Faulty Air Conditioner and Responsibilities

Lmicrostarba on 19/03/2023 - 02:52
Last edited 19/03/2023 - 03:12

Hi all,
I wanted to share my very bad experience purchasing an AC split system and keen to learn if anyone else had been through something similar…I'll try to keep the summary short.

  • We bought a split system and it arrived in boxes after a few days
  • We got a licensed tradesman to come out and install the product
  • Following installation, we tried to turn it on and learnt that the fan in the outdoor unit was making contact / rubbing into the panel. Turns out the panel was slighly dented (very hard to spot that just by looking at it though, and both me and the installer can't pick that up at first glance). Nevertheless, it's a brand new unit out of the box so you would have to hope that it's in good shape. Of course on the day i sent update with photos / videos to the retailer
  • I have been through a ridiculously long period of time just to get the retailer understand all the facts of what happened, and to agree that it's a faulty product that got delivered to us. At least now they have admitted the product is faulty…
  • They are still checking what solution they can offer (on which i emphasized that i'm not going to accept 'do nothing' scenario). However they flagged that if they were to replace the units, I have to bear the cost of unplugging it from the wall (both indoor and outdoor unit), with reason provided was: they did not install the system so have nothing to do with taking it down
    I CANNOT agree with this argument because:
  • The reason it has to be taken down from the wall is because it's a faulty product. So why do I have to pay for removing it?
  • A reference from ACCC discussing 'returning a faulty product': businesses are responsible for paying for the shipping costs or collecting faulty products that are large, heavy or hard to remove such as…installed appliances
    Appreciate any experience and advice on this point

As a consumer, I don't think we can do anything better (paid for the products, got an experienced/licensed installer, communicate in a timely manner, follow up regularly…). At the end of the day, we are installing this thing for our own use at home, so of course we want it to work well, safe and covered under warranty.

Electrical & Electronics Air Conditioner

Comments

  • AustriaBargain on 19/03/2023 - 05:28
    -4

    Maybe you didn't offer the installer a coffee so he dented your panel.

  • Muzeeb on 19/03/2023 - 08:04
    +3

    Can the dent be pulled to stop the rubbing?

  • Nugs on 19/03/2023 - 08:14
    +7

    "As a consumer, I don't think we can do anything better"
    Engage a supply and install business, reduced risk
    .

    • Jimothy Wongingtons on 19/03/2023 - 08:38
      +2

      That’s why i will just let the installer supply as well - any stuff ups, they are obligated to cover at least the call back.

      • microstarba on 19/03/2023 - 09:37
        +1

        I was gonna engage the retailer to install as well but they said it would take a month to just get a technician out to get us a quote of installation cost…

        • Jimothy Wongingtons on 19/03/2023 - 10:02

          Interesting, eg I know Bunnings apparently outsource to hi pages.

          I guess the other big box retailers prob have selected private contractors who bid just to have guaranteed business

  • solidussnake on 19/03/2023 - 08:17
    +2

    Call the manufacturer, tell them it was installed professionally supply invoice they should have qualified techs to replace the unit and or repair onsite

  • SBOB on 19/03/2023 - 08:24
    +1

    Unscrew the fan guard/metal panel, rubber mallet, replace, check for clearance, move on with life.

    (You're also assuming the installer didn't contribute to the subtle dint?)

    • microstarba on 19/03/2023 - 09:44

      Yeah im about 99% sure there’s nothing to do w the installer
      It could be as simple as knocking the case out, but who knows what else might be there and i’m in the middle of handling this with the retailer so I don’t want to touch it, otherwise they will probably say i tamper with the unit so they will have no responsibility anymore, including warranty…

  • Simoneee on 19/03/2023 - 08:30
    +1

    Unscrew the panel and punch it out is your best solution

  • Muzeeb on 19/03/2023 - 09:34
    +1

    Following installation, we tried to turn it on and learnt……

    Did the installer do a test run? Was this during the setup test or after the installer left?

    • microstarba on 19/03/2023 - 09:51

      Yep it was test run with the installer and us

      • Muzeeb on 19/03/2023 - 09:56

        That makes sense. Cheers

  • paulojr on 19/03/2023 - 10:27
    +1

    Yeh this is hard, consumer laws are firmly behind you BUT the ACCC doesn't have teeth unless there is a ton of complaints for the same retailer such as what happened to MSY, then action happens and the retailer gets a massive fine and learns.

    Again agree with your position, not only do they have to cover shipping, they have to cover reinstall/removal as its HVAC equipment requires professionals and that's there cost under the warranty.
    Time is also a factor, with essential services like heating it should be treated urgently too.

    Other ideas
    1) Definitely call the manufacturer. Shipping damage is extremely common with heavy HVAC gear so they will be use to replacing or fixing new units. They are also accountable as its their product. I didn't read the brand, however anything from say MHI, Panasonic, there is local people, if its Hitachi its a different story as there is no local people in Australia anymore (got bought out by some dodgy company) But call and try to get support or technical division and ask them to fix their product.

    2) Check the delivery boxes, see if there was a "distributor" such as vicair involved should be written on something. If so call them, I've found some of the distributors will take responsibility if the installer is lazy/incompetent. (Exactly what happened to me with my installer, he hasn't even taken the time to send me the legally required certificates yet the distributor stepped up and has done all the warranty work)

    3) Might be worth checking out the problem more closely, fan positioning might be easy to adjust (but I'm an engineer so might not be the sort of thing you'd want to fiddle with) also realising you cannot touch the internals as that might make warranty tricky. In any case make sure you video the unit going through its various modes and make that available to everyone, installer/retailer,manufacturer distributor.

    Also report the installer, if he/she hasn't given you an electrical certification report them, same if they didn't give you the appropriate refrigerant license. We've got too many of these dodgy people out there not going a competent job! A quick test run then washing their hands of the job is not good enough.

    Also let them know you'll be claiming additional costs for temporary heating/cooling as an additional item, and engage consumer affairs as soon as you can. (maybe by phone) Oh.. and if you talk to consumer affairs and you paid by credit card, ask if you can reverse the credit card payment? I am curious, clearly you were sold a product that is faulty and are not getting rectification, under CC terms, that would be a reason to reverse a transaction.

    • microstarba on 19/03/2023 - 14:15

      Thanks heap. I do get all the relevant certificates from the installer. And i do think he did the job professionally. Also it’s fair to separate responsibilities of each party here. For e.g, if is gas/water/electricity leaking, pipe issue, it’s on the installer. However in this case it’s purely issue with the outdoor unit, so not fair if i put it on the installer
      Nevertheless, i will follow this case to protect my very basic consumer rights

  • 7ekn00 on 19/03/2023 - 12:39
    +1

    Sometimes common sense is a far better solution then spending 20+ hours trying to get a retailer / installer to take responsibility …

    What is your time worth? If you want to spend 20+ hours chasing your tail, fair enough, but it takes 15mins to hammer out a dent :/

  • loropy9 on 19/03/2023 - 13:13

    It's worth trying to unscrew the panel cautiously, try not to leave any marks on the screw heads. Try to fix it yourself if possible. If not, then screw panel back and press on with the warranty claim.

    • microstarba on 19/03/2023 - 14:07

      I know and told the retailer it might be as simple as that. But i’m not going to touch it just to avoid arguing over warranty
      Situation like this just highlights how vulnerable consumers are when there’s issue

  • knasty on 19/03/2023 - 14:11

    As others have said, wherever installation makes up a significant proportion of the total cost it makes sense to get a supply/install contract. I've bought separately in the past but it saves all this back and forth if/when something goes wrong.

  • JIMB0 on 20/03/2023 - 06:43

    What brand is the unit?

  • microstarba on 20/03/2023 - 16:44

    Thanks all, we have come to a conclusion with the retailer that the product is faulty and there will be no costs to us for fixing / changing over if required. Thank you for all the advices

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