Carrier Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First of all, Carrier
advertised a full ten year warranty on parts for the system I
bought.  They still advertise systems like this; they still advertise ten
year full warranties on all parts on their top of the line products and my
purchase was a top of the line system.  I was assured at the time that
this was the best system they made.   I was assured by the installer
at the time that there was a full ten year warranty on all parts.  I also
visited the installer a week or so ago and talked to several of the people
there and they confirmed that I did purchase a unit with a full ten year warranty
on parts.  I still have the marketing survey that was supposed to be sent
to Carrier, but elected to do on line registration instead.  I wanted a
very efficient system that had a long warranty. 
I did register the product.  If
Carrier lost the on line registration, I cannot help that.  
There should be no need
for me to re-register my system only for the purpose of a marketing exercise
since the contract was signed in the presence of both parties and I have used
this installer for 20+ years (and they are very highly rated by me).  No
mail re-registration or internet registration is as legal as the direct and original signatures on
the contract. 
 Even if Carrier lost the
internet registration, I am not required to fill out marketing surveys after I
have paid for the system and after it has been delivered.  The sale is
done and no one can reach back.  The
Federal Trade Commission has ruled that warranty cards cannot be used to void an
advertised warranty even if they are not filled out because they don't give
anything back to the customer.  The only requirement the customer has is
to notify the vendor if the system breaks so it can be repaired.  The
buyer has no more responsibility.
I beleive that It is further bad
business to try and trick the customer into thinking he has purchased a warranty
that can be avoided with "fine print" in a contract related to filling out a marketing survey.  I hope
this is not what Carrier is doing even though it would surely improve their
bottom line through reneging of the contract in the five to ten year period.  Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]
I put a new $10 capacitor on this unit this past Saturday. It made the fan and the unit come back on but it wasn't cooling and after 20 minutes it would shut back off. So yesterday 5-2-15 I got a booster for the new capacitor it cost a little more than $50 put it on and the fan and unit came on and started cooling my house , it started working. A certified AC repairman did a diagnostic for me and told me even though the booster has my unit working this could be only temporary because the fan's going out. The serial no. of that unit [redacted] product no. [redacted] manufactured Jan 2011

Dear Mr. [redacted],I am sorry to hear your Mother In Law experienced problems with her Carrier equipment.   I contacted the local distributor that spoke with your dealer and was advised that your dealer was not instructed to arbitrarily replace the reversing valve.   The dealer...

was to perform some additional trouble shooting to determine if the valve was bad.  You may want to check with the dealer to ensure he followed the troubleshooting instructions he received.Would you please send me copies of the service tickets related to said repairs along with the documentation showing the valve analysis.I await your reply.Regards,Lynn [redacted]

Dear [redacted]
As explained previously, Carrier does not hold the labor warranty.  We only hold the warranty on the parts.  You will need to review labor warranty issues with your dealer.
Regards,
Lynn N[redacted]
Carrier Corporation

The Carrier distributor for Ms. [redacted] territory will no longer deal with the customer because she is abusive.   Our warranty covers parts only.   We offered, as a concession to assist with the labor to replace the failed compressor but
she is not receptive to...

that.  No additional assistance will be offered.   A phone call from the customer to our Customer Care Center is attached.

Dear Mr. [redacted],I am sorry to hear you are disappointed in the warranty that is provided for your equipment.  All warranty certificates outline the registration requirement for the additional 5 years of parts warranty.   The information provided in the product registration is very...

valuable to our Marketing team.  But to be valuable, the information must be linked close to the time of the sale.  For this reason, as an incentive to homeowners to provided their information within 90 days, Carrier offers the additional 5 years warranty on parts.Unfortunately, because your system is 2.5 years old, I cannot extend the warranty.I understand this is not the solution you are seeking however I am bound by the terms listed in the warranty certificate.Regards,Lynn [redacted]

Dear Mr. [redacted]I am sorry to hear you are having problems with your Carrier equipment.   I see that you spoke with our Customer Service office and outlined the repairs done by the different dealers over the years.   Would it be possible for you to send me copies of the service tickets.My...

direct email is [redacted] I await your reply.Regards,Lynn [redacted]

I need time to contact and find out why the buck is being passed to a subcontractor. My unit says carrier on the front as far as I know.
More research
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Dear Ms. [redacted],I am sorry to hear from your complaint that you have not registered your equipment.   Do you have any document from your dealer that noted you were supposed to have a 10 year warranty, or do you have something showing that they said they would register it on your behalf.I...

await your reply.Lynn [redacted]Carrier Corporation [redacted]

Dear Mr. [redacted],
I am sorry to hear you are having problems with your Carrier
equipment.   
Your dealer has advised that he still believes there is something wrong
with the power at your unit.   He has data logged spikes above
250V.  At this point the only...

thing we can suggest is that if another
failure occurs, the parts be returned to the Carrier distributor for
inspection.   Engineering has no recalls on the boards or motors in
your model so to have the repeat failures you have experienced is extremely
unusual.
While Carrier will not replace your unit, we will work with your dealer
to help determine what may be causing the problem.
Regards,
Lynn [redacted] 
Consumer Liaison -
Executive Offices
United
Technologies/Climate, Controls and Security
Phone  [redacted]  [redacted]  [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.HVAC guy eric from action repair and sears said the compressor blew out.  Serial number [redacted]
Regards,[redacted]

I did receive the text from Lynn but you have to realize that our house just having been built in 2014 at the end of the year we've only had this unit one and a half years and it's cause this many problems it's generous that she thinks that $200 will be something that seems kind but we've had to deal with all of the heat behind electricity issues for this unit not working properly from day one and their responses before I even got to Lynn where that they had the wrong person the wrong installer they didn't contact my service person they thought that they were talking about a different case and all of this could have been averted if somebody with some type of intelligence and their organization would just listen and we could have gotten it soft a little bit sooner or they could just make units that don't have issues and when they do they actually respond right away to them I've been hurt a lot of expenses and I think that they are just covering the $200 there's so much more she could have at least covered the price of the service tickets for this year I am still waiting to see if this solves the problem with them installing a new fan I should say with me installing a new fan because my service man had to apply for it and install it and I had to pay him for it I think it's a company they can respond better 2 problems but in the meantime I have to wait till we have constant 80 degree weather just see whether or not this does fix the whole problem and not until then will I know whether or not I need a different unit thank you [redacted]

As stated in my previous response - the warranty Carrier provides is a limited parts warranty for five years from the date the equipment is installed.I asked our technical representative to review with [redacted] their service history with the units at your residence. [redacted] advised the pressure switch and collector box were replaced under warranty; there was no notation of any water damage from the collector box. It is their opinion that the blower motor and wheel failed most likely from construction dust in the blower. The current diagnosis is that the compressor is bad and will need replacement. [redacted] has no records of any maintenance ever being performed at this home. We understand that the costs and inconvenience associated with the repair of your equipment is almost always unexpected. We sympathize with the stress that unexpected expenses can have on any family; however, no compensation or concessions beyond the original limited parts warranty coverage will be extended to you.I understand this was not the resolution you were seeking. I am very sorry that we are unable to provide a response more in your favor.Sincerely,Regina [redacted]Consumer Liaison - Executive OfficesUTC Climate Controls & SecurityPhone: [redacted]
[redacted]

Fine, forget the reversing valve and stipulate [redacted] is lying despite the technician telling me twice that he thought it was the compressor and I was there when he was talking to Carrier tech support. Lets discuss the issue of having to pay more than $300 just to diagnose the unit and the unreasonable cost to replace the compressor. The unit has a warranty, what kind of warranty costs the consumer this kind of money?I also wish to know the Carrier jurisdiction  I must use to file and  send small claims paperwork. I know where this is going.Regards,[redacted]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted]

Dear Mr. [redacted]Your warranty company is welcome to call me directly if they need clarification.My number is [redacted].Regards,Lynn [redacted]

Dear [redacted]
I am sorry to hear there is a problem with your cooling equipment.   The notes in your file in our customer service office note that the factory replacement part is on backorder, however your dealer has been notified to install a universal part to give you cooling...

until the Carrier part arrives. 
If you have additional questions, please let me know.
Regards,
Lynn N[redacted]
email [redacted]@carrier.utc.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hello, I did read the PDF that you sent on the original
response. Again, it was the service technician manager at [redacted]
who informed me that the problem is a leak in the piping, be it formicary or general, and that it should be covered by Carrier. They later informed me that the Carrier Rep denied my warranty claim. He also stated that it had likely been leaking for quite some time, but had not yet lost enough freon that I noticed a drop in production from the unit. I have to think that the other companies that are on the list of suppliers ([redacted], etc) in your PDF would stand by their product for something they are well aware is not the homeowners fault, was an industry issue, and something that has been fixed as a design change. Or at least offer to warranty half, such as the parts, and I pay for the labor. Anything to try to work with your customers goes a long way. I understand that your job is to deny claims, but you would hope the company would stand by its workmanship if the unit were in your home, or it was you $1,200. If I do have to pay for this repair without help from Carrier, I can assure you that another Carrier product will never enter my home, including this replacement coil, as I'm sure there are competitors units that will work, and who hopefully stand behind their products and customers.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
I'm extremely appreciative and satisfied with the highly professional way [redacted] of Carrier has handled and helped me with this problem. Her answers to my questions , needs and concerns were always concise and prompt and has pointed me in the direction that I need to go to get my air conditioning unit fixed. Her due diligence was more than I'd hope for.

I am working directly with Mr. [redacted] regarding the sizing issue with his equipment.   I advised that Carrier will buy back the equipment and offer a credit for the cost of the equipment to any Carrier dealer of his choice.  I also agreed to a one time concession in the amount of $1000.   Mr. [redacted] is working out the financials with his dealer.Regards,Lynn [redacted]

Dear Mr. [redacted],I am sorry to hear you had a problem with your Carrier equipment.   While the Carrier warranty only covers replacement parts, the notes in your case indicate a replacement unit was approved on 1/3/2018.Should you run into any problems obtaining the unit, certainly let me...

know. Regards,
Lynn [redacted]
Consumer Liaison - Executive Offices
United Technologies/Climate, Controls and Security
[redacted]  [redacted]
[redacted]  [redacted]
[redacted]  [redacted]