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  1. #1
    Join Date
    Jan 2013
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    7

    Question Trane ComfortLink II

    We have an older model Trane ComfortLink II, installed in mid 2009, with a (limited) 5 year warranty still in effect. We're having some real problems with the touch screen. It doesn't work on four days of the week (Sun-Wed). The only way to change the heat setting on those days is to change the Schedule (the hours the heat is on and off). I called Trane Customer Service and their response was: "We don't answer technical questions here. You'll have to contact your local Trane accredited service person." In other words, pay a local furnace company to troubleshoot the problem. I find their attitude less than helpful when their own web site troubleshooting section on this product doesn't mention any such scenario as a possible problem. I have read over the book that came with the thermostat and according to that there is no possible way for part of the screen to be locked unless a "SCREEN LOCKED" notice is visible on the display. The thermostat has worked fine for 3-1/2 years. Now I have a problem and, seemingly, no recourse for an expensive product under warranty. As a retired Industry businessperson, seems to me they'd send out a Rep under these circumstances.

    Anyone else having problems with their 2009 Trane ComfortLink II Thermostat?

  2. #2
    Join Date
    Sep 2008
    Location
    Western PA
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    25,716

  3. #3
    Join Date
    Dec 2002
    Location
    Arizona
    Posts
    4,413
    Have you ever had a maintenance done on your 2009 system? I assume you know that Trane recommends that it be looked at two times a year? If your behind on this very important task I would advise you do this as soon as possible and while the service tech is there have him check the issue with your T stat.
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  4. #4
    Join Date
    Jan 2013
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    7

    Re: Trane ComfortLink II

    Quote Originally Posted by jimj View Post
    Have you ever had a maintenance done on your 2009 system? I assume you know that Trane recommends that it be looked at two times a year? If your behind on this very important task I would advise you do this as soon as possible and while the service tech is there have him check the issue with your T stat.
    Just had the accredited guy out here for a go-over about two months ago. No problems whatsoever.
    What angers me is that Trane blew me off when I called. I am very angry. What kind of company could care less about a mal-performing product like this? Let alone one that charges high-end prices for the product.

  5. #5
    Join Date
    Dec 2002
    Location
    Arizona
    Posts
    4,413
    Where you offered an extended warranty from the installing contractor?
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  6. #6
    Join Date
    Jul 2006
    Location
    Virginia
    Posts
    4,671
    Trane does not offer a consumer tech support they want you to call a dealer to troubleshoot the problem .does GM offer consumer tech support r do they tell you take it to a dealer for repairs
    We really need change now

  7. #7
    Join Date
    Aug 2010
    Location
    West Monroe, LA
    Posts
    1,535
    Quote Originally Posted by pderas View Post
    Just had the accredited guy out here for a go-over about two months ago. No problems whatsoever.
    What angers me is that Trane blew me off when I called. I am very angry. What kind of company could care less about a mal-performing product like this? Let alone one that charges high-end prices for the product.
    I don't know that I would say they blew you off. They did inform you to call a local Trane dealer to have the t-stat checked out. They would not offer advice on how to repair the problem as 1. They don't know what the probelm is (it can be many thing) 2. They would be giving you DIY advice which they want support nor does this forum.

    I understand your frustration. There is nothing worse then having a newer system that it not working propely but a local Trane company needs to come out and review the problem to offer you the proper fix. Also remember it is hard to fix something over the phone or Internet as your knowledge of the product might be limited to how to use it. Even if they did offer you trouble shooting tips would you know how to do them properly when it comes to wiring and set up of the thermostat for proper operation.

    If your car breaks do you call the manufactor and tell them what it is doing and they say ok start here and go from there? No of course not why because it could be a simply fix of a more serious problem either way hvac contractors are trained to work on your heating and cooling systems. Where is the company that installed the t-stat at? I would call them and set up a time for them to come out and correct the issue.

  8. #8
    Join Date
    Jan 2004
    Location
    Lancaster PA
    Posts
    68,168
    Quote Originally Posted by pderas View Post
    Now I have a problem and, seemingly, no recourse for an expensive product under warranty. As a retired Industry businessperson, seems to me they'd send out a Rep under these circumstances.
    You have a "part" warranty, not a labor warranty from them.
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  9. #9
    Join Date
    Jan 2013
    Posts
    7

    Re: Trane ComfortLink II

    Quote Originally Posted by beenthere View Post
    You have a "part" warranty, not a labor warranty from them.
    After reading the Trane ComfortLink II book from cover to cover, I am well aware of that. However, my position is that cutting edge technological innovation requires the same sort of tech support that we all expect from any other gadget we pay an arm and a leg to own. That's why I am blanketing the Web with my complaint.

    Maybe, just maybe, Trane will hear me and take notice. I expect I'll attract the attention of anyone else with the same problem as well. Maybe even a solution that won't require a visit from an accredited Trane specialist...who probably wouldn't know what to do either.

    Right now I have "solved" my problem by changing the Schedule on the thermostat. But that is a Mickey Mouse solution. I had this furnace and thermostat installed as part of an energy audit and upgrade to my home. Following the Schedule is a valuable part of our 48% documented energy savings from that upgrade. I have no intention of sacrificing any part of that savings to our pocketbooks and the Climate.

    The campaign continues...

  10. #10
    Join Date
    Feb 2010
    Location
    In a boiler room
    Posts
    7,139
    Quote Originally Posted by pderas View Post
    After reading the Trane ComfortLink II book from cover to cover, I am well aware of that. However, my position is that cutting edge technological innovation requires the same sort of tech support that we all expect from any other gadget we pay an arm and a leg to own. That's why I am blanketing the Web with my complaint.

    Maybe, just maybe, Trane will hear me and take notice. I expect I'll attract the attention of anyone else with the same problem as well. Maybe even a solution that won't require a visit from an accredited Trane specialist...who probably wouldn't know what to do either.

    Right now I have "solved" my problem by changing the Schedule on the thermostat. But that is a Mickey Mouse solution. I had this furnace and thermostat installed as part of an energy audit and upgrade to my home. Following the Schedule is a valuable part of our 48% documented energy savings from that upgrade. I have no intention of sacrificing any part of that savings to our pocketbooks and the Climate.

    The campaign continues...
    Your tech support is your local Trane dealer. You say you have no recourse, that isn't true. If the onsite technician cannot figure it out he has technical support personnel that will help him diagnose it. It sounds like you just need to trust your contractor to take care of it.

    I have this thermostat too. Have you tried updating the software? There have been at least 3 updates since it came out. It's in the menu somewhere, and gives you full instructions.

  11. #11
    Join Date
    Jan 2013
    Posts
    7

    Re: Trane ComfortLink II

    Quote Originally Posted by chuckcrj View Post
    Your tech support is your local Trane dealer. You say you have no recourse, that isn't true. If the onsite technician cannot figure it out he has technical support personnel that will help him diagnose it. It sounds like you just need to trust your contractor to take care of it.

    I have this thermostat too. Have you tried updating the software? There have been at least 3 updates since it came out. It's in the menu somewhere, and gives you full instructions.
    Thanks for your response Chuck. Would that I could get the same from Trane

    No. I haven't tried to update the software. There has been no need until now and I had no idea, until I read the book, that updating the software was even an option. Right now, I am not inclined to make any changes that might complicate the problem.

    Have you had any problems with your Trane ComfortLink II? Have you updated yours?

  12. #12
    Join Date
    Feb 2010
    Location
    In a boiler room
    Posts
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    Quote Originally Posted by pderas View Post
    Thanks for your response Chuck. Would that I could get the same from Trane

    No. I haven't tried to update the software. There has been no need until now and I had no idea, until I read the book, that updating the software was even an option. Right now, I am not inclined to make any changes that might complicate the problem.

    Have you had any problems with your Trane ComfortLink II? Have you updated yours?
    Yes I keep mine updated.

    No problems so far.

    Do you have remote access enabled? As of last August there is no monthly fee for remote access.

  13. #13
    Join Date
    Jan 2013
    Posts
    7

    Re: Trane ComfortLink II

    Quote Originally Posted by chuckcrj View Post
    Yes I keep mine updated.

    No problems so far.

    Do you have remote access enabled? As of last August there is no monthly fee for remote access.
    No. I do not have remote access enabled. And how in the world would I know that as of last August there was no monthly fee for remote access? I get no communications from Trane or the installing company. Again, Trane is missing the boat. Thanks for the tip Chuck.

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