By Thomas Renner
For some residential customers, contractors are discovering product selection comes down to warranty. Roman Nino found such an example when recommending products for a California homeowner.
Nino, the plumbing wholesale branch manager at Hirsch Pipe & Supply, explained to a customer the benefit of the 12-year warranty on a model from American Standard Water Heaters. “If the unit leaks after 10 years, then the homeowner receives a new unit that could potentially last another 10 years,’’ he said. “With just one purchase, the homeowner could have a water heater that could last 20 years or more.”
Warranties differ widely in the water heater industry. Many wholesalers offer a “good, better, best” approach according to Chuck Rohde, Product Director for Ariston USA, which manufactures ASWH water heaters. “Contractors who are out looking at something more than a replacement are the ones who are killing it,’’ he said. “They’re trying to build a relationship with the client and gain their trust. The opportunity for a product with an extended warranty will give the customer longer peace of mind.”
When it comes to warranties, Nino said contractors can secure a lifetime customer by explaining the alternatives that best fit their budget. “Our mission is to provide the best customer service available to the homeowner,’’ Nino stated. “With the help of the manufacturer, sales team and contractor, we work together for the best outcome.”
The American Standard Water Heaters Hybrid Heat Pump model comes with a 10-year limited
warranty, built-in leak detection and is available in 40-, 50-, 65- and 80-gallon capacities.
Establishing Purchase Confidence
As the wholesale branch manager at Hirsch’s location in Costa Mesa, Calif., Nino frequently finds himself explaining to customers about the advantages of a wide selection of water heaters. “Price point is a major concern for everyone,’’ he said. “An extended warranty backed by a great product gives the homeowner confidence with the purchase.”
According to Rohde, basic warranties on residential water heaters cover six years on parts. Most contractors, however, focus on replacing the balky unit with a model similar to the one currently in place.
“It’s an opportunity to sell a better model and gain the customer’s trust,’’ Rohde said. “It’s a good opportunity to build a relationship with them and discuss the different options with a customer. Most customers just pay the water bill and never worry about anything until they don’t get hot water.”
Rohde said wholesalers such as Nino can offer models that have different warranties, ranging from 6, 8, 10 and 12 years. Most heat pumps have a 10-year warranty.
American Standard Water Heaters has offered a model with a 12-year warranty for a number of years, according to Jason Alpert, Senior Warranty Manager at Ariston USA. “One of our biggest advantages is we use a thicker gauge steel for tank construction,’’ he said. “We’ve also refined our glass lining process. We also have great confidence in the choice of materials we use in the anode rode. We’re confident in the processes, the product and the way it’s designed.”
Communication is Key
One of the important roles for contractors is communicating with the homeowner to establish proper maintenance habits.
Flushing the tank every six months will allow fresh water to flow through and remove sediment buildup. Regular flushing can prevent issues and save on costly repairs or replacements. Failure to regularly flush the tank will eventually lead to sediment and sludge buildup at the bottom, and the debris will eventually cause tank corrosion.
“The sooner you are able to get the foreign material out of the tank, the better,’’ Alpert said. “The anode rod will help mitigate the effect of corrosion, but they have to be replaced over time.”
Water chemistry is different in every community and can even vary from home to home. “A lot of people focus on the hardness of water,’’ Alpert stated. “That’s an important factor, but there are other factors that come into play as well. As long as the water quality is government standard, homeowners should be OK. It can vary quite a bit in municipal systems.”
The most important task for a contractor is to inform homeowners about the importance and benefits of routine maintenance. “It’s critical to have a professional check out the water heater on an annual basis,’’ Alpert said. “When you’re dealing with gas water heaters, you want to have a professional make sure the combustion is working properly. You don’t want any buildup of materials.”
American Standard Water Heaters offers a tank warranty of up to 12 years on some products,
such as its Low NOx atmospheric unit, which also includes a 6-year warranty on parts.
Watch for Red Flags
For contractors and homeowners, there are some factors to make certain the warranty remains intact. The first step is to register the product with the manufacturer.
“One of the things we’ve done with American Standard Water Heaters is establish an online tool that makes it easier,’’ Alpert said. “We have a new tool designed to give customers the ability to check the warranty. Distributors can even send in warranty information digitally. Online registration with warranties eliminates the challenges that come with handwriting on forms.”
Rohde said most warranties are standard with minor nuances in language. Still, contractors and homeowners should pay attention to details. “For the most part the language is identical,’’ he said. “But there are some exclusions and modifications. It’s important to read the language, and in some cases, the warranty might be limited to the original owner. There may be some language around maintenance. The warranty is something that people need to pay attention to.
Thomas Renner writes on building, construction and other trade industry topics for publications throughout the United States.
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