Hello, unfortunately the problem has not yet been resolved.
The air heat pump from Stiebel was installed as part of the new construction by the sanitary company that was working in the house for the developer. This sanitary company is also a specialist partner of Stiebel. This sanitary company has also carried out the maintenance here for the past 2 years. When I noticed the problem in September, I did not contact the developer to report a defect, but directly the sanitary company, since they also perform the maintenance here.
The sanitary company then came twice in September. Nothing was done the first time; on the second visit it was found that the MFG was stuck/defective. On site with me, the sanitary company contacted Stiebel and reported a repair order. The repair was then to be carried out by Stiebel and not by the sanitary company. Stiebel then gave me a first appointment for mid-November. This was canceled 3 days before due to illness. The new appointment was 10 days later. This was now canceled again, again due to illness. Now Stiebel can/will not give me a new appointment but wants to have the repair handled by the sanitary company. Stiebel would send the MFG to the company. An initial conversation between Stiebel and the company took place yesterday. The sanitary company is apparently fully booked until February. Stiebel wanted to clarify this again with the company today and get back to me. So far, no one has contacted me. You cannot reach customer service as a private customer by phone. Now I am practically where I was in September. No heating, no appointment in sight. If no one contacts me today, how should I proceed? A defect notice, should that go to the developer (they do not know the issue yet)? Or the sanitary company? This is definitely still a warranty case with Stiebel, as the commissioning was apparently carried out by Stiebel as well.
Stiebel definitely seems very unreliable when it comes to customer service, unfortunately.
How can I best defend myself and how do I get a timely repair? What about financial consequential damages? The air heat pump has not been running properly for months, the attic is freezing, mold can develop... I cannot just accept all this, can I?
Thank you