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what manufacturers do you think have the best / worst customer support / tech support

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mikedo
mikedo Member Posts: 213

just wondering lately ive been getting my but kicked by horrible support and the supply houses all now dont want to do anything till you talk to the manufacturers

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  • Big Ed_4
    Big Ed_4 Member Posts: 2,833
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    Good tech support would be costly ……..

    There was an error rendering this rich post.

    DerheatmeisterGGross
  • mikedo
    mikedo Member Posts: 213
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    ive had pretty good luck with moen and kohler. not a big fan of navien but there tech support is open 7 days i think and now you can facetime them

  • psb75
    psb75 Member Posts: 863
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    Rinnai is good. So is NTI out of Canada. I just had a very good experience with Bradford White getting a new motherboard for a heatpump water heater. Thanks John! Lochinvar has also been good.

    Intplm.
  • Intplm.
    Intplm. Member Posts: 2,084
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    I have found that any manufacturer that hires a different company to handle tech support is doomed. Sadly I have come across a few and as a result, have stopped using and or recommending their products.

    The ones who keep it in there company are most successful.

    Derheatmeister
  • psb75
    psb75 Member Posts: 863
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    Intplm you make a good point. It's hard to tell when a company has outsourced this function—from my perspective in the field. All I know is that I got a motherboard next-day, on my doorstep. And that fixed the problem. Thanks Brad. White! I have had annoying experience with Triangle Tube.

    Intplm.
  • Derheatmeister
    Derheatmeister Member Posts: 1,572
    edited July 6
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    I do not want to be negative But…

    I do not look for Tech support from the Supply Houses so i have to deal with the Manufacturer directly

    Viessmann-What really bothers me is when you call for support just to have to get into a cue…This can sometimes take a couple hours for them to call you back.By the time they call you back you no longer need the support or you need to reschedule the visit…Big Tip…Text or Call in with the Model and Serial number before you even leave the Office to save time.

    Tekmar-They started to outsource which can be painful when the supporter has to read the instructions vs. allready knowing the product and the anwers off the top of their head.

    Triangle Tube..Stopped Selling them due to the Attitude and started to replace them with Lochinvars Have not called them for support in years so i would not know if they improved or had an Attitude adjustment.

    Lochinvar- The anouncer sounds very unproffesional..maybe he should be singing a country song…He gives you the option for a callback by pressing a button..You can press this button all day long without success.Finally after waiting for an hour someone with a Headset may pickup the phone while they are in the backyard of their home maybe playing with the dog.

    Lately Tech support for Lochinvar has become better.🙂

    Caleffi- Fast,Educated Support.😊

    I wait to see how Artificial Unintelligence is going improve Customer support. 😐️

  • mikedo
    mikedo Member Posts: 213
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    ive had insinkerator reading me the instructions. i said if your not familar with the product you cant help me she hung up.

    ratio
  • HomerJSmith
    HomerJSmith Member Posts: 2,511
    edited July 6
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    Caleffi, Caleffi, Caleffi!!! Tops the list for me although I did have a problem with a 172 that just didn't flow right. I must have spent $1000 in time trying to figure it out, switching parts with another one, checking and double checking everything all to no avail. I like to know why things fail. I finally sent it back and got a replacement, that was a number of years ago. In the last month, I finally figured it out. There is a plastic check valve in the supply side of the volute and someone had installed it backwards. I didn't know that as there wasn't a internal diagram showing the innards. Sometimes wisdom comes at a high price.

    If a manufacturer shines me on, I will never use that company's products again, come hell or high water.

    Most companies are stellar, like Caleffi, Laars, Lochinvar, and others. As my Dad always said, "The warranty is there to sell the product and never to be exercised." That's where the rubber meets the road.

    So often many parts on a product aren't available and the product has to be scrapped. We as a people have to get away from a 'Landfill' mentality, built-in obsolescence for profit. Resources are too precious. I think that a product should be required to make all components for repairs available for a length of time. But, whatta I know.

    LRCCBJbburdDave Carpentier
  • mikedo
    mikedo Member Posts: 213
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    did you send them a bill for your time ? i sent state water heaters a bill when one of there electric water heaters was built wrong for 600 dollars for my lost billable time they sent me 100 dollars and tech support said i could try to complian but the department that handles the compensation would never pick up the phone. tech support wasnt that bad but he was right about them never picking up the phone.

  • DanHolohan
    DanHolohan Member, Moderator, Administrator Posts: 16,568
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    A tip of my hat to the EK team.

    Retired and loving it.
    Robert O'Brienjringelszwedj
  • HomerJSmith
    HomerJSmith Member Posts: 2,511
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    mikedo, never occurred to me. Beside which, I never solved the problem.

  • Steamhead
    Steamhead Member Posts: 17,008
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    This. @Roger was very helpful when I encountered one for the first time.

    All Steamed Up, Inc.
    Towson, MD, USA
    Steam, Vapor & Hot-Water Heating Specialists
    Oil & Gas Burner Service
    Consulting
    szwedj
  • Robert O'Brien
    Robert O'Brien Member Posts: 3,548
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    To learn more about this professional, click here to visit their ad in Find A Contractor.
    jringelszwedj
  • Robert O'Brien
    Robert O'Brien Member Posts: 3,548
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    The local rep most often provides better support than a sometimes-distant manufacturer who doesn't know you beyond another voice on the phone. A good rep will make manufacturers look great.

    To learn more about this professional, click here to visit their ad in Find A Contractor.
    HomerJSmith
  • GroundUp
    GroundUp Member Posts: 1,957
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    I once had Lochinvar call me back almost 3 weeks later for something that I'd ended up figuring out myself on the day of. "No, I have not been standing in front of the unit for 3 weeks waiting for you to call." Otherwise though, most of the calls I've made there have been answered quickly and professionally. A couple not very friendly folks, but still 100x better than any other tech support I've ever needed.

    Derheatmeister
  • Teemok
    Teemok Member, Email Confirmation Posts: 570
    edited July 9
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    I have found over the years tech support varies greatly over time and company. How the person in the support seat feels about the caller makes a world of difference. I run into some insulting, belligerent, very unhelpful people. I have also learned a ton from tired, mildly indifferent and rude people. I don't care about any of that if they are good at their job, honest and have a genuine desire to help. They have hard, many times repetitive jobs, dealing with lots of ignorance and stress. Yes they are there to help the caller but they are really there to represent the company/ product and problems do exist that they can't or prefer not to even acknowledge. The product, the company, the caller and the support person make up the dynamic. Hard to standardize that. The best calls are hard a-typical problems, where mutual respect is established, theories and testing leads to understanding. Not making an enemy is key. Quality products generally have matching support.

    Intplm.
  • HomerJSmith
    HomerJSmith Member Posts: 2,511
    edited July 13
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    @Teemok You are so, so right. My Dad always said,"Give two complements before every criticism." You have to make company techs support persons an ally.

    I was in a wallpaper shop and had a discussion with a female customer about wallpaper and she said the four magic words, "What do you think?" I was so taken aback that I could have gotten down on my knees and kissed her feet. Imagine, asking my opinion.

    I have used these magic words on Inspectors, often, with great success.

    There was a book whose title was, "If you want honey, you don't kick over the bee hive." I have known people who do just that, kick over the bee hive. They just can't help themselves and it reinforces their pre-concieved notion that they aren't going to get what they want.

    c’est la vie (That's Life)

    TeemokIntplm.
  • mikedo
    mikedo Member Posts: 213
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    what ??? going on 3 weeks without a response from daikin tech support.what do i think they suck

    Teemok
  • Teemok
    Teemok Member, Email Confirmation Posts: 570
    edited July 13
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    That does suck. Squeaky wheel gets the grease.