Stufa installation question

I'm not sure what he is wondering about payment of the technician but he will have to pay him. The rest sounds like a very Italian experience. Nothing untoward about it IMHO.

yes,we bought a pellet stove (with full guarantee) from a specialist store rather than DIY ,a technician came all the way from Brescia(we're in the marche) to "set the parameters"(?) on it's computerized function,and shortly after had to return again it cost us nothing as the purchase along with full guarantee included this service. i think your friends story is more about appropriate purchasing.In any case they should go to where they bought it (hopefully they haven't paid everything yet(?) (never pay everything until you see it "up and running"and demand they send a tecnico at their expense,IMMEDIATELY threaten them with legal action (even if they haven't (yet) got a lawyer.This can be done nicely at first getting heavier.The store not to have further trouble may well simply send them a tecnico without cost and give them the due guarantee.Tell them only buy simple things from that kind of store DIY is definitely a no way or this kind of complex expensive article.

As Sebastiano rightly says, if you are coughing up €1k+ for any item, get it from a store that specialises or is an agent for that equipment. It may seem like you are getting a good deal by buying it from a DIY type store but if it goes wrong you are usually left in the middle between the store and their supplier, neither one wishing to take responsibility.

Thanks so much everyone.  I have forwarded my friend your messages.  Hopefully he will be able to sort this out.