This is my first real dealing with Reliance even though I have their rental water heater for 4.5 years now (was installed by the builder). First off, I would say I had GREAT technical service. Discovered a small water leak this morning, went online and booked a service appointment for the same afternoon - great that you can see what dates and times are available at a glance. Tech arrived within the time window. Quickly diagnosed the issue and corrected it - was a leaky drain valve. Older heaters came with a plastic valve so they are prone to leakage but the newer models are fitted with a brass one. So its worth checking yours as my unit is only 4.5 years old, but with plastic and heat .... well.
Secondly, however, I am not too crazy about the technical "usability" of their website. I didn't explore the whole site but just the online booking section. It is NOT (Android) tablet friendly. I could not select the type of device that needs repair - the drop down list does show I have a rental plan but cannot make that selection to 'stick.' Had to use a laptop instead. -2 points
There is no easy way to email Reliance - though their Contact Us page said "So don't hesitate to pick up the phone or send us an email." But there isn't an email address listed anywhere on that page! (See attached) -2 more points
On the Service Appointment Scheduling page, they display your address and contact information for confirmation. However, changes entered there do NOT get saved to your profile nor is sent to the Tech. As my rental was installed through the builder, it had my name and address but the builder's phone number. I entered my phone number on the Appointment page, but the builder's number was still sent to the Tech as he couldn't call me prior to his arrival. Upon arriving and we talked about this, he tried to update it from his end but was unable to. And there is no where under the Service login to edit such information either. -3 points.
Being an IT guy, seeing such (and more) technical shortcomings really bug me.
- Approximate cost of services:
- $0.00
- Company Response
Thanks for this valuable feedback. We appreciate you taking the time to share this experience and will be sure to pass this along to the team. Thanks again. ~ RM