As one of the owners of CellarPro cooling units, I thought I’d share a bit about our company’s business mission, which I hope will add value to the discussion.
We first started shipping CellarPro cooling units in 2008, so 8 years is the oldest cooling unit that we’ll have in the market at this point (October 2016).
We created CellarPro because we couldn’t find reliable, innovative cooling units for our Le Cache wine cabinets, and eventually developed a full line of cooling units for custom wine cellars of all sizes. Our goal was to build cooling units that would last 10+ years - using the best components, with advanced features and backed by outstanding customer support. We never designed or built a “standard” series, a “Platinum” series or a “private label” series - instead, everything we build has reflected our best effort and has been branded with our singular CellarPro name.
Since 2008, we’ve included the following features and innovations in all of our products:
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- Expansion valve on every unit - not cap tubes - because we didn’t want our units to be limited by a 25 or 30 degree differential to the ambient environment
- Evaporator coils protected by an Electrofin coating, the best in the industry
- Controllers made in Europe by one of the leading manufacturers of digital controllers
- Rigorous testing of every unit prior to shipment
- Made in the USA
- Tested and certified to UL standards
We have been committed to the continuous improvement of our products since Day 1. For example, when we learned that a common point of failure in cooling units is the hot gas loop, we began coating that component to achieve additional longevity in our products.
Notwithstanding the above, we know that we have more work to do. Unless the unit was installed improperly or the cellar exceeded the design parameters of the cooling unit, it is unacceptable that any unit should fail in the first 5 years, let alone multiple times in a 5-year period.
Our peak failure rate was in 2013, due to a batch of defective components that we received from a key supplier in 2012. Following those failures, we demanded that the manufacturer stop shipping components from the factory that was responsible for the defects, and since that time, our annual failure rate has dropped below 2%. We believe that today’s cooling units are the best that we’ve ever made.
When a unit fails during the warranty period, our goals is to replace it quickly, painlessly and at no cost to the customer. Our support team is trained to help - not hinder - our customers, and when problems arise, our focus is to offer solutions, not roadblocks. A note about our warranty policy - for Model 1800 units, all parts are covered for 5 years; for larger units, parts are covered for 2 years, and the compressor is covered for 5 years. We offer an extended warranty on all units that provides full coverage for 5 years, for customers who would like the certainty of that coverage.
While we can’t guarantee that we won’t have product failures in the future, we can guarantee that we’ll always try to build the best products, stand behind our products, and take care of our customers.