The GC warranty
The Terms
Written by the team that built it.
When something fails, you call the people who designed the unit and wrote the warranty; not an insurer, not an offshore tech support team.
Year
one
Full coverage
Full unit replacement, if parts and labour are not available.
Years
two – six
Parts covered
Every part is covered, and shipping is included anywhere in Canada.
Full six year warranty
How TO FILE A CLAIM
Fill in the form. We’ll take it from there.
IMPORTANT: Contact us before any service is performed, because work done before a claim is opened isn’t eligible for coverage.
Tell us what happened.
Submit a ticket below, or email warranty@genuinecomfort.com, with your model number, serial number, and purchase date.
Our in-house team takes it from there.
They’re based in North America, and they know these units well.
You'll hear back within 48 hours.
We’ll send a resolution and clear next steps — no chasing required.
The Team
The people behind your claim.
The people who answer your claim sit in our office, here in North America. They know your unit well, because we built it.
Derek
Director of Product - 19 years of PTAC experience
Adesha
Warranty & Support Product Associate – 14 years of Customer Support Experience
John
Client Support Associate – 13 years of PTAC experience
FAQ
What do I need to file a claim?
You’ll need the model number, the serial number, the purchase date, and a short description of the issue.
What if I can’t find my proof of purchase?
Keep your invoice if you can. If you can’t find it, we use the purchase date on file for your model and serial number.
Can my own contractor look at it first?
Contact us first. Service performed before a claim is opened isn’t eligible for coverage.
Does the warranty transfer if the property changes hands?
Yes, the warranty is transferable to the new owner. The only exception is if the unit is re-installed at a different location; in that case, the warranty does not carry over.
How fast do parts ship?
They ship next business day from the warehouse closest to you.