Mountainlands Area Plan Room

We are fully aware of the problem with (1) of the new units and have been working closely with the manufacturers (***) technical assistance representative to resolve the issue via their help lineWe have changed the (2) parts that the [redacted] technical representative has recommendedAt this point the technical representative has recommended replacing the customers WiFi / internet thermostat (Purchased and specified to be installed by Mr [redacted] himself), with a non programmable thermostat to help us in diagnosing the problemThe [redacted] technical representative thinks the customers WiFi / internet thermostat may be the problemAs of today, we have replaced the thermostat with a [redacted] series non programmable, non WiFi thermostatWe will have the customer monitor the system for the next few days to let us know if it trips off againIf the system trips off again, we are going to force the manufacturer (***) to send their local filed technical services manager to the job site to assist with the diagnosis and repair of the system.Mr [redacted] has not been invoiced for any warranty service calls we have performed while trying to resolve this problemThere have been several.Every time Mr [redacted] has requested service for the unit tripping off, we have scheduled and dispatched a technician to his building ASAPWe are not avoiding him or the problem.I have told Mr [redacted] we will continue to work on this until the problem is resolved.Thank You,Chris L***

The entire customer service team is aware of the issue and has been in contact with the customer every step of the way The problem we are having is with the manufacturer of the unit, [redacted] The repair parts are not stocked by any local vendor and we are forced to purchase them directly from the manufacturer [redacted] sent us the incorrect parts the 1st timeWe were waiting for the correct parts to arriveWe even paid extra for expedited shippingThe parts arrived this morning, the customer was notified and the is on our schedule for todayOn a side note: When a customer is going to be without heat for an extended period of time, we always offer to loan the customer a few small electric heaters to stay comfortable and protect against freeze ups in cold weather This customer refused our offer

Dear *** The equipment was repaired first thing on 12/6/17, and the unit was running when we left.Additionally, to respond to your feedback, on 12/5/17, when the correct parts had arrived, we scheduled your appointment first thing on 12/6/17, per your request. We understand that scheduling the work on 12/5/did not work for you due to your job's obligations. To summarize what took place, we had an extremely difficult experience in getting a 3rd party (*** ***, the manufacturer, and the only place where parts were available) to ship us the correct parts on the time frame we asked forWe had to follwith the manufacturer numerous times, and we were continually checking with the shipper to see when the parts would arrive. Whenever parts had come in, we would clear the schedule so that we would get to your house right away. We also understand that the actions of *** ***, who as a 3rd party, has had a major impact on you regarding having to take time off from work, especially since it was not easy to do so. We tried very hard to expedite the entire process, and there is nothing more that we could have done to force a 3rd party, and the only source of the parts, to fulfill on our requests. Our company did a lot of work behind the scenes to get your unit up and running, and it is extremely rare for us to experience all of the issues we went through to get the correct parts for your unit. We were actively working on your repair the entire time. Regarding your experience regarding communication, in our experience, the information that is most important to customers is knowing when their equipment can be scheduled for repair. If we don't have the parts physically, calling customers to let them know what actions we've taken to procure the parts is not information customers have wanted to knowAs previously mentioned, the information they are looking for is when they can get their system up and running. I do understand the situation has been frustrating for you. Our experience working with the 3rd party, *** ***, has been extremely frustrating for us, as our goal is to repair equipment as quickly as possible for all of our customers

We are fully aware of the problem with (1) of the new units and have been working closely with the manufacturers ([redacted]) technical assistance representative to resolve the issue via their help line. We have changed the (2) parts that the [redacted] technical representative has recommended. At this...

point the technical representative has recommended replacing the customers WiFi / internet thermostat (Purchased and specified to be installed by Mr [redacted] himself), with a non programmable thermostat to help us in diagnosing the problem. The [redacted] technical representative thinks the customers WiFi / internet thermostat may be the problem. As of today, we have replaced the thermostat with a [redacted] 5000 series non programmable, non WiFi thermostat. We will have the customer monitor the system for the next few days to let us know if it trips off again. If the system trips off again, we are going to force the manufacturer ([redacted]) to send their local filed technical services manager to the job site to assist with the diagnosis and repair of the system.Mr [redacted] has not been invoiced for any warranty service calls we have performed while trying to resolve this problem. There have been several.Every time Mr. [redacted] has requested service for the unit tripping off, we have scheduled and dispatched a technician to his building ASAP. We are not avoiding him or the problem.I have told Mr. [redacted] we will continue to work on this until the problem is resolved.Thank You,Chris L[redacted]

Link has not been in constant contact. 80% of communication has been me calling and begging for updates, etc. Even today I get a call the "latest part" is in and will be here to install between 1-2 pm. It's now 2:25 and nothing. I leave work, again and wait. No call no update. As for the portable heater I have one. They're not met to be a main source of heat. They're dangerous and I can't keep them working while not at home or asleep. So for a few hours at night when home it's not going to accomplish what my heater unit will do.  complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

The entire customer service team is aware of the issue and has been in contact with the customer every step of the way.  The problem we are having is with the manufacturer of the unit, [redacted]. The repair parts are not stocked by any local vendor and we are forced to purchase them...

directly from the manufacturer. ** sent us the incorrect parts the 1st time. We were waiting for the correct parts to arrive. We even paid extra for expedited shipping. The parts arrived this morning, the customer was notified and the is on our schedule for today. On a side note: When a customer is going to be without heat for an extended period of time, we always offer to loan the customer a few small electric heaters to stay comfortable and protect against freeze ups in cold weather.  This customer refused our offer.