On March 24, Navien CEO Scott Lee sent the following letter to the company's partners and customers in response to the COVID-19 pandemic:
"Navien’s commitment to health and safety is at the heart of everything we do. As a provider of plumbing and heating services that are necessary to maintaining the safety, sanitation and essential operation of residences, we are closely following guidelines from our local, national and world health organizations.
"Navien’s guiding principles during this COVID-19 storm are as follows:
"As Navien monitors the ongoing COVID-19 situation, we want to assure you that our response plans are in place so that we may continue to offer uninterrupted service, technical support and shipping.
"To ensure the safety of our employees, Navien has enacted a work from home strategy for all departments except for shipping.
"Navien’s remote strategy has slightly modified our normal Tech Support call queue process. When contacting Technical Support, your call will be automatically placed in a hold queue until the next available agent can assist you. During the hold period, you will hear background music and/or ringing while your call is being connected. Hold times may be slightly longer than normal while waiting to be connected, but please remain on the line and your call will be answered by one of our support agents. Agents will remain available during our normal support hours, seven days a week.
"This is a rapidly evolving situation and our responses will continue to evolve along with it. Together we will get through these challenges.