How does technical service work from CE Southeast?
When a technician calls or emails CE Southeast for technical support, a "case" is created. That case is reviewed and triaged according what is needed, the product line and urgency.
We will need full model and serial numbers of the equipment involved and, in many cases, require specific operational readings in order to provide comprehensive technical support.
What type of technical support does CE Southeast provide?
The Technical Support Department reviewed on this page provides post sale support related to the correct operation of a properly installed and sized piece of equipment.
What brands do you provide technical support for?
The main brands we support are Carrier, Bryant and Payne. However we may provide technical support on a more limited basis for all products sold by CE Southeast. In the event that we cannot provide technical support for a product that is not Carrier, Bryant or Payne; we may refer you to the manufacturer.
How long should I expect to wait for technical support to return my call?
Response times will vary according to the time of the year, the complexity of the issue and call volume. Simple cases of needing a wiring diagram, general info or a trouble shooting code can often be handled right away. For a case that requires greater technical expertise, a typical response times can be 24 to 48 hours. However, it may be longer when it is busy.
I cannot wait 24 to 48 hours, can anyone get to me to sooner?
There are times when we can expedite a case based on urgency, call volume and staffing. However, there are times that we may not be able to expedite a case.
I am going to be on a job site at a specific day and time, can I get a call back then?
Yes, we can give you a call back at a specific day or time. However, we would need as much notice as possible in order to accommodate such a request.
Why am I being asked to provide testing and operational info over the phone, can't CE Southeast just send out a technician?
CE Southeast will only provide a site visit after all other avenues are exhausted. Customer Assurance Managers are not technicians, they will provide support to qualified technicians.
Doesn't Carrier have lots of technicians?
We are the distributor of Carrier, Bryant and Payne equipment. We are not Carrier, they are a manufacturer of HVAC equipment and parts. While Carrier Commercial Services has technicians, they do not provide technical support and handle the service and the installation side for residential products.
I'm a homeowner and need technical support on my system, can you help?
CE Southeast provides technical support to licensed technicians only. Homeowners/end users can reach out to a qualified, licensed HVAC company for assistance from the below links: