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Remodeling or Building Got a project going or finished... Got a question...

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  #1  
Old 11-30-2015, 11:57 PM
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Appliance Report: CS Kudos All Around

On Thanksgiving Day I discovered that my water heater was not operating. Some quick troubleshooting found that the pilot monitor had failed. This little device is an electronic version of the old thermocouple that was used for ages to make sure that the pilot was burning, and if it doesn't "see" the flame, it shuts the gas off. It's a high tech widget on basic non-powered gas units (does not plug in to 120).
I had installed this WH in Dec 2011. I got it from one of the commercial plumbing supply houses ( either Coburn's or Morrison can't recall) and it's a State Brand. It has a Six year warranty.
On Friday after Thanksgiving I called State and was surprised in several ways.
1. They answered the phone on a "holiday", with a pleasant American accent.
2. She took the serial number, my brief description of the problem and of my test as sufficient proof of an issue.
3. She told me the part number I needed.
4. She said they'd ship it to me if I wanted, but suggested that
5. I could contact Coburn Supply locally and if they had it on hand, I could give Coburn a provided reference number and Coburn would give me the part. Coburn's was closed, of course.
6. Monday, I called Coburn's, explained all and he said no problem, let me see if I've got one... Couldn't find it though the computer showed one on hand. He said he'd dig and call me back.
7. A few minutes later, he called back. Couldn't find the lost one, but he said his competitor (Morrison) had one sitting on the Will-Call counter for me and that he (Coburn's) would get it sorted out through State. Just go pick it up.
8. I did and it's back together working like a champ.
9. The replacement is actually a "kit" consisting of the entire burner assembly and a stupid-simple swap out.
10. Here's the most surprising bits:
No-one, among the two vendors and the manufacturer, EVER ASKED:
Where did you buy it?
When did you buy it?
For a receipt.
For any proof of purchase.
"Are you a plumber?"
To have a service guy look at it.


I feel like I received some real old-style customer service.
They learned that a product of theirs had failed. They knew from the serial number when it was built and that it was in warranty.
They took care of it.
I will recommend State brand water heaters from now on.



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  #2  
Old 12-01-2015, 12:20 AM
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That's refreshing.

They listened and helped you get it back working.
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Old 12-01-2015, 01:27 AM
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BigTOE stays crunchy even in milkBigTOE stays crunchy even in milkBigTOE stays crunchy even in milkBigTOE stays crunchy even in milkBigTOE stays crunchy even in milkBigTOE stays crunchy even in milkBigTOE stays crunchy even in milkBigTOE stays crunchy even in milkBigTOE stays crunchy even in milkBigTOE stays crunchy even in milkBigTOE stays crunchy even in milk
State is made in Ashland City, TN. It was my great pleasure and honor to fly for the owner for 9 years before he died from cancer. At the time they held a 30% market share which is unheard of. They also made all the Kenmore brand for Sears and Maytag. The company has since been sold to a larger corporation but they are still one of the finest and make the best storage type water heaters in the world.


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Old 12-01-2015, 05:06 AM
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I put in a State electric hwt when I built my house...22 years later, I figured I better replace it...mostly because I thought the inside would be gunked up with iron from my well...
when I cut it open, there was no gunk...should have left it...
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Old 12-01-2015, 08:01 AM
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It's nice to hear there are still companies that believe in true customer service.
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Old 12-01-2015, 08:51 AM
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Sounds like a great product with awesome customer service. Woot!
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Old 12-01-2015, 01:12 PM
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Quote:
Originally Posted by Infidel! View Post
It's nice to hear there are still companies that believe in true customer service.
They do seem to be few and far between.

I guess I know what my next water heater will be.

The one that was already in the house when I bought it lasted almost 25 years after I bought the house. I wonder how long this newer one will last?
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Old 12-01-2015, 01:53 PM
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Writing this down. Getting ready to build. I'll look for a State dealer in East Texas.

RED
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Old 12-01-2015, 07:39 PM
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Outstanding.
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Old 12-01-2015, 08:46 PM
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I'm my 20 plus years in the plumbing business, State water heaters were the only tank type water heater I sold.
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Old 12-01-2015, 08:53 PM
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State water heaters have always had a class 1A reputation.
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Old 12-02-2015, 01:11 AM
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And, THANK YOU Rick, for not calling it a "hot water heater"!
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