Reporting Issues or Requesting Help
What information do you need?
Requesting Help
When requesting help or reporting an issue to your Distributor Service Coordinator (DSC), or factory District Technical Representative (DTR), it is important to have detailed information about the system and what is going on. It should go without saying that being on site when the call is made is paramount. Discussions from the office or service truck will likely result in basic speculation and inaccurate answers.
Every service call or installation is unique, so what information is required to have a proper conversation?
- A full description of the problem
- Model and Serial Numbers of all equipment
- Application information (locations and how equipment is situated)
- Current Fault codes
- Fault History
- Voltages
- Pressures
- Temperatures
- Software or Firmware versions
- Pictures or Videos
Use tools such as Real Support® and The EcoNet HVAC Technician help pages in the contractor app. Real Support is a tool where you can use the camera function on your phone directly with the DSC. Its like an enhanced FaceTime app. These tools were developed for this very reason, to help you! If you don't have the app, download it. You will need to have an individual myrheem or myruud account to login to the app.
When reporting a fault code, provide the entire fault code and a description. The prefix, suffix and description are all crucial to providing help. For example don't report that you have an A929. Let them know it's an "A929_O: 240V Missing/Comm Failure". Many of us have not committed numbers to memory, but the entire description provides enough information that we can pull from memory or know where to look for a good response.
As much as we all want to help resolve the issue, we will be less inclined and frankly, less than accurate when attempting to help someone who's not providing information. Don't dismiss or omit details about the job.
If you find an error within these help pages, report them to your DSC. A screenshot would be very helpful in improving this site.
