We've got you covered. We honor the manufacturer's warranty 100% on all products sold on our site. If your product should ever fail, send us the defective part under the policy terms and we'll send you a new one free. If you should have any difficulty with a product within the first thirty days of purchase, we'll cover shipping fees to get that replacement part out to you. You also have the option of processing warranty claims with heating and cooling dealers around the country that service the manufacturer's products on our site. Labor warranties are not provided on any of the products we sell, however, a professional installer can provide a labor warranty on his workmanship.
A licensed contractor's receipt indicating that you had a licensed contractor either install or inspect your equipment before start-up is required to validate your warranty. The licensed contractor should be a professional whose contact information can be verified in a phone directory. Alternatively, you can provide documentation showing that your equipment was inspected by your city's mechanical department, or by your local utility company. Without a receipt from a licensed contractor, city mechanical department or utility company, we cannot process warranty parts or claims for you unless otherwise approved.
Except for replacement items and filters, most of the products sold on our site are intended by the manufacturers to be installed by professional heating and air conditioning contractors. However, we make them available to do-it-yourself individuals like yourself so that if you are mechanically inclined and able to install them on your own, you can save a substantial amount of money. (For safety reasons, however, do not install a furnace yourself unless you are qualified to do so. Learn more). Please know that we want you to understand the advantages of self-installation, as well as any potential disadvantages, and your decision to purchase from us and install on your own is informed and you feel it is a success.
Although having a contractor install the product for you is more costly, there is in fact value in this extra cost. Such advantages of having professional installation include a labor warranty provided by the contractor on his workmanship, the validation of your warranty with the manufacturer, and having someone to process warranty claims for you with the manufacturer in the event your product should fail.
You need to be aware that most of the manufacturers of these equipment products sold on our site have no provision to provide warranty replacement parts or technical support to you directly, since they only work through dealers such as your local heating and air conditioning contractors. If you choose to install the products yourself, which you certainly may (for safety reasons, do not install a furnace yourself unless you are qualified to do so), please be aware of two important things:
- You need to have a professional of your choice inspect and start up your unit after installation to validate the warranty with the manufacturer and with us. This professional should usually be a licensed heating and air conditioning contractor. Alternatively, you can provide documentation showing that your equipment was inspected by your city's mechanical department,or your local utility company if they provide such service. Almost any licensed heating and air conditioning contractor in the United States and Canada can provide this service for you since the products we sell are very common and well known in the trade. A licensed contractor will usually charge about $75 to $150 to provide this service, depending on the product. Without a receipt from a licensed contractor, city mechanical department or utility company, we cannot process warranty parts or claims for you unless otherwise approved.
- In the event you should have a problem with your product within the warranty period, you can either contact that same licensed heating and air conditioning contractor to process your warranty claim with the manufacturer for you and to provide you with new parts, or you may also contact Alpine to perform this service for you. Do not contact the manufacturers for help directly as they have no arrangement to service consumers this way. Also, be advised that unless a licensed contractor has installed the product himself, he will have to charge you his labor fee to process your warranty and to install the warranty parts for you if you choose to have him do this.
When you contact us regarding equipment that is not operating properly, we have trained technicians on staff familiar with the equipment who can perform a diagnosis of the problem with you over the phone. In order to do this, you will usually need some basic hand tools, a volt meter, and be at the equipment ready to follow the technician's guidance in testing it. Once the problem has been identified, if replacement parts are needed you will be sent those under the terms of the warranty. If you are not able to work with the technician to perform the diagnosis over the phone, you may at your own expense hire a local HVAC contractor to visit your home to do this for you. When the contractor arrives at your home, have him call Alpine to be talked through the diagnostic procedure. If the contractor you hire performs a diagnosis on his own without talking to Alpine staff and the contractor claims that a certain part is needed, and it is later found out that the diagnosis was wrong, you will be responsible for the cost of the part (it will not be covered under the warranty).
We are glad to inform you that you can always get free technical support from us via email at firstname.lastname@example.org as well as by toll-free phone at (800) 865-5931. You may also buy any replacement parts for products you have purchased on our site. Simply contact us and we will gladly assist you.
If you have any questions or suggestions, we welcome you to contact us. We wish you and your family a healthy and comfortable home environment.