Part of my week involved traveling over to New London, MN to assist our EarthLinked dealer, Dale’s Heating & Cooling, with an installation done late last fall. There was an issue with operation on this particular application that had us puzzled.The unit was a dual-fuel application (that’s geo with gas furnace backup) and hydronic flooring. Operation of the EarthLinked unit was fine but the switch from air source heating to hydronic resulted in what anyone would consider an unacceptable noise. Several visits had been made and the conditions of operation noted so the information could be relayed back to the factory for our engineers to evaluate.
Now I personally have to be somewhat skeptical as I have worked for “other” manufacturers in the industry and as most consumers know they tend to push the blame around to someone else, commonly known as “passing the buck.” They hope the consumer becomes weary, stops complaining and just lives with it. And if they do respond, it usually involves the quote “we will honor any warranty repair.”
Well that just doesn’t cut it if the issue is a possible application problem or it’s not meeting exact tolerances. Now I have seen EarthLinked go above and beyond industry norms twice before even though they didn’t have to but this one solidified my position with my company beyond a shadow of a doubt. Not only did they create a entire new control system but installed it in a new electric control box and shipped it to the contractor. Wait, it gets better.
John Webster, one of our senior service technicians at the factory, got on a plane in Florida and came up here to help install and check operation of the already running unit. He even met with the homeowner to make sure he was satisfied with the way it operated! To me this is truly beyond the scope of any manufacturer in the industry and I’m extremely proud to be part of this great endeavor.
To John Webster, all I can say is thank you for all of us up here in MN for taking the time to make sure our customers are given first-class treatment each time and every time. Safe travels, my friend.
