Never a Daikin again – Extremely poor service and questionable parts
Never a Daikin again – Extremely poor service and questionable parts
1 out of 5 for both Daikin Australia and LJ Air (Would give -10 if possible)!
I purchased a Daikin Australia split system air conditioner expecting reliability and professional service. Instead, I experienced a frustrating and poorly handled repair process when the Condenser Unit’s main circuit board burned out along with two other key parts and needed replacing after only four years, despite the unit being under the manufacturer’s 5-year warranty. This meant 4 of our 6 interior units did not work at the start of and during a multi-week heatwave. This was a $15,000 investment, that was regularly service annually at an additional cost of over $2000. That’s a 66% failed investment. A $11,332 failure in less than four years I can’t “just right off” like a corporate business.
The service experience with both Daikin Australia and their contracted service provider LJ Air was extremely poor.
First, Daikin staff or their representative/General Council De Fries, never acknowledged any wrongdoing or incompetence during or at the end of the entire process. Despite clear evidence of communication failures, missing information, and delays, Daikin consistently dismissed the issues and insisted their service was “more than acceptable.”
In particular, Mr De Fries and Andrew were rude, dismissive or both, repeatedly downplaying the impact the delay had on my family during a multi-week heatwave. Rather than addressing the actual service failures, they focused on defending internal processes and explaining how busy their service centre was.
The situation was made worse by conflicting and questionable information about when parts were received and shipped. Daikin claimed the replacement parts were delivered to LJ Air within two business days, yet Luke from LJ Air told me days later they were still waiting for answers.” This raises serious concerns about whether Daikin and LJ Air were being truthful about the parts timeline.
Luke from LJ Air also failed to contact me promptly once the parts allegedly arrived, despite promising he would book the repair as soon as they were received. Instead, I had to keep chasing both companies for updates.
What is most frustrating is that neither Daikin nor LJ Air ever initiated follow-up communication. In every instance, I had to initiate contact just to find out what was happening with my warranty repair. Without repeatedly following up myself, it is entirely possible the issue would have taken weeks longer to resolve.
Basically:
1 - Major components failed within 4 years.
2 – There was poor communication and inaccurate information from both Daikin and LJ Air.
3 – I got conflicting statements about when parts were received and shipped.
4 - Broken promises from Luke at LJ Air regarding contacting me once parts arrived.
5 - Rude and dismissive responses from Daikin staff and executive representatives.
6 - No accountability was taken by Daikin or LJ Air.
7 - No proactive follow-up from either company — I had to chase every update.
Even after lodging a formal complaint with Daikin Executives, Daikin refused to acknowledge any failures and declined to take responsibility for the actions of their contracted service provider LJ Air who, to date, have ignored me and not acknowledged receipt of my complaint or provided feedback or a response.
For a premium air-conditioning brand that markets itself on quality and reliability, the customer service, communication, and accountability shown here were extremely poor.
If this experience is representative of how Daikin Australia and LJ Air handle warranty repairs, I would strongly encourage potential customers to think carefully before purchasing. Buy a Mitsubishi, LG or Panasonic but NEVER a Daikin.
