Heat Pump / Air Conditioning Warranty Enquiry
This post is for HEG customers that have encountered an issue with their reverse cycle air conditioner, AKA Heat Pump, where the issue has occurred less than 5 years after installation i.e. it is within the industry standard warranty period. There are some brands that have a 6 year warranty period.
Most heat pumps have a 5 years parts and labour warranty with the manufacturer where there is an issue or failure with a component. Warranties DO NOT cover components that have been damaged by a local electrical issue (network power spike, switchboard issue, customer accident, rodent damage, water damage from a burst water pipe etc). A Condensate Pump (an optional third party product which is installed where the inside heat pump unit is on an internal wall) has a 1 year warranty.
Initial Action: Hard Reset (resolves 90% of issues!)
A Hard Reset of an air con is where all power (including standby power) is turned off to the heat pump unit. To achieve this, turn off the heat pump at the isolator (big switch near the outside unit) or circuit breaker in the switchboard for a full 15 minutes. Then, switch it on again, user the controller or remote control to turn the heat pump on again, then wait 5+ minutes to determine if the unit is functioning correctly.
Additional initial actions:
- Ensure filters have been cleaned recently and condensate line isn’t blocked (especially for ducted air con systems).
- If there is a water leak, burning smell or electrical danger, then keep the power to the air con off.
- Ensure that the circuit breaker at switchboard hasn’t tripped off due to an electrical issue.
Submitting a Warranty Claim
If issues continue after the initial steps have been followed, and the unit is still within the warranty period, then the next action is to submit a warranty claim. Otherwise, contact HEG directly.
Each heat pump manufacturer has one or more nominated warranty agents in the local area that they have provided in-depth diagnostic training to for their particular brand and range of heat pump systems. HEG is very happy to provide an necessary information to assist you in this process to ensure a speedy resolution. HEG can submit the warranty claim for you, but we have learnt from experience that the process is faster if you directly communicate with the warranty agent rather than have communications potentially bottle neck with our support team whilst acting as a middleman for scheduling warranty appointments.
Warranty information required
| Brand and model of your heat pump / air con | Found on your HEG job invoice, or on the labels on the heat pump unit |
| Serial number – outside unit | Take a photo of the label, or contact HEG |
| Serial number – inside unit | Typically on the side or underneath the inside unit. For ducted system, contact HEG |
| Error code | Sometimes this is displayed on the inside unit, the wired or remote controller, or appears as a sequence of flashing lights on the inside unit. With the flashing lights, many people record the lights for at least 10 to 15 seconds, and then send that to the manufacturer (via their online form) so that it is accurately assessed. If there is an error code on the unit or remote control, take a photo of it. |
| Installation Date | Find this on your HEG Invoice. Search for [email protected] in your Inbox, or contact HEG. Our support team can be reached on 1300 96 80 60 or email [email protected]. |
| Installation Company | Home Efficiency Group (Sozpoz Ptd Ltd ABN 99 128 232 093), Tel 1300 96 80 60, Licence # 15606274, or nominated sub-contractor |
Fujitsu General
Fujitsu Warranty Information: https://www.fujitsugeneral.com.au/help-centre/warranty-information
Vic/Tas Support Number: (03) 9543 5899
Haier Air Conditioning
To register a warranty job, go to https://support.haier.com.au/s/air-conditioner-service-request
Technical Support: 1300 729 918
Mitsubishi Electric Air Conditioning
Warranty Form: https://www.mitsubishielectric.com.au/homeowner/contact-us/
(Select Type=Technical/Service Support from the drop-down option)
Mitsubishi Heavy Industries (MHI) Air Conditioning
Warranty registration: https://mhiaa.com.au/consumer-help-centre/warranty-service-request/
Mitsubishi Heavy Industries (MHI) Air Conditioning
Warranty registration: https://mhiaa-prod.ap21.smartcommunications.cloud/produce/wizard/91d095ed-1a4d-49b7-9fb8-5650e9b52e60/
Mitsubishi Electric Air Conditioning
Warranty Form: https://www.mitsubishielectric.com.au/homeowner/contact-us/
(Select Type=Technical/Service Support from the drop-down option)
Note: the manufacturer has preferred warranty agents in any given area that they have selected and trained, so the selection of a warranty technician is out of our control. HEG is not a warranty agent for any specific brands as we deal with a full range of brands.