After being notified of this situation, our technical support supervisor contacted [redacted] to obtain the details regarding the issue with the installation of our unit Based on the additional information received, Eemax will send a check to [redacted] in the amount of $for the additional plumber charges required to install the unitWe are sorry for any inconvenience that was experienced because of this issue
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]
The [redacted] Manufacturer’s Warranty policy for the product that you purchased is limited solely to the repair or replacement of the product However, this warranty does not cover improper installation The photos of the unit that were provided to us by you on January 9, clearly show a burnt wire from the electrical feed into the unit This is the 2nd wire from the right This failure is not the result of any defect of the water heater but it is consistent with an improperly secured wire at the time of installation by the electricianOver time this loose connection will heat up and melt the electrician’s supplied incoming wire identical to what was shown in your photos Please see pages & of the Installation Instructions & Home Owner’s Manual that was supplied to you with your unit for details on our warranty policyUnfortunately an improper installation is not covered as stipulated in Section of the warranty policy
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The plumber after reading the findings of EEMAX has decided to forgive the invoice to replace the unitThank you for your prompt attention to this situation Sincerely [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and the serial number of the heater is [redacted] After putting out $of my own money for an electrician to replace the faulty part, the unit works properly I have asked to be reimbursed for the $installation fee for the removal of the faulty part and to install the working part into the brand new unit The company Emax has yet to respond to my phone calls and request Sincerely, [redacted]
[redacted] gladly honors its warranty as we have done twice for this customer by sending out replacement heaters The issue appears to be with serial number of the last replacement unit Upon reviewing our records of units sent to this customer, it was determined that they were of recent vintage Perhaps there was a digit missing in the serial number when it was conveyed to one of our staff If so this could account for the unit being perceived to be over years old I would suggest that the customer call our tech support line and reference Case # [redacted] which contains the details of the case From there we will work with the customer to come up with a fair resolution
Sorry for any inconvenience that you encountered with the performance of our product Can you provide the serial number of the unit so we can look up the details of what transpired in our case log Is the unit currently operational?Regards, [redacted] ***
Sorry for any confusion that may have occurred regarding the $diagnostic fee It is customary in this type of case to troubleshoot the unit while it is still on the wall by our tech support group and provide the customer with the appropriate part(s) under warranty to repair the unit If the unit is returned to us we charge a $diagnostic fee for the warranty repair In this case an order acknowledgement email was sent to [redacted] on 7/24/stating that the there was a $charge for a "Diagnostic Fee." In light of any misunderstanding that may have occurred between our tech support person and [redacted] we will be sending out a check for the $to [redacted] r at the address stated on the Customer Information Again, we apologize for any inconvenience this issue may have caused
I have dealt with this company twice and both times have been a pleasure These folks should write the book on customer service! Could not be happier with experience Highly recommend their company They also produce a very nice water heater unit that can be used downstream from the regular heater-not all units can be used that way Once again will deal with them in the future if needed and not worry about a thing
I am sorry to hear that you had heating issues with your EX190TC (Serial Number [redacted] ) The procedure when a problem arises would be to contact our technical support staff who would advise you as to the proper steps to be taken to remedy the issue I understand that one of our technical support personnel contacted you yesterday As per his instructions, please send him a copy of your paid invoice and we will be happy to reimburse you the purchase price of this heater In addition, he will be sending you a Return Authorization label for you to return the defective unit so we can investigate the heater failure when it arrives at our facility
After being notified of this situation, our technical support supervisor contacted [redacted] to obtain the details regarding the issue with the installation of our unit Based on the additional information received, Eemax will send a check to [redacted] in the amount of $for the additional plumber charges required to install the unitWe are sorry for any inconvenience that was experienced because of this issue
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]
The [redacted] Manufacturer’s Warranty policy for the product that you purchased is limited solely to the repair or replacement of the product However, this warranty does not cover improper installation The photos of the unit that were provided to us by you on January 9, clearly show a burnt wire from the electrical feed into the unit This is the 2nd wire from the right This failure is not the result of any defect of the water heater but it is consistent with an improperly secured wire at the time of installation by the electricianOver time this loose connection will heat up and melt the electrician’s supplied incoming wire identical to what was shown in your photos Please see pages & of the Installation Instructions & Home Owner’s Manual that was supplied to you with your unit for details on our warranty policyUnfortunately an improper installation is not covered as stipulated in Section of the warranty policy
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The plumber after reading the findings of EEMAX has decided to forgive the invoice to replace the unitThank you for your prompt attention to this situation Sincerely [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and the serial number of the heater is [redacted] After putting out $of my own money for an electrician to replace the faulty part, the unit works properly I have asked to be reimbursed for the $installation fee for the removal of the faulty part and to install the working part into the brand new unit The company Emax has yet to respond to my phone calls and request Sincerely, [redacted]
[redacted] gladly honors its warranty as we have done twice for this customer by sending out replacement heaters The issue appears to be with serial number of the last replacement unit Upon reviewing our records of units sent to this customer, it was determined that they were of recent vintage Perhaps there was a digit missing in the serial number when it was conveyed to one of our staff If so this could account for the unit being perceived to be over years old I would suggest that the customer call our tech support line and reference Case # [redacted] which contains the details of the case From there we will work with the customer to come up with a fair resolution
Sorry for any inconvenience that you encountered with the performance of our product Can you provide the serial number of the unit so we can look up the details of what transpired in our case log Is the unit currently operational?Regards, [redacted] ***
Sorry for any confusion that may have occurred regarding the $diagnostic fee It is customary in this type of case to troubleshoot the unit while it is still on the wall by our tech support group and provide the customer with the appropriate part(s) under warranty to repair the unit If the unit is returned to us we charge a $diagnostic fee for the warranty repair In this case an order acknowledgement email was sent to [redacted] on 7/24/stating that the there was a $charge for a "Diagnostic Fee." In light of any misunderstanding that may have occurred between our tech support person and [redacted] we will be sending out a check for the $to [redacted] r at the address stated on the Customer Information Again, we apologize for any inconvenience this issue may have caused
I have dealt with this company twice and both times have been a pleasure These folks should write the book on customer service! Could not be happier with experience Highly recommend their company They also produce a very nice water heater unit that can be used downstream from the regular heater-not all units can be used that way Once again will deal with them in the future if needed and not worry about a thing
I am sorry to hear that you had heating issues with your EX190TC (Serial Number [redacted] ) The procedure when a problem arises would be to contact our technical support staff who would advise you as to the proper steps to be taken to remedy the issue I understand that one of our technical support personnel contacted you yesterday As per his instructions, please send him a copy of your paid invoice and we will be happy to reimburse you the purchase price of this heater In addition, he will be sending you a Return Authorization label for you to return the defective unit so we can investigate the heater failure when it arrives at our facility