I've owned a tankless water heater for 4 or 5 years without too much of a problem but it stopped working two days ago so I called a plumber out to fix it. He diagnosed a faulty Electronic Control Module (I have an AQ 125 X NG model) but could not find one anywhere. He then said that these type are warranteed for 12 years so I called Bosch.
After being on hold for ten minutes and then providing 15 minutes worth of answers to non-relevant questions, I was asked things like what type of vent was used and what the gas pressure was and what the water pressure was. I explained that I didn't know but that a qualified and licensed plumber installed it and it had worked fine until now at which time I called a qualified plumber who diagnosed the problem but could not find the part. Well when I guessed at the type of vent used he then said the install was not to specs as the wrong type of vent was used. I then went to check the type of vent and found that I "guessed" wrong and it was properly installed. At that time he said he needed to transfer me to advanced tech but that they were probably closed.
I made the call at 1:45 PM Pacific Time and we were at 2:25 Pacific time now so I said what am I to do and he transfered me to someplace... The voicemail said they were closed and only open between the hours of 8 AM to 6PM (mind you it was 5:30 PM Eastern time) and to leave a message. I pressed the number to leave a message and was disconnected. I called back the main number and received a voicemail that they were closed.
There is absolutely no resemblence of customer service and no attempt to even help out. I will be contacting them again in the morning and will contact as many others in the company and on sites like this to warn.
Company's that treat customers like this will or should end up with no customers.
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