Viessmann Manufacturing Reviews (%countItem)
Viessmann Manufacturing Rating
Address: 750 McMurray Rd, Waterloo, Ontario, Canada, N2V 2G5
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Six months ago our Viessmann furnace starting running intermittently. We called our regular guys but after 2 visits they admitted they don't really know how to work on Viessmann's.
We called the local Viessmann rep (***) and he recommended *** here in Halifax. They asked for the furnace and burner manuals (which I had), talked to Viessmann tech support and charged $300 to diagnose the problem. We agreed to replace the electronics (and improve some peripheral issues) for $3,093. That didn't fix the problem. The furnace still ran intermittently.
*** came back and we paid another $360 for another part. At that point, the furnace stopped running completely and never ran again. *** came back and spent another 3 1/2 hours, again with input from Viessmann tech support, but left us with the furnace still dead. As they left, they gave us the phone number of another company to try. They even had the nerve to send us a bill for another $260
Our takeaway is that even Viessmann's local guy doesn't know anyone locally who can fix Viessmann furnaces, even with help from Viessmann tech support... and so we recommend not buying a Viessmann.
Based on a recommendations from Viessmann tech support, we paid our furnace contractor $2,215.82 to install a *** 100 KW10B control unit that did not fix our furnace problem. Subsequently, and again based on Viessmann tech support advice to our contractor, we paid another $362.25 for relay that also did not fix our furnace problem. As a matte of fact, the furnace completely stopped working then. We had it replaced with another brand. We'd like Viessmann to refund the cost of the parts and installation that their tech support recommended. We kept the control unit and would be happy to return it for settlement of this request
We regret hearing of client's issues set out in a complaint launched on August 12, 2019.
It should be noted that our product is a boiler, not a furnace as stated by the consumer, and to our knowledge it was operating well for a number of years without issue. In order for boilers to operate properly, the boiler has to be maintained regularly as per our manuals instructions. The warranty on this boiler has expired. The choice of a contractor for service and maintenance is the consumers sole decision. We are able to recommend contractors when requested, however there is an expectation that any contractors who are not familiar with a particular boiler brand or model make their customer aware as this may lead to additional time to try and troubleshoot the equipment.
It appears that the initial contractors didn't do the initial step to open and inspect the boiler. As we were not present for any conversations between the homeowner or any of the contractors, we cannot comment on why this internal inspection was not performed. It appeared that boiler was not properly and timely maintained and was clogged, hence the reason for operating intermittently. It is unfortunate that it took a third contractor to discover this issue. In the mean time the control unit was replaced. Once the control unit is installed and removed, unfortunately it can not be returned and re-installed as this is an electrical component.
Viessmann is not liable for any damage, loss or liability because of incorrect operation due to not following the Viessmann manuals specification regarding boiler maintenance.
While we regret any inconvenience and cost that was incurred by consumer, Viessmann is not liable for consumer's claim and it will not be refunding consumer cost or entertaining the proposed settlement.
(The consumer indicated he/she DID NOT accept the response from the business.)
There have been some misunderstandings regarding this matter.
1. Thanks to Viessmann for clarifying that their product is a boiler, not a furnace.
2. Viessmann says that "the boiler has to be maintained regularly". Somehow they have the mistaken impression that regular maintenance did not occur although neither *** nor Viessmann's local rep *** ever asked for those records. In fact, I have the records for annual maintenance from the time the gas burner was installed in February 2015 to the last cleaning on September 5, 2018. I'd be happy to share those.
3. Viessmann says that "they are able to recommend contractors when requested". Unfortunately, Viessmann's rep *** recommended a company (***) that obviously was not familiar with Viessman. That in itself is poor customer service and deserves an explanation.
4. To give *** some credit that they did ask for the manuals, which I provided. And they called Viessmann tech support at least twice when I was present. I suspect they called at least two other times. *** wrote the Viessmann case file number on the side of the boiler, but that has now been scrapped. I'd appreciate if Viessmann would provide me and the Revdex.com with the contents of that case file to help determine exactly what advice was asked for by ***, and what advice Viessman tech support provided. My understanding is that Viessmann tech support did not recommend looking at the burner but did recommend replacing the electronic control unit and relay, which were completely ineffectual in solving the problem.
5. Viessmann says that "it appeared that the boiler was not properly and timely maintained and was clogged, hence the reason for operating intermittently". They have no evidence to suggest that it was not maintained property and in a timely fashion, whereas I have records to indicate it was. Further, if that is the reason it was operating intermittently, why didn't Viessmann tech support suggest looking in that direction rather than replacing the electronics?
6. Viessmann says that they "are not liable for any damage, loss or liability because of incorrect operation due to not following the Viessmann manuals specification regarding boiler maintenance". However, they provide no evidence to suggest incorrect operation or maintenance.
My ask is still that Viessmann take responsibility for bad advice given by their local representative *** (recommending a company not familiar with Viessmann) and by their tech support (recommending an electronics solution that did absolutely nothing to improve my heating system).
Our position still stands that this is not a Viessmann product related issue. The issues with the boiler were determined after the fact, to not be controls related and unfortunately the various contractors who worked on the boiler didn't discover the true issue until non-returnable electrical components were added to the system. Our tech support personnel offer help to contractors based on information they are provided and the matter at hand from the case study notes, indicate that they were contacted to resolve questions pertaining to the controls portion of the boiler only. Ultimately, the contractors who worked on the boiler would be responsible for their work and their troubleshooting skill. Viessmann Tech Support can only offer advise based on the information that is provided.
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Viessmann's Mr *** has not responded to my previous post's items 2, 3, 4, 5 or 6. I'd appreciate that courtesy.
2. Instead, Mr *** now says "this is not a Viessmann product related issue." In fact, I never claimed that it was a product related issue.
3. My ask is still that Viessmann take responsibility for bad advice given by their local representative *** (recommending a company not familiar with Viessmann) and by their tech support (recommending an electronics solution that did absolutely nothing to improve my heating system).