HEAT SIPHON Absolutely no cutomer service OR TECH SUPPORT,I had to buy a new model from someone else. LATROBE, Pennsylvania
Several years ago i bought a Heat Siphon Heat Pump pool heater, directly from them, online.. It has aleays been difficult to get service calls but this time has been ridiculous. Approximately a month ago I sent a service request email and received a service request number and a phone number; I was to call Suzie for help. After not hearing fom anyone after that, I called Suzie, who was arrogant and hostile, She advised she faxed someone in NJ to handle the service call...she would look into it. Weeks passed and I heard nothing; I called again. Suzie gave me the name of the company she faxed to, I should call. I called and was told the service company was far from my area, too far. i called Suzie back several times and was given different companies to call. One no longer fixed heat pump pool heaters; one was only a disributor, and another was too far to come to me. Suzie asked me if another company was close..i said yes. Suzie said she would fax them, or email them; and this time, follow up herself. Imagine that she was actually going to do her job. She said she would call me right back. She never did. i give up, I am forced to purchase a new unit from a more known manufacturer, from someone who will give me service. Heat Siphon repeatedly told me I was no longer under warranty; i told them I knew that and waswilling to pay. Interesting fact is the some of their parts have a lifetime warranty. How they know what the problem is if no one sees the unit is unbelievable.
If you want to buy this brand get it from an authorized distributor (good luck finding one); make sure they can provide you service. Do not buy directly from Heat Siphon!
2 Updates & Rebuttals
SG
Latrobe,Pennsylvania,
United States of America
Out of Warranty repair
#3UPDATE Employee
Thu, May 12, 2016
Heat Siphon has been manufacturing their Pool Heat Pump since 1983. We have never had a complaint filed against us or our employees. This specific unit was manufactured in 2000 and it developed a water leak. As a courtesy we sent a request for service by fax to the closest service company that was on file. We try to accommodate our customers as best we can. We use air conditioning firms to service our units. When its an out of warranty service call, customers are told they can use there own air conditioning company or any company that is in the heating and air conditioning business. We would be happy to help the air conditioning companies with parts, diagnostic, etc. We do set up service centers and try to cover all locations, but at times we don’t have one set up in some cities and states and it takes time to get a service center set up. But as stated prior we can try to accommodate the customer with a service center, but this unit was out of warranty, so customer could have used any air conditioning firm to take care of the problem.
SG
Latrobe,Pennsylvania,
United States of America
Out of warranty repairs
#3UPDATE Employee ..inside information
Thu, February 20, 2014
Heat Siphon has been manufacturing their Pool Heat Pump since 1983. We have never had a complaint filed against us or our employees. This specific unit was manufactured in 2000 and it developed a water leak. As a courtesy we sent a request for service by fax to the closest service company that was on file. We try to accommodate our customers as best we can. We use air conditioning firms to service our units. When its an our of warranty service call, customers are told they can use there own air conditioning company or any company that is in the heating and air conditioning business. We would be happy to help the air conditioning companies with parts, diagnostic, etc. We do set up service centers and try to cover all locations, but at times we don't have one set up in some cities and states and it takes time to get a service center set up. But as stated prior, we can try to accommodate the customer with a service center, but this unit was out of warranty, so customer could have used any air conditioning firm to take care of the problem.