Kevin
Where are you located? I have the 2100 and couldn't be happier. Would be happy to show you my install if you are in the central Michigan area.
As you stated, the rep I deal with is very helpful and knowledgable. I even went and picked mine up from there factory and everyone was very helpful there also.
I also looked at several other brands before deciding on Hawken, and customer service was one of my deciding factors.
They were quick to respond everytime I had a question.
One of the other brands I looked has a rep that lives about 2 miles from me, I called him to look at the stoves he had and he was to busy to show me their product and did not want to schedule a time.
Anyway, about 1 1/2 weeks later he calls me and wants me to drop everything and come look at his stoves. Told I just purchased one 2 days earlier and he starts raising his voice on the phone saying I never gave him an opportunity.
I am definitly glad I did not buy a BurnRite