Well, after three weeks of struggle, the water heater was replaced without charge and seems to be working.
The root cause of the problem beyond a malfunctioning unit seems to be the fact that Eternal did not believe what the original installing contractor told them about the unit problems. It wasn't until Eternal brought in the service guy of their choice that they really responded. Bottom line might be to use a FAST-certified plumber.
Wednesday, February 27, 2013
Sunday, January 6, 2013
Grand Hall / Eternal: My water heater is defective
January 6, 2013
I bought this really expensive Grand Hall Eternal hot water heater (model GU195) in April 2012 and it worked fine for a while.
Over a month ago we started having problems and tried to get warranty service. In the beginning the Grand Hall cooperated with the local contractor who sold and installed the unit. They replaced the controller board but the unit continues to perform poorly. The basic problem is that it doesn't heat water enough and performs way below the companies published specs. So we don't get water that stays hot enough for a bath or a shower.
The specs for the heater show that 4.8 gallons per minute the water heater should be able to heat the water by 80 degrees. Unfortunately my hot water heater only heats it by 54 degrees. Not too hot!
The folks at Grand Hall just can't seem to believe that their very complicated hot water heater is defective. The company that sold it to me and services it recommenced that Grand Hall replace the unit, but so far they haven't.
I bought this really expensive Grand Hall Eternal hot water heater (model GU195) in April 2012 and it worked fine for a while.
Over a month ago we started having problems and tried to get warranty service. In the beginning the Grand Hall cooperated with the local contractor who sold and installed the unit. They replaced the controller board but the unit continues to perform poorly. The basic problem is that it doesn't heat water enough and performs way below the companies published specs. So we don't get water that stays hot enough for a bath or a shower.
The specs for the heater show that 4.8 gallons per minute the water heater should be able to heat the water by 80 degrees. Unfortunately my hot water heater only heats it by 54 degrees. Not too hot!
The folks at Grand Hall just can't seem to believe that their very complicated hot water heater is defective. The company that sold it to me and services it recommenced that Grand Hall replace the unit, but so far they haven't.
Grand Hall: When 24/7 support means business hours 5 days a week
In deciding to but a high-end hot water heater I tried to pay a lot of attention not just to features and spec sheet but to warranty and service issues. You know how it is about plumbing, if something is going to wrong it happens at night or on the weekend. So in considering my contractor's recommendation of the Eternal hot water heater from Grand Hall, I checked out the warranty and customer service. I was reassured that they said they offered 24/7 support and that a live person will always answer. They say "Simply give us a call 24/7 and a live person will always answer. "
This helped me decide to by their hot water heater. Unfortunately, they lied on their web site. They don't answer the phone 24/7. They only answer during Texas business hours Monday-Friday.
This helped me decide to by their hot water heater. Unfortunately, they lied on their web site. They don't answer the phone 24/7. They only answer during Texas business hours Monday-Friday.
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