Keith B.
Lacking CUSTOMER SUPPORT
To start, I’ve requested a phone number for customer service, nothing. My unit arrived and the connection end for the power supply, ‘battery’, I thought was to be an Andersen Plug connector, as seen in multiple YouTube videos. Mine has no Andersen connector, so I now need to configure that with a crimp tool I don’t have at the moment. For $1000 unit, I expected at least this connector, but more importantly, a phone number to contact a human for resolve. Not happy at this point and it’s not even installed yet.
Response from OutEquipProJul 1, 2025
Hi Keith, Thank you for your honest feedback — I completely understand your frustration, and I’m here to help make things right. We truly value every customer and want to assure you that while we currently provide support by email and online chat (to ensure accurate technical assistance), we promise to respond within 1-12 hours — including weekends and holidays. You’re never alone with the installation or setup process — we’ll walk with you every step of the way. Regarding the Anderson connector: You're correct — some earlier review videos show an Anderson plug pre-installed. However, based on customer feedback, we made an update in our latest production batches: Easier Installation: Many customers found the Anderson plug too bulky to route through their walls or roof openings. Simplified Wiring: Many preferred to hardwire the cable directly to their power system or fuse box for a cleaner, more streamlined setup. We truly appreciate your business and your feedback. Our team is always available to answer questions, provide wiring guidance, and ensure your system runs smoothly. We’re committed to helping you get the most out of your AC unit — and to turning this experience around. Best regards, Michael OutEquipPro Customer Service Team