[sumgem]

Air conditioning company leave me only emergency heat for a month (in the cold winter) while they order the part. Can I accuse them being negligent?

[smoothy]

Perhaps the part is difficult to find, perhaps it is on backorder...

THEY didn't break it... if the system is old... its possible YOU neglected routine maintenance that might have stopped it from happening... or would have known a problem was coming. If its old it may have been overdue for replacement. None of those are the fault of the Air Conditioning company. They can't be expected to stock every possible part to every possible system. If you wish to even accuse them of negligence... you need a lot more proof than you have given in this post which appears to be nothing more than YOU are inconvienienced while YOUR system is broken.

Personally... I have turned and walked out on customers the moment they start accusing or creating a hostile eviroment for ME. I might be paid to fix something... but I am NOT paid to be abused, physically, or verbally.

Civility and respect go both ways... not just for the people performing the service, but for customers as well.

I know if I feel hostility from a customer... I am less inclined to do anything more than was contracted for... but I do go the extra mile for the nicer ones.


Remember Magic only happens in the movies. For the rest of us... we have to wait for the parts to get to us from wherever they might be, BEFORE we can get to you to replace them.

[sumgem]

Thanks.
Yes, my system is "old"--six year old, with ten year warranty. And I had the same company who install my system maintain it twice a year. There are ongoing issue from the beginning...

Now, I am sitting in a cold room wondering if it is being unreasonable that I ask a functional system in a timely manner?

[smoothy]

OK, you are having sufficient maintenance done... 6 years really isn't on the old end.

Keep in mind... stuff happens that can't be planned for. If whatever parts needed aren't available in the warehouse.. and need to be oprdered from the manufacturer, your service people are at the mercy of them as for as how soon they can actually facsilitate repairs.

What is timely to the person who had the failure may not be reasonible , or it might be... depending on the situation.

Now IF they had parts available... but they just don't have time for a month... that I would consider unreasonible. From personal experience... its hard to give exact dates when you have to wait for parts. If you say a week and it takes two for the parts to get in... you have a very irate customer... if you say 2 weeks and it does show up in time, then they are not as upset.

It's 99% certain they didn't get an exact date when they parts would be in... unless they had parts in stock... they can't make exact promises. Its very possible they might get in earlier than expected, it is possible the manufacturer told their warehouse they are on backorder, we expect to meat delivery by XX date. Which is a best guess, its not cast in stone.

And what you have a right to expect... will be in the warranty. Keep in mind... anything not actually promissed in writing is a gift if you get it. Most warranties promise repairs to get it fuctional. They do not cover any real or perceived inconvienience in most cases.

And again... you have to look at industry practices to know what "Timely" is considered. Not an individuals perception... which can range from, "I want someone out here 3 hours before it broke"... to... well you see my point.

Without knowing WHY they told you 30 days... its really hard to make a judgement if its reasonible or not in this case. You do actually have a backup heat source... even if its not the one you wish to use. Its not exactly like you have NO heat at all.

The manufacturer promised they would fix any manufacturers defects in that 10 year period as they describe... they didn't promise a new replacement system the next day 6 years into the warranty. A common misconception many people have.

Replacement and repair are NOT interchangible in warranties unless repair is deemed impossible, or unfeasible, and even then... sometimes its prorated (which will be specifically worded in the contract) in that situation... car batteries are a good example where prorated warranties are common.

[smoothy]

What I am saying... a month is not reasonible IF they have the parts and are dragging their feet. But IS reasonible if they really do have to wait for parts before they can schedule someone to do the work and aren't dragging their feet. Unless your contract specifically gives something specific in writing.

[hvac1000]

Air conditioning company leave me only emergency heat for a month (in the cold winter) while they order the part. Can I accuse them being negligent?

Sure you can but you will have to prove it and that would be just about impossible. If unhappy call a different company.

[Missouri Bound]

Let me ask you this... are you referring to a heat pump's emergency heat? In many cases emergency heat warms the structure faster than a heat pump. There is a trade off, however. If the emergency heat is resistance, then your electric bill will increase.

[sumgem]

Yes, it is heat pump's emergency heat. One month has past, I am still waiting.
Thank you, Smoothy, hvac1000, and Missouri Bound.
Wish I can tell you the whole story...