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They are pretty responsive especially this time. Last time they did respond it just took a while, but that was during Covid. I have bought two Mr Cool mini splits. First one failed after a couple months, this one failed after about a year and a half of use not impressed. On this one Angela has been great we shall see how it goes. See picture, not the best time for a failure. Update: Angela and Ingrams passed me onto Mr Cool. Pretty slow process and still haven’t received the replacement part that I will install and hopefully get the thing going again.Update 3/8/24. Installed the board today and still no luck. I’m now have a P4 error coast on indoor unit. Pretty frustrating. We will see how long the next step takes.