What does an aircon warranty cover?

Aircon warranty: what it usually covers

A warranty is the maker's promise to deal with defects in the unit for a set period. Each brand sets its own period and conditions, so this section uses Daikin's published terms as the example.

Daikin's air-conditioner warranty terms say its general warranty runs 15 months from delivery or 12 months from installation, whichever is earlier. Daikin adds a further warranty period for the hermetically sealed compressor, so on a Daikin unit the compressor warranty runs beyond the general one. During the warranty, Daikin says it repairs or replaces defective parts free of charge, provided the aircon has been properly installed, used and maintained.

That condition matters as much as the period. Under Daikin's terms, cover depends on how the unit was installed, used and looked after, not only on whether a part failed.

Other brands' terms may differ from this example, so do not assume your unit works the same way. Read the warranty card or terms that came with it, and ask the maker if anything is unclear.

What can void a warranty

A warranty only works while you keep to its conditions. Daikin's warranty terms say the warranty becomes void for, among other things, the use of non-genuine parts, improper maintenance, failure to follow Daikin's instructions on installation, use, service or maintenance, or failure to comply with local codes or standards. The list goes further, so read the full terms for your unit.

Several of these points come down to the installation. In an HDB flat, HDB says only Building and Construction Authority (BCA) trained air-conditioner installers may install or replace condensing units. Flat owners face penalties for improper installation and if a unit or its supports fall for lack of maintenance. HDB also asks owners to have the condensing unit serviced regularly by a licensed service provider, and to ask whether its brackets need replacing because of rust and corrosion.

When you choose a company for aircon installation, ask whether its installers are BCA trained and whether it follows the maker's installation instructions for your unit.

What a warranty does not cover

A warranty deals with defects. It is not a servicing plan. Daikin's warranty terms say general servicing is not covered. Daikin also says it will not service units installed at an inaccessible position, and that workmanship problems on external field piping and insulation are not covered.

Two practical points follow. Before installation, ask where each unit will go and whether a technician can reach it for servicing later. And ask your installer what workmanship cover, if any, they give on the piping and insulation they put in.

Servicing is booked and paid for separately. Read how often to service an aircon to plan your visits, and compare aircon servicing prices published by companies in the directory. Prices depend on the job, so check what each company's price includes.

Making a warranty claim

Each brand runs its own claims process, so start with its terms. A few practical habits make an aircon warranty claim easier, whichever brand you have.

First, keep the papers together: the warranty card or registration confirmation, the purchase invoice and your service records.

Second, note the fault before you call. Write down what the unit is doing, when it started and any error code shown on the unit or the remote.

Third, contact the brand or the place where you bought the unit, and give them the details and copies of your papers. Ask whether anyone else may open or repair the unit while the claim is open.

For a new unit, go through the new aircon handover checklist on installation day, so the papers are in hand before anything goes wrong.

Where the Lemon Law fits

The Consumer Protection (Fair Trading) Act (CPFTA) lets consumers seek civil redress against suppliers that engage in unfair practices, such as making false claims. CASE explains that the Lemon Law covers goods that do not conform to the contract, with remedies of repair, replacement, price reduction or rescission. CASE also says the Lemon Law does not apply to services.

So a faulty new unit may fall under the Lemon Law, but a servicing or installation job does not. CASE adds that a buyer loses Lemon Law remedies if, among other things, they tried to repair the item themselves, or had someone else try, and damaged it in the process, or if the fault is due to wear and tear. If a new unit is faulty, contact the seller before anyone tries to fix it.

If talks with the seller or contractor fail, the Competition and Consumer Commission of Singapore (CCCS) says CASE is the first point of contact for local consumers. CASE helps consumers obtain redress, and in some cases compensation, through negotiation or mediation. CCCS takes enforcement action against suppliers who persist in unfair practices, but it does not assist individual consumers with redress. For an installation or servicing problem, read our guide to a dispute with a contractor.

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