FARMINGTON,, CONNECTICUT -- Had a new heat pump and air conditioning unit installed 2 years and one month ago. The compressor burned out and new one was installed under warranty. However the warranty does not cover labor much to my surprise! I called customer service and received no satisfaction as labor is not covered. I informed the person that I wouldn't have needed the labor if their part didn't fail and since the warranty is for 5-10 years, obviously this was a premature failure knowing the statistical analyses that goes into determining warranties
Bottom line I will never buy another Bryant/Carrier product again as the arrangement between dealer and the factory is similar to the US Auto industry. Like Autos, next unit is Japanese or Korean as they recognize the ownership experience doesn't stop at the dealer and they keep tighter control over their dealers. Haven't bought an American car in over 19 years and I can only say the same will apply to my heating and air conditioning needs. Lesson: make sure warranty covers everything including labor given American business ethics or the lack thereof.
It is a shame that most American businesses need to go bankrupt or out of business before the management changes their ways. In the mean time the good people that work for them lose their jobs. By the way, I own a small company and I would be out of business if I provided the same disappointing level of customer service/satisfaction.
HOT SPRINGS, ARKANSAS -- Last April I purchased a High Efficiency top of the line Bryant/Carrier Central Air Conditioning Unit. Model FV4. The Bryant installer gave me a 5 year parts and labor warranty on the inside unit and 10 years on outside unit.
2 months ago I began calling him about problems with my new unit...he ignored my calls. Finally he left a message that he'd declared bankruptcy. I called another Bryant/Carrier repairman.
He came out and said the problem was a defective Starting Relay on the Cooling Compressor. He informed me that this part was constantly going out on this model unit. The factory was aware and told them they didn't have a viable replacement as of yet...just keep replacing them. He said some new units like mine were on their 3rd Relay already.
The Relay was bad, and in my case also burned out the Compressor. The Repairman said since they didn't install the unit they weren't responsible for any warranty labor. Bryant/Carrier agreed to replace the parts, but refusd any labor.
Responsibility for Bryants/Carrier's defective parts are passed along to the consumer. They talk about service, but have no problem screwing the consumer.
A $6000 air Conditioning unit barely a year old, and a known continually defective part burns out the compressor...and the factory says its the consumers problem to pay for the labor.
I have filed a complaint with the Attorney General of Arkansas for Deceptive Trade Practices again Bryant/Carrier Manufacturing.
I had a new Lenox Unit in the 80's that went 10 years without a single problem. Bryant/Carrier is all HYPE, no substance.