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Broan Nutone Does Not Have Customer Service Worthy of an Award

Nutone Intercom - Complaint
Review by sbsaltz on 2013-08-16
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
HARTFORD, WISCONSIN -- We have a Nutone Intercom system in our home. Recently we noticed the main unit was extremely warm and appeared to be transmitting to our backdoor chime even when "end call" was depressed.
We had to unscrew the cover to cool it down and reset the main unit. This happened several time before we decided to call Nutone. Chuck in customer service first gave us the number of a closed business. We then spoke to Mike Walsh who told us to call the nearest repair center in Santa Barbara, CA.
That location told us they couldn't help and were unwilling to come out to repair the device because of the distance to travel. They told us we were on our own. When we spoke to Mike Walsh again, he essentially told us too bad and the best he could do was for us to have an unauthorized electrician pull 2 of the units out and send them to him for repair, even though there would be no way to recreate the system we have in another state with only 2 units (our system has a base, 2-ext and 10-int units). So much for customer service.
Chuck tried guessing over the phone what the problem was, but couldn't say for sure without coming to our house, which no one from Nutone is willing to do! In the meantime we have an overheating system that transmits whatever is being said in the kitchen to the outside by our back door. The kicker is that we have yet to get the "award winning" customer service. Nutone is obviously willing to sell in Bakersfield, CA, but unwilling to give any service after it has been installed.
We will never purchase Nutone again, as their refusal to stand by their product and help a customer has left us with: 1) a higher electric bill since the system is using a large amount of electricity, 2) fear of the main unit starting a fire, and 3) the side door chime emanating the sounds coming from the kitchen and breakfast area.
Nutone should not have gotten the award for Customer Service. They are not willing to help unless it is convenient for them, and the fact that we are a loyal customer had no weight in their decision making.
Comments:1 Replies - Latest reply on 2013-08-17
Posted by Michael on 2013-08-17:
I had a similar experience with Nutone. The company does not care about serving its customers, just selling intercom systems. I highly recommend to any potential Nutone customer not to purchase any products from this company due to its lack of customer service. I do not know who gave Nutone this prestigious award, but it is my opinion that the award that should not have been given to Nutone.

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