Navien 240 Bypass mixing valve problems

[Mfellows]

I noticed error code 045 which indicates a problem with the mixing valve. Called authorized dealer (who replaced this same valve 18 months ago). They said it was the mixing valve, but wanted to call Navien support which they said required a $120 charge (does Navien really charge for these calls?) Navien said if problem continues, the motherboard might need replacement (this is the 3rd time this valve has been replaced). The service tech said they had the part on the truck, but it would be cheaper if they ordered it (wtf?) , so they ordered it and returned at a later date to do the replacement. Has anyone experienced similar issues with the mixing valve, any recommendations to prevent future occurrences? We did find a youtube video showing how to replace the valve, the part is $59 (vs the $600 we just paid the dealer for the 2 service calls)

 

[Navien Inc]

I noticed error code 045 which indicates a problem with the mixing valve. Called authorized dealer (who replaced this same valve 18 months ago). They said it was the mixing valve, but wanted to call Navien support which they said required a $120 charge (does Navien really charge for these calls?) Navien said if problem continues, the motherboard might need replacement (this is the 3rd time this valve has been replaced). The service tech said they had the part on the truck, but it would be cheaper if they ordered it (wtf?) , so they ordered it and returned at a later date to do the replacement. Has anyone experienced similar issues with the mixing valve, any recommendations to prevent future occurrences? We did find a youtube video showing how to replace the valve, the part is $59 (vs the $600 we just paid the dealer for the 2 service calls)

Dear Customer, We are sorry to hear you've been having a problem with your Navien unit. Navien does not have any authorized dealers and any charges incurred for labor are independent from Navien. Those would be between you and whichever plumber or contractor you choose to hire. You are free to use any licensed plumber or contractor for service and maintenance on your Navien unit.

Regular maintenance is required for your product and skipping maintenance can cause parts to get clogged and stop working or burn out. If you're not already doing so, please make sure that you are getting maintenance done on an annual basis. If you would like Navien to look into your specific file, please email your unit serial number and contact info to marketing@navien.com so that we can continue this further. Your serial number will be on the outer right hand side of the unit. It will be 15-16 digits long and is usually in between 2 barcodes. Thank you.