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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?
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Started a new thread for you
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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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Just had the accredited guy out here for a go-over about two months ago. No problems whatsoever.Originally Posted by jimj
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.
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.
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Where you offered an extended warranty from the installing contractor?
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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
Professional Member*
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.
God Speed, Jim. We'll miss you - 2-26-23
You have a "part" warranty, not a labor warranty from them.
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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...
Professional Member*
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.
Regular Guest
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?
Professional Member*
Yes I keep mine updated.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?
No problems so far.
Do you have remote access enabled? As of last August there is no monthly fee for remote access.
Regular Guest
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.
God Speed, Jim. We'll miss you - 2-26-23
3 years ago it was cutting edge technology. But as with anything electronic, after 6 months to a year. It isn't cutting edge anymore.
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I got an email from Nexia or schlagelink since I originally had it connected.
Regular Guest
That's nice. Hmm. Don't you think that Trane should be doing this?
Professional Member*
No. Ingersol Rand owns both Trane and Nexia. Nexia is the home automation and security division and you have to go through them for the remote access setup on that thermostat
Regular Guest
So, How is that done?
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Should be in the manual.
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Last edited by beenthere; 02-12-2013 at 06:47 PM. Reason: Non Pro * Member
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