I arrived for a recall on a new system we installed. I spoke with the homeowner and found that the system will run a lot and not heat the home. I inspect the thermostats and found it to be running heat and emergency heat with the demands I gave it. But I could not make it do it on ones own. I explained that the thermostat normally brings on the email heat 2 deg lower that the recommended settings. It was 63 deg in the home and the thermostat was set to 68 deg and the system was only running heat pump mode. Agin the system ran in emergency heat and heat pump mode when I gave the demand but I couldn’t make it run in emergency heat on its own with a temp deference farther that 2 deg. I also found a duct to be completely disconnected on the plenum. This was dumping the conditioned air into the attic and it would not satisfy the thermostats anyway. I reconnected the duct and check the systems operations. I found no others issues with this system at this time.