In our new home we had two heat pumps which did not operate well. Called them and the owner, Skip, scheduled an appointment to have them repaired.
The technician, Josh, came out to investigate. After a few hours, he indicated that the drain lines were clogged with some odd orange liquid and needed to be vented, as well as replaced so they would drain correctly. This was an all-day repair that cost us quite a hefty amount, but he did a good job in replacing the line and making sure they were correctly draining the units.
He indicated that he cleaned all the units and they were working correctly.
Next day, the units still failed to operate correctly. Called Skip and indicated as much, and also said that the units were not cleaned at all, as I opened them and had to vacuum a lot of built up dust and debris. Instead of apologizing and scheduling Josh to come by and re-examine what was going wrong, he told me that Josh had cleaned everything like he said and that I was calling his technician a liar.
Needless to say, I was speechless that the conversation had escalated instantly to that response.
Skip proceeded to double down on bad customer service by saying that Josh was on the phone for hours on hold trying to speak to technical support at Fujitsu to figure out how to diagnose the problem, and couldn't get a hold of anyone. "So obviously the problem wasn't fixed," I said, and Skip came up with every excuse instead of offering to fix the original issue we called about-- two non-functional units. Bottom line, they don't guarantee their work.
Called another service and had a technician out yesterday, who opened up the units by unscrewing them entirely, and called me over. He pointed out how there was no way these were cleaned since they were filled with dust and debris, and also pointed out rusted coils in both. He surmised that a leak had formed, and rusted the coils, which prevented full pressurization of the system, and the rust was the orange liquid that was in the lines. I asked him if this was difficult to diagnose and he said no-- you just had to open them up and you could see right away what the issue was. He indicated the replacement parts were easily sourced and wouldn't take long to repair. I asked him if he called Fujitsu tech support, he said there was no need, the problem was obvious. I indicated that the previous tech was on hold for hours and maybe that's why he didn't diagnose the system properly. This tech said there are other phone numbers that take you to the right department and it should only take five minutes, but this repair was obvious and shouldn't need a call-- you just needed to actually open the units up to see for yourself.
I was charged a huge amount for the work. I'd give 1 star, but Jost did a good job on clearing the line and putting in new drain hoses, so he himself gets one star.
But despite spending so much money, the original issue wasn't fixed, so what's the point? Go to a mechanic to get your car serviced for an engine that won't start, and walk away with four new tires but your engine still won't start, don't immediately start attacking the customer by calling them a liar as the first sentence out of your mouth. read more
