we had no heat beginning the Wednesday before Thanksgiving, and the issue was finally resolved the Wednesday after Thanksgiving. Brian did a great job of diagnosing the problem on Wednesday and was on hold for quite a while with the Navion tech-support to order a replacement part which was under warranty. My husband was impressed by his problem solving skills and appreciated his efforts. we were fine over the weekend because obviously a failure of the system is nobody's fault. We did become frustrated the following Monday when despite repeated calls we received no callback from the service department. We understand that this is the first real cold snap of the season and that people are busy and staffing can be short around a holiday. But a call to let us know the status of the part and a ballpark for fixing the unit would have been appreciated. My husband missed work in order to stay home with the hope someone would be out. We did at last receive a call on Tuesday after reaching out again to the main number more than once. A tech was sent out Tuesday night who was unable to replace the part. He was great-- but needed Navien tech support for troubleshooting. On Wednesday, Brian and another knowledgeable person came to our house in the morning and were able to replace the part and get the heat going again. I think that Townsend needs to invest in the training and expanding of the number of techs who are familiar with newer units. The rebates for transitioning from oil to natural gas or propane are robust and so the tide is going to keep turning. That said, I understand it takes a while when things are in transition to get up to speed. It does bother me that we are charged for labor when the tech is on the phone waiting to get information from Navien tech-support, but maybe that's standard for all companies. We like Townsend and appreciate the good people working there. My ratings are lower because this was a frustrating experience.
