Heather B.

Every time I call or the plumber calls Navien we get a completely different story from tech support and customer service if anyone answers the phone, which is absolutely infuriating. One tech person told me they would overnight a heat exchange to me. Then the next person told me they can't ship the part to me only to the plumber, but they won't ship the heat exchange till the new O-ring kit is put in it. Meanwhile we have had to shut the water off in my house for over a week because the hot water heater is spurting water all over my basement. Save yourself the headache do not buy Navien anything.
1st problem is that Navien won't sell the O-ring kit directly to the plumber, it must come from a distributor. Well, the Navien distributor in this area of Kansas doesn't stock any Navien parts. The distributor ordered the O-ring kit on 8/1 from Navien in Toano, VA. 2nd problem Navien didn't ship the O-ring kit till 8/8, which still has NOT arrived as of 8/10.3rd problem is this process Navien has for handling parts. In this specific case Navien requires the O-rings be replaced first, then the heat exchanger, hoping there aren't more problems with the unit. That would be fine if parts were easily purchased locally.
Following Navien's system I will have to pay for the plumber to drive to my house, 1st evaluate problem, 2nd wait for weeks to replace O-rings, 3rd wait who knows how long to replace the heat exchange, and if that doesn't fix it possibly a 4th trip. Is Navien going to pay for all these trips? If the parts were easily purchased locally. The plumber could pick up both parts and only make 2 trips to my house. It will be fixed in 1-2 days instead of weeks. Right now, it is taking nearly 2 weeks to get the 1st part to this area of Kansas. I'm supposed to live in my house for WEEKS with the water shut off waiting for multiple parts!?
At this point I have requested a quote for a traditional tank hot water heater from the plumber.
Despite the guarantee from Navien tech support and customer care team the heat exchanger did NOT ship on 8/9 as guaranteed. Who knows when that part will arrive in Kansas.