Deml

roxiane
Nov 18 2011

Bought a new furnace from Direct Energy with a 12 year warranty in 2008. Furnace had been running fine until I followed up w the ‘annual maintenance’ and inspection.

After the techs came this summer, I noticed a red light flashing on the furnace, so I called to find out if this was normal. Had it been there all along and I had not noticed it?

A tech came out and said all was fine. Ok. Furnace starts flashing 2 red signals and finally stops working, period.

Second tech comes out who is the same fellow who looked at the air conditioner. He can’t find the problem and orders a new ‘motherboard’.

All is good for 2 weeks. Now sitting here in 13 degrees C.

Three techs later, we’re waiting for tech #4? Can we just fix the problem? What’s going on here?

Eventually they will tell me that it’s not covered, despite the fact that no one knows how to diagnose or fix a problem, it seems.

Same thing happened with my old furnace, which now leads me to think maybe no one could fix it, just like now.

I had this tech and that tech come over and eventually one says the last shouldn’t have done this or that without having done this or that first.

Last tech just wasted a brand new motor, one says. Hmmm, you’re only covered for 4 visits…well, I wouldn’t need more visits if someone in that operation could fix that damn problem in the first visit.

Now it’s a new furnace that was working just fine until they came to ‘maintain’ it. What the #@@L!

Will today’s tech be better than the last 3 or just screw it up more? Who knows? Very frustrated and freezing.

Annoyed that I bought a $6,000+ furnace that is being broken, it seems, by this incompetent company.
So we're now on Nov 21, and waiting for tech #5?so far invested 16 hrs of my life waiting during 4 hr windows for techs to come. now sitting waiting on the phone when i should be getting ready for work. well at least the furnace worked on the weekend for two whole days. just ridiculous. really frutstrating. so fed up!!! Customer care rep is going to send out 'senior tech' tonight...hmmm PLS DO!!!

This case was resolved when a senior tech was finally sent to figure it out. This tech informed me that the last 2 failed to replace the ignitor switch with the correct voltage when the motherboard was replaced. the new motherboard requires a 120V but each tech put another 80V to replace the last 80V burnt out switch. Therefore causing it to burn out again. It didn't sound like rocket science. So when i asked this tech what kind of training these 'technicians' have he said, 'all the training in the world won't help you if you have no common sense'. So I wonder, since this isn't the first time, doesn't sending out incompetent technicians over & over that replace parts regardless of correctly diagnosing any problem cost this company a lot of $$$? Wouldn't it behoove them to have some sort of evaluation process that weeds out these people? Can anyone become a furnace technician? Really it's too much! Get on top of it DE!!! At least the customer care dept seemed interested in finding out what the problem is. Maybe the solution is to hire competent techs in the first place!

Followed up w Amy at the bottom of this email on Dec. 16, 2011. Haven't heard anything back. Is 'Amy' a virtual agent? I notice 'Amy' responds to many posts.