PARTS ONLY WARRANTY
Manufacturers in the HVAC and Appliance industry have parts only Warranty coverage. For example, if you have a GE Fridge or a LG heat pump, a defective part will be exchanged at their location without charge. This is the same with SunPump, we replace parts returned to us and exchange for a new part.
LABOR NOT COVERED BY PARTS WARRANTY
Virtually all Manufacturers do not cover labor themselves, they simply cannot be everywhere their products are installed. An owner does not call LG and expect them to send over a factory employee to change a setting, diagnose a glitch, or remove and replace a part - that is the job of the Installer or Dealer who sold the product. Look at the PDF attached below with the current Warranty for LG, Fujitsu, and Mitsubishi as examples - NONE OF THEM COVER LABOR. We have a dozen and yet to find anyone that includes factory labor.
SERVICE AGREEMENTS DO COVER LABOR
Major Appliance and HVAC manufacturers offer several levels of 3rd-party Service Agreements that pay a fixed rate for qualified labor that is listed. Service Agreements are like Insurance policies that keep a low rate to protect in case of a major repair. It is the responsibility of the Vendor or Installer to offer every one of their customers a Service Agreement. When an Installer does not offer a Service Agreement to the customer, when a problem comes up, the Installer does not want to provide un-paid service on "call backs".
This is where the Service Agreement will pay $75-hour with strict limitations for covered items, solving the problem for both parties.
SUNPUMP - NATIONAL SERVICE AGREEMENT
SunPump is committed to service excellence by backing the parts in our unit. We strive to be equal to the big boys in HVAC with fair and equitable policies. We are pleased to announce that In 2017 SunPump Dealers shall offer their Customers a low cost Service Agreement backed by Prime Warranty in Canada. We expect a 2-year plan for $299 and a 5-year plan for $499 to be available in late January for both new and existing customers. Claims are filed directly with Prime. http://www.primewarranty.ca/
DEALER TECHNICAL SUPPORT
To improve our level of service, SunPump will transition away from providing phone and direct technical support to end users and instead invest in training Dealers. Our goal is to have Installers walk every customer through the use of SunPump before they leave, and all Dealers to know answers to the top 10 support frequently asked questions. Nearly all issues in 2016 were to do with non-warranty items, like Controller settings and installation problems with pumps or other heating components outside of SunPump.. We plan to provide more Videos in 2017 that show common adjustments and use of features, that a Dealer can share online, making it easier to communicate a series of How to's.
REALISTIC EXPECTATIONS
No one expects the Sears repairman to do a house call without a typical $150 call out fee. No one expects to call General Motors to come to the house and reset the dash clock when the time changes, you go to your GM Dealer.. It is a mystery why some Dealers have their customers expect more labor coverage from SunPump than any other manufacturer. HVAC products are mechanical and do require periodic maintenance that must be serviced by a local company. We are confident that SunPump is reliable, durable, and backed, and will best satisfy a customer who has a Service Agreement for annual protection. Avoid the disappointment of expecting something for nothing.
