Our first call on 24 December resulted in a tech arriving in 3 hours which we thought was excellent - especially given the date. We have an annual contract with Direct Energy which pays for most all of any service calls including parts and labour. Our furnace had ceased to work and it was the incredible cold spell that followed its demise. The service tech said we required 2 parts, one of which had to be ordered from the US which we were later told was sent by airplane and arrived 10 days later. Luckily, the tech managed to get the parts going, warning us that they might fail again. As it turned out, they lasted. We were called about the state of the parts order. And the second tech arrived and installed the parts. Both technicians were absolutely excellent. Both phone experiences were excellent. The second phone call I had to wait 5 minutes, but really, that is hardly inconvenient. The only untoward experience was that I did call back once and had to leave a message for a call back which occurred three days later at 7 in the morning. That was NOT a good experience. It was during the worst period of cold weather, so I suspect it was simply furnace breakdown overload. Had we been without heat, however, it would have been quite a problem. I just thought you should be aware of this, although, as I say, during that cold snap, I suspect you simply could not handle the calls. Otherwise we were very impressed. Barry.
