General product questions, ordering, shipping, returns, etc.
Both our Customer Service and Technical Support Centers are open Mon-Fri from 8:00am to 5:00pm ET (Eastern Time).
We have a one year warranty for all parts and equipment. We also have a five year warranty for compressors for split systems and PTAC's only.
NOTE: There is only a one year warranty for all other compressors.
First, you must obtain the correct spare part number. You can do this by looking up the part you need in the spare parts document for your part or by contacting the technical department at firstname.lastname@example.org or 704-504-8590.
Contractors: You must order the spare part through your distributor (i.e. United Refrigeration, C. C. Dickson, Aireco).
*NOTE: There is an extra shipping fee for rush shipments.
Spare parts that are not in stock must be ordered from overseas. This process can take up to ten (10) weeks.
If you received a shipment from us that was damaged, refuse shipment from the carrier and then call customer service at 215-750-9876 to get the issue resolved.
Spare parts identification, troubleshooting, & other technical questions
No, communication between the indoor and outdoor unit is done with the "S" or signal line along with one of the power lines (Line 2). Connecting any device on any of those lines will create noise in the communication signal causing a communication error. On indoor units that run on DC voltage, the pump will not have the proper voltage to operate.
All condensate pump power should be obtained from the input power connection of the outdoor unit or from a seperate power source.
All newer units require four (4) insulated conductors. Conductor size should be either 14 or 16 AWG.
The suction port pressure for r410A for a unit in cool mode should be between 115-130psi.
When any button is pressed on the remote, you should hear a beep from the indoor unit. If there is no response, the batteries in the remote should be checked before calling technical support.
Several things can cause a communication error.
1. Interconnect cable is damaged, spliced, or miswired.
For inverter type: Measure for resistance between any and all of the three (3) terminals located at the compressor. The resistance between any two of the three terminals should all be equal to each other. This value is generally about 0.8Ω. Unequal resistance readings indicate an issue with the compressor windings.
For non-inverter type: Measure the resistance between C (common) to R (run) and the reading should be about 2Ω to 6Ω. Then measure the resistance between C (common) to S (start) and the reading should be about 1Ω to 4Ω. The sum of the two readings should be equal to the resistance from R (run) to S (start).
NOTE: When checking compressor windings, it is also advised to check for a "grounded' compressor.
The resistance must be checked. Different sensors have different resistance values. Refer to the service manual for your unit to determine the correct value of each sensor. Usually, an error code will be displayed if the sensor is either open (infinite resistance) or shorted (no resistance).
No, Sea Breeze™ and Thermal Zone™ wall mounted, ducted, and cassette units do not accept a standard thermostat.
Go to the service manual section on our downloads page to find all the service manuals.
For a multi-zone mini-split system, why am I able to connect a higher total capacity for the indoor units compared to the outdoor unit? (i.e. 12K+12K+9K indoor units for 30K outdoor unit)
The reason that this is possible is because these units are driven by a variable speed compressor. This allows the units to control how much cooling (or heating) is delivered based on demand. If you have a 9K BTU unit that only needs to provide 7K BTU to maintain the room temperature, the outdoor unit will only provide 7K BTU to that unit with the other 2K BTU held in reserve. This control is done entirely by the system and is unnoticeable to the end user.
Caution should be used when sizing multi-zone units in this manner. If it is necessary for ALL indoor units to be on and operating at 100% capacity for most (if not all) of the time, it is not advised to oversize the indoor unit capacity.