, 2026
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8 Questions and Answers
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