Purchased new AC mini-split, but found out condenser is 4 years old

3 years ago

We purchased and installed a brand new Carrier mini-split system with a reputable local HVAC company. We originally wanted Mitsubishi but were sold on Carrier because of their 10 year warranty. We paid full price. The wall unit had to be replaced during installation because it did not cool correctly. We did not live in the house for a while and so really just started using it this year. Barely a year after installation, it started leaking badly. Called the company and it seems it was not installed correctly where the drain meets the line. They fixed it. However, what concerns me is that the repair person thought this was an older unit. It had a lot of rust (disclaimer: I am in Florida so it does take a beating) When I called his manager to discuss pricing on the repair, I was told it was a 4 yr old unit ... I was shocked and told him it was exactly one year old, he looked something up in the system and told me it must have been a typo. That was enough to make me suspicious, so I looked up the serial number on both the inside and outside units with Carrier. The inside unit was manufactured in 2019, but my warranty was reduced to 5 year because it was a warranty replacement. It never worked, so I feel it should have just been returned at the time of installation. Instead, they treated it as a warranty replacement, which means my 10 year warranty was reduced to 5 year from day one. Most shocking to me is the outside unit ... the serial number indicates that the unit was manufactured in 2016, over 3 years prior to the installation date. Also, when I look up the serial number on the Carrier warranty website, it does not come up at all. I reached out to my salesperson and here is the answer I received First: "Thank you for reaching out to me. I remember your home and the first issues we had with the installation I did indeed sell you a new system but as I see, the serial number is from 2016. I do not understand why this is and will follow up tomorrow. It is typical that a replacement within warranty will not extend the warranty though. I completely agree that your experience has been less than great regarding this system and we stand behind our work and the products we sell. I will follow up with once I’ve had a chance to speak with Paul." ---------- Then he wrote "I have verified through Carrier that you do have a 10 year warranty from installation date. It is registered and valid. Even though the condenser was manufactured in 2016, it is still new. Air conditioners are not like cars with “model years”. Some models are around for years." ----------I am really concerned and would like to know if I am over reacting. Why was a unit over 3 year old installed? Where was it sitting for 3 years? Could the internal parts have started deteriorating/rusting early if not stored properly for 3 years? Could it be a returned/refurbished item? I don't want to be difficult or seem unreasonable, but something just does not seem right ... and I have been taken advantage of by other trades in the past so I am trying to be diligent now. I would like some opinions as to what is reasonable. Also, labor is not included in the warranty, and apparently this unit requires 2 men to be worked on (which of course increases my labor cost) so I would like to make sure I don't have to pay any more than I have to because of early deterioration. And should I trust the salesperson that it is warranted even though the Carrier website does not recognize that serial number?! Thanks in advance for your input.

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Comments (3)

sktn77a
3 years ago
last modified: 3 years ago
HVAC equipment can sit around in the "distribution network" for a couple of years before making it into a residential installation. "New" units are invariable at least a year or two old. 3 years is not usual but I wouldn't worry too much about it if you have the full 10 year post-installation warranty. Just get written documentation of the installation date and the 10 year warranty registration from your salesperson.
The_Lane_Duo
3 years ago
As long as you have documentation, I would not worry either. My husband does A/C & Heating for a living and this is not uncommon.
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PRO
Austin Air Companie
3 years ago
last modified: 3 years ago
The Serial number of the unit in
question doesn't lie, but those offering up excuses after the fact probably
will. Either to save their own face, soothe your feelings or a little of
both.

Bigger companies with ample warehouse space often times buy up
large quantities of equipment. America
is currently built by selling as much of a particular item all at once instead
of 'one at a time'. They do this because they marginally get better prices than
buying just one thing at a time. Why every time you see an infomercial selling something they tell you can get 2 for the price of 1, for an additional fee.

You buy in bulk and you get a marginally better price for buying more.

However, this isn't as great as it seems when it comes to HVAC equipment & warranty related trouble. The more space you have the more over
head you have so unless you are actually moving the equipment (which often
times does not occur) you wind up with a warehouse full of old equipment.
Hopefully this doesn't mean used or some other situation. Plus on top of all
that taxes on that in stock equipment take a good bite out of what kind of deal
they think they are getting by buying in bulk.

If they are moving the equipment (only then) does it work. People see this type
of thing a mile away... (when it becomes all about selling new equipment) then everything and any thing becomes a case for
replacing the equipment instead of repairing it.

While true the warranty would still
be valid, in theory you can read any manufacturer warranty fine print and 'if'
a start up date can not be determined said manufacturer will only give you
probably not more than 90 days from the date code within the serial
number. It might be as little as 60 days from the date code.

So as an example: if the unit was made
in April 2015, was properly registered and installed in 2019 the recorded time
is in the hands of manufacturer and their validation systems. If you lose that
start up paper work, you could get swindled out of it. Because the serial
number doesn't lie, that is why.

If the unit was not registered and installed in 2019 the
warranty is reduced to 5 years which should be 2024, but because the serial
number doesn't lie and there is no record of when the install occurred other
than paper work. Well this is how people lose. Under this possible scenario the
unit would be out of warranty by the end of this month. (Unit made in 2015, installed in 2019 and not registered... good luck trying to get that honored by Carrier. I wouldn't touch that with a 10 foot pole.)

Due to the serial number, they would likely claim you are lying.

Carrier equipment is a pain to do any warranty claim for. So the
odds are you lose, by default.

This is how it works from someone who actually files warranty claims on equipment failures. Circa 2020.

I buy equipment only after you put a deposit on it... in most cases 99% of the time it is fresh off the factory floor. On rare occasion it might be 1.5 years old. Meaning instead of current year, it's previous year made.

I service the Katy, Texas area.

Purchased new AC mini-split, but found out condenser is 4 years old

Comments (3)

sktn77a

The_Lane_Duo

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