Does Bosch know how to help tankless water heater customers
Bosch is no help at all! Bosch needs to learn about their products; improve their diagnostics training for certified repairmen, make Bosch technicians available to repairmen; eliminate long holds on their customer service phone lines or lose customers for good!
After only four years of reliable hot water from our Aqua Star tankless water heater, things went ICE COLD!
In October of 2007, some days we got hot water, but most days we didn't. The closest repairman was over 60 miles away. When he arrived, he struggled to find the right diagnosis for our unit. We ordered one part which did not fix the problem. The second guess seemed to get our unit supplying hot water once again.
"Bosch certified" repairman are assured of professional help from Bosch when they need it. While the repairman was on hold for 40 – 60 minutes @ Bosch's "help line", our bill just went higher! Even with their help, the proper diagnosis seems to be a guessing game. Bosch has no problem spending our money. Where's all that money I was told I would save by buying a tankless water heater?
In August of 2009, once again, we were not getting hot water. About twice a week we went into our attic and would successfully reset the unit (per the manual) for hot water.
By September 2009, we tired from this month-long routine, and called the only plumber listed for our area on the Bosch website. The repairman successfully reset the unit, but found nothing otherwise wrong with it. He performed a routine cleaning of the unit & left a bill for $183. The problem was temporarily fixed.
In mid-October, we were again climbing into our attic to reset the unit, but now it was needed about 4 - 5 times a week. What good was another service call? We knew what to do – reset it & deal with it! Finally, on January 3rd, 2010, ALL HOT WATER CEASED and no amount of tinkering in the attic helped.
On January 5th, 2010, we ordered another service call by the "Bosch certified" repairman. At first successful with the "reset method", I asked for multiple resets to assure our water heater was actually fixed. His luck dried up & he could not get hot water. After long holds on the Bosch "help" line, our repairman told us to order a specific part from Bosch. That service bill was for $267! So far, I've spent $450 (and close to 5 hours on hold with Bosch's "Customer Service Dept" this past week) & still have NO HOT WATER! Once the part from Bosch arrives, the repairman will return to install the part on our unit & charge me more money. Maybe we'll get lucky & actually get hot water too! Here's hoping!!!