A.O. Smith Customer Service Issues

It is disheartening to witness the broken promises and unfair treatment of employees in some companies. Employees deserve respect and fair compensation for their hard work and dedication. Hopefully, companies will realize the importance of valuing and supporting their employees for mutual success and growth.

I have been attempting to contact your company since 1-24 regarding a leaking water heater I purchased that is part of a recall. I have left multiple messages without receiving any responses. I urgently need to schedule an appointment to fix the issue as I have been without hot water for 6 days, which is especially difficult with a 4-month-old baby. If I do not hear back by the end of today, I will be forced to escalate this matter by involving the Better Business Bureau and pursuing legal action to recover the $[redacted] and labor charges I paid for the faulty appliance. Your lack of responsiveness during business hours is unacceptable. I have documentation from PG&E confirming the recall, and I am prepared to take further steps, including leaving a negative Yelp review, to ensure this situation is resolved promptly.

I have a GDHE 50 [redacted] propane water heater connected to a well and using it for six years with a water softener. When I replaced the original anode, I noticed it was 51" long, while the replacement magnesium anode from AO Smith is only 32" long. Is this the correct anode length? The original anode had large bluish white chunks on it - is this normal? Every summer, except for one, a rotten egg smell appears and lingers until fall. Any suggestions on how to address this odor issue? I've considered aluminum rods but read they may not be safe for drinking water, hence the switch to magnesium. How can I determine what material the original anode is made of?

In early February, at Clearfield Job Corps in Clearfield, UT, we had an older boiler fail. As the Maintenance Plumber Lead, I, Marti Lewis, replaced it with a spare and completed the start-up certification on 2-07-20. Tony Mccamish sent me the start-up checklist on 2-10-20, which I promptly filled out and returned. However, I was not informed of any necessary changes until Kevin from SOS Servicemen called to say he was on his way from Cedar City on 2-20-20. During his visit, Kevin inadvertently lost power to the boiler controls, which was later discovered to be due to a plug being inserted incorrectly into the control module. Despite our efforts to address the ongoing loc out issue that causes the boiler to shut down randomly, there has been no resolution. Numerous emails to Tony seeking guidance have gone unanswered, leaving us frustrated as we continue to incur high overtime costs to ensure hot water for the students. We are disappointed with the lack of response and the handling of this problem. Thank you, Marti.

I incurred expenses and time repairing/replacing a blower motor and wire harness on a commercial Cyclone water heater. The unit was located 20 stairs up in an office surrounded by furniture which we had to clear out to work efficiently. After gaining access and clearing the space, we navigated through a restaurant full of customers and kitchen staff to retrieve our tools from outside due to limited parking. Despite these challenges, AO Smith is only willing to compensate me half of the $[redacted].00 invoice, proposing to pay only $[redacted].00. This treatment is unacceptable and has led me to reconsider my loyalty to AO Smith after four decades, opting for Rheem going forward.

I have an AO Smith natural gas water heater, model GCV 40 [redacted]. The issue began when the pilot light went out and wouldn't relight. I purchased an AO Smith igniter kit from Fergusons Plumbing Supplies in Augusta, GA, which my plumber from Bentley Plumbing installed successfully. However, after about three weeks, the pilot flame went out again. When I returned the burner assembly to Fergusons Plumbing Supplies, they could not refund me as per their policy. This lack of assistance was disappointing. My plumber suggested the thermocouple might be faulty. When contacting AO Smith for help, I found their response unsatisfactory, leaving me frustrated with their customer service. As someone with years of sales and management experience, I value customer care, and I expect the same level of support from companies like AO Smith. A more proactive and supportive approach from AO Smith would resolve this issue efficiently.

I bought two separate units. The first tank came with a 5-year warranty upon installation. Everything was set up correctly, but a defective motherboard caused a malfunction in the circuit breaker after a lightning strike. My house was out of commission for a few months. Once the issue was fixed, the tank was damaged. The second unit I purchased was also faulty upon arrival. I've tried to solve the problem but haven't been successful.

I bought a water heater around 18 months ago, and it keeps shutting down. I've had to replace the front unit three times already. The serial number is [redacted][redacted]. The plumber, Nick Thellen from Ocala, at [redacted], couldn't identify the issue and suggested I contact Mike Scott Plumbing in the Villages. They mentioned it shut down due to overheating and managed to restart it. It's frustrating to pay over $[redacted] in repairs for a new unit. Nick initially recommended having a representative examine it, but now he doesn't want to deal with it after suggesting we call another plumber. How can we address this problem with the AO Smith water heater?

I own a GT15-310C-I [redacted] tankless water heater purchased in June. Shortly after installation, I encountered error code [redacted] due to the wrong exhaust. Despite following the instructions to address the code, I still face this issue once or twice a week. I've carefully checked everything and cleaned the igniters regularly. However, for the past two days, the unit keeps attempting to ignite three times before showing the [redacted] code. Despite consulting tech support multiple times and following their instructions, the problem persists. I'm wondering if it's possible to return the unit for a new one. I previously had a Noritz water heater for 15 years before it developed a leak and had no available parts, prompting me to try the AO Smith unit. At the moment, I'm regretting not sticking with Noritz. I appreciate any prompt resolution to this matter. Thank you.

Hello, I hope this message finds you well. I am reaching out to discuss the information provided about one of the integrated refrigerators. I am planning a kitchen renovation for March, but due to delays, I am researching prices for various appliances. Energy efficiency is crucial to me, and I prioritize higher-rated electrical appliances. I noticed an error on the energy rating of the Candy CFL0355 on the AO website. It is listed as an A+ but is actually rated as a G, one of the least energy-efficient options. While mistakes happen, I wanted to bring this to your attention to ensure other customers are not misled. I still intend to purchase from AO in the future, likely after Christmas, once this issue is rectified. Thank you for addressing this matter promptly. I look forward to acquiring my new appliances post-Christmas and appreciate any information on post-purchase storage options. Best regards, S.L.C.E.

The water heater at my home has not been heating water for the past two days. The shop owner, Value Plus at Crossing Republik, Ghaziabad, [redacted], is unsure how to contact you since the customer care number, 1[redacted], is currently inactive. I used to be proud of your product, but with the freezing cold in Delhi, not having hot water has been extremely difficult. I initially planned to purchase an Aero Smith RO system, but after this experience, I am reconsidering. I hope you can address the issue and prove wrong the market rumors about Aero Smith's service availability. During my visit to India last month, many dealers expressed similar concerns, which I had initially dismissed. I wonder if Aero Smith is making way for other competitors in the market. Regardless, I kindly ask you to investigate and resolve this matter if possible.

Hello, I am experiencing an issue with my AO Smith water heater model number HP10-50H45DV [redacted] with the serial number [redacted][redacted] displaying an ECC code. Despite power cycling the unit at the breaker as instructed in the manual, the code keeps reappearing. I have attempted this three times already. A technician informed me that the ECC code is likely due to an irreparable issue with the heat pump. Fortunately, the water heater is still under the manufacturer's 10-year warranty as it was purchased on 04/06/[redacted]. I have tried contacting customer service but have been on hold for over 3 hours without a callback after selecting option 1. Looking forward to your prompt response. Thank you, Bryan

I require an invoice for the parts that were replaced. I am unsatisfied with the response to my complaint. My service request was inexplicably canceled after I paid cash for the parts without receiving a bill, as they requested an OTP. This situation seems suspicious to me. The cancellation reason given was for an appointment scheduled more than seven days out. On May 21st, [redacted], a representative named P.J. (Phone: +91 [redacted]) handled my complaint, while an individual from the office (Phone: +91 [redacted]) was coordinating. P.J. received Rs. [redacted] in cash and assured me of a digital invoice, but they only sent a false cancellation message instead. My service request number is [redacted]6. I hope for a resolution and an improvement in customer service management to prevent such loopholes from occurring in the future. Thank you for addressing this matter.

About two years ago, I bought a residential heat-pump hot water heater from AO Smith, aligning with our family’s conservation values. After about 9 months, the unit started needing frequent resets. By the one-year mark, the control board malfunctioned. Despite having ordered a new one, I never installed it due to concerns about the technical aspects. Recently, when the unit performed poorly, we hired an AO Smith-certified repair team. They discovered that faulty high-current wires leading to the lower heating unit had fused and sparked a fire inside the unit. The technicians expressed surprise that such a severe issue had not caused a house fire. Pictures were taken and shared with AO Smith to illustrate the problem. Confirming with the technicians, it was clear that the wiring was defective, causing not only unit malfunctions but also posing a fire hazard. However, I was informed that I am responsible for paying for a new unit installation, which I find unacceptable. It seems unfair for the customer to bear the cost of replacing a faulty and dangerous unit.

I have an AOSmith FPTU50130 that is showing an error code of ECC. I was instructed on how to clear it, but the issue persists. I contacted customer support for the next step, which is to have the heater serviced. Unfortunately, I couldn't find an authorized dealer in my area, but one company offered service for $[redacted] for the first hour and $[redacted] per hour after. I believe I shouldn't be charged since the heater is less than six months old. I was informed that the company covers $[redacted] of labor costs per visit. Considering your extensive sales, it doesn't seem fair for someone on a fixed income and a retired service member to pay for a warranted product's service. I hope this can be resolved so that my heater can be serviced with all costs covered. Thank you, William B.

I own an A O Smith Cyclone Mxi water heater with the model number BTH-[redacted] [redacted] and serial number 1516M002958. Recently, I had the condensate neutralizer replaced with a CN4-[redacted] condensate canister. Since the replacement, the unit has experienced multiple blocked exhaust shutdowns. I suspect the canister may be oversized and causing the issue. When I drain the condensate, the heater runs well for hours before the problem returns. Additionally, the drain piping currently uses vinyl tubing; would it be beneficial to switch to hard piping instead? I would appreciate any advice on this matter.

Subject: Urgent Request Regarding R.O. Purifier Issue Dear Sir, I am writing to bring to your attention an urgent matter concerning the R.O. Purifier (Product Name: AO SMITH PRO PLANET) installed in my house. Despite having a Narmada water connection in our society, the TDS levels are only showing between 14 to 17, as confirmed by your technician. This abnormally low TDS level poses potential health risks that cannot be overlooked. I kindly request your immediate assistance in examining and potentially replacing the R.O. system to ensure the safety and well-being of my family. Details: Product Name: AO SMITH PRO PLANET Sr No.: B[redacted][redacted] Date of Purchase: 25.09.[redacted] Thank you for your attention to this matter. Best regards, Sangeeta N. [redacted]

I am facing issues with my LED water purifier from AO Smith. Despite requesting a service engineer to fix the problem, the issue persists. The technician mentioned a new rule stating that the glass is broken and needs replacement, not covered under the AMC. He attempted to fix the LED but left it with loose bolts, potentially causing further problems. Now, I am being told that since my AMC was purchased through a third party, the service provider did not get paid and is refusing to honor the contract. I am frustrated with the lack of resolution and demand proper service as per my AMC agreement. I will keep a record of this for potential escalation. Product Details: AO Smith Z1 SN: B[redacted][redacted]. Thank you. - AVN

Hello, my name is Kirthika R. I purchased an AO Smith Water RO Purifier P6 Pro on March 11, [redacted], from GV Audio Vision. On October 18th, I booked a service appointment because the water was leaking. When the service person arrived, they fixed the tank, but discovered that the water was not coming out of the machine. They mentioned needing to bring some spare parts the next day, but nobody showed up. I have tried contacting the service center and the dealer multiple times, but have not received any response. It seems like the service person who visited was not skilled. I am unsure of what steps I should take next.