Some of you may remember my post from a few weeks ago.  I thought I would give an update.  I got Rheemed.  The red hole logo should have ripped me off.  Installed a brand new Rheem, burned yellow for 5 minutes, died.  

TLDR , it was the pilot light assembly. Apparently they are defective from the factory. And a faulty start up is always the pilot assembly, never anything else.  

Long story:  15 years old Kenmore leaked on Wednesday.  Tuff getting a plumber, so Bradford White was out.  Lowe’s website (incorrectly) stated all AO Smith drain valves are plastic, which to me says other corners are cut.  That left Rheem at HD, picked up Thursday after work.  Installed Friday night after work.   This would be my fourth install, so expected no problems.  

Ran for 5 minutes with a yellow flame, then died. Friday night before Labor Day weekend, so naturally couldn’t get a tech out. Reem only answers the phone during business hours so I wasn’t able to talk with someone until 9 o’clock Saturday morning. Turns out the Rheem phone guy was retired plumber who really knew his stuff.  he immediately said he was fedexing out a new pilot assembly.  But the warehouse won’t be open until Tuesday!  

After that, things really went south. I called Rheem to clarify that sometimes the pilot light went on, but as soon as I let go with the button, it would turn off.  The control box never lit up at all.  Did that mean I needed another part? Like the control box, or the TRD?  I spoke to 5 different employees who I’m fully confident do not know copper from pex. 

Rheem phone reps spun the wheel of Random diagnoses: a sudden increase, or decrease in gas pressure.  Or the gas is out, call the gas company.  Or I installed it incorrectly. Or I dropped it off the truck. Or didn’t fill with water. Or I was lying about water heaters being installed the same way since 1951.  Same location, same pipes, same gas line, same venting.  

While I never swore, one Rheem woman threatened to cancel my pilot assembly order, because she didn’t like my tone.  Taking cold showers for 4 days due to defective Rheem products might make you suffer no fools, too. 

Asked repeatedly to speak to her boss, she kept saying okay, but refused to transfer me, just sitting there in silence.  So Rheem does answer the phone, but you have only a 25% chance of getting someone competent.

Even though the pilot was not due until Wednesday, a Rheem tech called first thing Tuesday morning to confirm the symptoms.  He later came by around noon, despite the part not being delivered.   What could he do?

Semi retired from the gas company, he had seen it all, done it all.   “Pilot assembly. It’s always the pilot assembly.  Bad bunch from Mexico.”  

So known is the problem, they keep a case of USA made ones (protec ?) on the truck!!!

Slapped it in and fired right up.    Old pilot tested at 200mv, new one at 750.   He also confirmed my install was fine.  Smoke test the vent, pressure tested gas, noted plenty of air. “If the last heater worked, this one would too”. 

Said another pilot and control box were on the way, but if the pilot said made in Mexico, throw it in the trash.  

And they all lived happily ever after.  The end. 





Faulty water heater update