Bone to pick with Burnham...JohnNY

JohnNY

Today I installed an Independence series 10-section knock-down boiler. I called customer support for a drop-header piping diagram and one was sent promptly. So far so good, right?
I thought I was doing myself a favor because although I would spend lots of money having the pieces cut and delivered by the same supplier delivering the boiler, I wouldn’t need to bring an abundance of fittings, pipe and people.

Instead what happened was the diagram could not be more wrong. I spent half the day on the phone with them while two apprentices cleaned their trucks. I finally figured out a way to make it work with a small order from another supply house. It looks like hell.
To top it off, the control package they sent me included the wrong vent damper jumper for the plug-in.
It took me over an hour to figure out that it was jumping the wrong two wires.

I got home at 8:30 this evening from a job where I should have gotten home at 5:00.

The customer support team at Burnham, was always professional and reasonably responsive today and I thank them for that, but this stuff happens too damn often.

I‘m angry and I want something from Burnham.


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Unknown

John

If you are referring to the dropped header diagram that I had sent to you a couple of weeks ago, I usually like to state that these drawings are for general reference purposes only. Unfortunately, I had them sent to you while I was traveling and was not able to attach a note to that effect with them. There are variables out in the field that can change the lengths of pipe increments between fittings. The makeup lengths of the fittings and unions from one manufacturer to another can make these dimensions vary as well as the depth that the nipples are made up into the fittings. I sincerely apologize for any inconvenience that this may have caused you on this job today. I will speak to your local area rep tomorrow morning so that we can get this straightened out.

Glenn

JohnNY

I understand there are variables in field assembly.
The first pieces coming out of the boiler were off by at least 4 inches.
The height of the equalizer was off by about the same.
These were not pipe/fitting variances.

As for general reference, the measurements on that diagram are to the 16th of an inch. There's nothing general about it.

I saved the jumper and damper harness (removed from circuit and rewired) and would like to know what happened there.

Although I'm a much better plumber than I am an electrician, I wired it exactly as is the diagram figure #35 in the I&O manual.

I don't see how it could be anyone's fault but the manufacturer's.

If you want to continue this in private emails or phone calls Mr. Stanton, or have the rep (from whom I've never been able to get help) contact me, that's fine.

But I'm not letting this go. And I think you know what other issues I have.

My company installs a lot of boilers every year and we like Burnham products. We deserve to be treated, at least, like good customers.




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Unknown

Enjoyed speaking with you John

As I stated in our phone conversation this afternoon John, we are whole heartedly sorry for the inconveniences that you encountered yesterday while installing the IN10 boiler. The dimensional error was relative only to the IN10-IN12 due to the fact that they are 4" taller to accomodate a larger canopy housing. This was apparently overlooked when the fitting and nipple dimensions were put on those drawings. It is being corrected, probably as we speak.

The difficulty you may have encountered with the damper harness more than likely involved a recent change we made to the harness by removing the resistor that was in place for the jumper plug to simulate the resistance of the damper when it was not used. The new jumper plugs are supposed to be wired from center pin to center pin. Per our conversation, you may have had the old style jumper plug with the new harness adapter. I have made production aware that this may have happened so it does not happen again.

I am looking forward to meeting with you in January and once again, we are sincerely sorry for the inconvenience that you encountered yesterday. Thanks for bringing this to light.

Glenn

J.C.A._3

Glenn,

Glad to see you (and the company) stepped up to the plate. I find that most, would have dealt with this situation off line, but expect nothing less from you. When you have nothing to hide, it makes things so much easier. Don't stop being a source for everyone. We would definately miss that! Chris

JohnNY

That being said, J.C.A., I realize that a private email from me to Glenn might have been a more tactful way to handle this initially.
But I didn't do it that way for fear my screams might fall on deaf ears as he seems to travel a lot.
As you can see, Mr. Stanton took this opportunity to validate our faith in him as a professional.

I know it was good for Burnham because a substantial error in their literature was brought to their attention.

Perhaps this was good for both of us.

Notice the change in my tone in less than 24 hours.

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George_10

Any company can have

a problem. The true test of a company is what they do about it and how they handle it. Sitting on the sidelines as a spectator, it seems this had a quality ending. I just wish more companies would handle situations in this manner.
Sure would make for an easier world to deal with.

jackchips_2

Your tone

has changed John and it was nice to see.

As everyone on this site, for any length of time, knows Glenn is a stand up guy and he follows through.

Maybe you can see fit, now that you've vented and got a response, to edit your initial memos. You and Glenn have done someone in the future a huge favor and they probably will never know.

rodr

I dont get it.What did burnham do to make up for the cost and hassels john had do deal with? You guys talk about burham being a stand up group when all i see is by the post in this thread is a bunch of excuses.In the end the contractor gets -----ed.

Unknown

Rod

What you don't know is what was discussed during the phone conversation that John and I had earlier today. That is between John, me and his local representatives. I commend John for posting his thoughts last night after encountering these difficulties. Late in the day, when supply houses are closed and no Technical Service is available, the smallest problems can cause major frustration! We intend to work this out with John to his satisfaction. That is what matters most!

Glenn

rodr

I did not know it was late in the day.That is why the diagrams were wrong and the harness was incorect.I am sure John is very satisfied.
Rod

Dave Yates (PAH)

Burnham

Has always gone above & beyond the call of duty when the chips were down. All I needed do was to get beyond the supplier/contractor distribution chain to discover how tall they sit in the saddle. This site offers that opportunity.

Glenn is topps in my book.



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