Stiebel Eltron
Read More About Specific Stiebel Models: Stiebel Tankless Water Heaters
Website | Facebook Fan Page | info@stiebel-eltron-usa.com | 800.582.8423
“The majority of the tankless electric heaters are manufactured in Holzminden,Germany. Our small 3.0 kW Mini tankless electric are manufactured in Massachusetts.”- (Ron Clark)
Email Customer Service Ratings:
Ratings:Stiebel Eltron,in terms of good email customer service,is one of the top tankless water heater brands. Although most of our questions were rather easy to respond to,they always seemed to answer our questions,except for 1 case. For email customer service,we give them a high rating of 4.5 / 5 stars.
>> April 18,2011
We emailed info@stiebel-eltron-usa.com with a few simple questions and received a reply on April 19,2011. That’s a rather good response time.
>> April 30,2011
We emailed Stiebel another simple question. Ron replied to us on Monday May 2,2011. A one business day response.
>> May 20th,2011
We emailed a question about where their tankless products are made. A response was received a reply the same day.
>> May 26th,2011
This time we emailed Mike,of their employees asking about the assumed ground water temperatures for their flow rate charts,and a reply was received May 27,2011.
>> May 27th,2011
We asked Mike three more questions that day for further clarifications of their flow rate charts,and two replies were received the same day and the third question was never replied to. It was a question about their set temperature for their flow rate charts. A bit disappointing since all we really needed was a simple answer,one which would really have taken less than a minute to write.
>> May 31th,2011
We needed to know the facts on what set temperature was being assumed on their flow charts,so another email was sent asking about the assumed set temperature,and a reply was received June 1,2011. Again a very good response rate considering that it was the Memorial weekend.
Phone Customer Service Ratings:
>> April 19,2011
We decided to call Stiebel and spoke with Mike,a customer service representative who was very knowledgeable. He explained to us that the failure rate of their tankless water heaters was less than 1 %. He further explained that during a period there were units that were performing rather poorly,so a few defective samples were sent back to Germany to fix. They were able to fix the issue within a month and those that were affected,were given replacement parts. He was very proud of the fact that they were able to find a fix quickly. Our whole audio conversation with Mike (in fact I posed as a customer when calling Stiebel) will be published at a later date.
BBB Ratings = B-
Total Complaints and Issues Opened = 1
Total Complaints and Issues Resolved = 1
NOTE: Stiebel Eltron apparently has not been accredited by BBB. When we researched,we found 2 more BBB listings,but we believe the BBB link above is the official one. We’ve listed the others below for your convenience: