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Common Questions
Quilt’s lifespan ranges between 15 to 20 years, which is comparable to (or exceeding) most other systems.
For Certified Partners: 10-year warranty on parts and compressor for the heat pump system, 3‑year warranty on the Quilt Dial and QSM. The warranties are transferable to the next homeowner, and no registration is required.
For Select and Expert Partners: 12-year warranty on parts and compressor for the heat pump system, 3‑year warranty on the Quilt Dial and QSM. The warranties are transferable to the next homeowner, and no registration is required.
Please reference: www.quilt.com/warranty
Quilt has its own supply chain and has partnered with leading manufacturers that produce some products for rival brands in the Industry. Quilt is not a rebranded system. The Quilt team has thoughtfully sourced the best available & battle-tested components to incorporate them into their newly designed & configured Condensor, Indoor Unit, and Thermostat. Quilt is not re-inventing the wheel when it comes to heat pump components — they are instead choosing the best of breed, packaging components together in an incredibly designed format, and improving on everything with leading hardware, software, thermal, and firmware engineering so that everything works smoothly, more efficiently, and more intelligently than on its own. These components are readily available and come from a mature supply chain, so we can easily get the replacement parts if there is ever an issue. To date, Quilt has not yet had a single call-back due to equipment failure, and Quilt systems have been installed in hundreds of homes in the Bay Area.
Here’s a little video that shows you more about their approach to designing for long-term reliability;
Customers will have a beautiful and efficient system, but it will no longer be intelligent.
Bedrooms take 5 – 10 minutes. Larger rooms can take up to 15 minutes. Quilt is much faster than central systems.
Quilt is the most efficient two-zone system on the market. It has industry-leading efficiency metrics, including a SEER2 of 25, HSPF2 of 12, and Energy Star certification.
The indoor unit is quieter than rainfall (27−48 dBA) while the outdoor unit is quieter than conversation (55 dBA).
Please email [email protected] or call (650) 423‑1111. Quilt has staff available to help diagnose and fix issues remotely.
Yes, but line sets and condensate lines may not be compatible. Quilt’s line set and condensate exit points may differ, potentially requiring a new wall penetration and painting.
No, the dials can also be set on a table top. There are temperature sensors in the dial, so we recommend you don’t put them directly in line with the air flow.
With a limit of two zones per outdoor unit, Quilt’s system offers the highest efficiency and most control inside the home, increasing the longevity of the outdoor unit.
No, but they can be mounted with one unit above another unit.
We recommend customers wash the indoor unit filters every 3 – 6 months.
Not right now, though smart homes features are currently in development and will likely be available as a future software update.
Yes. Our indoor unit rated capacity is 9,000 BTU/h at 47° F. Our two-zone outdoor unit rated capacity is 18,000 BTU/h at 47° F. The cold weather heating capacity for our two-zone outdoor unit is 18,000 BTU/h at 5° F, 18,000 BTU/h at ‑5° F, and 16,000 BTU/h at ‑13° F. Learn more at quilt.com/tech-specs.
Troubleshooting
- Check that there is no ice formation on the heat exchanger. This can indicate that the communications cables are routed to the incorrect unit at the outdoor unit port.
- Test this by turning only the accompanying unit to cooling and seeing if the heat exchanger of this unit gets cold.
- Check that the IDU is level from left end to right end. Use a 2’ level, digital if possible
- Check that the IDU is level vertically and not hanging off the wall. There should be no gap between the top rear edge of the IDU and the wall
- Make sure the condensate drain tube to IDU connection is proper. The clip on the drain tube must be fully engaged
- Ensure the condensate drain tube is sloping downwards throughout its run. In addition:
- Drain tube must be at the bottom of the tubes exiting drain hole in the wall, no wires or refrigerant lines are under the drain
- Drain hole itself is sloping downwards
- Drain tube must be affixed so it will not shift over time
- Drain tube must not be kinked
- Check that the PVC pipe connection is secure and there are no leaks in a drain test
- Make sure the PVC pipe is sloping downwards
- Check that the lineset insulation is free from tears and there is no exposed copper on lineset including any flex line
- Run a drain test, if all checks above pass and drain test fails, there may be a clog in the drain
- If you are still experiencing issues, contact Quilt Support at (650) 423‑1111 or [email protected].
- Inspect the outdoor unit for branches or debris. If found, remove.
- Inspect the indoor unit air filters, and clean them if necessary. See Maintenance and Cleaning section of the Quilt Manual for detailed instructions.
- If airflow is low in cooling mode, remove the indoor unit front cover and inspect the heat exchanger for frost-formation. If frost is found, contact Quilt support.
- Set all indoor units connected to the same outdoor unit to heat or cool. Wait 5 minutes. If the cooling or heating abnormality is resolved, check that the unit wiring and refrigerant lines are correctly routed to the proper unit.
- If you are still experiencing issues, contact Quilt Support at (650) 423‑1111 or [email protected].
- Verify that the password you are using is correct. This can generally be found in a phone’s network settings.
- Factory reset the Quilt Sense by pressing and holding the power and light button for 8 seconds.
- The system is ready to pair when the LED strip is on and the white light is bouncing back and forth.
- Once the LED light appears solid white the indoor unit is connected, if it does not immediately appear in the app force quit and re-open.
- If this does not resolve the issue, contact Quilt Support at (650) 423‑1111 or [email protected].
- Verify that the password you are using is correct. This can generally be found in a phone’s network settings.
- Restart the Dial by holding down the button on the back under the rubber base for ~8 seconds until the screen turns off.
- Once a QR code is displayed the device is ready to pair.
- If this does not resolve the issue, contact Quilt Support at (650) 423‑1111 or [email protected].
- Check that the Quilt Sense is connected to Wi-Fi by adjusting the temperature in the room from the app. If the QSM is connected, the LED strip should change colors when toggled from the app.
- If the LED strip does not change colors, check that the Quilt Sense is properly installed. If it is not, reinstall properly and test the LED strip color change again from the app.
- Restart the Quilt Sense by pressing and holding the power button for 8 seconds.
- If restarting the Quilt Sense does not resolve the issue, try factory resetting it by holding down the light button and power button simultaneously for 8 seconds. Note: this means the device will need to be repaired to the room in the Quilt app after the reset.
- If the LED is still unresponsive, disconnect and reconnect the indoor unit from power and reattempt step 1.
- If none of these steps resolve the issue, contact Quilt Support at (650) 423‑1111 or [email protected].
- Ensure that your wifi network is connected.
- If yes and the light still can’t be controlled, press and hold the light button on the Quilt Sense Module.
- Disconnect and reconnect the unit from power by turning off the breaker to the unit and back on.
- If the issue persists when power is restored, restart the Quilt Sense by pressing and holding the power button for 8 seconds.
- If restarting the Quilt Sense does not resolve the issue, try factory resetting it by holding down the light button and power button simultaneously for 8 seconds. Note: this means the device will need to be repaired to the room in the Quilt app after the reset.
- If none of these steps resolve the issue, contact Quilt Support at (650) 423‑1111 or [email protected].
- Confirm the indoor unit is powered on by turning on the light bar via the Quilt app or Dial. If it doesn’t turn on, do the following:
- Confirm that the AC service disconnect to the outdoor unit is plugged in and on.
- Confirm that the circuit breakers are not flipped off for both the outdoor unit and indoor unit.
- Confirm the home Wi-Fi network is functioning.
- Confirm there is not a mode conflict, where one unit is set to heat and another unit connected to the same outdoor unit is set to cool or fan. Test for mode conflict by changing the mode on both
- indoor units:
- Confirm via heating mode: Change both and adjust the setpoint temperature to the maximum value. Warm air should start blowing within 5 minutes.
- Confirm via cooling mode: Change both indoor units to “cool” and adjust the setpoint temperature to the minimum value. Cold air should start blowing within 5 minutes.
- Restart the Quilt Sense by pressing and holding the power button for 8 seconds.
- If you are still experiencing issues, contact Quilt Support at (650) 423‑1111 or [email protected].
- If the screen is black, check that the Dial is plugged in. If it is not plugged in, power on Dial.
- If the Dial is wall-mounted, remove the Dial from the wall (see recording) and check that both cables are connected and secured. You may need to use a screwdriver to test and re-attach.
- If Dial is plugged in and unresponsive (frozen screen or black screen), follow the steps in How to restart the Dial.
- If the issue persists contact Quilt Support at (650) 423‑1111 or [email protected].
- Ensure that Dial is installed on a suitable surface. Places to avoid installing Dial:
- Near heat sources including fire places, space heaters, appliances, and other electronics like routers
- On highly conductive surfaces (tile, metal, stone) or highly insulative surfaces (wool, cork). You can determine if a surface is conductive if it feels cool to the touch or insulative if it feels warm.
- In direct sunlight
- On exterior-facing walls of the home
- Next to windows susceptible to drafts
- In the airflow path of the indoor unit
- Directly below the indoor unit
- If Dial is installed in a suitable location and the temperature reading remains inaccurate, contact Quilt Support at (650) 423‑1111 or [email protected]
- Tap on the Dial screen and read the instructions on Dial.
- If no indoor unit has been paired yet to the room, this is expected. Pair an indoor unit to the same room.
- If the issue persists, the underlying issue may be Wi-Fi connection. Check homeowner wifi access, run a speed test, and check the home’s Wi-Fi router. It may need to be turned off and on again.
- If that does not resolve the issue and the speed test indicates it is poor, the Wi-Fi network may require an extender.
- If the WiFi signal is strong and the indoor unit is listed in the room on the app, contact Quilt Support at (650) 423‑1111 or [email protected].
- Disconnect the Dial from power:
- If the Dial is wall mounted, flip the breaker to the room’s power. Remove the dial from the wall (see recording) and unscrew the cable connections.
- If the Dial is tabletop mounted, unplug the Dial.
- Once Dial is no longer connected to power, contact Quilt Support at (650) 423‑1111 or [email protected].
Contact Quilt Support at (650) 423‑1111 or [email protected]
Contact Quilt Support at (650) 423‑1111 or [email protected]
- Sign out of the home and sign back in.
- If there is another user in the home, ask them to verify in Settings > Sharing that you are still listed in the home. If not, have them send a new invite.
- If the issue persists contact Quilt Support
Contact Quilt Support at (650) 423‑1111 or [email protected]
- Option 1:
- Revert new Wi-Fi username and/or password to match previous credentials
- Remove previous network
- System should automatically reconnect
- Option 2:
- Factory reset each device and re-pair using the new Wi-Fi network (see pairing “How – To”)
- Contact Quilt Support for assistance
Purchase Order Form
Purchase Order Form
Contact Quilt
650-647-2222 · Mon - Fri · 7am - 7pm PT