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Changing bulbs on my electric fire?

I have a Dimplex Adagio electricl fire, model no. ADG20. I need to change the bulbs that operate the Optiflame effect and have contacted Dimplex as I cannot see how to do this. They told me that you simply lift off the fuel-effect plastic cover and replace the bulbs which are under it. However, I cannot lift it off. Please don't tell me it's easy, because three friends have tried too, and none of us can do it. Their manual is not helpful; it states "remove coals and lift off plastic fuel-effect cover" but it doesn't tell you how. Please help!
barbara, October 2010
there is 2 finger holes in the top middle of the fuel effect,make sure there are no pieces of coal wedged around the outside edges of the plastic.if it still won't pull up try gripping the 2 holes with a pair of pliers and pull up in jerky movements.

steve.e, October 2010
link Click here to see other fixes for Dimplex.