#drains

Tech Tips:

We recently received a Speakpipe question for the podcast about a common nuisance call on straight-cool A/C units and heat pumps. The systems, often retrofit units, were backing water up into the secondary drain pan and overflowing it. This issue isn’t happening on furnaces, which are positively pressurized, which means we have to take a […]

Q&A – Drain Traps & Static – Short #209

In this short Q&A podcast episode, Bryan answers a question about drain traps and static pressure. This question was sent by Stephen with The Comfort Squad when he noticed an uptick in nuisance calls on retrofit systems that kept having their secondary drain pans filled. In negatively pressurized systems (i.e., straight-cool or heat pump […]

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In this short Q&A podcast episode, Bryan answers Edward’s question about how to deal with customers who ask, “Why didn’t you notice it last time?”

There isn’t an easy answer to that question. The truth is that air conditioning and home health and comfort issues are complicated, and it’s entirely possible that an issue simply went unnoticed (or the symptoms simply weren’t apparent yet). The HVAC industry doesn’t have a standard slate of tests that can give a comprehensive view of everything that’s wrong with a system all at once. It’s similar to how a doctor can offer a second opinion that differs from the first doctor you saw.

You have to determine whether the customer wants to place blame or solve the problem when they ask, “Why didn’t you notice it last time?” Sometimes, we need to dig deeper to find the root of the problem. We can offer advanced diagnostics and be honest about what that will entail (including pricing), though it’s natural for customers to be apprehensive about being sold options. However, we don’t want to avoid pursuing solutions either.

There are ways to talk about previous sloppy or incomplete work without placing blame on another technician. The immediate problem is what requires attention, not the last person who worked on the system. Ask the customer to state their goals and the results they want to see, and you can forge a path ahead.

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