Munchkin Problems Revisited

Terry_8

Once again I will ask HTP to respond to a few questions.

Do you have a written policy for dealing with defective products?

Is there a specific person to contact in the event of a problem?

Are troubleshooting and/or installation costs ever reimbursed when a product is defective right out of the box and a new boiler must be modified to get it to work?

Thanks for your reply.

-Terry

Constantin

Terry, I don't work for HTP...

...however, have you tried e-mailing them directly? They may be more likely to respond to e-mails or calls that are done privately and directly rather than messages posted in forums that are not under the control of the company.

Mark Hunt

Good call Constantin, and


why post at 10:30pm?

No-one is going to answer this now, wouldn't matter what company you were calling out.

Go to sleep and wait til tomorrow, someone will answer you.

TTFN!

Mark H

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Mark Eatherton1

I'm wondering...

what bone Terry has to pick with HTP, especially on a public forumn...

Ask the same question of other competetive manufacturers if you will... I know what the Viessmann policy is, and it's not very appealing to the contractor.

ME

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beeper

You guys are good people I really appreciate your support

Terry you can reach me at the e mail address above so we can talk about any issues you may have. If you need to talk to me live call me at 800-323-9651 extension 154 8:00 AM to 5:00 PM and I will be happy to give you guidance. You can also go to the tech support line at extension 125. and one of our techs will assit you. Thanks jeff

Terry_8

Thanks for your reply, Jeff

Please don't get me wrong. I like Munchkins. I would like to use more of them. I'm just a little leery of using any more of them because of problems I have experienced in the past.

So, for the benefit of others who read this forum why not respond here to the questions I raised?

Thanks

Terry_8

Viessman

Mark

Can you elaborate about Viessman's policy?

Mark Eatherton1

They pay

no labor charges, even under warranty.

ME

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Mi39ke_2

Viessmann

Hey McGyver,

You kinda sound like the Sean Hannity of Hydronics with that last post. [g] Tell me it ain't so!

In my market, Viessmann is the only manufacturer that pays labor, besides Buderus. They even have a form made up for it, believe it or not! They even send out notices when they have problems and pay for contractors to fix it! They are proactive, they don't ignore problems and address them only when they are forced to do so.

I pity the Viessmann contractors in your market if they aren't getting the support that is available. Extreme support. You need to get better Viessmann people in your market, IMO. Yes, it's hard. I had to lobby for quite some time to get someone who was interested in the product and reflected what the company provided. Probably holds true for the Munchkin as well. A good rep will take all your problems away and you'll never have to get desperate enough to call on public airwaves to get some response.

Hope all is well with you and yours.

Michael Ward

"Not a Viessmann diehard, an application/consumer advocate"

Constantin

You don't get it?

Terry,
Like I said above, HTP is going to be loathe to answer any such questions in a public forum. Whatever your business/beef is with them, please take it up directly with them. After all, Munchkin Man Jeff has given you all the tools you need to get answers to your questions ASAP.

Terry_8

Answers

What's the big deal about answering in a public forum?

Not answering says a lot to me and others with the very same questions.

Mad Dog

Easy with the political jabs

not necessary. Mad Dog

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Mi39ke_2

Forgot...

Had one problem with an MZ once and Monitor was willing to pay the labor without hesitation.

Michael Ward

marc

problems

when i have problems with a manufacturer, i take the proper steps up the ladder or food chain however you look at it, to get the desired response, sometimes you get less than desired. regardless of the manufacturers on here, they dont discuss these issues. they however do offer you the toll free # to contact them. try it, take good notes, document your problems, and most will stand behind their products. marc

kr

Munchkin issues.

We had some issues with some 199M's we had installed, defective blowers. We presented, with the help of our rep, a very consise report to HTP, and they made everything right with us. Not too many manufacturers I'ver dealt with have stepped up to the plate like they did.

Mark Hunt

You have an agenda


and it doesn't belong here.

Now post some of your install pictures from the "problem" jobs you've had.

Maybe we can help.

Mark H

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Mark Hunt

I like


Sean Hannity.

Kudos to Mr.Eatherton!

Mark H

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Constantin

Put yourself in their place...

You are not providing any context. No location, no item, no issue. It's like me calling you up and saying, "what's it going to be to install a new boiler" without a visit first. How about posing the same question to an automotive manufacturer? They have many different warranty tiers also.

Furthermore, consider how Boilers are complex products whose actual installation will have a large impact on their longevity. Would I expect HTP to cover every boiler unconditionally? Absolutely not, IMHO: For example, hack installs need not apply for coverage.

Like many manufacturers, HTP seems to have a warranty policy that is dependent on the actual part with some leeway here and there to cover specific instances. The blower motor issues they had in the past were a good example how HTP stepped up to the plate and extended the warranty on the motors once they realized that an above-average number of motors were failing in the field.

While I am not a customer of theirs, HTPs behavior has been quite responsive as best as I can tell from the peanut gallery here. Therefore, I would ask you take up your issues directly with them instead of trying to use a public forum to extract unspefied warranty coverage info (which may or may not apply in your case anyway).

Either provide the context, information, etc. or go to them directly. Either way, it is up to them to decide how to reimburse if you an issue, so posting stuff here is not going to help your case.

Darin Cook_3

Great Company , Great Support

Looking from afar it might appear that the Munchkin has a poor track record. Nothing could be further from the truth. HTP is a company that cares about its products and its customers. I have seen the president himself out on the production line testing boilers. The people working tech support are grade A folks. HTP is a progressive company who has their eye on the future of heating in this country. The problem they had with the blower motors was fixed. New blower motors by different manufacturer with five year warranty. New control boards that allow you to do bigger and better things with much more installer control and input. They have motivated some other old time companies to produce more inovative products. They monitor this site specifically to see if there are issues that need to be addressed. Most companies cannot make that claim. Call the numbers Jeff posted, you will be taken care of.







Darin

Nron_9

life is like that

we see changes in tecnology every day want looks so good on paper doesnt always work in the field , look at the systems we fix every day that are 5-20 years old ,we se thing that can be improved and repaired on every system , heck that what were here for , we all want to improve ourselfs and the industry as a whole . Some times there are problems that need to be delt with , and they seem to take forever , especialy when were standing ther at 2 in the AM trying to figure out what happend , Life is always an adventure

Mark Eatherton1

You are so right...

The rep behind the product is VERY important. Without a good rep, the product WILL flail.

Who the heck is Sean Hannity...:-)

ME



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KURT BEAUVAIS

PPOLARIS HEATERS

WHAT IS TRACK RECORD ON POLARIS WATER HEATER/ BOILERS
ESPECIALLY WHEN USED IN OPEN SYSTEMS

KURT BEAUVAIS

PPOLARIS HEATERS

WHAT IS TRACK RECORD ON POLARIS WATER HEATER/ BOILERS
ESPECIALLY WHEN USED IN OPEN SYSTEMS