• Report: #997463

Complaint Review: Nordyne

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  • Submitted: Tue, January 15, 2013
  • Updated: Sat, January 19, 2013

  • Reported By: Sher — Emmaus Pennsylvania United States of America
Nordyne
8000 Phoenix Parkway O'Fallon, Missouri United States of America

Nordyne Gibson Heat Pump Bad Motor first day, bad fan in 6 weeks, compressor failed at 6 months poor customer service O'Fallon, Missouri

*Author of original report: Please explain

*UPDATE Employee: Only getting part of the story

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A certified contractor instaledl a 13 sear Gibson heat pump. First day the motor went bad and was replaced. Six weeks later the fan made a very loud noise, so fan was replaced. Noise improved. Six months later the compressor broke. I had to wait one month for the compressor to arrive from Nordyne.

I asked for a new unit but that does not compile with the warranty. Nordyne only replaces parts. It does not matter that the unit is only 6 months old. Bob Marks in customer support provides no assistance.

Nordyne lies. They said they would send the compressor in one week and lied for 3 additional weeks.The company website publicizes about the quality of their products and their customer satisfaction. They lie. How can a company sell a product that cost thousands of dollars that is merely junk. Discuss with your contractor who supplies the units, if it is Nordyne find another contractor.

This report was posted on Ripoff Report on 01/15/2013 04:46 PM and is a permanent record located here: http://www.ripoffreport.com/r/Nordyne/OFallon-Missouri-63368/Nordyne-Gibson-Heat-Pump-Bad-Motor-first-day-bad-fan-in-6-weeks-compressor-failed-at-6-997463. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Please explain

AUTHOR: Sher - (United States of America)

My installer was trained by your company.  This installer installed two other units over the last two years for customers who referred me to him and they have had no problem with their units. What causes a motor to go the first time it is turned on? The fan blades were loud from the first day. I thought I just had to live with it, until my neighbors complained. So the installer told me that is a problem with these units.

So the blades were replaced. The compressor failed around 6 months, however I did not file the product registration in accordance with the warranty.  If the customer has all the original paper work, why is that registration so important?  A company that boasts "its Quality Assurance" surely would not let a piece of paper stand in their way of standing by their so called quality product. It still does not change the fact that your product failed 3 times so far within 6 months. Waiting 30 days for a replacement compressor is unreasonable.
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#2 UPDATE Employee

Only getting part of the story

AUTHOR: palutisk@nordyne.com - (U.S.A.)

We are, of course, disappointed to hear about the problems this homeowner is having with his Gibson system. Normally, a new Gibson system would be covered by our Quality Pledge to replace the unit if a compressor fails within the first year. http://www.gibsonhvac.com/Warranty.htm  If we were unable to do that, it would be because the installation of the product did not meet warranty requirements.

A mis-matched system (our unit outside and another manufacturer's system inside) will void a warranty because those two components have never been tested to work together. This could be the case here.

Most homeowners don't realize how critical the installation is to the performance of the system. If a unit is not installed properly, it will never work correctly. And when we see a series of problems like this right after installation, we always question the installation.

One thing we absolutely do not do is lie. We are a company with honesty and integrity.
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