New Wave Air Conditioning

I engaged New Wave Air Conditioning (part of Lawson Oxley HVACR Pty Ltd / Oxley Group) to service my Samsung air-conditioning units and diagnose a fault in the larger one. New Wave originally installed the system years ago, so they had my immediate loyalty. Unfortunately, from the very first call-out this job became a masterclass in how not to treat a customer.

– The initial appointment was pushed back a week because the technicians were sick. Fair enough, but in hindsight it set the tone for what followed. – When the technician ultimately attended, they diagnosed a failed outdoor inverter PCB but immediately positioned a complete system replacement, claiming the unit was old and the part unavailable. – At the time I hinted to the technician that I'd just dealt with the same problem and replacement suggestion on another unit where I was quoted $2500 for a new system, "because the existing system was old and there were no parts" - that system was 6 years old and with a quick internet search I was able to locate a brand new replacement PCB, in stock, from manufacturer, for $330. - Despite my comments to the technician, New Wave still proceeded to quote nearly $6,000 to replace the system in the same location (back-to-back and re-using existing power supply and facia) plus $1,600 to wall-mount the smaller bedroom unit. For context, New Wave installed both systems 10 years ago for $4,000 (≈$5,120 in today's dollars). – The quote contained no proper details of the fault. Had I not spoken with the technician while he was onsite, I’d have received a vague $6k “new system” quote with no idea what was actually wrong with the old one. No discussion of brand or model options, just “here’s a Mitsubishi and here’s the cost.” – The same model was advertised on New Wave’s own website from around $3,800 fully installed, with a $500 cashback promotion never mentioned in my quote. – Echoing a broader industry pattern, I quickly found the genuine Samsung PCB online for $238 with a single search.

On 18 July I wrote to New Wave outlining these concerns and offering them the chance to respond and try again. I received a same-day reply promising escalation to their service manager.

By 22 July I'd heard nothing, so I followed up to say I would wait.

I’m still waiting.

Instead of any resolution, I received only an invoice for servicing my second unit (same age and condition) for $330 - Ironically more than the cost of the replacement PCB they claimed was “not worth repairing.”

By 31 July, still with no reply, I contacted Sydney Appliance Centre, who sourced the OG Samsung PCB direct from the manufacturer, came onsite, configured the EEPROM and had the unit running perfectly for $486 total (part, delivery and installation). Exactly the repair New Wave said was “not available” and “not worth doing.”

This experience raises serious concerns about price inflation, upselling, and accountability. It does not feel like the New Wave team I trusted back in 2015.

If you’re considering New Wave Air, or any Lawson Oxley-affiliated brand, be cautious: • Ask detailed questions • Get a second opinion • Check their own website for current pricing • Don’t accept “part unavailable” without proof

I don't leave online reviews lightly, but the combination of delays, silence, and a quote more than ten times the actual repair cost demands a public warning.

Fantastic air-conditioning company – Terrific tradesmen who knew the product and installation very well. They were all incredibly polite and courteous. Job was done very quickly and efficiently. Would highly recommend. Five stars from grateful customer.