snjsanders wrote:I was also dealing with Diane from 1rst Line Equipment, and she was also awesome and cannot say enough good things about her. We were in a discussion about the ECM and I was still trying to get a handle on if the BWT filter was what I needed. She told me that she would have one of her technicians get back to me on the BWT.
The next day, someone for 1rst Line Equipment called me. I asked if he was the technician calling about the BWT water filter. He said no he was the owner of 1rst Line Equipment. I thanked him for calling me and asked if he could help me with information on buying the BWT filter. He then asked if I had purchased the ECM machine, and I told him I had purchased the machine last night from Joe. He asked why I did not purchase it from 1rst Line Equipment and I told him I just liked Joe and wanted to buy from him. He then went on a tirade on how he makes money on the machines and not the accessories. I asked him if he was saying that he did not want to sell me the BWT filter and he said, no he did not. I said, obviously I made a good decision on who I bought my machine from and hung up.
But based on my own personal experience with the individual that identified himself as the owner of 1rst Line Equipment, I would give up drinking espresso before I gave them a dime of my money.
Hi Steve, I appreciate your public feedback, but let me add some fair balance here.
First, Diane spent a abundance of time with you on the phone over the last two weeks. I understand that our competitors may have spent a similar amount of time. Second, I apologize Diane made an error in making you think a technician will get on the phone to talk to you about BWT. I am sorry, but technicians, including myself, are not dime a dozen and are truly dedicated to helping our customers who purchased equipment from us. Existing equipment customers are always 1st.
I sincerely apologize about my sometimes 'NY roughness' that can come across the wrong way. I do NOT feel I went on a tirade as described. Before I called, I already knew you purchased from Joe because many companies buy from our wholesale division. Just an fyi... our wholesale division supply many companies on the internet as well some big chain stores across the USA.
When I called you, I advised I was one of the owners and I asked if you purchased the machine from us. You said no. I advised you to contact Joe as he was the place of purchase for the machine. I am sorry you became upset about this.
Here is our reasoning.... A customer purchases a $2000+ machine from another vendor. The same customer purchases the softening system from us for about $300-$400. Who do you think the customer is going to call with the MANY questions for the hookup of the machine to the BWT system to the water line? This is why we recommend that customers acquire the BWT system or water treatment system directly with the vendor where the machine was purchased from so the responsibility for the install falls on the selling machine vendor.
The secondary reasoning is when a problem arises down the road. We had a customer who bought a quality HX machine from us. This customer decided to buy a cheaper $100 filter only system from our competitor. Five years later, there are severe limescale issues. The system that was purchased was horrible. We blamed the system, and the customer had to throw away the machine it was so bad - boiler seams cracking, pipe ends deformed, fittings were cracking, etc. If the customer was redirected back to us, he would have not lost the machine. In your case, Joe may have a different recommendation than what we recommended. Like this, there is one vendor that handles the machine and water treatment 'soup to nuts' and takes responsibility for it.
Just as we respect your every right to decide where you purchase from, I hope you can respect our right to decide where our 'limited' support, recommendations, and technical services are allocated to. Unfortunately, I have to be quite frank that we are not always able to help those who purchased their equipment elsewhere. If we did, our service level would drop for our existing equipment customers. Again, technicians are not dime a dozen and this is our reasoning to recommend that customers buy their water treatment systems from the company he/she purchased their equipment from. We have done this many times.
I know Joe for years, he is a great guy, and he has a great company. I am pretty sure he can assist you with a water treatment system for your needs.
Again, I apologize if I came across the 'wrong' way.