Frequently asked questions

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We’ve categorised the most common questions our dealers and reps are asked about the Metro product range. Click on one of the categories below to display the Q&A for that category. If you’re unable to find an answer there to your question, please drop us a line using the contact form at the top or bottom of the page.

If your question is about a Metro wood fire, you should be able to find the answer here. If you don’t find the answer you’re looking for, please send us an email.

If your question is about Metro ECO Flue systems, you should be able to find the answer here. If you don’t find the answer you’re looking for, please send us an email.

If your question is about heating accessories, you should be able to find the answer here. If you don’t find the answer you’re looking for, please send us an email.

If your question is about anything else Metro, you should be able to find the answer here. If you don’t find the answer you’re looking for, please send us an email.

Frequently asked questions

The kW rating detailed on the compliance label is a test procedure requirement and comprises of an average of “as tested results” across all appliance operational settings. During efficiency testing as part of AS/NZS 4012:1999, the independent testing facility runs several tests on low, medium and high burn settings which determines the 'average' heat output of the appliance. It is this calculation that is required to be detailed on the compliance label along with other “as tested” information as per the test standard requirement and another local territory authorisation body. During an additional test the appliance also achieves a peak heat output and this kW rating is what all manufacturers detail within their marketing material.

Installation costs vary depending on your location and the installer you decide to use. All of our Metro dealers, can recommend a qualified installer, and some of our dealers have dedicated installers on staff. Council fees also vary throughout the country. Your local Metro dealer will be best to advise you on both Council costs and installation costs.

We have a nationwide network of dealers who we support that sell our range of wood fires and heating products. We do not sell direct to the public, but we have an annual 'factory direct' sale which is held over four days at the Mystery Creek Field Days, and this is the only time you can buy directly from the manufacturer.

Yes. All freestanding Metro wood fires only require an ash hearth (floor protector) made out of a non-combustible material. We have a range of floor protectors in sizes, trims and tile colours which can be laid directly over your existing carpet for quick and easy installation.

Providing your fuel is properly seasoned, under normal operating conditions the air-wash design of the Metro's firebox will keep the door glass clear. If the glass requires cleaning you may use either a razor blade scraper or you can dip some wet newspaper into the cool ashes, and then use this to clean the inside of your door glass.

Hair-line cracks are not uncommon and are a result of the intense heat within the Metro's firebox, coupled with mechanical damage caused by accidental impact when fuel is being loaded. However if the side bricks become cracked to the extent that they start to break up, they must be replaced.

Metro wood fires generate much more heat than is needed for one room, but unless your house is very open-plan or has internal door openings which go right up to the ceiling, the excess heat will not easily get to other rooms. Heat transfer systems are designed to move warm air from one room into one or more other rooms. A heat transfer system removes heat from within the source room to distribute it to other rooms within your home. You will need to ensure that your wood fire is big enough to produce the amount of heat required for both the living area (source room) and the additional rooms you want to heat. Your Metro dealer can advise on a suitable model and kW output to suit your home and requirements. Metro offer premium quality heat transfer systems that will easily heat your entire home. The Metro 3 Room Heat Transfer System has a maximum airflow of 910m3 per hour, with a 3 speed controller operating a mixed flow fan that produces minimal noise during operation. Don't be fooled by cheaper systems that claim to offer the same performance at half the price.

Yes. All Metro's are designed to enable cooking of soups, stews and casseroles etc, and your Metro will easily boil a flat bottom stainless steel kettle. The radiant style wood fires have a dedicated cooking top enabling large pots to be placed on the cook top, while all other models have a lift-off grill. Metro's supplied with a lift-off top grille have this feature to enable the grill to be removed for cleaning if you have a spill. This grill must be left on for cooking, because if removed the wall temperatures next to the appliance may become excessive and the top of the firebox is generally too hot to cook on directly. If your Metro has the silver satin finish, or high gloss black finish it is not recommended for cooking on.

Flue systems should be checked annually with the flue pipe being swept a minimum of once a year, or as required during the winter season. If smoke enters the room when you open the Metro's door this usually indicates the flue pipe is becoming restricted and needs cleaning.

There may be several reasons why this is happening. If none of the below remedy the issue, please contact your local Metro dealer for assistance.

Fuel quality: Ensure the fuel you are burning is correctly seasoned and has moisture content of less than 25%
Operating error: Always open the air control fully before you reload any fuel and always open the door slowly.
Flue pipe: Check your flue pipe joints are sealed correctly. Any bends and horizontal section of flue pipes will restrict the updraught of flue gases. If a flue pipe is too short it may not create enough updraught for the fire.

Modern wood fires need to be operated hard and fast, more so than low and lazy to ensure the firebox and flue pipe runs hot and efficient. If the fire and flue pipe is up to temperature it will perform extremely well, the smoke will draw up the flue pipe with ease, and the fire will produce good amounts of heat. If the fire is operated on low a lot of the time, the door glass will run black, the flue pipe will tend to block up more frequently, and the fire will end up smoking into the room when reloading fuel. It’s better to have a small fire running hard and fast, rather than a big fire running low and lazy.

A flue shield is fitted in almost 90% of all freestanding fire installations. This allows installation closer to the wall as it reflects the flue heat back into the room. All Metro wood fires are tested with the Pioneer Double Flueshield fitted. There are instances when you can install your Metro wood fire without a flueshield, please refer to AS/NZS2918:2001

Metro's range of wood fires are just that. Wood fires. Coal is not suitable as fuel for your Metro.

No. Only dry well seasoned timber should be used. In New Zealand, copper, chromium and arsenic (CCA) are used to treat timber. Burning treated timber is corrosive to the steel in your firebox and there are risks to your health with the vapour from treated timber (when burned) remaining in the air contributing to air pollution.

Hairline cracks are not uncommon and will have no adverse effect on the operation and performance of your Metro wood fire. If the promet starts to break up and pieces fall into the firebox it must be replaced.

No. There is no need to turn off the power as the water cylinder's thermostat will switch off once the wood fire has heated the cylinders water to temperature.