Complaint Review: Nordyne LLC

On July 6, 2010 (just a little over 5 years ago), we purchased a FRIGIDAIRE 14 seer R410A gas A/C and heating system from a registered contractor for NORDYNE, LLC, the manufacturer and warrantor of the equipment.  The SOLE reason behind our decision to choose this equipment, over other touted brands at the time, was the 10-Year equipment operational warranty that was advertised to come with the equipment.  We have full documentation on proof of purchase and all original purchase documentation.

At the time we purchased this equipment, the user manual, installation instructions, and numerous other brochures, flyers, and papers were stuffed together inside of a cellophane sack, along with the warranty information.  Our payment receipt clearly reflects that the purchase includes the 10-Year equipment manufacturer's warranty.  At the time, that information was placed in our household files along with other administrative records.  However, we just recently discovered that this package contained a product registration (attached as the SECOND page of a front and back printed folded form under the overall heading of "Limited Warranty Quality Pledge") which had been stuck in the middle of this package of materials.  The fine print on this document is an administrative contingency that allows the company to warrant the equipment for only FIVE (5) years, instead of TEN (10) years, UNLESS the customer personally MAILS BACK the referenced piece of paper to the manufacturer's corporate office within 60 days of purchase.  Had we known this at the time, we would have most definitely mailed the form to the company.  As we were not aware of this provision, and believed that the installing contractor had taken care of all due and proper registration requirements (which he says he did ON LINE) -- we had no reason to question or doubt the validity of the full 10-year warranty on which the sale of this product was based.

The coil inside of the A/C has gone bad twice already, requiring replacement.  The coil was previously replaced in 2012, which was still within 5 years of purchase date.  In August of 2015, we were advised by an authorized technician that the replacement coil has gone bad (yet again). 

Although I appealed the matter through Nordyne's corporate office, sending a letter by certified mail to their President and Chief Executive Officer, my request to have the 10-Year warranty honored was DENIED.  I had to call their executive office several times before anyone would even call me back on this matter.  I was informed by Nordyne company personnel that they are unwilling to make an exception for this oversight -- since the company relies on customers to return their piece of paper within specific time parameters so that they can “set aside enough of their contingency funds in advance to cover warranties.”  The company informs customers that this practice is customary and standard throughout the industry (a claim that is not fully supported by experts in the industry).

For obvious reasons, we believe this to be a loophole that is indeed allowing Nordyne to deceive a great many customers who are purchasing their equipment in good faith, relying on the touted 10-year warranty, and then putting their new purchase paperwork to file without having any idea that there is a piece of paper mingled into the package that must be mailed in to the company in order to enact the full 10-year warranty service period. 

We believe that this is morally and ethically wrong -- not to mention shady business practice.  Either companies stand BEHIND the touted quality of their products -- or they DON'T -- without hiding behind administrative loopholes that puts the burden on the CUSTOMER to make the warranty VALID.  Obviously, NORDYNE fails on all points.  Buyer BEWARE when purchasing from NORDYNE.