Call out Fee $300 for under Warranty Air Conditioner

npc on 18/08/2021 - 18:52

Hi ozbargainers,

My ducted aircon didn't seem to work properly. I called the manufacturer as it is still under warranty and they offered to come and take a look. After 2 hours of investigation by the technicians, no apparent fault was found. And the technician tells me now that this assessment will cost me a call out fee plus 2 hours of labour, just over $300.

Is it a normal practice? What are your opinions? Sounds like a way to discourage people from claiming warranty repairs.

The aircon is still not warming/cooling to my liking.

Home & Garden Air Conditioner

Comments

  • th123 on 18/08/2021 - 18:54
    +1

    What's to your liking?

    • npc on 18/08/2021 - 18:57

      Good question. Let's say outside temperature today was 23 degrees. After 2 hours of the aircon been set to the max and 32 degrees, upstairs room temperature became 27 and downstairs 22.

      • Hellfire on 18/08/2021 - 19:01

        Is that operating within specifications? If not then tell the manufacturer to keep investigating at their cost or replace the unit with a properly functioning one. It doesn't matter if they find the fault or not.

        • npc on 18/08/2021 - 19:10

          I think it is not, a technician thinks it is:)

          • freefall101 on 18/08/2021 - 19:35
            +1

            @npc: The specifications are the specifications, it shouldn't be open to interpretation. What did the technician actually say? Did they explain why it didn't do what you expect it to do, too large of a space, too much leakage?

            Feels like there's a lot of missing info here and you're just looking for a support group.

            • npc on 18/08/2021 - 19:47

              @freefall101: The technician said it is operating within specifications, with a slight potential sign of overcharge. Overcharge is not covered by warranty.

              I'm just frustrated as it feels like a lottery - something is not working and is under warranty. And you have to pay to actually find out if warranty covers it or not.

      • lgacb08 on 18/08/2021 - 21:27
        +1

        how big is your system and how big is your house. Where's the air inlet and outlets, being a double storey house you'll never get the ideal temperature range for both floors.

  • Jimothy Wongingtons on 18/08/2021 - 18:56
    +2

    If it’s working within specifications, havent you essentially cost the company? Parts/labour/travel etc. They didn’t give you a warning at time of arrangement? In the past when I’ve had to arrange service call for my tv and washing machine both companies, Samsung and Bosch advised I’d be liable for any associated fees if no fault found.

  • deme on 18/08/2021 - 18:57

    Did they provide you costs upfront?
    If not imagine they charged you 1 trillion dollars.
    If they did then pay up.

    • npc on 18/08/2021 - 18:59
      +1

      They have told me beforehand that the technicians will come and advise if any costs are applicable, before doing anything that costs. I was also told about that their call out fee for non warranty purposes is $99.

      • deme on 18/08/2021 - 19:00

        Based off what you are saying they are scamming you.

        You've been told they will tell you beforehand, that the call out is $99 (if no fault found)

        $300 != $99

        • npc on 18/08/2021 - 19:03

          But they had spent some time investigating, I guess that adds to $99. The question is - how much $$$ is too much simply to tell me that the fault is not covered by warranty.

          • deme on 18/08/2021 - 19:07

            @npc:

            how much $$$ is too much simply to tell me that the fault is not covered by warranty.

            $99 for 2 hours of time. What was the issue in the end?

            I was also told about that their call out fee for non warranty purposes is $99.

            • npc on 18/08/2021 - 19:08

              @deme: Your logic is right. I'm just trying to put myself in their shoes and see if there is a reason to charge $300.:)

              • deme on 18/08/2021 - 19:11
                +2

                @npc: Easy money, I walk around pretending to do shit for 2 hours and then invoice some sap (you).

        • Mike88 on 18/08/2021 - 20:55
          +1

          The callout covers coming to your door for most companies.
          The technician would not be able to tell OP whether their issue is warrantable or not without investigation which takes time and costs money if it is not a manufacturing issue.

  • brendanm on 18/08/2021 - 19:11
    +3

    Is this unit new to you? Is it undersized for the application?

    If the house is open, upstairs will always be hotter, hot air rises.

  • iNeed2Pee on 18/08/2021 - 19:13

    Don't pay. But expect to have your ducted air con missing in a week or so.

    • npc on 18/08/2021 - 19:14
      +1

      Mafia?

      • iNeed2Pee on 18/08/2021 - 19:53
        +1

        Yeah Tradie Mafia!

  • bradl822 on 18/08/2021 - 19:25

    They should have warned you, but that being said if you can't prove a fault or it works fine then why should they foot the bill?

    If I were the manufacturer I wouldn't cover it. They probably get false claims all the time.

    ***Edit have seen some of your comments regarding the call out fee.

    Is the bill from the technician or the manufacturer?

    My guess is the manufacturer has no idea what an authorised technician will charge, other then a call out fee.

    • npc on 18/08/2021 - 19:54

      The bill is from the technician.

      • bradl822 on 18/08/2021 - 20:14
        +1

        I would report back to the manufacturer, I'm sure they record the calls. They said$99 and it cost more. You had no choice so they should cover the cost.

  • bobbified on 18/08/2021 - 19:36

    If you provide the model number, someone else here might have it and be able to tell you if their's is the same. It could be just a shit unit, especially if it was like that from day one.

  • Master Bates on 18/08/2021 - 19:37

    Which brand? Just want to know who to avoid.

    • npc on 18/08/2021 - 19:49

      Daikin

  • jaejae69 on 18/08/2021 - 20:17
    +4

    I installed a Daikin in December 2019, a few months later it started making a weird noise on the cooling mode, basically sounded like the fan was brushing against something and there was a constant “click”.

    Well within the 5 year warranty so I called daikin and their customer service basically told me that for them to come out at my request, it would cost me a call out fee like what you described. However, they said that if I contacted my installer to check it first and if the installer deems it a warranty issue, the installer can put in a request to daikin on my behalf which will cost me nothing.

    My installer came back and had a look and lodged the claim for me and the daikin technician came very promptly and got it fixed. No drama at all.

  • Kaz0551 on 18/08/2021 - 20:21
    +2

    There will be a temperature sensor in 1 spot, usually at the intake. When the temperate hits the spot at this location, it will stop heating / cooking.

    We had a similar situation where a smaller bedroom would cook and the living space wasn't hot. The solution was adding additional temperature sensors and setting up additional areas.

    I'd say it's functioning as intended unless you have additional sensors.

  • Typical16-bitEnjoyer on 18/08/2021 - 20:26
    +1

    Lol Daikin. There's a reason that practically only installers sell these. Huge $$$ in service fees.

  • ECE on 18/08/2021 - 21:36
    +1

    A callout and 2 hours of work for $300 is a reasonable price for a fridgey 👍🏿

  • Porker on 19/08/2021 - 10:01

    Is the AC unit new or old? Has it worked to your liking in the past and now just developed an issue or was it (say) newly installed and has never been to your liking….

    If the system is working perfectly as it's meant to, but potentially underpowered for what your needs are, then in this case I'd say the call out fee is applicable because the error is in the earlier decision regarding the capacity of the unit.

  • Bushbasha on 20/08/2021 - 05:18

    Ducted ACs can be a pain. As was said above if your temp sensors aren't in a good place then it'll give false readings. Where's your return air grill and your sensors/control panel situated against each other? Guessing the return is going to be top floor, do you have a temp sensor / control on say the lower stairway or in the room your trying to heat/cool? (not a fridgey just trying to help you)
    Also the company is well within their right to charge you if no problem was found.

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