deepblueice

After contacted Crystal, she immediately forward my problem to a support team member who has handle my case promptly and offer for further help. If all the customer service representatives treat their customer like this, I would appreciate and don't have to suffering for so long. Thank you! ---------------------------------------------------------------- I want to know if I can rate -10! We are suffering from this problem 6 times in 4 months. Our water heater failed to working properly from last Christmas, so there's no hot water when the tank is not working, then we call and arrange a technician to fix the problem. The 1st and 2nd time technician came and changed a new wire, 3rd time the tech. open the bottom part of the tank for a further check, and went out side of the house to check the water pressure, everything is OK he said. Until the 4th time, the 4th tech told me the tank is leaking, that's why the fire keep shutting off, so we have to exchange the new one. The next day, installers came, but told me the new water heater could not fit because the chimney liner was not install properly by the previous installer, (but they were all installed by the other workers from Direct Energy when we moved in by the year of 2000) so I have to pay for the parts or find someone else to do that before the new tank can be install. OK, fine, I want this problem fix ASAP, so I paid around $450 for the chimney liner, then we have the new tank installed, I thought problem finally fixed. However, ONLY 3 days later, there's NO hot water again..., and I call to customer service wondering where is the problem, they then sent another tech. and he told me everything is OK, he couldn't find any problem, but I told him this is the new one, with only 3 days the same problem happened again like the old one, he can't do anything he said, he'll check my account history and asked me to call them back if it happen again...and then the 6th time after 10 days, which is 2 times in only 2 weeks after this new one installed!! How many people can live like this?! I have to stay home from work when this happen, and wait for the tech. to come, during these months when I woke up, I keep worry is there no hot water again? this is so annoying and inconvenience! and I paid $450 for this UNSOLVED problem!! Rip off!! so I called customer service again and requested to talk to the manager directly. At first customer service arranged a tech. to come the next day, and because it's not business hour when I call so the manager will call me back at 8am first thing at the morning he said. the next day almost 2pm no call back still, so I call again, and they transferred me to the manager. This manager has left me speechless, I have been treated SO rudely by him!! I'm shocked by his attitude!!? He has left me in the hole!! so we're living the same like when we're have the old tank, but paid extra$$ and been treated horribly. If there's no hot water again, and Direct Energy still treat me like this, I'll phone the Ontario Energy Board and file a complain to Consumer Relations about my problem!!