After replacing the heat exchanger on my Rinnai tankless, I noticed that the cover was secured with 4 different bolts - none were the correct thread of M4! After brining this to their attention, Empower immediately rectified the problem. In fact they went out of their way to apologize and the original technician stopped by to explain what had happened and that he had, at the time, made notes to return with the correct fasteners - he had simply forgot to do so. I feel that this says a lot about a company when they rectify mistakes so quickly - even when the mistake occurred months earlier.
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- Company Response
Thank you for updating your review and sharing your revised experience with us. Your feedback regarding the issue with the bolts securing the cover of your Rinnai tankless heater means a lot to us.
We're sincerely grateful for your patience and understanding as we worked to resolve the oversight. Your recognition of our efforts means a lot, and we're humbled by your acknowledgment of our commitment to ensuring a solution.
Your feedback guides us in continuously improving our services, and we're glad our actions resonated positively with you. We'll continue striving to maintain our standards and ensure such oversights are minimized in the future.
Thank you for your patience and understanding throughout this process. We're honoured by your trust in our services and hope to have the chance to exceed your expectations in the future.