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I would say I am in the middle. If the rest the system checked out, let them know I can fix it and give them option for replacement. I would make them aware the system can go down minutes after I leave for a different problem with the age it is at. If they chose to fix it, I would let them know I will credit a portion of the repair to replacement within 60 days.

If they chose to replace, I would take a deposit and fix it to get them cooling till I can get the unit installed.

My pet peeve is bashing other companies, and customers will try to get you to. If a competitor made a mistake, I always give the customer the option to call them back first, so they have the opportunity to make it right. We have a small community and a few of my competitors I will even give a heads up, and they do the same for us. I would of asked to see the invoice from the other tech, and if it had nothing to do with the PTC I would of let HO know that it didn't, and even use that as an excuse for replacement. "You know ma'am, this is the sort of thing that happens as the units age. Parts go bad one by one and before you know it you have invested more in repairs than a replacement cost."

Originally Posted by KB Cool

Yeah, what if the people don't have 5 grand laying around for a new system?

They can charge it...

Originally Posted by KB Cool

Yeah, what if the people don't have 5 grand laying around for a new system?

If you can't afford to fix it right the first time, how are you going to afford to fix it again.

You make them aware of the fact that the unit is 17 yrs old and and could break down again in 1 day, week, month or year. Or it could last 4 or 5 more years, there's no way of knowing. But the right thing to do is to replace it.

Originally Posted by nolaHVAC

Customer called and said system not cooling, she had a guy off of Craigslist come repair it a couple weeks ago for the same 'no cooling' problem, now it won't even come on at all. Get out there and this is what I find:

Not exactly sure what happened, but surprisingly the original "tech" that made the repairs is no where to be found now!

Just curious, did the homeowner ever tell you what the craigslist guy did?

I see those ptcr devices in ice machines fairly often, and I've seen them explode like that before.

Electricity + Resistance + Heat + Lots of Cycles = Eventual Explosion.

I don't know if I could just automatically blame it on the last person to work on the unit, without knowing what they did.

Originally Posted by makemice1976

Yeah, I totally agree with ya here. Until I read this message I was only guessing that the unit was 10+ yrs old. You can fix anything, you could've fixed everything correctly, but what happens when you get it all up and running perfectly then 2 days, weeks, or months later the compressor takes a crap? All that money spent on the repair is wasted, no warranty!! The right thing to do is replace the unit and the customer gets a 5 yr warranty. Maybe if the repair was just a cap or something else relatively cheap you can roll the dice but I'm guessing it would've been a whole lot more to repair this turd. I swear, some people just wanna put their 2 cents in and try to sound somewhat smart. Or some people just wanna argue with others. I'm only about 10 yrs older than you are but keep working the way you have been. It's rewarding and your reputation is everything in this business. It's makes it a whole lot easier when you can look at yourself and sleep at night.

Yeah, what if the people don't have 5 grand laying around for a new system?

Totally agree

Originally Posted by nolaHVAC

Yeah, I should've went more in depth I guess. What you cannot see, or smell, is the horrid smell of burnt plastic, the wires on the dfc board are not black from suit, rather slightly melted, and its a 17 y/o unit. Could I get it running? Absolutely! The problem I have is that I do my work the right way, so when I leave a job, my name is on that unit and it is my responsibility. I refuse to just patch this or anything up after a hack job, unless I go through the ENTIRE system and fix it. I'm somewhat young (27), but I love what I do and plan on doing this for the rest of my life, so I refuse to see my reputation decline in the name of 'just makin a buck'. I might not get every job I could, but I when I go home at night, I know I did right by my customers, and to me that is the greatest feeling. Hey, maybe I'm wrong, I don't know?!

Yeah, I totally agree with ya here. Until I read this message I was only guessing that the unit was 10+ yrs old. You can fix anything, you could've fixed everything correctly, but what happens when you get it all up and running perfectly then 2 days, weeks, or months later the compressor takes a crap? All that money spent on the repair is wasted, no warranty!! The right thing to do is replace the unit and the customer gets a 5 yr warranty. Maybe if the repair was just a cap or something else relatively cheap you can roll the dice but I'm guessing it would've been a whole lot more to repair this turd. I swear, some people just wanna put their 2 cents in and try to sound somewhat smart. Or some people just wanna argue with others. I'm only about 10 yrs older than you are but keep working the way you have been. It's rewarding and your reputation is everything in this business. It's makes it a whole lot easier when you can look at yourself and sleep at night.

Originally Posted by timtanguay

Does this mean...that copper thieves that steal high efficiency condensers are...turd burglars?

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I was thinking turd smokers.

Originally Posted by toocoolforschool

You can fix this turd or I can Sell you a high efficiency turd, your choice Mr. customer.

Does this mean...that copper thieves that steal high efficiency condensers are...turd burglars?

Sent from my HTC One S using Tapatalk 2

You can fix this turd or I can Sell you a high efficiency turd, your choice Mr. customer.

Originally Posted by branded

Well, it's nice to see that most of you recognize that the repair wasn't anywhere near the quoted repair price.....I was recently faced with a similar decision and opted to repair my system on my own rather than pay exorbitant costs as quoted by two 'pro's'. Fact is, when I questioned them they appeared to know less than I.....No kidding!

You may be correct but Most apparently are not as smart as you.

Originally Posted by nolaHVAC

Yeah, I should've went more in depth I guess. What you cannot see, or smell, is the horrid smell of burnt plastic, the wires on the dfc board are not black from suit, rather slightly melted, and its a 17 y/o unit. Could I get it running? Absolutely! The problem I have is that I do my work the right way, so when I leave a job, my name is on that unit and it is my responsibility. I refuse to just patch this or anything up after a hack job, unless I go through the ENTIRE system and fix it. I'm somewhat young (27), but I love what I do and plan on doing this for the rest of my life, so I refuse to see my reputation decline in the name of 'just makin a buck'. I might not get every job I could, but I when I go home at night, I know I did right by my customers, and to me that is the greatest feeling. Hey, maybe I'm wrong, I don't know?!

Bang on!!

Originally Posted by Brian8383

The PTC blew up. It happens with Carriers and it always looks that ugly. It is repairable for about $500-600 which included new board, wiring, start cap and run cap. Easy fix and may not even be the fault of the craigslist guy. Might just be a coincidence. You make fun of the CL guy, but he isn't the one that told the owner they have to replace the unit when it is an easy repair and likely the best option for the homeowner.

I agree.

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I've seen those explode/melt before on those Carrier HPs. Might have been the original problem, might not. With that kind of carnage it's hard to tell. I try not to play forensic detective on stuff like this, I just offer them two options: I can repair it with no guarantee on the unit life or we can quote a new one. If they asked, I'd fix it and let them know it doesn't have much longer to go.

I have not been blown away on anything new I have seen yet.. Kinda liked the duel fuel. That customer was cross with me on an 80*day, "two days ago" with me waiting for high stage to come on. All for nothing too since the guy before me stripped out the high fire screw on the valve.

Originally Posted by KB Cool

Yeah, your wrong! Should have fixed it! Serious, that unit looks factory to me! Just burnt a little! What is it a Carrier Heat pump? If the compressor's trashed or maybe even the RV? Then yes! Sell them a new unit! But, anything simply electrical (wiring)is worth repairing IMO!

X2. Fix it and move on.

Originally Posted by Nam515

i always give the repair/replace option. if they choose repair i tell them they are investing their money with no warranty if something else goes wrong as opposed to factory warranty on new equipment. then again i approach most every customer as a friend since i am a "service tech" and therefore providing them with a "service". i tell them my opinion if they have no idea what to do,but the real choice is up to them, its their money and they know what they can afford based on their situation. either way i write it on my service ticket and have them initial after the options/quotes i give in case they turn into jerks later saying i gave no options (been bit by this before. never again). in the end, if i sell a new unit-i probably wont see them for ten years, repairs-will see them every beginning season and end with the joke "hope i dont see you till next (whenever)" because i wont unless they want some accessory or misc job they think i can do because we made a trust bond and we are friends because of it

I treat all my customers like casual friends also... they seem to like it. TRUST, as you say, is a BIG thing IMO.

And yeah, I use that line also: "Nice to see you again... here is wishing I do not see you until scheduled maintenance is needed." The first time, they kinda look at me for a few seconds, then it sinks in and they smile and agree. They understand it is a polite way of me being respectfully friendly.

i always give the repair/replace option. if they choose repair i tell them they are investing their money with no warranty if something else goes wrong as opposed to factory warranty on new equipment. then again i approach most every customer as a friend since i am a "service tech" and therefore providing them with a "service". i tell them my opinion if they have no idea what to do,but the real choice is up to them, its their money and they know what they can afford based on their situation. either way i write it on my service ticket and have them initial after the options/quotes i give in case they turn into jerks later saying i gave no options (been bit by this before. never again). in the end, if i sell a new unit-i probably wont see them for ten years, repairs-will see them every beginning season and end with the joke "hope i dont see you till next (whenever)" because i wont unless they want some accessory or misc job they think i can do because we made a trust bond and we are friends because of it

Well, it's nice to see that most of you recognize that the repair wasn't anywhere near the quoted repair price.....I was recently faced with a similar decision and opted to repair my system on my own rather than pay exorbitant costs as quoted by two 'pro's'. Fact is, when I questioned them they appeared to know less than I.....No kidding!

Being self employed I surely don't want to inherit a 17 yr old turd after repair. If you charge any customer 500 to 1200 and something else goes wrong with it your fixing it for free to save your company name. That being said a 17YR OLD unit is not worth 500.00 bucks and repairing that turd would be a injustice to the customer and the company you work for.