Does trane really care about end user??

[mk12345]

Hi,

Sorry to have a title like this. But I am really upset with the behavior of Trane's customer service.

This is what happened to me:
I installed XR15, XV95, humidifier and XL950 thermostat from trane dealer via homedepot. Whole reason I invested 700$ on an XL950 thermostat is to control it from within the home via a computer. This is stated in a publicly available XL950 brochure that it is included as part of the system and I will receive a PC software (CDROM). I understand that I need to pay monthly fee if I have to control the device from the internet remotely but from within the home it is free via wifi. But I didnt receive this software so I called homedepot-> directed to the dealer then dealer asked me to call trane. Trane customer service didnt talk properly with me at all. He said " we decided not to give this PC software". When I asked why - then he said if you dont want this then please return it back.
Has anyone else using this system?

My feeling about this company is not good. If this is how they treat their end customer then I dont think it will continue on a long run. I made a mistake in installing trane system since same could happen with any other products as well.

Now what can I do about this. Following:
I will never recommend anyone of installing Trane. Period.
I will reach out to as many people as possible over the internet.
I am a tech guy and I will to put this on my blogs at various sites.

You guys may be thinking why is this such a big deal? I should return it. Who is going to pay for the installation and what about the deal that I got in the whole package installation.

[SoFlaDave]

Very interesting and unfortunate situation. The XL 950 has still not been in the hands of most people on this site. The dealer is the one that needs to handle this and they should not have put it on you to handle this. I have dealt with Trane for over 10yrs and have very few issues with them and less than most other mfgs. The dealer needs to contact their Field Rep and put him in touch with you ASAP. Keep us posted, im confident that they will make it right

EDIT: According to the website smartphone and pc remote access is coming soon, so they may have pushed that feature back. Looks like they must have run into issues with the software and decided to release the stat while they figure it out. What I said above still applies though.

[mk12345]

Thanks for your reply.
As per their brochure on xl 950 there are two ways to control it one remotely over the internet via smartphone and one via home pc in the same wifi network. Controllinf remotely via smartphone will be available later as per the brochure . I understand this. But controlling from inside home vua pc is supposed to be free with an inclded pc software. This is clearly stated in their brochure. My issue is with later.

[superd77]

I agree with dave 100%....your dealer should have known and should make it right...surely he doesn't expect trane to come to your house and do the warranty work either?

[b26440510]

believe me, I understand your situation and hope that you find an agreeable resolution, but, as always, most things come with disclaimers, as the brochure for the XL950 I found states this:

As part of our continuous product improvement, Trane reserves the right to change specifications and design without notice.

It's always risky living on the bleeding edge of technology

[mk12345]

believe me, I understand your situation and hope that you find an agreeable resolution, but, as always, most things come with disclaimers, as the brochure for the XL950 I found states this:

As part of our continuous product improvement, Trane reserves the right to change specifications and design without notice.

It's always risky living on the bleeding edge of technology

How about this: a company advertises a phone that can also play mp3 but when it sells it the customer ( customer bought it because it can do two things) mp3 doest work. Answer from the company to the customer: oh we pulled mp3 functionality out of this, now it is just a phone.

[man from trane]

Sounds like maybe they had a fire drill at Trane when you called, and the janitor anwered. Better try calling them again. Trane does not handle customers this way. Ever.

[Ed Janowiak]

Let me guess.... you wanted the homes wifi to control the stat but don't care about the internet access W/ a fee control because you were going to use logmein or some-other remote PC program to avoid the monthly fee...... right ? Tell the truth .

There is an easy solution to your dilemma.

If your contractor offered you your money back for the stat, he can put in a Ecobee stat that will do the same thing (no monthly fee) for somewhere in the same price range.

[perryaire]

Your first mistake was purchasing from a big box store!

You didn't know who was coming to install it!

After that, you are on your own!

[Wolfer]

I took this class last week on C.H.S. wich includes the xl 950. Have you went on line with SchlageLINK and registered your product? The instructor did it online in front of us and turned lights off and changed his temps and unlocked his door and it was all on camera.

So check out this site and see if it help..

http://link.schlage.com/Pages/home.aspx

You have resources to 2 companies (Trane and Schlage) that will help you out. If you got someone that was rude call back and ask for someone else. This is a really cool product and I think you will be happy with it once the issue is resolved.

EDIt: May have made a mistake on my post. You have the new Trane t-stat that is also a digital pic frame? IDK if this is a Schlage issue. Like stated this is a very new product and being that it is wifi, can probably update it as time goes by.

[mk12345]

I took this class last week on C.H.S. wich includes the xl 950. Have you went on line with SchlageLINK and registered your product? The instructor did it online in front of us and turned lights off and changed his temps and unlocked his door and it was all on camera.

So check out this site and see if it help..

http://link.schlage.com/Pages/home.aspx

You have resources to 2 companies (Trane and Schlage) that will help you out. If you got someone that was rude call back and ask for someone else. This is a really cool product and I think you will be happy with it once the issue is resolved.

EDIt: May have made a mistake on my post. You have the new Trane t-stat that is also a digital pic frame? IDK if this is a Schlage issue. Like stated this is a very new product and being that it is wifi, can probably update it as time goes by.

Thank you. I am aware of the schlage link option. But please see my previous reply - remote control via internet is different from controlling within your home via PC software - which is supposed to be included as per the brochure.

[SoFlaDave]

Thanks for your reply.
As per their brochure on xl 950 there are two ways to control it one remotely over the internet via smartphone and one via home pc in the same wifi network. Controllinf remotely via smartphone will be available later as per the brochure . I understand this. But controlling from inside home vua pc is supposed to be free with an inclded pc software. This is clearly stated in their brochure. My issue is with later.

Well, i guess remote access by any means has been delayed for whatever reason, as long as wifi is enabled it may update automatically when those features are made available. So its not as if they're with holding them they simply arent available yet.

[mk12345]

Thanks for all the replies.
I can see where it is heading.
Hope something similar doesn't happen again to others.
If it does then they will understand my issue.

My installer/dealer had no clue when I asked for Xl950. When I pointed them to the brochure they agreed to install but couldn't provide any support further on the system since they had never installed/configured something like this in the past.

When I asked about "whole remote control via PC" stuff they were like "what are you talking about". In vain I called Trane and the story goes.

I learned the lesson: if I want to use cutting edge technology I should limit myself to Apple.
Trane made lot of noise with XL950 "award winning this and that...".