With any mass produced product there will be a small percentage of defective products reaching the consumer. The general rule is that up to 0.3% is an 'acceptable defect rate' with the better companies holding it at around 0.15% and with the defects being rather minimal in nature. Lemons happen and I'm sorry you got one.
There's also the problem of how a manufacturer addresses the supposedly defective product. Offering a replacement (parts as needed or the whole shebang) is the usual. One cannot realistically expect more than that to be offered- sometimes the 'added costs' like labor and set-up cost nearly as much as the product which renders that approach as nearly worthless. But that's how business is conducted anyway and it is rare to have everything else covered along with the product itself. Is there another HVAC manufacturer who offers a better response than Rheem? I doubt it. Courts have held that replacement of a defective product is usually adequate compensation unless there was bodily harm involved in the failure. Sometimes you can get awarded more to cover those 'added costs' but it's a tough row to hoe and takes a long time plus takes paying the lawyer to attempt it, so most folks don't bother.
If I were in your shoes I'd feel 'burned' too. I'd definitely complain to their corporate folks giving them the facts of your past product usage and endorsement to weight your argument for compensation. I'd even look to see if there was a better choice for future HVAC purchases and note those too in my complaint. I'd mention this thread to show them that the whole world is watching- anything which adds weight to my words. But the bottom line is that if you've been happy with Rheem till now and you can't do better with anyone else then this is simply not a good day for you to buy a lottery ticket either, and we all get days like that. "It" happens and it's just the luck of the draw for all of us. If the same kind of thing happened again then I'd be ditching Rheem because you'd then know something has changed for the worse with them.
It ain't a perfect world, especially in the landlord business where repairs have to be now, not later, no matter what the cause of the problem was. I do hope Rheem will come through for you as well as your dealer has and I'm sorry you got my kind of luck on the bad unit. Let us know how it all winds up in the end and stay with that dealer- people who are that good are a rare and valuable kind of friend to have by your side!
Update, for all who are interested...
Jack, you're the man! - for pushing me to contact Rheen, above "customer's service" or "tech support".
I've never been shy about pursuing warranties and all things right, but Jack's suggestion was right on.
Rheem will replace the defective parts. Labor not included.
To be 100% correct, I got 2 more bids.
The compressor is good. It has a built in protection against excessive heat, so that it doesn't burn itself.
Once I get the job done, I'll tell you the rest of the story.
Rheem supplied the defective part. I thanked them for coming through.
It was not the coil, there was no evidence of a leak. It was not the compressor, a scroll compressor shuts itself to avoid burnout. It was a tiny part called "Metering Devise" also known as "Expansion Valve".
The unit is now working.
It is so unlikely that an brand new A/c would broke in just one year. Manufacturer offer warranties on different part of the A/C like the motor, Coil and other mechanism of an A/C. The most common defect of the A/C is the motor sometimes cause by the power fluctuation or because it is being abused so much. Not having proper maintenance can also cause defects.
Quote: "It is so unlikely that an brand new A/c would broke in just one year"
True, but don't forget, Rheem probably does not make these parts, they buy them from various suppliers.