This is a very long story so I will provide only a very brief summary.
Issues related only to warranty coverage. Neither Kohler, their dealer nor the online distributor from where I bought the unit informed me that initial start-up (not installation, only initial start-up and warranty registration) must be performed by a Kohler dealer in order to activate the five year warranty.
Once I learned this, I called Kohler customer service and they directed me to the local dealer who had quoted earlier. I had done business with this company in the past (hot water furnace) and had been well satisfied. I called them and explained the situation and asked them if they would and could do the initial start-up and warranty registration only. They agreed to do so for $300. I thought this excessive but agreed as I had little option at this point.
Kohler has (or at least had at the time) two levels of dealers: 1.) sales dealers, and; 2.) service dealers. Only service certified dealers are qualified to perform start-up and warranty registration procedures. I checked the Kohler website before making the appointment and the local dealer was listed as being certified for both sales and service. As it turned out, the local dealer had not kept up with required training and was at the time not certified for service work. The Kohler web site was not up to date.
The local dealer well knew that he was not certified to perform my start-up and warranty registration procedure (later verified) but wanted my $300, so made the appointment anyway without informing me that this would result in a waste of my money.
Upon arrival, the tech started the unit and pronounced all is well. He then signed the warranty registration form and handed it back to me telling me to fill it out and mail it in. He was unable to set up the parameters of the controller as I wished and as I had been informed would be done because he had "forgotten his lap top." He said that he would return in a week or two to set up the parameters as I desired. Such work required proprietary software not available to customers from Kohler.
In the meantime, I completed and mailed the warranty registration to Kohler, a process that should have been performed by a qualified servicing dealer and paid the dealer's $300 invoice.
Sometime thereafter I learned that my warranty had not been activated because it had not been performed by a dealer certified for installation and service work. I was, of course livid.
Local tech returned and worked on the parameters but not all was done properly. About a week later I was sent another bill for $200 for service charge, etc.
I now faced a situation wherein I had no active warranty and would need to pay yet another dealer to perform set-up/activation as well as properly set up the parameters. As you might imagine, I was not happy. For the first and only time in my life I refused to pay a bill, the second $200 invoice. I called the dealer and explained why.
I also called Kohler several times, and over the course of several months, was able to activate my 5 year warranty with aid of the nearby Kohler Distributor (not dealer), who has been very understand and helpful. I noticed that the local dealer had been removed as an installation/service dealer from the Kohler web site sometime thereafter.
Again, this is a very brief summary of a lengthy, frustrating and expensive ordeal.
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Today's Featured Article - A Lifetime of Farm Machinery - by Joe Michaels. I am a mechanical engineer by profession, specializing in powerplant work. I worked as a machinist and engine erector, with time spent overseas. I have always had a love for machinery, and an appreciation for farming and farm machinery. I was born and raised in Brooklyn, New York. Not a place one would associate with farms or farm machinery. I credit my parents for instilling a lot of good values, a respect for learning, a knowledge of various skills and a little knowledge of farming in me, amo
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