My trusty Trane HP died!--a lesson in Extended Warranties

[hamltnh]

Couple of weeks ago the compressor in my Trane XR12 HP died--had the service company come out and the diagnosis was a shorted compressor. I had the system installed in Oct. 2002 and so the entire system (XR12 HP, Coil, XL80 Furnace, etc.) was still under the Trane 10 year parts + labor extended warranty.

Back in Oct. 2002 I paid X $'s for the extended warranty, and up to the point where the compressor failied, Trane had paid out 4X $'s for warranty repairs. The service company said that the compressor repair was going to cost 10X $'s, but was covered under the extended warranty (parts + labor)--so far, so good. However, a day later, the service company called and said they had spoken with the local Trane distributor and that the compressor was going to have to come from the factory in Tenn. and that it would be 7-10 business days or longer before it would arrive at the service company. However, the local Trane rep. based at the local Trane distributor told the service company that for 1.5X $'s, that the order/shipping could be expedited, but the expediting charge would not be covered under the extended warranty--I would have to pay that to get the compressor in a "timely" (but "timely" being undefined beyond being quicker than 7-10 business days or longer).

To make a long story short, I was livid. I called the Trane extended warranty dept. and Trane customer relations and raised holy hell, but to no avail. Finally, I told the service company to get rid of the Trane junk and install a new Carrier Inifinity System.

So all is good at the moment with the new Carrier system...However, I learned an important lesson about manufactuer's extended warranties--they are worthless if the manufactuer can't/won't supply parts in a timely manner. Also, no more Trane junk for me.... From what I've read in these forums, it appears that Trane has a problem with being able to maintain an inventory of parts as well as basic quality control of the product coming out of their factories. That's a shame--I used to believe they made a good product.

[second opinion]

I would be willing to bet that you where not given the whole truth. I believe that you where dealing with an independent wholesale distributor, and they only stock what they want to. It has nothing to do with Trane.

[SouthTex]

They still make a good product. As far as inventory they all have their issues. I've waited as much as six months for a Carrier condenser coil for a package unit that was a week old. Locally we have fewer issues with the local distributors with Trane than any others. If the local distributor doesn't stock that compressor, raising "holy hell" with the extended warranty dept may have been mis directed.

[second opinion]

They still make a good product. As far as inventory they all have their issues. I've waited as much as six months for a Carrier condenser coil for a package unit that was a week old. Locally we have fewer issues with the local distributors with Trane than any others. If the local distributor doesn't stock that compressor, raising "holy hell" with the extended warranty dept may have been mis directed.

Exactly!

[Chris_Worthington]

I do not know of "any" manufacture that has every last OEM part sitting on their shelf locally, it's simply not possible.

And complaining about>>
Back in Oct. 2002 I paid X $'s for the extended warranty, and up to the point where the compressor failied, Trane had paid out 4X $'s for warranty repairs and having to wait for it to be shipped in from another location, with the OPTION of having it expedited that never was and never will be a part of any manufactures warranty at your discretion is the part that upsets you?

At least they offered this option, would it have been better if they did not?

Things are the way they are, when comes to OEM parts....

[hamltnh]

I do not know of "any" manufacture that has every last OEM part sitting on their shelf locally, it's simply not possible.

And complaining about>> and having to wait for it to be shipped in from another location, with the OPTION of having it expedited that never was and never will be a part of any manufactures warranty at your discretion is the part that upsets you?

At least they offered this option, would it have been better if they did not?

Things are the way they are, when comes to OEM parts....

Unlike automobiles where an extended warranty or insurance poilcy often covers a rental/loaner car during an protracted repair event, not so with HVAC...so, in my opinion, from a consumer protection point-of-view, a reputable manufactuer should have so many days (2, 3, etc.) to provide required repair parts for so many years from date of manufacture of the equipment.

My personal opinion is that given the repair history of this system, Trane wanted to make it as difficult as possible with the hope that I would do exactly what I did--replace the system. In that sense, they succeeded and managed to close the books on my system--a short-term gain for them at best.

[Chris_Worthington]

Unlike automobiles where an extended warranty or insurance poilcy often covers a rental/loaner car during an protracted repair event, not so with HVAC...so, in my opinion, from a consumer protection point-of-view, a reputable manufactuer should have so many days (2, 3, etc.) to provide required repair parts for so many years from date of manufacture of the equipment.

My personal opinion is that given the repair history of this system, Trane wanted to make it as difficult as possible with the hope that I would do exactly what I did--replace the system. In that sense, they succeeded and managed to close the books on my system--a short-term gain for them at best.

I guess were gonna have to agree to disagree here....

Using your example of an automobile where the use of a rental car is available, there is no rental compressor's or many other parts that are available for rent/use while your system is down, simple fact.

For a local manufacture to house "ALL" of the OEM equipment and parts for every last thing they sell and support for NOT only their residential products, but their Commercial and Industrial products as well. They would need a warehouse far larger then the state of Texas to do so.

I would give them credit where credit is do, as by your posting they were there for you for many many years.

JMHO :cheers:

[hamltnh]

I would give them credit where credit is do, as by your posting they were there for you for many many years.

JMHO :cheers:

Now that's an interesting comment...we'll have to agree to disagree...while they may have spent 4X $'s repairing my system the last 9 years, I spent several times that in lost days waiting for service folks to show up and make their repairs, at least half of which were improper diagnoses of the problems and unnecessary repairs.

Similar to automobiles, the best HVAC system is the one that is manufactured/installed properly from the start and only requires routine maintenance during it's life--the Trane system I had was defeinitely problematic from day one, but that's not really my primiary gripe. There's really no defense for not being able to give a customer a definitive date of when the part will arrive at service company, expedited or not.

[second opinion]

Now that's an interesting comment...we'll have to agree to disagree...while they may have spent 4X $'s repairing my system the last 9 years, I spent several times that in lost days waiting for service folks to show up and make their repairs, at least half of which were improper diagnoses of the problems and unnecessary repairs.

Similar to automobiles, the best HVAC system is the one that is manufactured/installed properly from the start and only requires routine maintenance during it's life--the Trane system I had was defeinitely problematic from day one, but that's not really my primiary gripe. There's really no defense for not being able to give a customer a definitive date of when the part will arrive at service company, expedited or not.

As I tried to help you out with before, Trane manufactured your unit, the independent wholsale distributor and your independent dealer are suppose to stock the parts to repair the system. The IHD could have given you a date for the compressor to be delivered. I believe your installing dealer was the one that wanted you to replace the system because they could not determine why you where having problems that Trane was picking up the tab for.

Are you north west of Leesburg?

[Chris_Worthington]

Now that's an interesting comment...we'll have to agree to disagree...while they may have spent 4X $'s repairing my system the last 9 years, I spent several times that in lost days waiting for service folks to show up and make their repairs, at least half of which were improper diagnoses of the problems and unnecessary repairs.

Similar to automobiles, the best HVAC system is the one that is manufactured/installed properly from the start and only requires routine maintenance during it's life--the Trane system I had was defeinitely problematic from day one, but that's not really my primiary gripe. There's really no defense for not being able to give a customer a definitive date of when the part will arrive at service company, expedited or not.

Well now I see us as getting some place?

The manufacture TRANE had what to do with the local contractor not showing up and giving you the desired service?

[hamltnh]

Well now I see us as getting some place?

The manufacture TRANE had what to do with the local contractor not showing up and giving you the desired service?

Plenty--Trane's local rep. couldn't provide a shipping date for the compressor, expedited or not. The service company did their best to get a straight answer from the distributor and Trane's rep., but couldn't. Likewise, I couldn't get a straight answer from Trane customer relations--so, no straight answers were available from anyone at Trane re. compressor availability beyond what has been stated above.

[hamltnh]

As I tried to help you out with before, Trane manufactured your unit, the independent wholsale distributor and your independent dealer are suppose to stock the parts to repair the system. The IHD could have given you a date for the compressor to be delivered. I believe your installing dealer was the one that wanted you to replace the system because they could not determine why you where having problems that Trane was picking up the tab for.

Are you north west of Leesburg?

Actually, I approached the service company about replacing the system rather than waiting on Trane to come up with a compressor, not the other way around.

[second opinion]

Here again it was not Trane that had to come up with a compressor they have plenty it was your dealer that had to produce a compressor and did not.

[precision hvac]

My opinion, your repeated issues w/ Trane equipment probably goes back to the installing contractor. It is NOT like buying a car. A car comes assembled, gassed up & ready to drive. Your system comes as a box of parts which the installing contractor can either make or break your system. Sounds like you've had many issues w/ equipment over the years. Very sad but I feel your gripe should be redirected at the installing contractor. Did he follow proper installation procedures? Did he evacuate the system? Have you had to periodocally recharge the system due to a leak?
Now you are missing time off work because the independent contractor failing to perform accurate diagnosis & this is Trane's fault?
You need to pick better qualified contractors.

You could insert "Carrier" in this thread if you don't carefully choose your contractor.

[hamltnh]

Here again it was not Trane that had to come up with a compressor they have plenty it was your dealer that had to produce a compressor and did not.

Incorrect, Trane (The Trane field service rep. and Customer relations) stated that the compressor had to come from the factory in Tenn. I have no idea of why that was the case and suspect they had to dust off the drawings and manufacture one. Perhaps the factory is where Trane carries their inventory--don't know if that is the case or not.

[hamltnh]

My opinion, your repeated issues w/ Trane equipment probably goes back to the installing contractor. It is NOT like buying a car. A car comes assembled, gassed up & ready to drive. Your system comes as a box of parts which the installing contractor can either make or break your system. Sounds like you've had many issues w/ equipment over the years. Very sad but I feel your gripe should be redirected at the installing contractor. Did he follow proper installation procedures? Did he evacuate the system? Have you had to periodocally recharge the system due to a leak?
Now you are missing time off work because the independent contractor failing to perform accurate diagnosis & this is Trane's fault?
You need to pick better qualified contractors.

You could insert "Carrier" in this thread if you don't carefully choose your contractor.

I would tend to agree with you. My only real gripe at this point is Trane's inability to provide the compressor in anything close to a timely manner. The long sordid history of the system is a story for another day.

[Chris_Worthington]

Plenty--Trane's local rep. couldn't provide a shipping date for the compressor, expedited or not. The service company did their best to get a straight answer from the distributor and Trane's rep., but couldn't. Likewise, I couldn't get a straight answer from Trane customer relations--so, no straight answers were available from anyone at Trane re. compressor availability beyond what has been stated above.

I as well am located in the DC area and there are a bunch that are local reps for equipment XY&Z and I can tell you from experience here that we ALL are at the mercy of our vendor(S) meaning just not Trane, but ALL of them....

Honestly, I wish that anyone one of them would step up to the plate and make things like this not happen :D

But the fact is switching manufactures here, is going to give you nothing more then what you have already witnessed.

Trane in this area IMO is actually better then the others, when it comes to stuff like this....

I/WE are uncertain as to what maintenance you have had over the years or the problems that you have experienced and the repairs needed....

I just see this thread as bashing a manufacture and proclaiming that one is better than another, when you have yet to go there yet.

Really, I sincerely hope that your issues have been resolved and that you can enjoy your comfort with your new installation :D

[hamltnh]

I as well am located in the DC area and there are a bunch that are local reps for equipment XY&Z and I can tell you from experience here that we ALL are at the mercy of our vendor(S) meaning just not Trane, but ALL of them....

Honestly, I wish that anyone one of them would step up to the plate and make things like this not happen :D

But the fact is switching manufactures here, is going to give you nothing more then what you have already witnessed.

Trane in this area IMO is actually better then the others, when it comes to stuff like this....

I/WE are uncertain as to what maintenance you have had over the years or the problems that you have experienced and the repairs needed....

I just see this thread as bashing a manufacture and proclaiming that one is better than another, when you have yet to go there yet.

Really, I sincerely hope that your issues have been resolved and that you can enjoy your comfort with your new installation :D


Not really out to proclaim one manufactuer is better than another--if you read my initial post, I have had the Carrier system up and running for all of 1 week--time will tell.

However, I think Manuactuer's should be able to provide just about any part in a reasonable amount of time and I don't think that 7-10 business days (or longer?) was reasonable. I also don't think the Manufactuer was trying very hard in the customer satisfaction area--if they had, I would have went back to them when it came time to replace equipment.

[SkyHeating]

I sell a couple of brands, Trane being one of them and I will tell you the reason I sell a majority Trane is because they do a BETTER job of stocking than Brands C, R and L. This certainly could change by area but for a big thing like this it is normal to take a week. Imagine your car engine dying, do you think they would order a 10 year old car engine and have it in a week or have it in stock? It would take at least a week IMO.

Maybe you jumped the gun to soon on the equipment, if this independant contractor could not find the problem and you had the same people install a Carrier, I have a feeling we may heard this exact same story from you in 10 years or less about your Carrier unit. This does not appear to be Trane's fault at all.

[Vector]

To make a long story short, I was livid. I called the Trane extended warranty dept. and Trane customer relations and raised holy hell, but to no avail. Finally, I told the service company to get rid of the Trane junk and install a new Carrier Inifinity System.



Maybe I am missing something here, but you more than got your moneys worth with the extended warranty, and they were even still willing to install a new compressor under it (part&labor). That was going to be another big ticket item that they were willing to cover. As it turns out there was going to be a delay in delivery of the needed part/s which I understand is frustrating this time of the year. However you had the option of paying for expedited shipping to get the part sooner, and you balked because you thought it should be covered by someone else. Then instead of paying a small amount of money for faster shipping, you spring for a whole new system which probably cost 50-100X times what the shipping would have cost you to keep your old system running?

I have heard of some horror stories with extended warranty's with other products like cars, but it sounds like you had a great deal with yours. As others have said, you cannot expect anyone to stock every part for every model made, especially one from a decade ago. If I understand the story correctly, it seems as if you made a poor choice and got angry. I think some in your position would look at it much differently.

[second opinion]

Not really out to proclaim one manufactuer is better than another--if you read my initial post, I have had the Carrier system up and running for all of 1 week--time will tell.

However, I think Manuactuer's should be able to provide just about any part in a reasonable amount of time and I don't think that 7-10 business days (or longer?) was reasonable. I also don't think the Manufactuer was trying very hard in the customer satisfaction area--if they had, I would have went back to them when it came time to replace equipment.

You are correct, a manufacture should be able to provide you with just about any part in a resonable amount of time. One phone call from the FSR could have determined that but apparently that did not happen. The key word here is "independent". The FSR is not an employee of Trane. He is employed and payed by the independent wholesale distributor.

Did you purchase an extended warranty on the Carrier system and did they install a hybrid system for you?

[hamltnh]

I sell a couple of brands, Trane being one of them and I will tell you the reason I sell a majority Trane is because they do a BETTER job of stocking than Brands C, R and L. This certainly could change by area but for a big thing like this it is normal to take a week. Imagine your car engine dying, do you think they would order a 10 year old car engine and have it in a week or have it in stock? It would take at least a week IMO.

Maybe you jumped the gun to soon on the equipment, if this independant contractor could not find the problem and you had the same people install a Carrier, I have a feeling we may heard this exact same story from you in 10 years or less about your Carrier unit. This does not appear to be Trane's fault at all.

Unfortunately, we weren't talking about a week, we were talking about 7-10 business days--i.e. at least 2 weeks, maybe more--no promises and also no promises on just how expedited the expdited delivery might be. I disagree about this not being Trane's fault--in fact the FSR comment was that the delay in providing the part was due to it being "old equipment" requiring R22--really as B.S. response.

In fact I actually lobbied hard for Trane to provide a credit (what they would have paid for the compressor repair) toward replacement equipment which from my point of view was a very fair request from my end--all I got was a categorical "no"--oh well.

[hamltnh]

Maybe I am missing something here, but you more than got your moneys worth with the extended warranty, and they were even still willing to install a new compressor under it (part&labor). That was going to be another big ticket item that they were willing to cover. As it turns out there was going to be a delay in delivery of the needed part/s which I understand is frustrating this time of the year. However you had the option of paying for expedited shipping to get the part sooner, and you balked because you thought it should be covered by someone else. Then instead of paying a small amount of money for faster shipping, you spring for a whole new system which probably cost 50-100X times what the shipping would have cost you to keep your old system running?

I have heard of some horror stories with extended warranty's with other products like cars, but it sounds like you had a great deal with yours. As others have said, you cannot expect anyone to stock every part for every model made, especially one from a decade ago. If I understand the story correctly, it seems as if you made a poor choice and got angry. I think some in your position would look at it much differently.

I wouldn't say I was angry, just dissapointed--I thought Trane was a stand- up company and I had a very high end Trane system intalled in my parent's home in the Midwest 3 years ago. Given that I had one year left on the extended warranty and, while the compressor was covered (but really inconvenient given the uncertainty in the availability of the compressor), there is no doubt in my mind that the system was going to continue to cost significant $'s to keep running and a year from now the burden would shift from Trane to myself. It was just a matter of spending $'s now vs. later, but either way I was going to be spending $'s--things are slow now and there are some decent rebates/incentives/tax credits available, so it wasn't that difficult of a decision.

[hamltnh]

You are correct, a manufacture should be able to provide you with just about any part in a resonable amount of time. One phone call from the FSR could have determined that but apparently that did not happen. The key word here is "independent". The FSR is not an employee of Trane. He is employed and payed by the independent wholesale distributor.

Did you purchase an extended warranty on the Carrier system and did they install a hybrid system for you?

Yes and yes--10 year parts and labor and Infinty Hybrid system.

[Chris_Worthington]

Yes and yes--10 year parts and labor and Infinty Hybrid system.

So all is right in the world and there really was no reason for naming the thread the way you did then, with this newly found knowledge?

[hamltnh]

So all is right in the world and there really was no reason for naming the thread the way you did then, with this newly found knowledge?

Not so....I've collected on several extended warranties over the years (autos). This is the first time that I've run into the siutation where a repair is covered, but the availiability of the part is in question. This gives me another question to ask, i.e. "what is the timeframe in which the manufactuer will provide parts under the extended warranty". As regards the new Carrier system, that question was answered to my satisfaction.

[HVACTechNC]

Maybe I am missing something here, but you more than got your moneys worth with the extended warranty, and they were even still willing to install a new compressor under it (part&labor). That was going to be another big ticket item that they were willing to cover. As it turns out there was going to be a delay in delivery of the needed part/s which I understand is frustrating this time of the year. However you had the option of paying for expedited shipping to get the part sooner, and you balked because you thought it should be covered by someone else. Then instead of paying a small amount of money for faster shipping, you spring for a whole new system which probably cost 50-100X times what the shipping would have cost you to keep your old system running?

I have heard of some horror stories with extended warranty's with other products like cars, but it sounds like you had a great deal with yours. As others have said, you cannot expect anyone to stock every part for every model made, especially one from a decade ago. If I understand the story correctly, it seems as if you made a poor choice and got angry. I think some in your position would look at it much differently.

I have to agree here. It sounds like in spite of a string of needed repairs Trane stood by their warranty and willing to make the repair at no or minimum cost to you. I can understand the frustration at not having some parts readily available, everyone in here deals with that as a basic part of this business. I also get frustrated when I have to wait at the dealership service department while a pretty common part is ordered for 7-10 business days for my service van. That is the way things are sometimes, and while I sympathize with your dry-mouthedness, you just gotta roll with the punches sometimes.

I hope you are pleased with your new system, albeit an expensive solution to a 7-10 day problem. Divide the total cost of your new system by 10 days and figure out how much you are paying to avoid 10 days of inconvienence. Window units are a lot cheaper...

[hamltnh]

I have to agree here. It sounds like in spite of a string of needed repairs Trane stood by their warranty and willing to make the repair at no or minimum cost to you. I can understand the frustration at not having some parts readily available, everyone in here deals with that as a basic part of this business. I also get frustrated when I have to wait at the dealership service department while a pretty common part is ordered for 7-10 business days for my service van. That is the way things are sometimes, and while I sympathize with your dry-mouthedness, you just gotta roll with the punches sometimes.

I hope you are pleased with your new system, albeit an expensive solution to a 7-10 day problem. Divide the total cost of your new system by 10 days and figure out how much you are paying to avoid 10 days of inconvienence. Window units are a lot cheaper...

The only real rule with HVAC is pay now or pay later--either way, you will pay. I got a good deal (relatively speaking) by paying now.

[Chris_Worthington]

The only real rule with HVAC is pay now or pay later--either way, you will pay. I got a good deal (relatively speaking) by paying now.

Kinda like cars, boats, houses, airplanes, etc....

Makes sense then :cheers:

[ziggyhere]

A. Did you read the extended warranty before buying it? It is clearly stated about the shipping of parts.
B. Trane will not ship compressors except by motor freight which takes longer. Reason being is there is oil in the compressor and it must remain upright. Trane ships multiple items at one time to the distributors - not one part at a time. This keeps their costs down.

[SkyHeating]

Not so....I've collected on several extended warranties over the years (autos). This is the first time that I've run into the siutation where a repair is covered, but the availiability of the part is in question. This gives me another question to ask, i.e. "what is the timeframe in which the manufactuer will provide parts under the extended warranty". As regards the new Carrier system, that question was answered to my satisfaction.

After dealing with many other brands warranties all I can say is that Trane far and away is the BEST as far as paying me, taking care of customers, getting parts on time and many other factors.

I am glad you are happy with your new Carrier, if you plan on living at a house a long time a new system can make sense, not to mention you will probably be more comfortable with the new equipment and doing something good for the environment with a new refrigerant and high efficiency equipment.

[hamltnh]

I am glad you are happy with your new Carrier, if you plan on living at a house a long time a new system can make sense, not to mention you will probably be more comfortable with the new equipment and doing something good for the environment with a new refrigerant and high efficiency equipment.

That's kind of the way I saw it--long-term, efiiciency, restart the 10 year time clock, etc.

Too soon to tell about Carrier--we will see.

[hamltnh]

A. Did you read the extended warranty before buying it? It is clearly stated about the shipping of parts.
B. Trane will not ship compressors except by motor freight which takes longer. Reason being is there is oil in the compressor and it must remain upright. Trane ships multiple items at one time to the distributors - not one part at a time. This keeps their costs down.

A.--Yes, but 2+ weeks is a long time

B.--Makes me wonder how they were going to "expedite" it and why it would cost $$$'s

[b26440510]

cant address your specific warranty issues, but it does seem obvious that many companies (not just HVAC) are still living in the "pre-internet" days, believing that one upset customer cant really damage their reputation that much.

Used to be one upset customer would tell 10 friends, now they can tell thousands. Impacts national as well as local businesses.

[pacnw]

A. Did you read the extended warranty before buying it? It is clearly stated about the shipping of parts.
B. Trane will not ship compressors except by motor freight which takes longer. Reason being is there is oil in the compressor and it must remain upright. Trane ships multiple items at one time to the distributors - not one part at a time. This keeps their costs down.


I was thinking this since post number 3.

hamltnh, want to know why it costs so much go to UPS or FEDEX and enter the info and check costs and times.

as has been said, no mfr covers freight.

[cuchulain]

B.--Makes me wonder how they were going to "expedite" it and why it would cost $$$'s

instead of making a large delivery to the distributor it would basically have been JUST your compressor. Thereby costing more to ship because it would have been an unscheduled delivery.

I've been dealing with Trane/American Standard for a good 14 years. They have probably one of the best extended warranties around. I will guarantee you that if your compressor on the carrier goes out in 9 years that you will have to wait at a minimum 2 weeks for a new one.

See things have changed alot in the 10 years you've had your unit. Especially in the form of compressors, and it is quite possible that they would have to manufacture one and that's why it had to come from the factory, or it was one that was sent back from a distributor that was unused but no-longer deemed as a necessary product to keep around due to it sitting around.

"I disagree about this not being Trane's fault--in fact the FSR comment was that the delay in providing the part was due to it being "old equipment" requiring R22--really as B.S. response."

This statement about the delay being due to it being an R22 compressor is quite true. R22 and R410 require different oils in them and are assembled in just a slightly different manner, and if it did have to be manufactured then Trane would have to reset the equipment to accommodate that difference.

At 10 years you got your money's worth out of your system especially with the warranty and you actually using it. The little bit of time of lost AC is nothing to if you did NOT have the warranty and had to pay for the previous repairs yourself.

Each manufacture has inventory problems, and even newer systems there is sometimes a wait for parts. Point in fact with a carrier that was installed a couple of months ago, the house had a major power problem and it fried a motor. Well it was a 4 day wait for us to get this motor on a system that is only a couple of months old. So just be informed that it's not just Trane having inventory problems on 10 year old systems, but everyone even on new equipment.

[lunchbox]

Just a FYI. *disclaimer*I work for Trane commercial, and in some respects, they handle the commercial side different from the Residential side.
That being said, here are a few points I think need to be made with while reading this thread.
1. Trane's main parts warehouse is in Tennessee. This is where ALL their parts are shipped from. If the compressor is in stock in the warehouse, you would have likely had it within 3-4 days. If it had to be ordered from the manufacturer (either the factory of their supplier) , you likely could have had to wait the 7-10 days for it.
2. I have found that the parts center will tell you 7-10 days especially if the part is not in stock in the TN warehouse, but it will usually take less time than that.
3. It is Trane's policy to cover the warranty parts, but any expedited shipping costs must be paid by the consumer.
As a side note, I have had to pay $500 shipping for an $80 fan wheel to be flown in (from LaCrosse, WI) during a holiday weekend on a warranty call. The customer had to pay the overtime rate and expedited shipping due to it not being covered by warranty.

[Texas-Tech]

Maybe I am missing something here, but you more than got your moneys worth with the extended warranty, and they were even still willing to install a new compressor under it (part&labor). That was going to be another big ticket item that they were willing to cover. As it turns out there was going to be a delay in delivery of the needed part/s which I understand is frustrating this time of the year. However you had the option of paying for expedited shipping to get the part sooner, and you balked because you thought it should be covered by someone else. Then instead of paying a small amount of money for faster shipping, you spring for a whole new system which probably cost 50-100X times what the shipping would have cost you to keep your old system running?

I have heard of some horror stories with extended warranty's with other products like cars, but it sounds like you had a great deal with yours. As others have said, you cannot expect anyone to stock every part for every model made, especially one from a decade ago. If I understand the story correctly, it seems as if you made a poor choice and got angry. I think some in your position would look at it much differently.

I would have to agree with you, it's been 9 years, 4 warranty repairs ain't bad with a compressor replacement approved. I've waited for 7 days for a Trane HP compressor to be delivered under warranty, what are you gonna do. Personally I'd have paid the extra out of my own pocket for faster shipping. :bump:

[hvacvegas]

7-10 days for a compressor isn't bad on a 9 year old unit.

What if I told you, some manufacturers can provide that same 10 year warranty, ALONG with a 5 day maximum waiting period for all parts. The cost of said warranty is 5X, compared to X.

It's the money game. How much should we charge for this service, so that we can break even.

What if I told you that they could have the compressor to you within 5 days, but the compressor is a still in the original packing, 10 year old compressor?

This warranty would cost you 3X.

Or, you can have the 7-10 day waiting period on 10 year old parts for a new compressor, for X.

[hamltnh]

7-10 days for a compressor isn't bad on a 9 year old unit.

What if I told you, some manufacturers can provide that same 10 year warranty, ALONG with a 5 day maximum waiting period for all parts. The cost of said warranty is 5X, compared to X.

It's the money game. How much should we charge for this service, so that we can break even.

What if I told you that they could have the compressor to you within 5 days, but the compressor is a still in the original packing, 10 year old compressor?

This warranty would cost you 3X.

Or, you can have the 7-10 day waiting period on 10 year old parts for a new compressor, for X.

Pesonally I would pay a premium for a premium product with premium support regardless of who builds it and where it's built.

However, what we end up doing is paying premium prices for so-so products with mediocre support, and then defending one and all for their mediocrity--kind of silly to defend the indefensibile.

Should all the manufactuers be on the hook to supply parts in a timely manner (several days at most) for at least the duration of their extended warranties--yep, they should, but what's their motivation to do so--absolutely nothing minus some type of consumer protection legislation.

These manufactuer's are more or less indistinguishable from one another--I had almost 9 years out of the Trane system and the compressor was only the final chapter. As I said in the beginning, Trane spent 4X $'s trying to get this system to work and keep it working prior to the compressor failing, so in the end I gave them a break on the compressor.

Also as I said before, time will tell with Carrier....it would have been kind of silly to give Trane any more of my $'s though given the last 9 years.

[precision hvac]

Still throwing Trane under the bus.
I'm waiting 3 weeks now for a coil drain pan from Carrier.
Carrier won't pay freight on your new system warranty parts either.

[catmanacman]

carrier builds a fine product as does Trane. did your contractor offer you a window unit or a spot cooler while waiting for the part

[Gunslinger]

carrier builds a fine product as does Trane. did your contractor offer you a window unit or a spot cooler while waiting for the part

That was my exact thought while reading this thread. I don't know why this was not optioned to you. At leat one unit for your bedroom and maybe one for the den/tv area. This would have shown some assistance from your contractor.

[Stamas]

This has been my experience with Trane warranty compressor lead times. It is like when I order computers, it will be 7-10 days. Then the thing shows up in 2.
Actually expedited at my expense many parts only to have 2 parts show up at the same time, one I express shipped and the original one I called about and both orders were put through. For my customers, on systems I sell, I will usually eat the shipping cost. If they have kept up on the maintenance. Although MANY times my dist. covers it somehow.
Part of this just doesn't make sense, you aren't willing to fork out shipping but are willing to spend so much for a new system.
Most compressor failures can be prevented. Lot's of external things to cause a compressor failure. One of the top one's being poor airflow. Not Trane's fault but they and many mfg's cover them anyway.

[martyinlincoln]

It also happens with other brands. Went on a no heat call last winter to find a heat exchanger split open. Part was still under warranty but had to come from the factory and was told it would be 3 weeks, no option of paying extra for faster delivery. We can tough out a no cool but no heat in the dead of winter is asking for frozen pipes and water damage. Needless to say our customer chose the same option that you did,replace with another brand.

[hamltnh]

It also happens with other brands. Went on a no heat call last winter to find a heat exchanger split open. Part was still under warranty but had to come from the factory and was told it would be 3 weeks, no option of paying extra for faster delivery. We can tough out a no cool but no heat in the dead of winter is asking for frozen pipes and water damage. Needless to say our customer chose the same option that you did,replace with another brand.

I didn't start this thread with the purpose of it turning into a Trane vs. XYZ festival. If a manufactuer can't provide parts in a timely manner, then warranties/extended warranties are worthless and the buying public should be asking those kinds of questions when they are shopping brands/service companies (in addition to product features, performance, price, etc.).

[hamltnh]

This has been my experience with Trane warranty compressor lead times. It is like when I order computers, it will be 7-10 days. Then the thing shows up in 2.
Actually expedited at my expense many parts only to have 2 parts show up at the same time, one I express shipped and the original one I called about and both orders were put through. For my customers, on systems I sell, I will usually eat the shipping cost. If they have kept up on the maintenance. Although MANY times my dist. covers it somehow.
Part of this just doesn't make sense, you aren't willing to fork out shipping but are willing to spend so much for a new system.
Most compressor failures can be prevented. Lot's of external things to cause a compressor failure. One of the top one's being poor airflow. Not Trane's fault but they and many mfg's cover them anyway.

As stated above, pay now, pay later, pay regardless--given the system's problems since day 1, why would I spend $0.01 on this system (including 1.5X $'s for expedited shipping with no firm delivery date)?

Regarding maintenance, it was well maintained and cleaned regularly, etc., etc. I noticed in the weeks leading up to the compressor failure that it had a certain "rattle" when it started, but it was always somewhat noisey.

[second opinion]

You keep missing the whole point about "independent" Trane, Carrier Lennox etc. manufacture the equipment. Your independent contractor installs all of the components and should verify to you that it has been installed properly by bench marking the installation.

Your independent dealer had four chances to get your system right at the exspense of Trane.

[hamltnh]

You keep missing the whole point about "independent" Trane, Carrier Lennox etc. manufacture the equipment. Your independent contractor installs all of the components and should verify to you that it has been installed properly by bench marking the installation.

Your independent dealer had four chances to get your system right at the exspense of Trane.

Well, that's the problem isn't it--the end user doesn't really care about "independent contractors", etc.--they just want the system to work and the manufactuer of the equipment is part of the situation whether they want to be or not.

[cuchulain]

and with problems "since day 1" that indicates an installation issue over an equipment issue. You'll find out if the same installation practices where preformed on your 100X more sensitive Infinity system you'll be in the same boat, just painted a different color.

And going back to providing parts in a timely manner. The unit is 10years old and no longer in production. Find parts for TV's that are 10yo, or parts for even a car that's 10yo and your going to find out that it's going to be a wait over something that is being produced on a daily basis.

[hamltnh]

and with problems "since day 1" that indicates an installation issue over an equipment issue. You'll find out if the same installation practices where preformed on your 100X more sensitive Infinity system you'll be in the same boat, just painted a different color.

And going back to providing parts in a timely manner. The unit is 10years old and no longer in production. Find parts for TV's that are 10yo, or parts for even a car that's 10yo and your going to find out that it's going to be a wait over something that is being produced on a daily basis.

Nope--the system was 8 yrs and 11 months old, so like it or not, Trane was on the hook to fix or replace the system for another 1 yr and 1 month. If they can't provide parts for systems that they still warranty, then one could question their business practices, which I am.

[Mr Bill]

I guess it's a good thing were not talking parachutes here. http://i99.photobucket.com/albums/l286/mrbillpro/1.gif

[Stamas]

We've answered your questions. Thoroughly. You do not like the responses. The issues with the compressor arrival date is really your call.
Limited Warranty is what it is. Customer relations and PROPER maintenance is between you and the contractor. His relation between Trane and the distributor might have changed since the original install.
This has now has come done to Brand Bashing on your end which isn't allowed per rules.
Thread Closed.