Pioneer Mini Split Warranty / Customer Service

[floridafarmer]

Something to consider when buying from this company - I'm currently getting the runaround with warranty and repair issues. I purchased a triple zone unit with an 18,000 BTU and a 9000 BTU head in 2019. Overall the initial purchase and shipment was pretty painless and efficient and they helped with finding a local contractor to do the install. Units installed and work pretty well up until 3 months ago it starts popping error codes.

• Call customer service - (be patient - takes a long time but the hold music is tolerable...)
• Finally reach someone-after troubleshooting over the phone, conclude that it's a board in the outside unit and it's user replaceable . Horray.!!
• Whoops - part is backordered - but it will be in Friday or worst case the following Friday
• Called "3 Fridays" later - part still not in - maybe 3 more weeks...
• Update today (2-1/2 months later) - they are now expecting it sometime this month.... No detail is available to help me gain confidence (like it's on a container from China that is stuck in Long Beach or something like that)
• I tell them I've waited 3 months and I also import items and understand all the supply chain issues (if that's what it is...) but it's time to look for other ways to resolve this as I've lost my renters. Waiting another 3 weeks just to probably be told it will be another three weeks again is not an acceptable answer...
• They are now looking at "harvesting" a board from a returned unit - which leads to my question about under what conditions are units returned to you? Perhaps you sent a new unit to replace one where you can't find a board?
• Promised me a call in under 2 hours.

One takeaway from this is next time I think I'll order single zone units to avoid a total loss of AC. I toyed with doing that this time but decided the bigger single unit was cleaner looking on the side of the house than 2 units. I think they have much more parts inventory on the more popular single zone units so this problem would probably not be as difficult - in conversation - they make the 3 zone system feel as rare as sighting a bigfoot.

Keeping my fingers crossed......

 

[4x4Pete]

Hope you get this taken care of. Was the installing contractor unable to help? Sometimes they stock spare parts for the equipment they carry.

 

[floridafarmer]

Thanks - Pioneer actually connected me with an HVAC Trade school in Orlando and the instructor(s) along with a couple of students did the install. They did a really nice job but they aren't a business so no parts.
I did not get a call yesterday (which I was sort of expecting).. However, the UPS truck came up the driveway today and dropped off the new board assembly (which I was not expecting..)
I still have to call as there were no instructions but progress is progress!

 

[jjrbus]

I believe in redundency and have 3 Daikin mini's in my house! This is a long story but between vacation, trouble shooting and some other things going on the 12k mini in the living area has been out for going on 4 months! While not perfect we have not been uncomfortale except for a couple very hot days. Just ordered a new evaporator coil which should be here in a week or so. If no other issues come up will be up and running in under 5 months! One of the pro's was picking on me and said they never plan a system for redundancy. Well if I had forgotten more about AC than most people know and had a truck load of parts and equipment in the drive way I would not plan for it either!

 

[fitter30]

Don't know if Pioneer is made by someone else or is made by another company they might be a willing to tell u and give u brand and their part number the the part. Won't be under warranty but they might stock it. With that number google it to expand your search.

 

[motterpaul]

I was watching a Cooper & Hunter install video and I noticed the manual is exactly the same as Pioneer. Anyway - best of luck and a good reason not to go with zoned ACs.

 

[b-nasty]

I was watching a Cooper & Hunter install video and I noticed the manual is exactly the same as Pioneer.

Yep. Most of the common 'non-name-brand' units are just rebadged units from Midea (one of, if not the, largest mini manufacturers in the world.) They also make most of the common parts for the big name guys (Mitsu, Fuji) as well. Even Japan gets their stuff from China.

Unfortunately, if there's any difference with the various relabels, it is usually the electronic boards. I'd bet most similar units' boards would be a drop-in, but the documentation is so poor you'd be taking a chance.

 

[C2F]

Contractors would NOT stock mini split boards like this in their truck’s or shop. This isn’t some universal part that works in 1/3 of units.

 

[floridafarmer]

Yep. Most of the common 'non-name-brand' units are just rebadged units from Midea (one of, if not the, largest mini manufacturers in the world.) They also make most of the common parts for the big name guys (Mitsu, Fuji) as well. Even Japan gets their stuff from China.

Unfortunately, if there's any difference with the various relabels, it is usually the electronic boards. I'd bet most similar units' boards would be a drop-in, but the documentation is so poor you'd be taking a chance.

Thanks - the Pioneer unit I have looks very very similar to the units on the Midea web site..

 

[jjrbus]

Is it possible to get a mini split board repaired? I have had a electronic speedometer and an automobile ECU repaired.

 

[b-nasty]

Is it possible to get a mini split board repaired? I have had a electronic speedometer and an automobile ECU repaired.

Anything is possible, but depending on the failure, it probably won't be easy/cheap. Most of the boards on these high-efficiency units like minis are basically a modern computer motherboard. Multi-layer traces, surface mount components, and proprietary microchips. Often, a failure will burn up a portion of the board.

COVID/supply-chain shortages aside, you can usually get these boards for like $100-200. I doubt a repair would be cheaper, unless you were an electrical engineer with a reflow station and all the specialized tools. At a certain point, it probably just makes sense to replace the entire unit. I know Pioneer sells the indoor/outdoor units separately and swapping the entire outdoor unit for $800 (maybe more for multi head) would still be cheaper than a service call to replace the board.

 

[jjrbus]

Anything is possible, but depending on the failure, it probably won't be easy/cheap. Most of the boards on these high-efficiency units like minis are basically a modern computer motherboard. Multi-layer traces, surface mount components, and proprietary microchips. Often, a failure will burn up a portion of the board.

I have a 4 year old discontinued 12k Dakin mini with a leaking coil. No heads available!!! I ordered a coil, in hindsight I should have checked if there were any boards available before ordering.

I took a look, not knowing which board I could possibly need. Boards run from $69 up to $1000 with some on back order!