Rinnai V65eN Outdoor Natural Gas Tankless Water Heater

Customer Service Experience was Undesirable

Purchased for a new ADU. However, when the thermostat was installed, it was dead and no power coming out of it. Called CS for a replacement and not easy to deal with. All these checks, getting a licensed plumber to confirm, etc. I informed him I tested but not good enough. So I had to get a plumber and he too, had to tell him the unit was dead and wanted him to do all these checks?? We did a video call so he could look at the installation and wanted the electrical cord in a conduit but I told him I was simply testing the unit and not done but he wanted it in the conduit before proceeding. Plumber said it wouldn’t matter and I even confirmed with my master electrician friend who laughed and said it wouldn’t matter to put it in a conduit so the unit would come on (laughing). As you can imagine, the call ended because I had to have it in a conduit first. Took the thermostat back to Home Depot where it was purchased and explained the situation. Took an hour but they just exchang