The AC Outlet Damaged Product Internet

Purchased a complete Rheem central air conditioner with gas heat and it was delivered May 9, 2016. It was delivered with all 3 boxes on a pallet and in good condition. We are remodeling and our contractor is way behind schedule. On Saturday May 6, 2017 we opened the boxes with the inside AC coil and the gas heater. We discovered that the plastic condensation drain pan was cracked. Even more surprsising was the the opposite corner was also cracked, but it had been repaired with some sort of silicone caulking.

I contacted The AC Outlet and spoke with Noreen. She was very pleasant and even apologized for my problem. Noreen requested pictures and I quickly replied with the pictures documenting the damage  and the repaired damage. Noreen then called and requested that I make it ready for shipping and she would email the label for return shipping. She said that they were ordeing a replacement and it would be shipped as soon as the original equipment was returned.  She then called back and explained that the 1 year had expired and i would be responsible for all shipping. I explained that it was received on May 9 and we were still under the 1 year. She then offered to split the shipping 50/50, but she would have to get approval from her manager and call me back.

After a while I had not heard, I called her. Now it has changed again and I am being advised that they will only warranty the condensation drain pan and I must pay shipping and return the damaged part or pay approx. $45.00

Let me explain that the damaged condesation drain pan is installed in the bottom of the inside unit that contains many parts and it must be basically dismantled  to install the replacement part of a brand new just out of the box unit.

We choose Rheem from a previous experience. It is quite disturbing and disaapointing that a brand new central air conditioner is requiring warranty parts and it has not even been installed or operated yet. It was jus removed from the original shipping box. Sadly this does not represent The AC Outlet or Rheem very well. Mind you that I paid $2375.51, not such a bargin!