The new stonewick Platinum wick is so easy to light that some people just can't figure it out. They just think it is like lighting the old stone wicks. They failed to read the instructions.
They tried lighting the top, they have tried using matches, they even have soaked the head. That is not it.
It is easy just heat the screen that surrounds the wick. Use a wind resistant lighter for a quicker light. It should only take a few seconds Just spin the lamp around so you can get an even heat around the screen. With a new wick it can take as little as 5 seconds to light.
If you have trouble lighting it still make sure the screen is not touching the top of the wick.
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