Very Bad Experience With Samsung Aircon And Best Tech

[danify 0]

Hi all,

This is not a hate post. I just want to share the experience I have before anyone gets hit into it. Btw, just to let all forumers from the consumer side know, all posts down here do not have unlimited longevity. Apparently, there are contacts within this admin for this forum to delete post which is deemed offensive to certain group of people (contractors).

Anyway, just to start the story:

My journey on the Samsung system-4 aircon started one day on the 07 September 2014 while me and my wife were shopping for stuff for our BTO at Sengkang. We went to IMM to look for our kitchen appliances and to see if there are any other things we could buy for our new nest. We have already decided on getting a Sys-4 aircon with one compressor. Hence, we were looking around. We have gone to gain city, at that point of time, a sys 4 Mitsubishi invertor easily cost $4,200. It was expensive but my wife and I decided that one time pain to air-condition the whole house rather than deciding to put one in the living room much later.

At that point of time we chanced upon Best Tech Aircon Engineering Pte Ltd. Our initial view was that, why not since we are already here. Looking back, I do kinda regretted stepping into Best Tech in the aircon purchase. We were served by the sales lady, Catherine whom my wife must say that she does excel in her sales. Well, her customer service was alright. Nothing bad about her as she is just fulfilling her sales target too. I mean to be honest, there was nothing wrong with the sales people pushing. At the end of the day, we the customers are the one signing on the dotted line and authorizing them to swipe on our credit card. We were convinced at that point of time, why not try Samsung invertor aircon. Btw, her reasoning why Mitsubishi Aircon is more popular is because of the marketing. She is telling us that both sets are also made in china.

My Purchase details:

Just to let everyone know I am not a competitor but a consumer, my invoice number is 31892 based on Best Tech.

Samsung Invertor Sys4 - $3,579.00 (Whopping $600 difference from Gain city)

AJ24HCJ4EC

AJ09FBADEC X3 (3 Bedrooms)

AJ18FBADEC X1 (Living Room)

Free upgrade to YAMATO 3/8" (60m) - We were being convinced that the insulation is much better than amaflex.

$50 Electrical Voucher - Some forumers did mentioned before, the vouchers are USELESS as the "designer lighting" displayed there is heavily marked up.

$100 Furniture Voucher - We went to the electrical shop first, what do think, we would go to the furniture and look at the hopelessly overly marked up stuff there?

$160 Servicing Vouchers - This one I have not started to use. Recently when I took it out, I saw that they broke it into small pieces of $10 and 1 piece is valid for 1 fancoil unit per time. Meaning to say if they were to charge you $100 per service trip for 1 fancoil, you can only use 1 voucher to offset.

Btw, there was an additional charge of $80 for the 2^nd time installation of the Fancoil. It is always highly not recommended to install the FCU while your contractors are still doing renovation in the house. Hence, I have opted for 1^st time to install the piping and the 2^nd time after my ID (Senz of white) finish painting my house.

First installation was in 25 September 2014. Installation was alright. As usual do not expect contractors to be on time. My ID was here too, to advised on the location of the aircon. Something we would all IDs to do. Installation went on as usual and it was completed before end day.

The 2^nd installation was very eventful. First and forth most, as usual the Best Tech people came late. But that’s not the cause for concern as none of the contractors came early. Next, the foreign worker who came to install the FCU for the living room install it very much to the right. Well, obviously when he installed it, he knew that it shouldn’t be that way but he install it nevertheless. I had to complain to the supervisor for him to rectify immediately. Thereafter another screw-up, the supervisor told me that the master bed room’s connection is too short. Hence the whole FCU has to lean slightly to the right which was ultimately horrendous. He also remarked that “your aircon is abit different, new model right, I need to study how to install”. But nevertheless, as I was in a hurry to move in, I relented and let him do it. Another decision I would later reflect. Last but not least, AIRCON not cold. But the supervisor actually told me that “it takes some time to cool down, but it should be ok”. In my mind I was thinking like, “not cold means not cold, you think I never use aircon in my life before?” Btw, also in order to do things faster, the supervisor actually called his colleagues, all in all 6 people were in my house installing the FCUs, call that efficient.”

Subsequently, I moved in around beginning of December 2014. From the first day when my wife was using the aircon, she complained “NOT COLD”. I thought initially it was just her. As she is usually the one who complained hot as that’s her. As times goes by, I also was sweating in the room. Btw, we did not save on electricity. The aircon was on at 22 degrees Celsius. To be honest there were times when I feel that I really choose the wrong brand. Well anyway just too bad, already signed on the dotted line.

After 7 months of unbearable aircon condition with my wife’s constant nagging, I decided to call up Best Tech to “claim my warranty”. Initially, I couldn’t get into the service line, 6743 3777. I called and there was an answering machine then silence. Hence I wrote in this forum about that and I was promptly called back by this ken, service manager who apologies and told me that he would get some guys to investigate his phone line issue. He did explained that they should be a lot of service personnel picking up customers’ call.

First service (29/06/15) by Best Tech

Serviceman came abit late. I have took leave especially for this and hence wasn’t in a very good mood when this happens. This Vincent guy called me and told me to on my aircon unit all to 18 degrees Celsius and wait for him to come. He came quite late actually, around 5 plus in the afternoon. What was done during this first visit was that he clean my filter and recommended that I monitor and if still not cold, I should call best tech to schedule a “vacuum out to replace the gas”.

He also told me that for my FCU, if need servicing please call Samsung personnel as it is very hard to service.

2^nd Service (11/07/15) by Best Tech

Vincent came again this time, this time round I finally saw what is the “vacuuming technique” he was talking about. My father in law who works on air-conditioning units for buses did advise me to tell the installers to use this technique as he commented that this is a better technique to ensure that they would not be air bubbles in the entire coil system. Well I did not. And this has to happen.

Thereafter, things were pretty much “peaceful” for a while than the inevitable happens. MY AIRCON TRIP! And the funny thing is that when it trip, only 1 FCU was on. Hence for a period of 2 months, it constantly trip. During that point of time I couldn’t do anything as my wife was pregnant with my daughter and us Chinese believe that you should not touch any fittings in the house especially in the MBR. Hence, it did drag on for a while until end of august when I called Best Tech on this issue. For that I was advised by Best Tech that this is out of their hands and they would get the agent (Samsung) to call me. This is something that I am not happy with. No agent called me back. In the end, I had to call Best Tech again and someone from Samsung did call me back again.

3^rd Service (09/09/15) by Samsung

The first thing I must comment that Samsung technicians are much pretty on time. In fact they are early. Secondly, it is only now when I realize that my warranty started during that day the piping was installed. So this is how Samsung started the warranty. How about that fact that my FCU was installed much later around late Oct 2014. How am I supposed to test the aircon without the FCU. Using my mouth??? This I hope Samsung will look into it. I felt cheated of around 1 month of warranty. Anyway, the service went on alright until by stroke of luck, we discover that one of the unit installed in my study room had some noise. The engineer took time in dismantling the entire FCU and took out the faulty motor. Samsung HQ had arranged the next day for the same technicians to replace my FCU faulty motor.

What was done for the trip and non-coldness. Their evaluation was that it could be the MCB switch fault. I forgot to explain, the aircon did not trip my entire house yet so far. Only that particular MCB was trip and I have to on it everytime. What he did was that he change to another 20A which was a spare. For the non-coldness, they determine that it was due to lack of gas. I told them that best Tech had technicians topping up the gas already. You mean Best Tech technicians did not do a good job. All the Samsung technician did was smile and was telling me that if there was a leak, you should be talking to the installer.

4^th Service (10/09/15) by Samsung

I did not have unlimited leave. Fortunately I was on paternity leave during this 2 days they were doing the service and I did manage to cater to their timing. Nothing much was done other than replacing the faulty motor. No trip again so far. Same technicians came. They were early again.

5^th Service (09/10/15) by Samsung

For the past month we were evaluating, the aircon trip again multiple times. Same situation where only the particular MCB trip. I called up Samsung again. This lady answered in quite not too happy tone. She ask me what’s wrong with my aircon again? The key word here is “again”. I mean as a consumer I do need the sense of confidence that your aircon works and not trip right? The same technicians came on that day itself. What they did was that they double check the gas pressure and set the current limit for the compressor which they remarked everything should be fine. For the power trip for this MCB, the reasoning was that it was due to electrical surge and they recommend me to change this particular MCB switch to another “less sensitive” one (from B20 to C20) in which Samsung would CHAGRE me because it is not covered in the warranty package. The charge is around $100 inclusive of labour. Kinda rip off! They told me to consider. Furthermore they reminded me that my warranty for all my aircon is already up. And for the next visit, it would be chargeable. However, there is another one month additional warranty for the service they have done for this fault.

BTW, I also found out from them that, I have to tell to all home owners out there. The compressor’s warranty for 5 years cover only the motor. Do note that the other parts if spoiled is only for 1 year. DO NOT be fooled by the marketing and thought that the whole entire compressor is covered for 5 years.

Evaluation

Today the 17^th October 2015 when I came home to on the aircon, it tripped again!!! Kinda irritating. I was seriously considering changing the MCB switch when I ponder a few questions to which I am going to ask Samsung.

- The MCB provided by the government (HDB) cannot support your aircon that’s why it trip. So you mean the government do not support us having aircon in the house? Btw,

- Is the change legal? Is Samsung personnel even qualified to change? Licensed electricity worker?

- Can Samsung GUARANTEE that after this change the aircon WILL NOT ever trip again?

- Can Samsung GUARANTEE also that should I change this MCB switch, there will not risk of fire?

I have using aircon for the past 29 years. This is the first time when I am faced with this kind of substandard aircon. I have been warned of buying aircon from Samsung by elders. But at that point of time, we already signed so we do not have choice of getting away without paying anything more. Furthermore, compounded with such sub-standard service from the installer company, I am starting to doubt those decisions we have made. Is Samsung suited to make aircon??

For those home owners or would be home owners, please be aware. Don’t regret! Thanks for reading the long post.

[danify 0]

Hi all,

An update to the situation I am facing. I do appreciate that Ken's call today. As per discussion with Ken, I must admit I sound very harsh in my opinion above and I would like to comment that those are my personal opinions. As for consumers out there, please evaluate yourselves and see if the purchase is worthwhile. My opinions are not meant to sway the buying patterns of other consumers or tarnish the reputation of any company. I must comment that Best Tech has been very kind in trying to solve all the issues I faced so far looking at the multiple calls I have gotten from Ken.

I don not want to be labelled as a keyboard warrior and I guess I should do justice to BEST TECH by amending the title to:

Very Bad Experience With Samsung Aircon (Installer: BEST TECH)

For the free gifts above,

$50 Electrical Voucher – Correction* In my opinion, there’s no harm in looking around for alternatives but the vouchers are something that BEST TECH is looking at for a one-stop service to their customers.

$100 Furniture Voucher - Correction*the price is always agreed upon by a willing buyer and willing seller.

I just found out from Ken that based on industry standards, “vacuuming” is not needed and if need be, aircon installation companies will charge consumers.

My corrections/explanations are in red below:

The 2^nd installation was very eventful. First and forth most, as usual the Best Tech people came late. But that’s not the cause for concern as none of the contractors came early. Next, the foreign worker “skilled technician” (This word foreign worker seems to offend) who came to install the FCU for the living room install it very much to the right. Well, obviously when he installed it, he knew that it shouldn’t be that way but he install it nevertheless. (I felt disheartened because instead of installing it the wrong way, he could have done it once and good. I have nothing against him; I worked with foreign workers before. They are in fact more willing to listen to your woes and some of them are very good.) I had to complain to the supervisor for him to rectify immediately. (No harm done, the supervisor rectify immediately).Thereafter another screw-up, the supervisor told me that the master bed room’s connection is too short. Hence the whole FCU has to lean slightly to the right which was ultimately horrendous. He also remarked that “your aircon is abit different, new model right? I need to study how to install”. (Supervisor should foresee it as he is the one who came for the first installation)But nevertheless, as I was in a hurry to move in, I relented and let him do it. (But no point stating it now as I was the one who live with it, I should have gotten him to re-cable that part. In hokkien we have a “phrase” LPPL) Another decision I would later reflect. Last but not least, AIRCON not cold. But the supervisor actually told me that “it takes some time to cool down, but it should be ok”. In my mind I was thinking like, “Not cold means not cold, you think I never use aircon in my life before?” Btw, also in order to do things faster, the supervisor actually called his colleagues, all in all 6 people were in my house installing the FCUs, call that “efficient.” (No action needs to be done by BEST TECH, it’s just to remind consumers if aircon is not cold, do voice out).

23^rd October 2015 (call from Samsung on the 31^st October 2015)

My aircon trip the particular 20A type-B MCB again….and surprisingly this time round is after 12 hours of usage. For clarifications, I must explain that 2 separate situation when my aircon trip.

1. Usage for more than 5 hours (common occurrence)

2. Trip when I press the on button.

During the above 2 situations, only one Fancoil unit which is the MBR one is on. I did not on any water heater, washing machine, or any heavy power intensive machine. There is only a NAS running 24/7 drawing at 34W of power.

Solution given by Samsung aircon: Change the MCB to a 20A type-C one which is less sensitive so that it would not trip. They told me that the issue could be due to electrical surge. Mind you, that’s a system 4 aircon which is supposed to be “suitable” for HDB 4-room. Furthermore, I got a call from Samsung stating that as a consumer, I will need to engage an electrician to do it myself at my OWN cost. Anyone can reply whether you would buy something that knowingly cannot work? And based on certain precedence, it should solve the issue. This I feel is not logical because:

- I have a relative who has also another brand of system 4 invertor aircon, 4 room HDB flat…he mentioned that his has been working well so far. (Whether cold or not different story)

- The trip only happens after at least 5 hours of continuous usage with ONE FCU running, which electrical surge seems implausible. (correct me if I am wrong)

- Samsung has told me that they feel that solution should work because they have done it before on other users. So there are cases of tripping happening for Samsung sys4 in which I am not sure whether it is a similar model.

- BUT Samsung cannot guarantee me whether changing the MCB switch will work.

- Nothing was mentioned whether there is any defect in the compressor or FCUs.

The purpose of this correction/explanation is to address my harshness and probably too bias approach to the installer company, BEST TECH. On the contrary to what I have mentioned in my original post, I must say that I have not regretted stepping into BEST TECH but have learned a lot indeed from this experience.

Ken, service manager of BEST TECH has given me the vote of confidence that he will get Samsung to look into this tripping issue as mentioned in his call to me today.

Ken, I say this to you. From a consumer perspective, I would like to suggest certain points like suitability of the aircon to be highlighted when your sales team pushes for sales. Due credit has to be given to technicians like Vincent with whom has patiently explained to me the technicalities of the aircon system and done the extra mile. I appreciate the call and the attention that you have given to my small matter and I do hope that your company have more people like you. After all as a consumer, we just want to get issues resolve and not for warranties to be play like “tai-chi”. Any clarification you need for this, you can contact me. You know my number.

[allenlsk 1]

Hi, All,

i have a Similar experience with Best Tech, when i go the sales office & ask question, the sales lady just say yes to everything. i ask also if i paid the deposit if the installation guy find out that my condo can not install the air cond as per what i want, can the deposit be refund. the answer is yes.

but after the contractor come & management say that the air cond is not able to be fit, when i ask for refund, there are so many excuse. this drag for months, i went to oversea just come back recently. have no time to due with this, so my wife call them and ask again, this round they are saying the the deposit have been paid too long time ago, 

deposit back or i file a court sue 

Thanks

[Chin May 0]

@http://www.renotalk.com/forum/profile/79291-allenlsk/ did you able to get back the deposit?  Same experience like you, paid 300 and they said cannot install. Dragged like 2 weeks already still unable to get back.