PF error on PACEX390LVYN
This affects unit PACEX390LVYN with a serial number from 00228 to 03028. (more recent units should not have this issue instead of the LH error message.)
NOTE: The following explanations are for agents, not to be shared with consumers.
The PACEX390 will display a PF ( Probe Failure ) error code, rendering the unit inoperable for two reasons:
The unit has a problem with the probe, so it requires a service center. This generally happens to units that have been used for a while.
When it is being used in an area with a humidity level that is low, like 25% or less. Most likely, this will happen when the unit is brand new.
How do we solve this error?
First, you will need to verify if the customer lives in an area with low humidity (i.e., Arizona, New Mexico, Colorado, Utah, etc.). Use the link here to check by zip code if the area has less than 25% humidity RH.
See map as reference
If the customer lives in an area that does not have low humidity
We can replace the faulty unit with the same model if it is available.
Agent Scripting - Please reply to the customer:
“We are very sorry you had this experience with your Air conditioner; we appreciate you notifying us of this. We want to resolve this immediately for you by offering a replacement unit. You can cut the cord on the current unit and throw it away. We will ship you a replacement unit. We hope you find this to be a satisfactory resolution."
If the customer lives in an area that does have low humidity
We can replace the faulty unit with the same model if it is available.
Agent Scripting - Please reply to the customer:
“We are very sorry you had this experience with your Air conditioner; we appreciate you notifying us of this. We want to resolve this immediately for you by offering a replacement unit. You can cut the cord on the current unit and throw it away. We will ship you a replacement unit. We hope you find this to be a satisfactory resolution. Please note that the new unit may show the error message "LH" Low Humidity. The LH error appears when the room has very low humidity and the unit is working in the Real Feel function. If that happens, you can just deactivate the "Real Feel" function and let the unit work in the standard air conditioning mode."