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Fujitsu America Inc Complaint - Fujitsu does not even acknowledge complaints - Fujitsu air conditioner/heat pump, #23RLQ
Fujitsu air conditioner/heat pump, #23RLQ - Complaint
FAIRFIELD, NEW JERSEY -- Here’s our experience after my wife and I purchased a Fujitsu mini-split (combination air conditioning and heating unit, #23RLQ) from an authorized Fujitsu dealer in 2008. We paid slightly over $2,000 for the unit, plus $368.32 to an electrician and $600 to a Fujitsu-trained technician to install it.
At first it ran great, although we didn’t use it often. In November, 2010, it started working intermittently and flashed an error code. Despite numerous repair attempts by a technician from an authorized Fujitsu repair facility, it stopped working altogether in the spring of 2011. We were advised by the facility that the unit was not repairable and that we should work directly with Fujitsu for a solution.
Since then we have tried to contact Fujitsu twice, first on June 7, 2011, by mailing and emailing a letter to its customer service department, and then on June 25 by writing directly to the president of the company. The response has been a resounding silence. Although we furnished our telephone numbers, mailing address, and email address, Fujitsu has not used any of them to even acknowledge our letters.
Meanwhile our $3,000 Fujitsu unit is still mounted on the wall, still flashing the same error code, but is totally useless. In fact, it will cost us money just to remove it.
I should point out that we did not make any unreasonable demands upon Fujitsu. Although the warranty that came with it has not fully expired (the compressor was warranted for five years), we are not demanding a free replacement unit. But we believe any reputable company should be willing to work with its customers to repair problems that are obviously only repairable by the company itself (by interpreting the error codes they built into the unit).
We are still hoping to hear from Fujitsu and get our expensive air conditioner/heating unit fixed. But until then, take this as a warning. If you buy a Fujitsu unit and have trouble with it, don’t expect any help from the company.
At first it ran great, although we didn’t use it often. In November, 2010, it started working intermittently and flashed an error code. Despite numerous repair attempts by a technician from an authorized Fujitsu repair facility, it stopped working altogether in the spring of 2011. We were advised by the facility that the unit was not repairable and that we should work directly with Fujitsu for a solution.
Since then we have tried to contact Fujitsu twice, first on June 7, 2011, by mailing and emailing a letter to its customer service department, and then on June 25 by writing directly to the president of the company. The response has been a resounding silence. Although we furnished our telephone numbers, mailing address, and email address, Fujitsu has not used any of them to even acknowledge our letters.
Meanwhile our $3,000 Fujitsu unit is still mounted on the wall, still flashing the same error code, but is totally useless. In fact, it will cost us money just to remove it.
I should point out that we did not make any unreasonable demands upon Fujitsu. Although the warranty that came with it has not fully expired (the compressor was warranted for five years), we are not demanding a free replacement unit. But we believe any reputable company should be willing to work with its customers to repair problems that are obviously only repairable by the company itself (by interpreting the error codes they built into the unit).
We are still hoping to hear from Fujitsu and get our expensive air conditioner/heating unit fixed. But until then, take this as a warning. If you buy a Fujitsu unit and have trouble with it, don’t expect any help from the company.
Comments:
Posted by trmn8r on 2011-08-20:
Mini-splits are high tech, and clever. I'd like to install one myself.
Being high tech, support is critical when something goes wrong.
Have you tried any phone calls?
U.S. Headquarters
Fujitsu General America, Inc.
353 Route 46 West
Fairfield, NJ 07004
Telephone Contact Numbers:
Toll Free: (888) 888-3424
Local (NJ): (973) 575-0380
Main Fax: (973) 575-2194
Email: hvac@fujitsugeneral.com
Service Department:
Toll Free Service Hotline: (866) 952-8324
Local Service Hotline: (973) 575-0381
Service Fax: (973) 836-0449
Tech Support Email:
servicehvac@fujitsugeneral.com
Technical Support is available from 8AM - 8PM EST.
Being high tech, support is critical when something goes wrong.
Have you tried any phone calls?
U.S. Headquarters
Fujitsu General America, Inc.
353 Route 46 West
Fairfield, NJ 07004
Telephone Contact Numbers:
Toll Free: (888) 888-3424
Local (NJ): (973) 575-0380
Main Fax: (973) 575-2194
Email: hvac@fujitsugeneral.com
Service Department:
Toll Free Service Hotline: (866) 952-8324
Local Service Hotline: (973) 575-0381
Service Fax: (973) 836-0449
Tech Support Email:
servicehvac@fujitsugeneral.com
Technical Support is available from 8AM - 8PM EST.
Posted by Anonymous on 2011-08-21:
I'm not sure what writing will necessarily do. Direct contact is many times better and can be achieved with the numbers trmn8r has supplied.
Although, I wouldn't necessarily expect them to cover any of the costs. That is what warranties are for and even you admit that only the compressor is currently under guarantee.
Best of luck.
Although, I wouldn't necessarily expect them to cover any of the costs. That is what warranties are for and even you admit that only the compressor is currently under guarantee.
Best of luck.
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