Ranein CS is joke... Big talk/small doing, a week and replacement still not shipped!
1) Answered all ?'s, sent photos and Vid. They agreed to replace but week later still not shipped
2) they 24/7 CService but only night responses, days between responses.
3) site says"Free & Fast Shipping
Shipped within 24h from local warehouse & delivered within 7d" Obviously not the case according to dialogue below.
Jan 17, 2024 8:59 AM
I installed this unit, Ranein 65,000 BTU RV Tankless Water about 1 week ago. It worked when first installed but water temp was not consistent. It now has stopped working completely.
I need some tech support or replacement please.
thank you
To Ranein:
Hello. We're very sorry about this.
• I do not agree. This unit worked, ignited when first installed. However temperatures started to fluctuate a lot 2 days after installation.
• This is installed in a motorhome. It has 2 furnaces, stove, oven, refrigerator that all run on gas. These all are functioning fine, have gas with no issues.
• When I stand outside, closely next to the unit, I can here clicking every few seconds but never ignites as it did when first in stalled
• Can you describe the water heater in detail? • Can you describe the water heater in detail?
Item model number RAS65-W
• Is there any error code and those icons appearing on the remote control when using the water? None, no codes of any kind. I have gone through the manual to troubleshoot with no success. I have completely powered off, then restarted.
• Please take a picture or video of the remote control. We need to know what appears on the remote. please see vid/photo
• Also what is the elevation of your location? 354’ elevation
Jan 17, 2024 8:40 PM
Dear David, I am very sorry for the trouble caused to you. Is there enough gas? Remote control display interface can take pictures for us to see?
Pics and vid sent
Please confirm you are sending replacement
Thank you
Jan 18, 2024 8:43 PM
I HAVE NOT HEARD BACK FROM YOU. Please confirm you are sending replacement''
thank you
Jan 19, 2024 4:47 AM
Dear David, we will arrange a replacement today. The return label will be sent to you at the same time, please return the machine to our warehouse, thank you! We'll get back to you on the tracking information on the new machine.
Attachments:
David.pdf
Jan 19, 2024 5:35 AM
Thank you
Jan 19, 2024 7:12 AM
Thank you
Jan 19, 2024 8:54 PM
You're welcome, this is what we should do, thank you for your understanding!
Jan 20, 2024 7:26 AM
Will you send me a tracking number? Please?
FEDEX：789508735171
Jan 20, 2024 8:07 PM
Free & Fast Shipping
Shipped within 24h from local warehouse & delivered within 7d
Hello. The new water heater has been scheduled to be sent out.
I also sent a message to your email.
Jan 20, 2024 10:20 PM
Thank you
Jan 22, 2024 3:58 PM
I see this has not yet shipped. WHY??!!
Please remember we have no hot water since your unit stopped working 5 days ago when I first contacte Ranein! Please ship this immediately, thank you
Jan 22, 2024 8:38 PM
We sincerely apologize and will contact the courier company to track the package for you. Please rest assured that we will resolve the issue for you as soon as possible. If you have any questions or need assistance, please feel free to contact us. Thank you!
According to FedEx tracking, label only, not yet. shipped.