Nordyne Gibson, Broan, Frigidaire, Kelvinator, Maytag, NuTone, Philco, Tappan, Westinghouse Faulty equipment, Laughable warranty, horrible customer service. Sent faulty replacement part after two weeks. O'Fallon, Missouri

Hi Jerry,

I am truly sorry that our customer service experience fell short for you. We try very hard to respond to homeowners in a timely manner, but unfortunately, in peak season, our response times can be longer than we would like as we are staffed up to handle calls from technicians.

I spoke with Bob Marx, and he remembered your conversation and that you had told him you had purchased your system online. Because the installation is so critical to the success of the equipment, our warranties only support sales through a contractor. (See the full warranty details here, exclusion 4: http://www.nordyne.com/literature/consumerwty/stndrdwty.pdf).

Purchasing online may also mean that you purchased a system without a network of local distributors supporting it. Typically, local distributors carry replacement compressors, and a dealer can, in theory, have a new compressor installed in a matter of hours, not weeks. The fact you had to wait for it to be shipped may be related to having no local supply houses in your area.

If I am incorrect in the online purchase, please call out warranty department (1-800-422-4328 option 4) with the serial number, and they can go over the specifics of the warranty with you. I also recommend that you have your dealer call our technical services team (1-800-422-4328 option 2) to discuss the compressor issues and possibly troubleshoot your system to make sure everything else is in working order. We want your Gibson to be delivering the cooling performance you expect for this summer and many, many more.

Kari Palutis
Communications Manager
NORDYNE