Posted By WF_Inc. on 11 Feb 2013 12:56 PM
Our Director of Customer Support has left a message for Hitch. We have also been in contact with the contractor and are working to resolve this issue. Once we have more information we will re-post.
WaterFurnace International, Inc.
Posted By joe.ami on 13 Feb 2013 07:13 AM
Please keep us up to date with your situation. Others will want to know how your dealer and Waterfurnace handle this.
Well, I have not been able to speak with the Director of Customer Support (I think that he is David W. - who I referenced in my earlier post). I originally tried to reach him on January 11. When I asked to speak with him, I was essentially told that he would not have any additional information to share - other than what the original rep. told me. My impression of what the CSR said was that I shouldn't bother to speak with him. I asked, nonetheless, to do so. I ended up in his voice mail and left my work number for him to call back.
I don't know what he did with that voice mail, except to say that I have no information that he has ever called that number.
He did, however, call and leave a message (during work hours) on my home voice mail. He apparently got that number from my installer. I understand that he did speak with the person at my installer who deals with warranty issues. He made a comment about me posting on the internet and confirmed that the installer replaced my coil. He was under the mistaken belief that WaterFurnace had already sent a shipper to pick up the failed coil. It was, however, still in my installer's shop. A shipper later picked up the coil for shipment back to WaterFurnace.
After seeing WaterFurnace's post on page one, I heard the voice mail on my home machine and called him back. That was on Feb. 13. His voice mail indicated that he was out till Tuesday. Once again, I left my work number. I have not received a return call.
In sum, I originally left him a message on January 11. It is now been 6 weeks. If there is a proposed resolution, I am interested in hearing what it is.