I had an Aqua Star Model 125X hot water heater installed in my new home in 2001. It worked fine until recently at which time I emailed Bosch for assistance. The automated return email stated that I would receive a reply within 24 hours. Two days later I had not gotten an email from them so I called the Customer Service line. After holding for 3 HOURS I was asked to leave a message and was assured that I would not lose my place in line and I would receive a call back from a technician.
The next day I received an email and it suggested I try something and if it didn't work I should "call from the water heater", which I did. After about an hour I was picked up and told he would not help me because I was not a technician and told me to call back when there was a technician at my house. He checked and found that the closest tech was two hours away.
Several days later I arranged to have a technician at my house at 8:00 in the morning so we would be the first in line for the Customer Service department. I PAID A REPAIRMAN FOR A 4 HOUR ROUND TRIP PLUS THE TWO HOURS WE WERE ON HOLD AND WAS NEVER PICKED UP BY A CUSTOMER SERVICE REP!!!
The repairman felt sorry for me and made a couple of suggestions as to what I should replace. I ordered the parts (paid extra for 2 day shipping) and installed them myself BUT it didn't fix the problem. Being an old telephone man I messed around until I finally found what appears to be the problem and I have ordered two new parts. I called Customer Service again four days ago and after I held for 1 hour I left my name and number again.
I STILL HAVEN'T GOTTEN A RETURN CALL FROM THE TIME I LEFT MY NAME AND NUMBER TWO WEEKS AGO AND I DOUBT I WILL EVER HEAR FROM THEM. I hope the new parts fix what's wrong, if not I will rip the thing off the wall and find a new hot water heater made by a reputable company. QUESTION: Does the management care that they have NO Customer Service and does anyone have a phone number for someone in corporate who will take a call? I'd love to let them know how I feel.
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