Posted November 26th, 2009 by Hartnell
Make no mistake about it - good service is a performance. There’s research and practice, feedback and system analysis, even occasionally trail and error. Then, when the time comes, you put in the best effort and hopefully receive the appropriate level of acclaim.
A “Perceptions of Customer Service” in a New Zealand survey released in late 2007 saw only 33% of respondents satisfied with the level of customer service they received. While this takes into account a huge range of industries, it still makes for depressing reading.
For principal sales consultant Graham Parker, looking at a project from every angle ensures the very best outcome for the client. It’s a holistic approach to the work that settles on nothing less than complete focus from go to whoa.
Graham says “It starts before I even come on the scene. From the moment the phone is picked up to take an enquiry there needs to be a consistent level of first-class service. Which means our admin staff, then my part when I go out to quote, then with the installation staff and so forth.”
Company director Chris Hartnell heralds this approach as a key to the continued success of the company. “You’ve got to look at the bigger picture with customer service. That means having everyone on board - the entire team looking at our work from the perspective of the end user.”
This approach has been thrown into focus over the last few months as customers spend greater time deliberating over spending. While value for money is a great incentive they will also offer greater advocacy for companies who get it right across the board.
Small companies can get by with a strong guiding vision and a hands-on approach from management. However medium to large companies need to ensure that the systems are in place by which customer feedback can be collected, properly examined and then acted upon. New Zealand’s consumers deserve to be happy with their service far more than merely 33% of the time.
Posted November 20th, 2009 by Hartnell
Buying a heat pump for your home is a big decision. However some consumers seem to treat the process as they would any other electrical appliance purchase. Buying off the shelf and relying on inexperienced or unqualified technicians to install it may work for the toaster - but a sophisticated climate control system?
Hartnell Coolheat sales consultant Graham Parker has therefore provided a quick and easy checklist containing some of the more common aspects that can be overlooked during the consultation and quoting period.
THE QUOTING PROCESS: Reputable companies will send a sales engineer to discuss the clients exact requirements. These engineers will typically take specific measurements, work through a series of calculations and produce a clear drawing of the intended work before leaving the client.
A QUESTION OF KILOWATTS: Certain operators are unscrupulously marketing their heat pump systems to a great extent on the low kilowatt rating on the units. This practise is flawed as it leads to the installation of systems that cannot reach the required operating temperatures during the extreme conditions . Which leads to…Poor performance.
THE TEMPERATURE TEST: Equipment that may work fine in the North Island is not always suitable for the harsher winters in the South. Always check to see the minimum temperature for operation. Ideally the unit will operate even at temperatures as low as -15C.
THE DIFFERENCE BETWEEN INVERTER AND NON-INVERTER: A non-inverter system will reach the desired temperature and then, just like any thermostatically controlled heater, switch off. This results in a standard drop in room temperature. The inverter works like an accelerator on your car - gently increasing or decreasing power as required. It reaches the desired temperature and then maintains it. This method produces a dependable, comfortable climate and produces considerable savings in operating costs.
FAN FLEXIBILITY: Always check fan capability, as a range of speed options is crucial for prevention of any unnecessary noise or draughts from the indoor unit.
SPARE PARTS STRENGTH: Reputable companies will not only sell units and install them, but also have a dependable servicing capacity. A large, dedicated service department should have easy access to spare parts and a fast turnaround of any maintenance work.
POWER SUPPLY: Ensure safety and reliability of the systems with a dedicated power supply that goes directly back to the switchboard.
THE WARRANTY: While there are many technology-based warranties these are often supplemented by the installation companies as well. Regardless, consumers should be looking at the five year range for a warranty before committing to any system purchase.
This is only a brief look at the many different facets of heat pump installation. If you have any questions it pays to ask a professional - and take the time to try before you buy in a heat pump company showroom.
Tags: climate control, consumer advice, heat pump advice, heating, home, inverter, kilowatts, non-inveter, technicians, temperature
Posted November 11th, 2009 by Hartnell
A message from our Senior Sales Consultant, Graham Parker….
I saw a television advertisement recently for a major brand of heat pump. The advertisement stated that the unit would be installed by an “authorised installer.” A couple of days later, whilst mowing the lawns - I thought to myself - does authorised mean “qualified”?
The situation regarding heat pump installation in New Zealand is just crazy!
Example - if you had a visit from an Electrician, Plumber or Gasfitter to your home, you would expect that person to be fully qualified - in fact it would be perfectly justified for you to ask for proof. Whereas is in New Zealand it would seem that just about anybody can install a heat pump.
A heat pump system is exactly the same as your fridge (ie/ it circulates refrigerant throughout the system) and if for some reason the unit a) did not have enough gas, b) was not up to pressure or c) had a small leak - only a qualified Refrigeration Engineer can solve the problem.
At Hartnell Coolheat anybody who comes to your house will be either a qualified Refrigeration Engineer or a qualified Electrician. We pride ourself on that fact because we realise the importance of this issue.
It is interesting that despite persistent lobbying, successive governments just don’t seem to want to create a legislation to make it illegal for an unqualified person to handle refrigerants. Interestingly, in Australia they have already fixed the problem - it’s called ‘ARCtick’. The ‘ARCtick’ logo identifies business’ with a Refrigerant Trading Authorisation and technicians with a refrigerant handling licence.
Funny what you think about when mowing grass - but if the above helps some people in Canterbury to do some homework on who is installing your heat pump then we might have a few less cowboys causing real concern within the industry!
Graham Parker
Tags: electrician, heat pump intsallation
Posted October 5th, 2009 by Hartnell
The importance of reducing the impact our resource use has on the environment is by no means breaking news. But it is worthy of ongoing investigation and analysis, so we can continue to change how we do things, no matter whether it’s as a society, a business or as individuals.
The use of potentially harmful refrigerant gases has been in the news with the conviction of two Auckland men for illegally discharging an ozone depleting substance. There are clear rules in place for this work. All gas cylinders have a small reserve of gas that cannot be used; called the ‘heal’, these small amounts can quickly add up. Nowadays waste programmes enable this amount of gas to be shipped off to Australia where high temperature burners carefully dispose of the dangerous greenhouse gases.
While this is the most obvious of waste disposal issues facing the industry there are still a number of ways in which companies can reduce their environmental impact. Hartnell Coolheat is faced with a huge amount of packaging with the delivery and installation of heat pump systems.
The company’s recycling bay has a cardboard disposal area that goes back to be reprocessed. Office paper use is also kept to a minimum with the reusing of printed material, first by using both sides and then by shredding and recycling. A large drum is also now in place to collect all galvanised sheet metal and electrical wire waste. This is then sent of to a local scrap metal contact.
Company director Chris Hartnell sees it as a real win-win approach. “We used to be spending a decent amount each month with the filling of a skip. Now with the level of recycling going on and the use of scrap metal facilities, we’re actually having money coming back into the company for the team’s social fund.”
Tags: efficiency, Environment, recycle, refrigeration, reuse
Posted October 1st, 2009 by Hartnell
Domestic Installations
“Having just shifted into a new home, even with all the boxes and the chaos going on, the guys just worked around me and never got in the way. Then, when it was all done, there was no mess, no sign they’d even been there - apart from the great new heat pump!” - Pitena, Parklands
“I’m delighted with our decision to heat our home in this way. We are warm, dry and comfortable all year round, for a minimal increase in the cost of our monthly power bill” - Liz & Harry, Burnside
“We chose Hartnell Coolheat because your sales person Graham was the first person to sum up the situation and make a confident recommendation. The installation went smoothly and we are so pleased with it. We have no hesitation in recommending Hartnell Coolheat.” - Rob & Val, Marshland
“I have had a Daikin heat pump for the last 18 months… I am absolutely delighted with it. If I have any queries, I have rung and the advice has been good.” - Neita, Hornby
“We were impressed with the service. We felt that the men were respectful of our house and they made a good job of cleaning up after themselves. I also liked the way each new man on site came up to me and introduced himself and told me why he was here. Given the excellent experience we’ve had, we’d definitely go with Hartnell’s again.” - Derek, Upper Riccarton
“Thank you so much for the professional service you recently provided on the installation of our heat pump. From my first enquiry to the follow up phone call today, my husband and I have been totally impressed with the efficient, thorough manner of all your staff.” - Karen & Richard, Spreydon
Commercial Installations
“We would like to thank you and your staff who have worked on the Designline contract for your outstanding effort. It has been an honour and a pleasure being associated with you on this project.” - Richard Gibb, Director, HRS Construction Ltd
“I am writing to express appreciation for the obliging way your team carried out the recent installation…Our personnel have mentioned they were impressed with the courtesy and consideration displayed by your team and that the project was well planned and carried out. Importantly, all of your people were most receptive to our site induction process and were conscientious of safety issues.” - Barry Herring, Holcim NZ Ltd
“Thank you for your generous donation of time to install the air conditioning unit in our office.” - Nickie Barlow, Manager, Ronald McDonald House (S.I)
“A brief note to let you know personally what a pleasure it was to have your company staff at our house to install another heat pump.” - Craig Nicholas, Hampstead House Holdings Ltd
“Your men were just excellent - always helpful and thoughtful, and considerate of the restaurant situation. Well done to what we think was not any easy task.” - Liz Barry, Strawberry Fare Restaurant
Tags: clients, commercial ventilation, confidance, feedback, heat pump advice, heatpump contract, home heating, recommendations, testimonial
Posted September 3rd, 2009 by Hartnell
As the focus of our work turns towards summer and air conditioning now is a good time to look back on some issues raised over the last few months.
Power bills in winter are always a big topic of conversation. In our experience nearly all cases of large changes in power bills come down to one of three factors. The first is user behaviour. Leaving your heat pump running at high temperatures 24 hours a day, seven days a week is not advised. While the residence always wants to be comfortable, it always costs more if they want to have a sweltering interior climate.
Secondly, there’s the incorrect quoting and installation of systems. Here undersized or inferior heat pumps, incapable of delivering in harsh South Island conditions, become a real issue. This is an unfortunate reality of a technology that can be purchased straight off the shelf.
Thirdly, there are those who shift from solid fuel heating. No matter how efficiently a heat pump operates it will still represent a large increase in the percentage of electricity consumption for heating purposes if someone has made the switch. This does not take into account subtracting the cost of wood, nor the associated labour costs (stacking, chopping, fetching, lighting) of fires.
There has also been some confusion of late regarding exactly how long a heat pump should be operating for over a day. In many cases we advise our clients to leave their systems on for long periods of time. This does not mean we recommend the heat pump be running continuously. This unfortunately happens both in winter and summer, where doors and windows remain open while the system fights the constant influx of outdoor temperature. It would be like using a vacuum cleaner on your garden path - obviously not the most sensible use of power and efficiency.
Inverter technology provides this efficiency by increasing or decreasing power usage according to the cycle of temperature control, a capability that saves money in both winter and summer. However it still comes down to a thorough quoting process to ascertain exactly what is required. It’s for this reason that we encourage those considering purchasing a climate control system to spend the time getting all the information up front. Do some research and get a consultation from a well-regarded company pre-installation.
Tags: all weather heat pumps, heat pump advice, heat pump installation, heat pump inverter, heat pump use, heat pumps in winter, winter, winter economy
Posted August 18th, 2009 by Hartnell
NZ Herald - Saturday August 15th, 2009
“Heating and air conditioning engineers say their professional lobby has been deluged with complaints over poorly performing heat pumps, but they can do little to help most victims.
‘The issues being raised include quality of installation, building code compliance, the installed solution not performing to expectations and significant power bill increases’ said Steve Coatham, general manager of NZ Hevac Ltd.
Research has shown a trend to using heat pumps - with an associated higher annual average consumption of electricity - and installation of heat pumps in 45 per cent of new homes.
According to Contact Energy, some consumers who have complained after seeing their power bills double have households which have installed heat pumps or made more use of oil column heaters.
Trustpower staff have said some heat pumps can cost up to $7 a day to run, while some installers have suggested they can be run for $60 - $70 maximum a month.
But Mr. Coatham said that NZ Hevac - fronting for the Institute of Refrigeration Heating Air Conditioning Engineers (IRHACE) and Refrigeration Air Conditioning Companies Associations (RACCA) - said that it could not afford to investigate complaints not directed at its own members.
‘Our understanding is that many installers do not have… specialist refrigeration, air conditioning, ventilation system skills or provide electrical certification,’ he said.
A heat pump with less than a full charge of refrigerant could increase power consumption by over 100 per cent of expected levels, he said.
‘Poor heat pump installs bring the industry into disrepute with consumers,’ Mr Coatham said.
The refrigeration and air conditioning industry wanted people handling refrigerants to require certification, in line with the requirements for electricians and plumbers, and is nearly ready to propose the Government implement a tiered registration process.
Meanwhile, a voluntary scheme designed by IRHACE and RACCA, with the Ministry for the Environment, had been started and over 500 members of the associations complied “on a voluntary basis” with the programme.” NZPA
This article demonstrates how important it is to search today’s broad heat pump air conditioning market to find a reputable company selling top quality units, installing with fully qualified refrigeration engineers, offering a range of warranties on units and workmanship and who will stand behind their guarantee’s 100%.
Hartnell Coolheat for ALL of your air conditioning needs.
Tags: circulation, electricity, electricity costs, heat pump installation, heat pumps, quality heat pump installation, refrigeration engineers, specialist refrigeration
Posted August 13th, 2009 by Hartnell
Daikin only does one thing, heat pump air conditioning.
As a world leader in heat pump air conditioning and one of the largest manufacturer’s of heat pump air conditioners in Japan, Daikin’s advanced technology is focused on bringing climate controlled comfort to places where people live, work, meet and relax.
A heat pump should not be treated as ‘just another appliance’. Its purpose is to deliver superior comfort by controlling the temperature, airflow and air quality in a broad range of environments. Designing and manufacturing high quality heat pump air conditioners requires specialised knowledge in the fields of mechanics, electronics and chemistry.
Installing heat pump air conditioning also requires specialist knowledge to ensure you get the right advice, and the system that’s right for you.
The value of a professional installation
When buying a heat pump air conditioner, it’s very important to seek expert advice and here at Hartnell Coolheat we can offer our time and effort to ensure you choose the right heat pump for your individual needs. We will make certain whichever unit you select is correctly positioned and is professionally installed so it works quietly and efficiently. We will also show you how to operate the unit so that you enjoy maximum comfort from your investment.
Warranty
When your looking for a heat pump air conditioner, it is advisable to look for a brand that has a comprehensive warranty on parts and labour. Daikin has a ‘5 year Parts and Labour Warranty’ on heat pump air conditioners and heat pump air conditioning systems purchased and installed in New Zealand.
Add to that our ‘1 year Parts and Labour warranty’ covering the initial installation and Chris Hartnell’s Personal Satisfaction Guarantee - “We back ourselves 100% that we will leave you entirely satisfied, with a system that controls the climate of your home efficiently and cost-effectively. Our policy is that if we do not install our best solution for your home we will rectify the problem free of charge*. There is no catch, no hidden costs.”
The importance of energy efficiency
Not all heat pump air conditioners have the same energy rating. Energy ratings, like the star system, are calculated by taking the amount of energy put out by the heat pump air conditioner and dividing it by the amount of energy it puts in. Make sure you compare the energy levels of different heat pump air conditioning systems, but remember there are different energy levels at different heating and cooling outputs. So make sure you speak with a specialist like Daikin to get a fair comparison.
Daikin. A sensitive choice
Daikin are the only split system heat pump air conditioners authorised by the Asthma and Respiratory Foundation NZ to display to the Sensitive Choice butterfly symbol. Daikin split system heat pump air conditioners have advanced air-purifying filters that may help reduce some of the triggers that affect asthma and allergy sufferers and help to provide a cleaner and healthier indoor environment. All Daikin split systems have been fitted with a an air-purifying filter. Most of these split systems are fitted with a more advanced Titanium Apatite Air-Purifying filter. These filters not only trap microscopic airborne particles, but also decompose odours and absorb and deactivate bacteria and viruses.
Daikin can be trusted to keep your climate at the perfect temperature. After all, air conditioning is Daikin’s main focus. With operations around the globe Daikin has invested billions of dollars in research and development to produce air conditioning products that are energy efficient, quiet, simple to use, and reliable.
A Daikin air conditioner is an investment that will deliver significant benefits to you and your family’s environment.
* Suject to Terms of trade & warranty
Tags: affordable heating, climate control, Daikin, Daikin heat pumps, good heating solutions, Hartnell's Personal Satisfaction Guarantee, heat pump energy efficiency, heat pump guarantee, heat pump satisfaction, perfect temperature rooms
Posted July 22nd, 2009 by Hartnell
More than 180,000 New Zealand homes will have access to grants for insulation and clean heating over the next four years, as part of a Government funded scheme aimed at energy efficiency and clean heating.
As of July 1st 2009 the EECA ‘Energywise’ Heat Smart programme is available to homeowners and landlords who meet a certain criteria in which funding can be obtained to improve the insulation and heating devices within a house built prior to 2000 (the NZ Building Code required houses after this time to have a specified level of insulation). Better insulation means our homes are warmer and easier to heat. Warmer, drier homes bring health benefits, especially for those with respiratory illness or other conditions resulting from living in cold and damp houses.
Where do I begin?
An accredited EECA insulation specialist must first view your property in order to inspect the insulation. Anything thinner than 120mm in the ceiling and any sagging, air gaps or tears underfloor is considered insufficient insulation and in order to receive a subsidy - must be corrected. You will then be given an option to replace an insufficient heat source with a clean, efficient heating appliance. Hartnell Coolheat have teamed together with Waimak Insulation (WGT Builders Ltd) to offer a 1 stop shop for this process.
Call us here on (03) 366-3952 or Waimak Insulation on (03) 313-6172 if you are interested in taking advantage of this offer or for any further information.
Helpful Sites:
www.hartnell.co.nz
www.wgtbuilders.co.nz
www.energywise.govt.nz
http://www.eeca.govt.nz/sites/all/files/choose-heat-pump-08.pdf
Tags: energy, energywise, heat smart, heatpumps, new zealand building code, power saving
Posted June 15th, 2009 by Hartnell
There is always the sound issue to consider when choosing your climate control system. Indoor units are often marketed on their lack of intrusive noise and many people therefore look for this when product testing.
However sometimes this process can neglect to think of the wider implications - in particular how the noise of the outdoor unit affects the people living next door. While the new heat pump systems have been designed to keep any outdoor noise pollution to a minimum there are still a few simple tips for ensuring a warm home without receiving a chilly reception from the neighbours.
- Check the decibel level of the outdoor unit before purchasing.
- Locate the unit as far away from adjacent homes as possible.
- Pay particular attention to where bedrooms are, both with your home and your neighbours.
Location specific planting is a great way of sucking up sound - although it pays to ensure that any foliage will not become a problem with leaves clogging the intake vent. It pays to check regulations on noise limits, and if you think there could be unwanted repercussions, involve your neighbours in the process from the start.
As always a bit of planning and foresight can prevent any potential problems. While heat pump technology is exceptionally convenient and economical it’s still sometimes the little details that can prove the difference. If you are unsure it pays to check with the experts.
Tags: best advice, climate control, decibal level, experts, indoors, noise, outdoor unit