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Terrible customer and tech support. Tech support can’t answer basic questions, and customer service refuses to help owners, only contractors. Asking about a recirculation pump or how the bypass valve works? Forget it—they simply don’t know. This reflects a corporate mindset that shows zero respect for customers. I hope this attitude doesn’t fly in North America.
If you want to pretend you on an episode of little house on the prairie and heat your water on the stove Navien is for you. We spent thousands on this unit less than 1 year ago. Now it does not work. The plumber came over immediately and called for our warranty. It’s been 4 days; no parts. We asked 4 days ago if we could pay for expedited shipping. No they don’t do that. Essentially they care until they get your money and then they don’t back their product at all and isn’t it funny you can’t review very easily. Immoral and unethical. I pray they go out of business soon or at the least customer service managers working in warranty lose their jobs as they should.
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