When I’m designing a system for homeowners, one of the most commonly asked questions is: “I’ve been told only a Lennox Dealer can service a Lennox system. Is that true?”. The answer is yes. But let’s dive into why that is and why I’m confident to say so.
Understanding Supply Chain
Lennox operates quite differently from any other brand offered here in NH. To explain this, let’s take a look at the process of getting a new furnace from the factory to your home. Other brands use what most would consider a traditional supply chain. For this example, we’ll call this manufacturer “Brand C”. “Brand C” manufactures the furnace at their factory. The furnace then travels to a local vendor here in NH called “Your Local Supply House”. Then “Your Local Supply House” sells that furnace to your home services company. Finally, the home services company you choose to take care of your home sells that furnace to you. It’s a process. Sure, it works. But now, throw in a supply issue, warranty claim, or parts request. You’ve got a whole series of moving parts to work through to ensure your system is fixed. And don’t even get me started on what your home services company has to deal with to get a warranty processed and get you the parts credit you deserve.
Now, let’s look at the Lennox supply chain. Lennox utilizes what we call a “direct-to-dealer” operation. Lennox strategically picks select home services companies to represent their brand inside and out. Lennox manufactures the furnace at the facility, and from there, the furnace travels directly to the dealership. Your local Lennox dealership then sells that furnace to you. The major advantage here is that your Lennox dealer has full communication with the manufacturer: no supply house, manufacturer representative, or warehouse in the middle. No “middle man”. Your local dealer has full access to the manufacturer regarding a supply issue, warranty claim, or parts request. This means your system is taken care of as quickly as possible.
Why does understanding this matter? Well, let me give you a real-life example. As a premier home services company, we service all makes and models. I recently had a new client who did not get the service they deserved from their previous provider give us a call to help them out. Of course, we said yes. Our Specialist went out and identified the issue, which was a bad control board for the outdoor unit. Unfortunately, the local supply house didn’t have one in stock, so we had to order it from the factory (it sounds silly, but it’s true and happens more often than you think). Remember that supply chain I explained earlier? Well, the part went from the factory to our local supply house and then to our office. All said and done, three days progressed by the time we installed the part for our new client. That doesn’t sound too long, but when it’s 95ºF outside, and you’re without AC, one day is too long, in my opinion.
Let’s look at this same service call, with the only difference being that it’s a Lennox system. One of our Specialists came out and identified the issue, which was that the control board in the outdoor unit had failed. Our inventory is local - it’s here at our office. We send our warehouse assistant out with the part to our Specialist. We get you back up and running on the same day. Let's just say that, for excitement, we don’t have that control board at our office. No worries. As long as we order the part by 6pm, it will be shipped to our office by 10am the next morning. In the worst case, we will get you back up and running 24 hours later.
We’ve installed almost every product brand, and I can confidently say no other manufacturer we’ve dealt with can beat Lennox’s operations. This is one of many reasons we have continued to be a Lennox Premier Dealer for over 25 years.
“I Want The Freedom to Choose Any Company”
Agreed, you want to choose the company to do business with that you resonate with best. However, I’d argue you don’t want to choose any company. As a homeowner, you have five Lennox Dealers to call for services here in NH, with GSMS being one of the Premier Dealers. Yes, it’s not unlimited, but you don’t want unlimited; you want qualified.
Earlier, I said Lennox strategically selects its dealers. To become a Lennox Dealer, we go through an extensive process of proving ourselves, including our financials, training programs, customer support and service, and product offerings. These key points bundled together create a home service company that has five-star service, industry-leading products and installations, and an operation that is proven to be around in the long-term future when you need service. It shows that when you choose a Lennox Dealer, you’re protected and have peace of mind.
Although with a Lennox system, you are limited to choosing a home services company, your options are all qualified “best-of-the-best” out of any company in the state. This credibility far outweighs 5-star Google Reviews alone.
Does Lennox Make Their Own Parts?
Lennox has always been known for innovation. From developing new technologies to having the most efficient heating and cooling system available, Lennox is always on the cutting edge. In order to create these products, Lennox sometimes needs to create its own parts. It can be argued that it limits access, but at the same time, it allows control over quality. Think of the tried-and-true Apple versus Android argument.
Yes, Lennox has its own parts network. However, as other brands play catch-up with advancements in their technology, they are doing the same. It used to be that a few simple parts that anyone could grab off a supply house counter made a furnace run. That’s no longer true. Today, each manufacturer has its own components (sensors and boards) that make its equipment run.
Saying Lennox makes their own parts and they’re hard to get is an outdated statement. Especially now that you know the supply chain of other brands versus Lennox’s “direct-to-dealer” operation, you can imagine the challenges these other brands are facing while Lennox has perfected our operation. Think of the example I gave earlier with our new client having to wait three days simply because the local supply house didn’t have the capacity to stock those expensive parts. It’s irritating for you as the consumer and really irritating for us as your professional.
Putting it All Together
Now you can answer the question: Can only a Lennox Dealer service a Lennox System? You can understand why I’m so proud to say “Yes”. When you’re sitting down at the end of a long day comparing quotes from different home service companies, make sure you pay attention to the brand they recommend installing. Ask them about future servicing, and have them give you examples of processing warranties. Because at the end of the day, it’s just as important to have a manufacturer supporting your home service company as it is the company supporting you.
As Always - Great Service Makes Sense™.
Cheers, Zak
