Complaint / review text:
I paid $90 tax for this heater just after Thanksgiving 2007.
I contacted Soleus Air after my portable heater died.
It plugs in and the panel lights operate, but generates no heat.
Sarah answers and tells me she will activate my warranty. She collects my name and phone number. I tell her that it was purchased in Nov of 2007, making it 13 months old.
After asking Sarah several ways, the end result is the same:
They cannot sell parts for the end user to repair the heater,
they have no personnel to repair this at their facility,
they have no 3rd party network of service personnel,
they have no referral for a company to repair this heater.
Sarah tells me that I can exercise my option to buy another one. WHAT?
Why would anyone buy a replacement Soleus heater when the original one that broke cannot be repaired? The replacement will break and will be impossible to repair as well.
I asked to speak with the Customer Service Manager, and (Cheryl) was on another call. Cheryl is also the Warranty Manager. (greaaaaat).
I contacted their main office to find somebody with the vision to carry this through properly. I was told that they are a smaller company and don't have a nationwide network for their heaters. The bigger companies are: Honeywell, Holmes, Sunbeam...
I asked, "How does a small company grow?"
"By selling a lot of product" was the answer I received.
I corrected him, "By taking care of your customers".