Lennox phone 'wait times'

[turbo50mike]

Trying to order commercial parts from Lennox....On hold for 22 minutes.:callpro: Is there an easier way than 18004Lennox?

[Octopus]

When you called lennox did u put in the number they have for you? I waited twenty min the other day too.. I assume they are getting allot of calls... I know all of us guys in Florida who have never had to deal with 30 degree OAT'S, have unit's setting off smoke alarms, the units bi metal switches opened from who knows,blown fuses, heat not even hooked up in a few, it's been crazy here.

[turbo50mike]

I'm just afraid they are cutting staff due to the economic climate...Less than a year ago, we'd call and get things ordered in less than 5 minutes.

Before the holidays I called and waited 14 minutes before a person picked up...I thought it was a fluke, and dismissed it. Today - 22 minutes before someone picked up...Luckily I was at my desk, on speaker phone, surfing the net to keep my mind off of the wait.

Just a bit frustrating when it takes 30 minutes to order a part that will only take 15 minutes to change. :gah:

[tunaguy]

We've always had long wait times through the last 4-5 years, some days worst than others. I used to go to the local branch and talk to someone directly but that doesn't work anymore. It helps if you purchase a lot of equipment through them and your salesman can intercede. However, when you get poor service, you tend to harbor animosities and go somewhere else.
Lennox has always been tough for me. I have always liked their residential products, in fact I've installed their units in my last two homes. I always thought my customer service problem was our local branch, but maybe I'm not alone.

[turbo50mike]

Tuna, you're not alone...

I also find it strange that if you walk into the local branch, just like you said, they ask you to call the 800 # to order parts. WTF?!?? YOU'RE RIGHT IN FRONT OF ME!!

It's weird that they're not more like Carrier/Trane/anyone else in that regard.

I'm beginning to like their 10-25 ton rooftops, but starting to HATE their service.

[WhoIsThat?]

Trying to order commercial parts from Lennox....On hold for 22 minutes.:callpro: Is there an easier way than 18004Lennox?
So you are constructively prevented from ordering parts from Lennox through this pathway.

Make your experience as public as you can. Harbor Freight pulls some similar tricks with their 800 number.

800 numbers are becoming like telling you to "go on the Internet." I tell people I don't have a computer.
If they want to tell me to go to 'Heil' why don't they just say it?

[viceman]

place i used to work used to buy mucho equipment from lennox. for parts i would call our commercial rep on his cell phone and he would jump through hoops to get me stuff. they have some type of web parts ordering called dave net. i would tell him i dont have internet on the roof i'm on and the rep would take care of it.

[hvac248]

Avg. has been 20 min. had a customer complain that I was wasting time.

The last service call that required lennox parts I went to his office to make the call after finally get an answer after 30 min. all replacement equipment is now Trane.

also the store doesn't open until 8a.m. to pick up the parts.

I like the equipment , but hate the lack of customer service.

[DeltaT]

There has been a bunch of these complaints about Lennox parts service here in the past months with the same story told over and over. I'm one of them that have posted my nightmares with Lennox parts.

Calling or writing to Lennox complaining won't do any good. They know about this problem and could care less. I talked to a local Lennox dealer guy I know about this and he pretty much goes throught the same think on getting parts. I told him I was in the process of writing the CEO's of Lennox expressing my on going discontent with their company and he just laughed.

Said it wouldn't do a bit of good. They know this problem exists and has existed for a long time and they seem to have engineered this non-communication system of road blocks.

He said they just don't care. If anyone can do anything then have at it!

[WhoIsThat?]

If there is an illegal aspect to their conduct - fraud, perhaps - writing to your state's attorney may help.

[John Culpepper]

That is why I buy my Lennox parts from Johnstone.

[CynicX]

http://www.lennoxdavenet.net/

No wait times there.

And yes, with the weather recently I've noticed incredible wait times. I called Carrier a week or so ago and never got through. I was on hold driving to a call and waited for 90 minutes or so. I gave up and called the next day....

[Joe Harper]

My favorite is taking a part to the parts house for warranty, then told to get online to warrant the part, then have to go back to the parts house to turn the part in.
Go to trane with serial number walk out with part. One trip.
ATTA BOY DAVE!

[dmd-marc]

Lennox is the WORST for customer service. And most times the CSR doesnt know what part you need. Davenet is the way to go. You can check price and stock availability.

Every time I call, I wait FOREVER and when I do get a hold of someone, they check stock in another dang state. Whats wrong with the wharehouse 20 min from my office. Also they only have one wharehouse in our state.

You may pay a little more but Johnstone, Downriver, and anywhere else you can find the part, is worth its weight in gold. Oh yeah open 8-430. Give me a break.

[CynicX]

I've personally never had any problems nor do our techs. Some companies techs call the dispatch/office once the job is complete with part orders. We (techs) order our own parts and set up the return trip while we are there with the customer assuming its during normal business hours, if not we order the part in the morning. Never any complaints dealing with Lennox at all, actually one of the easiest to deal with in my experience.

Like I mentioned during the cold weather we had a couple weeks ago everyone was a little harder to deal with and I couldnt get through to Carrier all day but that seems to only happen when a large area gets unseasonably cold/hot weather.

I'm unfamiliar with Johnstone and Downriver but we personally dont deal with anyone that has hours longer then the normal 7:30/8 to 4:30/5 so thats not an issue.

Rheem/Ruud doesnt like to send me the correct parts...ever....but that seems to be isolated from what I've read...