ᐅ Voidance of warranty due to alteration of original settings?
Created on: 31 Oct 2024 21:53
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Derdinand17
Dear all,
I own a Tecalor 5.5 Eco, which I recently submitted for maintenance in order to secure the promised 5-year warranty.
I was looking forward to asking questions that neither the operating manual nor the installers could answer when the system was installed two years ago. Unfortunately, the installers had not taken the time to further educate themselves. They still set up the system exactly as the manufacturer recommends. The installers then confronted me, saying that I am not allowed to make any adjustments to the system and that they would report my "tampering" to their manager. Sure enough, the manager added a handwritten note on the invoice stating that my adjustments had voided the warranty.
What are your experiences? The manufacturer (not the maintenance company) had, in fact, given me verbal instructions over the phone about a year ago on how to optimize the system. The Tecalor operating manuals each include the phrase “customization of settings” four times.
In the warranty terms, I read that the entire system or its main components must come from Tecalor. Otherwise, there is no mention of the user or their handling of the system.
I plan to contact the manufacturer to explain the issue. I will also ask the maintenance company on what grounds exactly they are rejecting the warranty claim.
I would be glad to hear your opinions or, even better, your experiences. Perhaps owners of Stiebel Eltron devices could also share input, as these companies are related.
By the way, I had already tried in advance to find an alternative company to handle the maintenance, but this was unsuccessful, as there are hardly any firms specializing in Tecalor products.
Good luck!
I own a Tecalor 5.5 Eco, which I recently submitted for maintenance in order to secure the promised 5-year warranty.
I was looking forward to asking questions that neither the operating manual nor the installers could answer when the system was installed two years ago. Unfortunately, the installers had not taken the time to further educate themselves. They still set up the system exactly as the manufacturer recommends. The installers then confronted me, saying that I am not allowed to make any adjustments to the system and that they would report my "tampering" to their manager. Sure enough, the manager added a handwritten note on the invoice stating that my adjustments had voided the warranty.
What are your experiences? The manufacturer (not the maintenance company) had, in fact, given me verbal instructions over the phone about a year ago on how to optimize the system. The Tecalor operating manuals each include the phrase “customization of settings” four times.
In the warranty terms, I read that the entire system or its main components must come from Tecalor. Otherwise, there is no mention of the user or their handling of the system.
I plan to contact the manufacturer to explain the issue. I will also ask the maintenance company on what grounds exactly they are rejecting the warranty claim.
I would be glad to hear your opinions or, even better, your experiences. Perhaps owners of Stiebel Eltron devices could also share input, as these companies are related.
By the way, I had already tried in advance to find an alternative company to handle the maintenance, but this was unsuccessful, as there are hardly any firms specializing in Tecalor products.
Good luck!
Derdinand17 schrieb:
I only changed settings where I was aware of the effects. The heating curve was not one of them.Why not adjust the heating system? It is a crucial component and is set up 90% of the time by the heating engineer with default settings or left on the preset curve. Like a TV – factory settings are rarely adequate. There is hardly any risk of damage (in terms of breaking something) – you will notice beforehand if the house becomes too hot or too cold.
HausiKlausi2 Nov 2024 00:30Regarding our gas condensing boiler, I can confirm that technicians (commissioning/maintenance) set it up to ensure the manufacturer's specifications are not exceeded and that the customer generally does not complain about a cold house. While this commendable goal often (a) overlooks individual conditions and usually (b) consumes much more energy than necessary. Of course, the concerns of heating specialists are understandable but rarely effective. For example, our heating system experienced excessive cycling due to the increased flow temperature settings made by the technicians. The impact of this on wear and tear is obvious. Ultimately, in case of dispute, only a court or an expert can determine whether customer adjustments caused any damage. Therefore, I consider it unconvincing to claim a blanket warranty void.
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NatureSys2 Nov 2024 09:11It is also crucial to understand exactly what the 5-year warranty covers. It can be structured very differently from a statutory warranty, which is regulated by law. A warranty is always specific to the company.
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Derdinand172 Nov 2024 14:42Thanks again for your assessments!
I didn’t want to go into too much detail, but you still need some information or I will repeat it once more.
1. I had no trust in the maintenance company because they couldn’t answer any of my questions about the purpose of the parameters. Shortly after commissioning, the heating system showed a “warning” due to low water level, and I was told to refill it with tap water by myself. For this, you need a hose with two valves. Tecalor’s customer service said that even the smallest amounts of hard water can clog the valves.
So much for the idea that minor issues do not affect the warranty.
2. I changed some settings that seemed quite obvious to me (presence, summer-winter settings, water temperature, solar system, vacation mode, and also the ventilation volume).
I made these adjustments live, following the manufacturer Tecalor’s recommendations.
Later, I also installed higher-capacity filters, which certainly increase energy consumption but are useful for pollen allergies. This may also shorten the lifespan of the fans, but rarely changed filters do the same.
3. The valve settings were supposedly calculated by Tecalor according to room size. I left the valves as they were but reduced the volumes.
In short: All customers are supposed to operate their systems as they were originally set up.
It should not matter what season it is, how many people live in the household and for how long, or what temperature is considered comfortable—whether for water or air.
If there is a company in the Nuremberg area that handles maintenance, feel free to send me that information via private message.
I have not yet received a response from Tecalor or the maintenance company explaining why the warranty might no longer apply or which regulations I might have violated.
Good luck
I didn’t want to go into too much detail, but you still need some information or I will repeat it once more.
1. I had no trust in the maintenance company because they couldn’t answer any of my questions about the purpose of the parameters. Shortly after commissioning, the heating system showed a “warning” due to low water level, and I was told to refill it with tap water by myself. For this, you need a hose with two valves. Tecalor’s customer service said that even the smallest amounts of hard water can clog the valves.
So much for the idea that minor issues do not affect the warranty.
2. I changed some settings that seemed quite obvious to me (presence, summer-winter settings, water temperature, solar system, vacation mode, and also the ventilation volume).
I made these adjustments live, following the manufacturer Tecalor’s recommendations.
Later, I also installed higher-capacity filters, which certainly increase energy consumption but are useful for pollen allergies. This may also shorten the lifespan of the fans, but rarely changed filters do the same.
3. The valve settings were supposedly calculated by Tecalor according to room size. I left the valves as they were but reduced the volumes.
In short: All customers are supposed to operate their systems as they were originally set up.
It should not matter what season it is, how many people live in the household and for how long, or what temperature is considered comfortable—whether for water or air.
If there is a company in the Nuremberg area that handles maintenance, feel free to send me that information via private message.
I have not yet received a response from Tecalor or the maintenance company explaining why the warranty might no longer apply or which regulations I might have violated.
Good luck
R
Reltaw20214 Nov 2024 13:06Those are some interesting restrictions you’re asking for.
I would be very interested to learn (also happy to receive a private message) which company in the Nuremberg area is experienced in installing and servicing Tecalor systems (or if necessary, Stiebel Eltron systems). Because what you describe reminds me strongly of our company, and I do not want to enter into a binding maintenance contract with them.
Does anyone here happen to know whether ONLY the company that installed the unit can guarantee the 5-year warranty, or if any Tecalor-certified company can do this? Because from how you describe it, your company’s approach sounds like the former—basically a monopoly situation.
Good luck!
I would be very interested to learn (also happy to receive a private message) which company in the Nuremberg area is experienced in installing and servicing Tecalor systems (or if necessary, Stiebel Eltron systems). Because what you describe reminds me strongly of our company, and I do not want to enter into a binding maintenance contract with them.
Does anyone here happen to know whether ONLY the company that installed the unit can guarantee the 5-year warranty, or if any Tecalor-certified company can do this? Because from how you describe it, your company’s approach sounds like the former—basically a monopoly situation.
Good luck!
Reltaw2021 schrieb:
Does anyone happen to know if ONLY the company that installed the unit can provide the 5-year warranty, or can any other company certified by Tecalor also do this? See the conditions for the 5-year warranty:
==> Qualified technician (can be anyone) or the factory service department
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