am I wrong? customer service

Tim_61

Hi guys
looking over the instructions again. They state that if the unit is in boiler protection mode the green LED would flash, This never happened. Like I said if I remove power from the unit and use the manual adjustment dial I can get to and maintain the temp I want with small adjustments of the dial. The boiler return temp stay safe with the primary/secondary piping. I can't see anything other than the electronics of the valve not working right.
Thanks

My schedule for today. eat Turkey, fall asleep on the couch watching football. nice

Tim_61

am I wrong? customer service

I’m new to the heating business so I’m not sure what to expect.
I have a Taco Iseries mixing valve that does not seem to work properly. I purchased the valve last winter but am just now installing it.
I called Taco on Monday asked for Tech support, nobody at tech support to answer the phone, so I leave a phone # and ask for a call back. No one calls so I try again on Tuesday same deal no call back. Tuesday night.
I try to e-mail them. I’m sure they get their fair share of request for help that could easily be solved by reading the instructions, so I tried to spell out my situation clearly.
Here my e-mail
“Hello I'm having trouble with an iseries 3 way mixing valve.
I have a new valve I'm trying to achieve a setpoint of 140. The valve powers up and makes some adjustments, but does not adjust to the setpoint value, the manual adjustment dial always seems to end up at the 12:00 position. By using the manual dial I can adjust to any temp value I desire and maintain this temp with minor adjustment of the dial. This Indicates to me that the valve body a piping are not of concern.
If I make small adjustments of the setpoint dial 10 - 20 degrees there is no response from the valve. If I make extreme adjustment of the set point dial the valve make some small adjustments but does not move enough to achieve the new value.
-The thermisistor has the correct resistance values indicated in the manual.(changed it with a spare just to make sure)
-Power from the 24V transformer is @ 26V AC. No other devices on this transformer.
-The Iseries valve draws 0.36 - 0.41 amps. LED on the valve is steady green.”

By explaining what I have done to troubleshoot I hoped that after close to 3 days I would not to get a generic response like “did you read the instruction” or “are you sure you wired it right”
Well that’s what I got.
From Taco “Perhaps the valve is doing boiler protection? If the valve is trying to protect the boiler and the return water temperature is below the minimum temp set on the valve it will not allow flow into the radiant loop until that low temp rises above the min setpoint. See attached intuitive document to help you understand the I-valve better.

So I replied “ why would the valve act this way if I don’t have a sensor wired to the boiler protection lugs.

They reply with a direct phone number and extension to call in on. So I call within 1 min. of receiving the e-mail. I get voice mail, I wait a couple on minutes try again and get voice mail, so I leave my number, well no call back.

Am I wrong in expecting some help?

I recently had trouble with a Retrotec digital manometer. I called, they answered, a little troubleshooting over the phone. They tell me the tool is defective and will send out a new one right away. Included in the box will be a return shipping label for the defective unit.
That’s what I call customer support!

Thanks Tim

Unknown

Taco,,,

Has always been good about this stuff with me. I suspect between the holiday this week and being very busy this time of year they may be a little off the mark. Try again Friday and then again Monday to see if results are any better.

TimS

taco

I don't know anything about iseries mix valve. I am willing to learn some. Maybe then can attempt to help you? Are you using outdoor reset or just setpoint mixing with out boiler protection? Is it a 3way or 4way mix valve?

Big Will

a lot of taco control products will run boiler protection unless you change the settings to omit it. I have used their pump block and x-block and both have this control set up.

TimS

Tim

have you seen this video from taco learning channel?

John White

customer service

Tim,
I appreciate the comment and concern. I will take up the issue on Monday when I return. We have worked really hard to try to be the best customer service company in the business, as I obviously view that as a huge value added to our operation. I know that we are really overrun at certain times of the year, and this is one. But there is no excuse if you are not serviced to your expectations(or mine,) and I will check things out.
Again, I really appreciate the feedback.
jw

tim smith

Tim, I don't know if you are aware who just replied to you

a few posts down from this post here. That is John White, President & or CEO of Taco Co. I still am amazed Mr. White that you take the time to respond here and I hugely respect you for that. Tim Smith.

Mad Dog_2

I don't recall any other manufactures OWNER'S responding here

JW will take care of this. Mad Dog

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Brad White_202

Amen. He means it.

It is hard to find ANY company head with his ear to the ground and finger on the pulse of the market -and his customers- like John White.

He knows that your success and his success are intertwined and leads by example. Another facet of this industry for which to be thankful.

(Edit: We are not knowingly related.)

burnerman_2

VERY HELPFUL

In the years I have been a tech. I have called many hotlines. I am thankful for that person on the other end of the line that most times comes to the rescue.

Tim_61

Boy I sure didn't think I'd get a response that far up the ladder. Thanks, John for being in touch with the little guy.

Thanks to everyone else for taking time to respond

Tim_61

Yes Gerry, Nothing new there but I appreciate your input.

Tim

nicholas bonham-carter

hear,hear

you hit that one on the head,brad! what do you mean "not knwingly"?
it is as if you pros are writing the paychecks for the employees of every company you buy from. smart companies will realise which side of the bread the butter goes on.
this is an example of the highest standard of customer dervice, such as i used to see in IBM and COMPAQ in my old computer service days.
let us all relate on an ongoing basis which companies are doing such a good job, so they will know our appreciation and continue!
it's also good to know that those quality operation companies monitor the wall for information.--nbc

Brad White_204

\"Not Knowingly\"

just means that John and I share the same last name and are probably both Swamp Yankees (hey, I never actually asked him), but at least now are not knowingly related to one another.

So it is not like I was throwing praise at my brother or cousin or anything, even though every word is meant.

Weezbo

i series R i series S

Tim i often use the i series S two way zone valves for setpoint control and for the most part the three and four way for Reset there are dip switches on the side of the valve that you can chose perhaps therin the difugalties arise..some things look different to the minds eye..i went to a job a few weeks ago after a two way was set for reset buh it wasnt working right i changed the dip switches to mirror the ones previously selected and it immediately began to function correctly.. it could happen..might check...

ScottMP

Tim

where did you locate the supply sensor ?

Do you have the boiler sensor connected and where ?

Are you mixing out of the correct port, C port ?

Is the power head located over the supply port ?

Scott

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Tim_61

Scott
Your first 3 suggestions, sure I got those right, but your 4th . I guess I’m the dummy who can’t read instructions.
Just like I said in my original post “I’m sure they get there fair share of request for help that could easily be solved by reading the instructions”. The instructions clearly state the power connectors must be over the supply port to ensure proper flow.
If you put the actuator on right the thing works like a charm.

John and the folks at Taco: While I thought I had thoroughly checked my work before I called for help, evidently I missed something simple.
As far as customer support goes, I would have felt better if you had a system in place that in the event you are to busy to handle the call load, maybe some sort of call back system (even a computerized message) at the end of the day to give status and to at least acknowledge that you received my call and will get back to me.

Thanks everyone
Tim

John White

call backs

Tim,
Thanks for the last suggestion. As I said earlier, we'll discuss this Monday. I always appreciate the input and suggestions. Remember, It's all about you.
Now, where is my long lost brother Brad.......

Joe Mattiello

Customer Service

Hi Tim
Thank you, for taking the time to express your disappointment with the Taco Tech support group. Taco prides itself on customer service and having 5 technical support engineers available to help our factory representatives, field technicians, and homeowners alike. The level of service is the same for the end user with a single Taco 007 pump, or a multimillion dollar Taco representative; we try not to discriminate based on volume of sales. Actually, when addressing an incoming call, or facilitating an e-mail we have no idea who the customer is.

Historically, this time of year is extremely challenging because of the high volume of tech of calls. The length of the calls have also increased placing additional demand on the Technical support team, because of the new innovative products with built in controls like the I-valve, Radiant Mixing Block, X-pump block, variable speed circulators, variable speed controls, two boiler staging controls, and now the new solar products.

Unfortunately, troubleshooting an I valve, or one of these other products mentioned through e-mail is more time consuming and can become very frustrating trying to diagnose the problem without covering some detailed information that might not be so blatant in the e-mail.

Tim; your correspondence posted on the wall appears to be from me. I did give you a possible solution based on the symptom, and gave you a technical document Taco published to help customers understand the products better. Additionally, I gave you my contact information to call me directly so we can discuss further your issues with the I-valve. Apparently, your call was redirected into my voicemail, which admittedly I might not get to until I have an opportunity. Normally, I tell customer to hit 0 to be redirected the receptionist and page me, to avoid my voicemail.

Hopefully, your expected level of customer service from Taco has not been compromised beyond the point of repair. I personally apologize and will try to do better in the future.

P.S. Johnny White President and CEO of Taco will police this site faithfully, and is committed to service customers who continue to patronize Taco, and everything we believe in. Johnny, talked to me first thing this morning, and asked me if we can do anything to improve customer service.