Guess what came in today....

 

Guess what I unexpectedly found on my doorstep today.   A box!!! 

But what could be in it?  You may ask....

Inside, I found two boxes like the one below:

 

 Hmmm...  This is getting interesting.  Could it be something useful?

So, I opened one of them, and saw the following goodies, plus an instruction sheet:

 

This looks amazingly familiar....

But what could it be?

 

Yes, miracles do happen!!!   It is the replacement control unit for  my air conditioner!  YAY!

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As you can see, some disassembly/assembly is required.  And I do not plan to do this while the NYC Tristate area can expect several days of 90+ weather.  So the boxes will sit for a while, waiting for a "cooler" day for me to work on this project.

 

A Quick Air Conditioner Update

 

I figured that I'd make another quick post about my Air Conditioners....

On Saturday, I sent a quick message to Friedrich regarding the Firmware for my AC.  Today, I received a reply telling me that it is back ordered, with no shipping date yet available.  So I asked the gentleman another quick question: Do I need 2 separate shipments?

I'll keep you informed.  At least, I'm keeping cool up here....

A quick note on life passing way too quickly

 

It's hard to believe that I haven't found the time to write a new entry for several days.  So I figure that I should put down some bullets to let you know what's happening in my life....

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First, I'm still waiting on getting a fix to the broken Wi-Fi connectivity on my air conditioners.  Later today, I'll be writing Friedrich's CEO to let him (or one of his flunkies) know that I'm very upset that they don't have a solution to my problem yet....

Believe it or not, I'm still going to my mind numbing job.  I don't know how long I will last there.  But I can use the money, I enjoy going to work as Marian, and I have nothing else to give me reasons to get up in the morning at a schedule that most people consider normal.

And last, I am going to see my friend, LK, the former student clinician from Mercy who helped me with my voice training.  It will be a rushed dinner, but something we've wanted to fit in for a long while.

It's now 2 weeks since I first started to call for tech support, and still nada....

 

Air conditioners are relatively simple mechanical devices. A pump compresses a refrigerant (Freon was once the most common one used), passes it through a nozzle which cools a refrigerant that is then passed through a radiator to cool the air in a room. (I hope I got the process correct here.) Waste heat from the warmed refrigerant is passed through an external radiator to the outside of the building. With the exception of the refrigerant being changed over the years to protect the environment, the principle used in today's machines is the same as that used several generations ago.

What has changed is the electronic circuitry controlling the units.   It has grown much more complex, so that it can maintain a constant temperature as desired, turn the machine on and off at selected times without operator intervention, and conserve energy which was wasted in older air conditioner design.  In the case of my two new air conditioners, the manufacturer has implemented a Wi-Fi interface, so that one can control the unit from one's own cell phone.  By today's standards, this is not rocket science.  But it is something that Friedrich as gotten wrong.  Both of my units have faulty Wi-Fi connectivity which has not yet been corrected by a manufacturer supplied firmware update.  

As of the time this entry was written, all I have is a case number and some nice words from tech support.  No fix has yet been shipped. And I expect that the manufacturer does not care much about quality control, as it rushed to send these units to distributors (and on to retail customers) before it verified that the product was ready to ship.

So here is the second letter I sent to the CEO of Friedrich:

Dear Mr. Campbell,

This is the second time I’ve taken the time to write you due to support issues I’ve had with my Friedrich Wallmaster Air Conditioner.  Unfortunately, when my second new unit arrived, it has the same Wi-Fi issue as the first unit – I cannot use the Friedrich Connect app on my phone to control either AC unit.

On Friday (7/9), I was able to reach the same polite gentleman who assisted me on the prior Tuesday (7/6).  This fellow told me that he was a little backed up, and that he couldn’t get the case number established that day – but he gave me one (20536) on Friday.  However, he wasn’t able to send me the firmware update at that time to allow me to get my Wi-Fi connectivity problem fixed. 

On Saturday (7/10), my second AC was delivered and installed in my bedroom. I then tried to connect my phone with it to no avail.  When I checked the unit’s firmware, it was at the same level as its sibling in the living room, thus explaining why it also had connectivity problems.

Case number:  20536

Living Room Unit: Bedroom Unit:
Model: WCT16A30A Model: WCT12A10A
Firmware: 1.02 Firmware: 1.02

As of today, I have not received the help I need to get the Wi-Fi functions of my Wallmaster units working properly. The last time I was in contact with this person at tech support, he noted that it would take 3 days to receive a tracking number. There was no mention on when I would receive the fix that I need to use all the features of my air conditioner. When I contacted him again on Tuesday (7/20), he still had no idea when I could get my AC’s Wi-Fi fixed.

I would appreciate any and all help you (or your office) can give me to get this issue resolved promptly.

So far, I have had no success with Friedrich.  Soon, I plan to let the people who sold me my air conditioners know what is going on so that they can be aware of potential problems in the units they sell.  Additionally, since they have more influence as distributors than I have as a customer, maybe they can get the word out to the people at Friedrich who can get things done.  Who knows?

I only wonder when I'll have this issue resolved....

 

 

It's been a week since my first service call.

 

Since I don't have much news to report from the home front, I might as well talk about my air conditioner saga for a little while longer....

As, you, my readers know, I bought 2 air conditioners on a staggered schedule.  The first AC was delivered several weeks ago, but came with a firmware flaw which prevents me from using the Wi-Fi link to control the device from my cell phone.  This past Tuesday, I had the opportunity to talk with a nice service representative, and he got the process of getting updated firmware in motion.  Today, I called to see what's up, and I spoke with him again.

Hopefully, by this time next week, I'll have two fully functional air conditioners being controlled from either my iPad or my Android phone.

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I may have mentioned that I am replacing a semi-functional AC in my bedroom.  Yes, it works, but I can't rely on it.  So I'm spending the extra $1,000 to be sure that I have a working air conditioner that will last me several years.  How do I know it is doing something?  First, I've seen physical evidence that some cooling is going on: when I had the air filter touching the "cool-air radiator", I found that there was some ice on the filter.  Second, I'm seeing an occasional water droplet drain from the air conditioner when I look at my unit from the outside.

Will I get my $1,000 worth when the new bedroom AC comes?  I hope so.

 

 

 

PS: The bedroom AC unit was installed on Saturday, and it feels like it's cooling off the room much better than the old one.  Additionally, it has the same Wi-Fi issues as the one in the living room.

A quickie regarding my air conditioner problem.

 

 

Yes, it's another installment in my air conditioner story, because work has kept me too busy to have much of a life outside the office.

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Yesterday, I was finally able to reach someone from Tech Support who was willing to help me, although being overworked at the moment.  After 30 minutes of waiting, being next on queue, I realized that Friedrich's WiFi support is both understaffed and underappreciated.  So I played it nice when I finally reached the gentleman on the other side of the line.  He noted that he was backed up and wouldn't be able to start the exchange of emails that would allow me to resolve my Air Conditioner's WiFi problem. At this point, I calmly explained the situation from last week, and asked him to send me an email to make sure that he could reach me and that I could reach him.  (It also gave me a name to use in my next complaint latter, if one is needed.)  And that he did....

I need to get all this information from you:

Steps to get firmware:

1-. Click MENU button -
2-. Find the option ( SYS ) on the screen using the UP and DOWN arrows and click MENU whenever you find it.
3-. Go all the way down to the option FW and press MENU that will show you the Firmware of your unit.
4- Full Name -
5-. Full Address -
6-. What kind of phone are you using to connect ? ANDROID OR APPLE ?
7-. What error are you getting when you try to connect ? -
8-. Serial Number -
9-. Best callback number -
10-. Model number –

This was not a problem for me, and I sent him a response within 30 minutes.

Thanks for sending this so quickly!

Marian Johnson

XXXXXXXXXXXXXX

XXXXXXXXXXXXXX

Model: WCT16A30A

Serial: ########

Firmware: 1.02

Looking to connect with: 

1. An Android Phone

2. An iPad

I want to be able to use both devices.

Friedrich Connect software on phone/iPad/and Website doesn't connect with the AC.  I've received "unable to initialize association process" and "Error X107 TypeError Network request failed."  it advises me to call Friedrich Support with information from message "2.0.1.10.123.45.2"  This info will come up on both iPad and Android phone.. The other gentleman (who was in a rush last Friday) told me that I needed a firmware upgrade based on what I was seeing.

Best callback number: 914-###-####.  Please note that I need to know in advance that I'll be receiving a call.  (I have some after work responsibilities that can make an unexpected call turn into a problem.)

Do you think I'll have this on another Wallmaster unit being delivered this week?  I had to replace the AC in my Living Room/Kitchen area first, and then decided to replace the Bedroom AC 3 weeks later.  Hopefully, I can get firmware for that unit (I don't remember the model number off hand, but it is a 12k BTU / 110v unit) that works "out of the box.". If so, can we accelerate the firmware update process for that unit if needed?

Since the gentleman on the other side of the line said that he was backed up and wouldn't be able to get back to me for a day or two, I figure that it makes sense to wait until after the weekend, as both air conditioners will be in place, and that I'll know if I have the same problem with my bedroom unit.  

Would I recommend Friedrich units to others?  Not unless they were forced to use a unit which would fit an old Fedders in-wall sleeve.  Since Friedrich is the only company making units for these sleeves, they have a monopoly that both appliance salespeople and the manufacturer take advantage of.  Sooner or later, this will change.  Until then, we're stuck with a company that causes needless problems for its customers.

More on my new Air Conditioner - Independence Day Weekend Support Issues.

 

I figure that my readers may be interested in the following complaint letter I wrote to the president of Friedrich Corporation discussing the troubles I've had with my AC.  It's best to write to the top honcho when you have a problem, as the little people have only so much power to influence major problems in a company.  And in my case, my complaint addresses major quality problems for the company which affect me as a customer.

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Mr. Chuck Campbell       
President,
Friedrich Corporation
10001 Reunion Place
San Antonio, TX 78216

 

Dear Mr. Campbell,

I recently bought a pair of Friedrich Air Conditioners, looking to replace the two in-wall units I have that recently failed.  The first of these units has been delivered, and I am already having problems – all of which should have been caught before the unit was sent out to your distributors for consumer sales. It is this unit and its problems that I want to discuss in this letter.

The unit (Wallmaster model WCT16A30A) comes with a manual which does not properly identify where the “Menu” button can be found.  Looking straight at the control panel, it is not readily apparent that this button is directly UNDER the control panel.  I had to call tech support to find out where this button was.  Your manuals should be updated to make this clear for the person who wants to start setting up the unit’s special features, such as WiFi (for use with the Friedrich Connect App).

Next, when I started to follow the manual’s procedure for setting up the WiFi on the unit, so that I could use your App, I encountered another problem.  So, I rushed home to get in contact with tech support before it closed down for the long weekend.  Most people in my area cannot get home on weekdays by 6 pm when your tech support line shuts down, so they are forced to take time off from work to deal with your very limited tech support hours.  This is the second issue I’ve had to deal with, and I was lucky to be able to schedule my time so that I could reach your people in time.

Finally, when I called tech support, I was the 6^th caller on the queue.  A few minutes before 6 pm, a technician came on the line and rushed to service me.  He noted that there was a firmware update to the AC that needs to be applied, and asked me for my email address without confirming he had taken it down correctly.  Once he had my address, all further communications would take place by email – and that he’d be sending me information right away.  This did not happen.  He was in a rush to get me off the line, so that he could service other customers before his shift ended for the week. Either he got my email address wrong (inexcusable in one way) or he didn’t bother to send me the email (inexcusable in another way).  Even more bothersome was the fact that your firm shipped out a product without making sure that it would work as documented in the field.  This is totally without excuse.  Products coming out of the factory should be “perfect”, and not needing any repairs – especially by a customer.

So, you might be asking – what do I want?  For the first thing, as a customer, I want better support hours for your products – both weeknights and weekends.  For me personally. Since your firm screwed up by sending out a buggy unit and a manual that is incomplete, I would like for your office to suggest something which might be of real value to me.  Since my previous two previous air conditioner units failed after their warranties ended, you may consider an extended, full service, labor, and parts warranty for my two units.  I’m pretty sure that you do not design your units to fail shortly after 3 years of use, so this might be a cheap way to keep me (and possible future customers of the Wallmaster units) happy.  It also provides an incentive for your firm to improve the quality of its products, in a similar way that Hyundai’s increase of warranty protections forced its employees to build products with greater quality than before the warranty was improved.

 

Sincerely Yours,

Marian Johnson