Trane customer service ignorant

[vmax 90]

Here is the story. I recently had a Trane XV90 furnace with a Trane XL14i A/C condenser installed.
My contractor told me that beings I had the XV90 installed at the same time as the XL14i that they both carry Trane's 10 limited parts warranty and 1 year labor.
I question him about this as the Trane website said he is responsible as a authorized independent Trane dealer to provide 2 years labor . http://www.trane.com/Residential/TraneOwners/ManufacturersWarranties.aspx
He said that this is not correct and insists that I get 1 year labor.
So I emailed Trane and after a week or so I hear nothing, so I call Trane and spoke to a gal there and she said yes I do get the 10 year parts and 2 year labor agreement with and installation of the XV90 and the XL14i. So now I am thinking that I have everything settled and low and behold I get an email response from Trane saying that I get the 10 year parts and no labor warranty.
I emailed back the link to Tranes website stating the 2 year labor paragraph and still the gal who emailed me insists that I get no labor coverage what so ever.
This just goes to show the incompetency of the people involved. If given the choice again at this I would not choose a Trane. Is anybody at Trane reading this?
If so maybe you would like to clarify the discepencies.

[mark beiser]

The labor warranty is provided by the installing contractor, not by Trane. So the person from Trane that told you that you don't have any labor warranty is technically correct since Trane doesn't give a labor warranty with systems installed by independant dealers unless you get Trane's extended labor warranty.
If your installing contractor is a Trane Comfort Specialist dealer, part of the deal he agreed to with Trane was to provide a 2 year labor warranty with any new XL system he installs and a 1 year labor warranty with any other system.
If your dealer is only giving you one year labor, he is shorting you 1 of the years he is suposed to give as a Comfort Specialist dealer.
If you really want a solid labor warranty that allows you to use any Trane dealer for your service, get the 10 year extended labor warranty.

To my knowledge, no manufacturer has any labor warranty at all, unless you get an extended labor warranty.

If your installing contractor is not a Comfort Specialist dealer, you get whatever labor warranty his contracts/agreement with you states.

[Edited by mark beiser on 10-27-2006 at 08:49 PM]

[icyflame]

Paper pushers do not represent the quality of the product.
Go to your local Trane Supplier, take all your paperwork with and sit down with a CSR and hash it out. Forget the email...it is not personal. Go and face them, don't bad mouth their company. Be understanding and stick to your position. They only want happy customers. If they think that it will be impossible to satisfy you than it is all over and you lose!

[vmax 90]

Yes I realize that what you are saying is correct, but in the event I need service between the first and second year I want to know what the proper coverage is.
BTW I was considering the extended warranty, but with the way my questions have been handled I don't have much confidence with Trane or my installing dealer at this point.
Also I would like to add that my installing dealer wouldn't install a two stage stat. He instead installed a single stage White Rogers stat. His reasoning is that the two stat stage causes more problems for him as he gets calls from customers complaining about there furnaces running too long.
Also he said he won't install a Trane (honeywell) stat as they are complete junk. Even though I requested a Trane 802 or 803 stat he won't install one for me. Now I would think Trane would have a problem with a independent Trane Authorized Comfort Specialist bad mouthing and refusing to install one of there products, even after the customer(ME) requested it.
Now if I want a Trane 803 installed properly and as not to cause any warranty problems I need to hire a different Trane dealer and pay the additional labor to have the thermostat I want installed.
And then I would have a single stage WR stat that I paid for and have no use for.
So i hope you can see my frustration as Trane nor my installing dealer would like to step to the plate and address these issues.
And yes I agree paper pushers don't represent the quality of the product. But I don't think it is the customers responsibility to hash out the details that are already listed in writing on the companies website.
And yes my installing dealer is a Trane Authorized Comfort Specialist and in fact he is the first dealer listed on the Trane website for my area and this is how I found him.

[Edited by vmax 90 on 10-27-2006 at 08:58 PM]

[icyflame]

Don't underestimate trane. I've seen them tackle bigger problems then this, and satisfy customers. Talk to the right people, the right way and good things will happen.
Really Now...do you think trane is focused on screwing you over?

[mark beiser]

Sounds like you got a turd for a contractor.
Not willing to spend a few minutes educating his customers about the operation of 2 stage systems.
Probably had problems with his installers not setting up the Honeywell thermostats properly and had callbacks for it, so went to idiot proof thermostats.

[vmax 90]

No I don't think Trane has that focus, but how does the aveage consumer find the "right" people?
And is it the customers responsibility to have to go to such lengths to just get what they have coming to them as a customer of Trane?
Believe me I have tried to contact the "right" person and I can't get a call back. I called the district supplier and they where of no help.
So now what?
I just want my installing dealer to put in writing the correct warranty info. and install the Trane thermostat that I want and is the correct stat for my system so I can take full advantage of my new two stage system.
I don't mind paying the additional cost of the better stat but I think I should not have to pay any additional labor.
This system has been installed for two weeks so you can see this is not something I just decided to pursue.
Also I find it interesting that the installing dealer installed the WR stat on a outside facing wall so now the stat calls for heat cycles more frequently that maybe it should and shows a lower ambient temperature that is actually in my home.
I have explained all this to TRane and they said they have no interest of recourse in this matter.
So I ask you what happens next? Would you like to tell me or put me in contact with the "right people"?
Is so please PM or email me the info.


[Edited by vmax 90 on 10-27-2006 at 09:20 PM]

[vmax 90]

Originally posted by mark beiser
Sounds like you got a turd for a contractor.
Not willing to spend a few minutes educating his customers about the operation of 2 stage systems.
Probably had problems with his installers not setting up the Honeywell thermostats properly and had callbacks for it, so went to idiot proof thermostats.

That is exactly correct Mark.

[tranedog]

vmax 90 What state are you in so I can get you the help you need, because I really dont want you to have any negative feeling about Trane. I am so sorry you didnt have a Trane Installing Contractor with the correct mentality to give you the customer what you want and willing to pay for.

[Mr Bill]

Personally "most" labor agreements are between the contractor and the homeowner unless you purchase and extended Parts and Labor warranty of some kind. Technically after your system is installed except for in some states they never have to come back to warranty anything and if you look at "most" warranties it says that the parts are warranted for a period of time but this does not include labor period.

[vmax 90]

Tranedog

I just emailed you the info. you requested at the email address listed on the Air by Dean webpage.
Thanks for your concern and help.

[vmax 90]

mrbillpro Did you look at the Trane webpage link I listed in my first post in this thread?
It states that the independent Trane authorized dealer is responsible for the first 2 years labor.

[Edited by vmax 90 on 10-27-2006 at 10:26 PM]

[mark beiser]

Heh, I think if I installed a system for someone and they called Trane with complaints like yours, my boss would have a Trane rep all up in his crack about it...

[trane]

[QUOTE]Originally posted by mark beiser
[B]The labor warranty is provided by the installing contractor, not by Trane. So the person from Trane that told you that you don't have any labor warranty is technically correct since Trane doesn't give a labor warranty with systems installed by independant dealers unless you get Trane's extended labor warranty.
_______________________________________________


I have to agree with Mark. Your asking them for help on something they have no control over until you have a warranty labor claim. The warranty for labor should have been spelled out in the contract before installation and is between you and the dealer. If you don't have it in writing, Trane will take care of the problem if you have a warranty claim and the dealer does not do what he agreed to do.

[jrbenny]

Originally posted by mark beiser
Heh, I think if I installed a system for someone and they called Trane with complaints like yours, my boss would have a Trane rep all up in his crack about it... When I worked for Trane, the FSR in your area didn't take any crap and wouldn't let that kind of crap slide.

[Mr Bill]

Have you actually had some problems with your new system? if not why stir the pot? why even worry about a problem with warranty when a problem does not even exist? that just don't make any sense.

[Mr Bill]

Originally posted by vmax 90
mrbillpro Did you look at the Trane webpage link I listed in my first post in this thread?
It states that the independent Trane authorized dealer is responsible for the first 2 years labor.

I just read it and I can see another reason I don't want to sell Trane and unless Trane is compensating the dealer for labor the contractor is getting screwed in my opinion "or" maybe that is the reason Trane is so expensive so the dealer can make enough up front to take care of the labor down the road for the next two years.

[vmax 90]

Well here is some more info.
The contractors sales agreement did say 10 year parts one year labor. But there was a mix up and the contractor did the job without me signing his contract. Anyways I was not aware at the time he started the job that I was entitled to 2 years labor. Before completion of the job I did look at the trane website and found the info. about he being responsible for the 2 years labor. I showed him (the contractor) a copy of the trane webpage and asked him about the 2 year labor. He said that he doesn't read it that way and anyways I signed his contract (which I didn't). So you see it looks to me like he was trying to avoid his agreement with trane as a trane authorized comfort specialist as this seems a bit shady to me and is trying to slip something through the cracks. So mrbillpro maybe now you can see why I am making a issue out of this. Also I wanted to purchase the extended warranty but with the mix up I am holding off until I can get some straight answers from the contractor. Or if I can I may purchase the extended warranty from another dealer as long as I get some consistent info. And let's not forget his attitude about the trane thermostat. So add it all up and hopefully you can see where I am coming from. And I agree that this shouldn't be an issue until a problem comes up, but if you read my posts you will see that the people at trane gave me conflicting info. also, which just leads to more confusion. At any rate this kind of thing shouldn't go on but it does, and as the customer I shouldn't have to deal with any of it.





[Edited by vmax 90 on 10-28-2006 at 12:34 AM]

[mark beiser]

Originally posted by jrbenny

Originally posted by mark beiser
Heh, I think if I installed a system for someone and they called Trane with complaints like yours, my boss would have a Trane rep all up in his crack about it... When I worked for Trane, the FSR in your area didn't take any crap and wouldn't let that kind of crap slide.

My FSR likes me, but probably thinks I'm insane.

Likes me because I call him about techical issues less than once a year.

Probably thinks I'm insane because when I do call him, it is about something wierd.
The 2x I have called him in the last 3 years, one was to ask if he knew if Trane had ever tested two XL19i condensors on one of thier dual circuit coils, and what would be the best way to control it.
The other time I was asking about warranty coverage if I converted a 3 ton coil to dual circuit with solenoids so that 1st stage of an XL19i would run a lower saturated temp for moisture removal.

:)

[mark beiser]

Originally posted by mrbillpro

Originally posted by vmax 90
mrbillpro Did you look at the Trane webpage link I listed in my first post in this thread?
It states that the independent Trane authorized dealer is responsible for the first 2 years labor.

I just read it and I can see another reason I don't want to sell Trane and unless Trane is compensating the dealer for labor the contractor is getting screwed in my opinion "or" maybe that is the reason Trane is so expensive so the dealer can make enough up front to take care of the labor down the road for the next two years.

The 2 year labor warranty hasn't been an issue for us at all, even with most of our system sales being the more complex XL16i and 19i systems, warranty failures have been virtually non existant.

[vmax 90]

Well here is a update on my situation.
The Trane regional office contacted my contractor and explained to him that with my installation two years labor is what he is obligated to. So he sent me revised warranty statement that read I get two years labor.
I also had a Trane TCONT803 stat installed and wow what a difference. In the first day I noticed an increase in comfort.
I do have a question for the experts.
I have both the first stage and second stage set at 3 cph which is what the manual calls for. And in the 30 to 40 degree weather we have been having I am getting one cycle every 20 mins just as expected.
What happens when the weather gets colder and lets say the first stage has to run longer than the 20 mins it takes for a cycle. Will the stat give less than 3 cph at that point or will it cycle the first stage off for a minute or so then re-fire to maintain 3 cph?
In other words do you always get 3 cph no matter what the outside temp is?
Thanks to all of those who helped me with this situation.
You know who you are.

[icyflame]

Originally posted by icyflame
Don't underestimate trane. I've seen them tackle bigger problems then this, and satisfy customers. Talk to the right people, the right way and good things will happen.
Really Now...do you think trane is focused on screwing you over?

I'm glad things worked out for you. (I thought they would).
Consider this; No one or nothing is perfect. We all have bad days. Never accecpt the first ten NO's as a answer, because in our way of life, YES, makes people happy and makes things happen.

[mayguy]

Originally posted by vmax 90
I do have a question for the experts.
I have both the first stage and second stage set at 3 cph which is what the manual calls for. And in the 30 to 40 degree weather we have been having I am getting one cycle every 20 mins just as expected.
What happens when the weather gets colder and lets say the first stage has to run longer than the 20 mins it takes for a cycle. Will the stat give less than 3 cph at that point or will it cycle the first stage off for a minute or so then re-fire to maintain 3 cph?
In other words do you always get 3 cph no matter what the outside temp is?
Thanks to all of those who helped me with this situation.
You know who you are.





3CPH is an avg on mild days. now when the weather gets colder, it will run longer than 20 min. when it gets really cold, then it will run almost steady, and if the temps falls behind, then it will kick in 2nd stage.

[kevinmac]

All the XLi systems are supposed to get the two labor warranty, I know if your contractor refused, he would be black balled from selling anymore Trane equipment. At least the local distributor would not sell it to him.
The labor contracts are based and priced on the contractor giving you 2 years of labor, and Trane providing the next 8. So if the contractor refuses, there will be a gross misrepresentation of the contract.

[mark beiser]

Originally posted by kevinmac
The labor contracts are based and priced on the contractor giving you 2 years of labor, and Trane providing the next 8. So if the contractor refuses, there will be a gross misrepresentation of the contract.

When we sell/include the extended labor coverage, we usually sell/include the labor option 1 version. It pays us labor for repairs starting the first day of year 2, and pays a better labor rate.