Family enjoying the air conditioning

Frequently asked questions

Service & Repair 

Frequently asked questions regarding annual service and repair of air conditioning products!

How Long Does a Service Take?

Our Technicians are given between 40 minutes to 60 minutes for your Service! The length that it takes for your Service is dependent on the condition of your system and when it was last inspected. If you service your system annually, it is likely for the Technician to complete the full maintenance within a 45-minute period. If your unit has not been checked for a long time, it could take up to 1 hour for our Technician to thoroughly clean and check your system!

When should I book a service?

Depending on the system you have in your home, we like to advise the following time frames for having your service completed:

  • Evaporative Cooler: September – February
  • Ducted Gas Heater/Wall Furnace: March – August
  • Ducted Reverse Cycle – All Year Round
  • Split System – All Year Round

Don’t forget, it’s best to book in early as we get pretty busy during peak season! Sometimes during peak season you will have to wait 3-4 weeks until we can have a technician attend, so get in early!

Can You Schedule Times for My Technician’s Arrival?

Our Technician’s schedules are organised by our handy Office Staff the day before your service takes place! Our technicians have to travel all over town so we can’t give you a set time, however once we set the technicians schedule we will send you a text message or give you a call with a time for the technicians arrival.

P.S Don’t forget to leave a 1-hour time window in case the Technician arrives slightly before or after the given time!

Will You Replace my Return Air Filter?

If you have a Service scheduled, our Technician can replace your Return Air Filter on site for $40.00. Alternatively, you can pop into our Office in Fyshwick with your filter frame and our Staff can replace it for you within 10 minutes for the same price!

How Do I Book a Service?

To book a Service on your Unit, you have 3 options!

  1. Jump over to our Website’s Homepage and select “Book A Service”! – This will take you to our easy to fill form where you can provide your information and select system you would like to book a service for!
  2. Give the Office a call! – Call us on 6228 1126 and select Number 1 on our Phone Line. This will take you directly to our Service Department where one of our friendly staff members can book you in with one simple phone call!
  3. Send an email to our Service Department! – Email us on . You can send us an email with your First and Last Name, Address and Contact Number as well as include the type of system that you would like serviced and we will respond promptly with the next available date!

Will Regular Servicing Prolong the Lifespan of my System?

When we install a brand-new system, we advise all customers to have the unit serviced a minimum of once every two years to maintain its condition. Yet when your system is out of its Warranty period or reaches 5 years+, an annual service is highly recommended – this is what we like to call a “Preventative Maintenance”.

Will Regular Servicing Prolong the Lifespan of my System?

When we install a brand-new system, we advise all customers to have the unit serviced a minimum of once every two years to maintain its condition. Yet when your system is out of its Warranty period or reaches 5 years+, an annual service is highly recommended – this is what we like to call a “Preventative Maintenance”.

I Have a Two-Storey Home, When Can You Service my Evaporative Cooler?

Due to current Occupational Health & Safety Laws, any property that reaches over a Single-Story height limit requires two separate Technician’s to attend. This ensures that they do not go against our required guidelines and are protected from any preventable falls. This rule guarantees our Technician’s safety which is of most importance.

It’s Raining, Can my System Still Be Serviced?

Any one of your units is connected to electricity and includes live wires within their cover that will be exposed during a service. If you have an Evaporative Cooler, it is not safe for our Technician’s to be up on a wet roof with the coolers internal components exposed to the rain. If you have an external outdoor unit, the same rule applies. It is safest to reschedule for a dry day!

I Live Outside of Canberra, When Can You Service my Air Conditioner?

We allocate specific days for our Technician’s to travel the outskirts of Canberra for Servicing! We typically schedule a Technician for once a month to attend to out-of-town customers, yet in busy periods it can be up to 3 times!

Why Should I Book a Service?

A service every 1 -2 years maintains the condition of your system and can also reveal any issues that could be arising. You can have peace of mind that your unit is clean and functioning as required after a visit from our Technician’s!

My System Has Broken Down and Cannot Be Repaired, Why?

The lifespan of a Unit can be between 10-15 and even up to 20 years. However, once a system reaches over the age of 10 years old, unfortunately parts can be difficult to acquire. Sometimes, if can’t get parts or don’t think it’s worth fixing we will suggest replacement, we will make a recommendation but ultimately, the decision to repair or replace is up to you!

Will You Provide A Quote Before Proceeding with Repairs?

If our Technician’s are on site with the required parts on hand for simple repairs and have gained your approval to proceed, we will not need to provide you with a Quote. However, if your system requires significant repairs, a Quote will be sent to you for formal approval.

How Do I Know Whether It Is Worth Fixing My system, or Is It Better to Just Replace It?

With some system breakdowns, the overall cost of repairs can be equivalent to the cost of a brand-new unit with an included warranty! Our Sales Team can answer any questions that you have and help you come to conclusion of what will be best for you as every situation is different for each customer.

If your system is over 8 years old and the repair costs exceed $300 we generally recommend that you consider replacement. A good option is to consider the age of the unit, multiplied by the repair costs, if this exceeds the cost of a new system then replacement is pretty much a must!

Do my Evaporative Cooler Filer Pads Need Replacing?

If your Evaporative Cooler is reaching the period of 8-10 years, it is a great idea to have your Filter Pads replaced. Feel free to ask the Technician their opinion during your next service. Our Technicians can access the condition of your pads whilst on site and our Team can Quote for them to be replaced if required.

Why is There a Delay to Get A Technician to My Home for Repairs?

If you have received a Quote for repairs, upon your approval we will ensure all required parts are ordered and ready to go. Some parts can have delivery delays and it may be difficult to organise for the required Technician to attend immediately in busy periods. Repairs are always a number 1 priority and you will be prioritised for any cancellations.

My System is Under Warranty and Has Developed an Issue, What Do I Do?

Contact your Installer as soon as you notice an issue arise. Your Installer can access the details of your system and immediately lodge a Warranty on your behalf to organise for the correct agent to attend ASAP. If your system was installed by Climate Master, give us a call and we will lodge a Warranty on your behalf. If you’re not sure who your installer was, it’s best to give the manufacturer directly. 

GETTING A QUOTE

Information on the quotation process.

HOW DO I GET A QUOTE?

Getting a quote is easy! Use our online quote request tool to let us know what product you’re interested in, upload a copy of your floor plan and your electrical switchboard. Then keep an eye on your email for a quote for your new air conditioning system.

Where do i get a floor plan of my home?

If your old floor plans are printed, just take a photo and attach it to your quote request. If you purchased your house recently the floor plan is probably online. If not, draw a mud map and send it in to us!

Why don’t you come to my home to quote

With the wonderful world of technology, we can get you a very accurate quote without visiting your home initially. Enjoy the convenience of getting a quote from the comfort of your couch, if you like the look of your quote and are interested in proceeding, one of our team will come out to make sure the system will work for your home.

I’VE GOT A QUOTE AND WANT TO PROCEED, WHAT DO I DO?

If you’ve received a quote and want to proceed, all you need to do is sign and accept your quote and send it in to us. Once we receive your signed quote, we will have one of our team come to your home to complete a site inspection and make sure the system will work for your home.

Site inspection completed – now what

Your new air conditioning system will fit in your home and we’ve updated your quote with any amendments from our visit, now all you have to do is pay your deposit to secure your order.

INSTALLATION OF YOUR NEW SYSTEM

Information regarding installation of your new air conditioning system

I’VE PAID A DEPOSIT ON MY NEW SYSTEM, WHAT HAPPENS NOW?

At Climate Master we work on a queue-based system, once you pay your deposit you secure your position in the queue. Operating in a seasonal industry can be tricky, so we often have wait times for installation, we will advise you of our wait times during the quotation process. Once you reach the front of the queue we will call you to book in your installation with around 1 weeks notice.

WHAT QUALIFICATIONS DO YOUR INSTALLERS HAVE?

All Climate Master installers have completed a duct installation course, not to mention all our staff have passed a police check and have a working with vulnerable people card. We have an array of tradespeople with varying qualifications working for us.

WHY IS THERE A WAIT TIME BEFORE MY NEW SYSTEM CAN BE INSTALLED?

We juggle the seasonal nature of our business as best we can, nevertheless it means we often have a wait time for new installations.

WHAT IS YOUR INSTALLATION WARRANTY?

We offer a 12-month installation warranty.

I PURCHASED AN AIR CONDITIONER FROM A BIG BOX RETAILER, CAN YOU INSTALL IT FOR ME?

We only offer products that we supply and install. We have partnered with Australia’s most successful air conditioning brands and choose to install products that through years of experience, we know will work. When you buy from a big box retailer you might save a few dollars, but you won’t know who is installing it or who to call when something goes wrong.

PRODUCT INFORMATION

Various information relating to specific systems we install.

WHAT EVAPORATIVE COOLER COLOURS ARE AVAILABLE?

Depending on the manufacturer, evaporative cooler colours available are charcoal, beige and red.

MY OUTLETS ARE DISCOLOURED, CAN YOU REPLACE THEM?

Heating and cooling outlets tend to discolour over time, we have arrange to replace the outlets only we just need to know how many outlets you have. Keep in mind, if the outlets are discoloured it might be time to check the condition of your duct.

How long does duct last and do i need to replace mine?

Depending on the quality of the duct installed in your home, it may be time to replace it. Generally duct lasts between 15 and 20 years but over the years the quality of duct and the thermal qualities have improved. Upgrading your duct will mean cleaner air and les thermal loss throughout your duct.

I NEED NEW DUCT BUT MY SYSTEM STILL WORKS, CAN YOU HELP ME?

If you have upgraded your air conditioner in recent years but not the duct it’s worth considering and is something Climate Master can help you with.