APG: Setting the Standard for Technical Support

At Advanced Products Group (APG) we are dedicated to providing our customers the most intelligent, high performance and sustainable commercial building solutions. That said, we don’t just provide products, we deliver experience and ongoing support.

As the first distributor to carry Mitsubishi Electric CITY MULTI® VRF technology in Washington, D.C., Maryland and Virginia, APG is an industry leader that understands the importance of technical education and guidance. We want to be your partner in every project, from start up to commissioning to ongoing support. Review our technical support offerings below to see how we can best assist you.

For over five years, APG has offered year-round, comprehensive and hands-on training for Mitsubishi Electric equipment. In each course, instructors Tim Kemp and Mike Cash fully introduce concepts and theories along with in-depth functional studies of the technologies employed. Concepts are reinforced through practical troubleshooting exercises with the equipment.

Classes Available:

  • 3-Day CITY MULTI Service
  • 2-Day M- & P-Series Service
  • 4-Hour M- & P-Series Overview*

*(To note: Contractors can schedule Aireco to teach on-location for hourly classes.)

Training Facilities
APG has two training facilities located in Savage, Maryland and Newport News, Virginia. In addition to hosting classes, APG’s state-of-the-art facilities allow us to recreate and troubleshoot a customer’s issue in-house, providing you with timely and accurate guidance in the field.

Lunch and Learns
We want to provide you with viable solutions for the everyday issues you experience. Our Lunch and Learn program was designed for just that! Each informational session is 60 – 70 minutes and topics are decided upon between you and the instructor. CEUs are available and APG staff will travel to your location. For more information or to book a Lunch and Learn, email apg@aireco.com.

In the Field Support
Anytime you’re on a job site and in a difficult situation, APG is here to support you. Once you’ve completed one of our classes, our instructors hand over their direct contact info for use in the field. Unlike an automated system or online tech support, you’ll receive accurate guidance from an experienced technician.
For further information on the APG Difference, visit our website.

Real Life Technical Support Q+A

To give a little more insight into the benefits of our technical support and training programs, we spoke with two installing contractors on their experiences working with APG.

Describe the nature of your company’s work.

We work on a lot of custom maintenance agreements and also develop solutions for our clients’ mechanical needs. In addition to HVAC, we do electrical, plumbing and controls as well — a full service provider here in Southwest, Virginia.

What APG class did you complete and what was your experience?

I took the Diamond System Builder training. While we are not dedicated to any specific manufacturer, we have some clients that have the CITY MULTI product line. The class was great — the software gives you the ability to design for any unique situation and provides you with the paperwork required for the customer.

All in all, I found it very informative. The first part of the day was more instructional and in the second half we were able to design systems of our own. The course gives you enough capability to go out on your own with backup support from the local APG reps.

Can you describe a situation where you contacted APG for technical support?

Absolutely! We’d been involved in servicing CITY MULTI units that we did not install. To properly service the equipment, our team needed some feedback on the system and reached out to APG. They had all the start-up history and had the original DSV which really allowed us to get our bearings with the job. Not only were we able to get our customer’s equipment running great again, it made us look like heroes since we had a solution with APG supporting us behind the scenes. It was a win for both of us.

Overall benefit of working with APG?

We enjoy working with them and feel that their response time is quick and their information is accurate. They really work hard on keeping up with system history — that’s super important to us.

Describe the nature of your company’s work.

We mostly have service work and contracts for HVAC, construction, plumbing services and so on — if it’s mechanical we do it. However, our HVAC department also does VRF installations.

What APG class did you complete and what was your experience?

I went through the CITY MULTI three-day class that reviewed installation, commissioning and service. I found it to be very informative. The class gives you all the tools you need to do your job. The instructor, Tim Kemp, had a response for any and every question that you could think of. He also gave everyone in the class a contact card and told us to call if we needed assistance on a job.

For the last part of the class, Tim was able to create multiple issues with the equipment and then using the maintenance tool and MyLinkDrive we had to troubleshoot the issues.

Can you describe a situation where you contacted APG for technical support?

Yes. Our local rep Bill Warner has been invaluable. I’ve had to call him a couple different times for help in various scenarios. Even if it’s something as simple as going through the flagging process for the start-up of Mitsubishi Electric equipment, he’ll walk you through it and answer any questions.

Overall benefit of working with APG?

We’ve got some jobs coming up that are design builds. Other companies we work with are not as prepared. With APG, every “i” is dotted and every “t” is crossed. Every resource is planned perfectly. We went to a job site in Covington the other day and Bill was right there with us to walk through the system layout with the client. They make each job easy and folks are seeing the difference in quality.