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Company Response: Robert, you called us with a code for a high limit temperature failure. This does not mean a gas valve is bad. Our first step would check for restrictions, or failure of the high limit.
We spent 3 HOURS 25 MINUTES (verifiable from GPS) trying to get your hot water restored. When we got there we were working through and troubleshooting the water heater trying to trace down for sure what was causing it. After finding out it was the control, we had to look for the part. Our local Fox Valley vendors did not have any in stock. We were originally going to tell you it would be 1-2 business days until we could get this part. Knowing what a pain that is to not have hot water, we kept looking outside of our normal channels and locations we work with and found a supplier had a remote location in DePere with it.
Our pick up charge is $60 FLAT for non-common stocked items, and that control is not a common part for us. We went up to DePere to our vendor (which is not accessible to members of the public) at no additional charge to you so that you could get hot water again. We haven't traveled that far for someone for a very long time. $60 to pick it up doesn't even remotely cover our cost of doing business. You got an insane deal!
You claim it is not your fault we didn't have it, but you do know it is not our fault either that local vendors didn't have it either right? Stock of parts and equipment is still a problem, but every month things are getting better.
$265 + Sales Tax for the trip out, diagnosing, getting the right part, putting it on, and verifying everything is working (taking a total of 3.5 hours) is an absolute steal. Evan is a technician with years of training.
You spoke to our service manager at the end of last week. He explained everything to you (that I did above) on the phone and over the weekend you post this. It sounds like we aren't the company for you.
