Frequently Asked Questions

Regarding the Heat Exchanger Safety Notice

Applies to: 
▪  Vitodens 200-W, B2HB Series (models 19, 26 and 35)
▪  Vitodens 222-F, B2TB Series (models 19 and 35)

Vitodens 200-W and Vitodens 222-F

Why does Viessmann have a recall?


During our lifecycle testing methods, we have found that the heat exchanger may fail prematurely on a certain production series of Vitodens 200-W, B2HB (models 19, 26 and 35) and Vitodens 222-F, B2TB (models 19 and 35), manufactured between September 1, 2014 and April 13, 2017.

Because this does not meet our exacting standards we made the decision to recall the heat exchanger. This failure may cause flue gases to leak inside the boiler cabinet. The technology inside the boiler is designed to safely shutdown the boiler should this happen.


What is Viessmann doing about the situation?


■   Viessmann will replace all affected components of affected boilers to illustrate its commitment to quality and safety.

■   Viessmann will cover the cost for all parts and labor for affected boilers. There will be no out of pocket cost to customers or licensed heating contractors that perform the necessary repair.

■   Viessmann has identified the serial numbers of all boilers affected by this voluntary recall.

■   Viessmann is notifying its distributors, licensed heating contractors, and end users about the voluntary recall and the actions that need to be taken.

■   Viessmann is stocking required parts to complete the repairs.


What do you need to do?
 

■   Using the instructions in the "Is My Boiler Affected?" document, please verify whether a boiler in your possession is affected by this notice.

■   Customers with affected boilers that are already installed should call their licensed heating contractor. The contractor will perform the necessary boiler repair. If you do not have a contractor, please call Viessmann directly at 1-833-799-4976 Monday through Friday, 8:30am to 5:00pm ET, or email recall@viessmann.com for assistance.

■   Wholesale customers with affected boilers that are still packaged and have not been installed, should use the "How to Return" instructions provided by Viessmann to return these boilers to Viessmann.

■   Licensed heating contractors will find all relevant information in the "Contractor Notice" provided by Viessmann.


Is it safe to operate my boiler?


No incidents or injuries have been reported at the time of this announcement (April 25, 2019).

If you choose to continue to run your boiler while you schedule your service with a licensed contractor, the technology inside the boiler is designed to safely shutdown the boiler should there be any danger.

We recommend that consumers who continue to use these boilers while awaiting replacement have properly installed and functioning carbon monoxide detectors.


Will it cost me anything to get my boiler repaired?


Any cost associated with this recall will be covered by Viessmann. This includes parts, replacement and labor.


What if I cannot get my boiler repaired right away?


If you choose to continue to run your boiler while you schedule your service with a licensed contractor, the technology inside the boiler is designed to safely shutdown the boiler should there be any danger. Please schedule a service call as soon as possible.

Consumers who continue to use these boilers while awaiting replacement should ensure that the house is equipped with properly installed and functioning carbon monoxide detectors.


What is the process for wholesalers with affected boilers in their stock?


Affected boilers in a wholesaler's stock must be returned to Viessmann Manufacturing Company. Wholesalers are to inform Viessmann's Recall Specialist by email (recall@viessmann.com) or by providing a PO. They must indicate the number of boilers being returned and must use one of the trucking companies listed below. Boiler(s) must be packed securely to avoid any damages during shipment. Wholesalers may call our Recall Specialist at 1-833-799-4976 with any questions. 

For Wholesalers in the New England Area:

Smith Trucking
401-821-7666

Ross Express
1-877-878-8588 

For Wholesalers Outside of New England:

XPO Logistics
401-943-4500


Who will receive service toolkits?


Contractors who do not currently have a toolkit and need one to perform the heat exchanger replacement are eligible to receive one. To request a service toolkit, please contact Viessmann's Recall Specialist at 1-833-799-4976 Monday through Friday, 8:30am to 5:00pm ET.


Can contractors keep the toolkits?


At present, we do not have the necessary stock levels for all contractors to be able to permanently keep the service toolkits. However, we are now working to increase our stock based on the number of requests. Contractors will be able to keep their toolkit as soon as we are able to increase stock levels.


What is the estimated turnaround time for contractors to receive labor reimbursements?


Contractors must submit all required documents prior to receiving reimbursement. Once all required documents have been received, contractors can expect a reimbursement check within 3 weeks.