For 8 years we have had a defective Navien tankless hot water system. The technicians who installed it (Knight Heating) and those who serviced it (Butler Plumbing) all agreed that the machine was running properly and did routine part replacements. They said fluctuating temperatures were sometimes expected and my plumbing was probably to blame. None really knew what they were doing.
I called Harmcor to install another solution - an estimated $900 shower valve installation with automatic temperature control - and Roy was less interested in that solution than in the original problem. I explained it to him and he sounded pretty confident they could solve it properly. The fact that we stocked all the parts impressed me, because the others frequently didn't.
Roy and his helper took a lot longer than expected (the $199 fee was to cover 1 hour of troubleshooting) but the dispatcher indicated they frequently waive the overages in cases like this.
They didn't waive the overage but came in half of what the shower valve would have cost. They also attempted to convince Navien that the defective board should be covered under warranty because it's been this way for years. I've never encountered this kind of advocacy before, certainly not from the fore-bearers.
Thank you Roy and Alicia.
- Company Response
We were glade to help. Sometimes going the extra mile helps both party's. Roy