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.