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  1. #1
    Join Date
    Oct 2007
    Posts
    28

    Trane Warranty issue

    Anyone ever run into an issue with Trane when they tell the customer that a heat exchanger has a 20 year warranty yet the serial # is too short to pull up anything?

    I'm having an issue with them. A tech for our company went to a call got the model& serial number told me the unit looks like it's 30 plus years old but the customer was told her unit has a 20 year warranty on the heat exchanger, but the last company couldn't do it b/c they aren't Trane authorized dealers. I call up two supply houses both tell me based on the model number [it starts with J] it's a 1994 unit, but that the serial number itself is too short.

    We inform the customer, that we can't get it under manufacturer's warranty and they insist it is under warranty. I call Trane's customer service # and get in touch with a guy who tells me the same thing.

    Other than "fire the customer," what do you suggest I do? I think she doesn't like the fact we recommend replacement of the unit at this time since she has stuck in her head it's under warranty.

  2. #2
    Join Date
    Jan 2004
    Location
    PA
    Posts
    68,793
    Have Trane fax you a paper saying they can't warranty it without the full serial number.
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  3. #3
    Join Date
    Oct 2007
    Posts
    28
    That would make a lot of sense. I guess working 10+ hrs a day the past 14 days has taken its toll on my thinking.

    Thanks for the suggestion.

  4. #4
    Join Date
    Aug 2004
    Location
    North Richland Hills, Texas
    Posts
    14,915
    If it is a dedicated horizontal furnace, there may not be a HX available to put in it. Trane's dedicated horizontal units were made by Consolodated, which is out of business due to high warranty failure rates, and massive lawsuits over catastrophic failures of the HX in their dedicated horizontal furnaces.
    Texas Furnace company bought Consolodateds tooling and designs when they went under, but didn't buy the company, so has no obligation to previous products.

    Those furnaces only had a 10 year warranty on the HX though, and should all be out of warranty anyway.
    If more government is the answer, then it's a really stupid question.

  5. #5
    Join Date
    Oct 2007
    Posts
    28
    It's a gas package unit, that's why she doesn't want to have to replace it.

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